JEFFERSON STUBBS
Atlanta,GA
Summary
Detailed-oriented problem solver with exceptional abilities in conducting research, problem solving, and prioritizing simultaneous task. Master of exceptional customer service an driving business productivity with ability to adapt to changing needs.
Overview
16
16
years of professional experience
Work History
CSR
Internal Revenue Service, IRS
Atlanta, Ga
01.2024 - Current
- Help taxpayers determine the best way to resolve their outstanding balance(s) due
- Uphold strict adherence to company policies and procedures while providing exceptional service experiences for each taxpayer interaction.
- Initiate enforcement action in accordance with Internal Revenue Manual guidelines, against taxpayers who have not shown a good faith effort to comply.
- Responsible for responding to taxpayer inquiries and responses concerning balance due accounts.
Customer Service Representative
VXI Global
Atlanta, GA
09.2023 - 01.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Receive and verify e-scripts and written prescriptions for input into system.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Payment Specialist
NCR
Atlanta, Ga
01.2017 - 03.2021
- Fostered relationships with venders to promote positive working relationships
- Applied Customer feedback to develop process improvements and support long-term business needs
- Developed and maintained relationships with customers and suppliers through account development
- Cross-trained existing employees with training and new hire documentation
- Accomplished multiple task within established time/fames
- Onsite installations for priority merchants
- Configured POS VAR data for successful processing
- Responded to inbound inquiries regarding accounts and payments
- Back-end implementation of POS functionality
Technical Support Specialist
Worldpay Merchant Services
Atlanta, Ga
10.2013 - 11.2016
- Assisted ATM Techs with software installations
- Assisted merchants in identifying issues and explained solutions to restore service and functionality
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Created incident tickets for incidents affecting call center functions and follow to resolution
- Compiled and accurately entered electronic data
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets
Field Technician Satellite Installer
Mastec
Atlanta, Ga
07.2009 - 10.2013
- Installed and configured new devices and system components
- Planned layouts and ran cable into buildings through walls, attics, and crawl spaces
- Responded to service requests during and after business hours
- Read blueprints and schematics to correctly place equipment
Education
Florida A&M University
Tallahassee, FL01.2000
OmniTech Institute
Atlanta, GA01.2006
Ga State University
Atlanta, GA01.2004
Southern University NO
New Orleans, LA01.2002
Skills
- Terms review and enforcement
- Responding to difficult customers
- Statement issuing
- Document coding and classification
- Understanding customer needs
- Payment scheduling
- Call center experience
- CRM software
Timeline
CSR
Internal Revenue Service, IRS
01.2024 - Current
Customer Service Representative
VXI Global
09.2023 - 01.2024
Payment Specialist
NCR
01.2017 - 03.2021
Technical Support Specialist
Worldpay Merchant Services
10.2013 - 11.2016
Field Technician Satellite Installer
Mastec
07.2009 - 10.2013
Florida A&M University
OmniTech Institute
Ga State University
Southern University NO