SOMER JACKSON
Atlanta
Summary
Strong leadership experience in both professional and extra-curricular settings. Fields include retail, medical front office and government organizations.
Tenacious Representative experienced in customer service and other client-facing roles with dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
16
16
years of professional experience
Work History
Initial Assistance Representative
Internal Revenue Service, IRS
01.2025 - Current
- Provides specialized clerical assistance to Tax Resolution Representatives (TRR's), Tax Specialists, and other support personnel by assessing taxpayer needs and directing them to the appropriate individual or area in addition to controlling walk-in area traffic flow and demands.
- Identifies, and makes suggestions for resolution or correction to reduce barriers and improve efficiency of the work area.
- Controls reporting systems that track taxpayer utilization of IRS products and services.
- Examines returns, supporting documents, and monetary receipts for completeness and discrepancies, as well as monitors and tracks information prior to transmission to Submission Processing Centers.
- Makes initial determinations on filing extensions, assigns Employer Identification Numbers, processes Power of Attorney requests, resolves and assists taxpayers with entry discrepancies at kiosk terminals and inquiries on basic tax law, forms, and IRS services , filing requirements, filing status, and VITA locations.
Account Collections/CSR
Internal Revenue Service, IRS
01.2024 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for assistance with paying balances on tax debt by providing payment options that would align with their financial situation.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Mail Carrier
United States Postal Service
12.2022 - 01.2024
- Sort mail, including packages, according to delivery sequence
- Maintain logs to monitor delivery rates and vehicle maintenance scheduling
- Sell stamps, money orders, and other postal products to customers along route, particularly on rural routes
- Communicate with dispatcher and modify route according to instructions when needed
- Operated a postal delivery vehicle safely , making sure mail was delivered in a timely manner.
Accounts Management /CSR
Internal Revenue Service (IRS)
01.2022 - 12.2022
- Worked with a team to provide administrative and technical assistance to individuals and businesses primarily over the phone regarding tax returns by answering tax law/account inquiries and adjusting tax accounts
- In addition, I was also responsible for providing taxpayers with information on the status of their returns/refunds, and for resolving their negative tax issues
Kids Coordinator
Burlington
09.2019 - 08.2020
- Coordinated the flow and merchandising of the kids/baby department
- Managed floor when manager was off duty or otherwise engaged
- Trained new employees in product placement procedures and recovery
- Identify customer needs
- Identify and assess customer needs
Front Office Assistant
East Point Medical
11.2011 - 05.2012
- Performed scheduling, record keeping, charting and supply maintenance tasks
- Center averaged an intake rate of 50 patients per day, proficient at conflict management and dispute resolution; became unofficial center patient liaison
Front Office Maintenance Facilitator
The Atlanta Dental Group
04.2010 - 09.2011
- Responsible for medical supply and inventory control, equipment sterilization and room preparation
- Verifies insurance coverage and qualifying patients for alternate coverage to ensure best financial outcome
- Insurance correspondence and scheduling patients
Education
Post-Degree Certificate - Medical Assissing
Sanford Brown
Sandy Springs, Ga07.2011
Bachelor's - Healthcare Administration
University of Phoenix
Atlanta, Ga06.2010
Skills
- Communication
- Teamwork
- Problem-solving
- Time management
- Critical thinking
- Decision-making
- Organizational
- Stress management
- Adaptability
- Conflict management
- Leadership
- Creativity
Accomplishments
- Supervised team of 5 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Initial Assistance Representative
Internal Revenue Service, IRS
01.2025 - Current
Account Collections/CSR
Internal Revenue Service, IRS
01.2024 - 01.2025
Mail Carrier
United States Postal Service
12.2022 - 01.2024
Accounts Management /CSR
Internal Revenue Service (IRS)
01.2022 - 12.2022
Kids Coordinator
Burlington
09.2019 - 08.2020
Front Office Assistant
East Point Medical
11.2011 - 05.2012
Front Office Maintenance Facilitator
The Atlanta Dental Group
04.2010 - 09.2011
Bachelor's - Healthcare Administration
University of Phoenix
Post-Degree Certificate - Medical Assissing
Sanford Brown