William Anderson
Operations Specialist & Contact Representative
DECATUR
Summary
Seasoned writer experienced in delivering impactful creative content geared toward audience engagement and retention.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Contact Representative
Internal Revenue Service - Treasury Department
05.2023 - Current
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers' unique challenges.
- Maintained high levels of efficiency and accuracy while providing support to team leadership.
- Served as acting lead to supervise day-to-day operations and meet performance, quality and service expectations.
- Collaborated with the management team to improve team efficiency and morale.
Business Operations
Microsoft
07.2012 - 01.2023
- Used technical writing skills to develop training documents for use in employee skill development, the detailing of compliance processes and procedures, and internal best practices regarding the use of technical systems.
- Extensive knowledge of the M365 Office Suite, Google Docs, Wordpress, and other publication tools.
- Used exceptional written and verbal communication skills to develop and distribute internal company messaging, ensuring the content was concise and consistent with the company's brand voice and vision.
- Oversaw the onboarding and training of incoming associates and coached them toward career success in a mentorship role.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Creative Writing
Georgia State University
Atlanta 08.2009 - 06.2012
Skills
Office Expertise
Research
Customer Relations
Workload Management
Product and service knowledge
Operations Management
Timeline
Contact Representative
Internal Revenue Service - Treasury Department
05.2023 - Current
Business Operations
Microsoft
07.2012 - 01.2023
Creative Writing
Georgia State University
08.2009 - 06.2012
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