Victoria D. Barnes
Atlanta
Summary
Adaptable and results-driven professional with over 10 years of combined experience in call center operations, customer service, and administrative support. Skilled in high-volume outbound and inbound communications, script adherence, appointment scheduling, and handling sensitive information with confidentiality and accuracy. Proven ability to meet and exceed productivity targets while maintaining professionalism, courtesy, and compliance with federal regulations. Seeking to leverage strong communication, multitasking, and organizational skills in a member engagement role.
Overview
17
17
years of professional experience
Work History
Collection Contact Representative
Department of Treasury (IRS)
06.2020 - Current
- Manage 50–100+ inbound and outbound calls daily in a fast-paced call center environment, providing technical assistance and solutions to individuals and businesses.
- Follow approved scripts and procedures to explain regulations, address disputes, and negotiate resolutions.
- Research and analyze complex cases across multiple database systems to secure accurate outcomes.
- Ensure strict compliance with confidentiality and federal guidelines when handling sensitive taxpayer information.
- Consistently meet daily and weekly performance metrics for call volume, case resolution, and quality.
Customer Service & Business Office Associate
Carmax
10.2016 - 02.2020
- Handled high-volume inbound and outbound calls to coordinate vehicle purchases, payments, and inventory inquiries.
- Scheduled and adjusted appointments with customers and coordinated vehicle deliveries.
- Processed financial transactions, cash handling, and DMV documentation with 100% accuracy.
- Collaborated with internal teams and external offices to resolve customer inquiries and complete sales paperwork.
- Consistently met service and quality standards in a fast-paced office and retail environment.
Motor Transport Operator (88M) – Logistics
United States Army
01.2009 - 02.2015
- Maintained accountability and control over $2M in military equipment, ensuring zero losses.
- Enforced safety and compliance protocols, achieving a 0% accident rate across missions.
- Coordinated logistics operations and scheduling for six major training missions, reducing costs by $48K+.
- Developed procedures and alternative methods for supporting remote staff, improving participation and efficiency.
Education
B.S. - Astronomy & Planetary Sciences
Arizona State University
01.2027
Associate of Science - Science
Joliet Junior College
08.2014
High School Diploma -
Campbell High School
Smyrna, GA05-2008
Skills
- High-Volume Call Management (300 daily dials)
- Script Adherence & Persuasive Communication
- Appointment Scheduling & Adjustments
- Customer Service & Complaint Resolution
- HIPAA/Sensitive Information Compliance
- Outbound & Inbound Call Handling
- Data Entry & Database Systems
- Team Collaboration & Coaching
- Problem-Solving & Decision-Making
Timeline
Collection Contact Representative
Department of Treasury (IRS)
06.2020 - Current
Customer Service & Business Office Associate
Carmax
10.2016 - 02.2020
Motor Transport Operator (88M) – Logistics
United States Army
01.2009 - 02.2015
B.S. - Astronomy & Planetary Sciences
Arizona State University
Associate of Science - Science
Joliet Junior College
High School Diploma -
Campbell High School