Heather Norris
Southgate,KY
Summary
"Driven Customer Service Professional with expertise at the IRS, specializing in resolving inquiries and elevating service delivery. Proficient in managing high-volume calls and escalating complex issues to ensure satisfaction. Experienced in staff training and implementing operational strategies to enhance efficiency and foster loyalty."
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
06.2023 - 11.2025
- Enhanced taxpayer compliance through education on services and resources available.
- Resolved inquiries about tax regulations and filing procedures for customer satisfaction.
- Streamlined service delivery processes in collaboration with team members.
- Maintained accuracy while managing high-volume customer calls effectively.
- Efficiently handled escalated calls, achieving satisfactory resolutions for customers and company.
- Documented customer interactions for improved future service and database accuracy.
Assistant Store Manager
Gold Star Chili
05.2015 - 02.2023
- Enhanced customer satisfaction by supervising daily operations and optimizing service.
- Trained new staff, improving operational efficiency and customer engagement skills.
- Reduced inventory waste through effective management strategies and improved stock accuracy.
- Created employee schedules, maximizing labor resources and boosting overall productivity.
- Facilitated team meetings to communicate goals and performance metrics effectively.
- Resolved customer complaints promptly, increasing satisfaction and loyalty rates.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Call management
Timeline
Customer Service Representative
Internal Revenue Service, IRS
06.2023 - 11.2025
Assistant Store Manager
Gold Star Chili
05.2015 - 02.2023