Shana Cole
Contact Representative @Internal Revenue Service
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WORK HISTORY
Contact Representative @Internal Revenue Service
US
Provide technical assistance to individuals and businesses primarily via telephone in a dynamic call center environment. • Address a wide range of issues requiring unique solutions and application of tax code to help taxpayers meet their obligations. • Secure, analyze, and protect sensitive personal and financial information to process claims and adjustments accurately. • Make determinations and exercise sound judgment to resolve taxpayer disputes and delinquency issues. • Research and evaluate information using multiple online and database systems.
EDUCATION
Southeastern Regional Vocational Technical
High School Diploma
Hair Design Institute
Cosmetology License
ABOUT SHANA COLE
Results-oriented professional with extensive experience in customer service, liaison roles, and government agency interactions. Proven track record of exceeding performance metrics and delivering exceptional service to clients. Proficient in optimizing processes and leveraging ATS systems to streamline operations. Strong communication and interpersonal skills with a focus on building and maintaining positive relationships.
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