Chad Irby Email & Phone Number

United States

• Knowledge of the basis for legal assessments, handle liability disputes, establish installment agreements, explain levy and lien related activities, and request account adjustments.• Responsible for responding to telephone calls and correspondence from taxpayers/debtors, their representatives, financial institutions and employers regarding delinquent tax and non-tax issues• Using standard account resolution techniques, analyzed accounts to determine appropriate actions to collect the outstanding liability.

• Work closely with our Outside Sales partners to assist in prospecting and procurement of new business. • Tracking existing and new business opportunities within CRM tools including Salesforce.• Produce Ad-hoc reports for Sales and Leadership teams.• Perform billing analysis and recommendations for business and Enterprise/Government level accounts, which includes upselling products to fit business needs.• Worked on an offline team to complete orders and projects from National Accounts using the Work Flow method.• Facilitate presentations and trainings to customers in regards to fulfillment, self-service, new products and new device launches.• Support a workflow management queue for multiple customer request types.• Worked in an escalation queue and successfully negotiated escalated customer complaints to resolution. • Provide onsite customer support for device implementations. • Provide onsite support of disaster relief efforts apart of the Verizon Crisis Response Team• Works proficiently with Excel, Word, and PowerPoint.• Maintained above average quota requirements and coached peers to similar success• Received numerous “Customer Commendation” awards. • Achieved a “Leading” Performance Score 4 out of the 5 years

• Owned customer experience and served as a Single Point of Contact for National Strategic Accounts supporting billing, reporting, monitoring order processing, and handling special account related projects• Researched and resolved complex issues and disputes crossing all areas of the customer experience within specified turnaround times; responsible for resolution specifically related to customer billing and reporting accuracy while maintaining accurate meeting agendas and minutes. • Tracked and identified trends on specific action item metrics, which helps to improve the Account Health Score for the Wells Fargo account. • Utilized multiple systems and various departments to resolve issues in a timely fashion.• Maintained monthly Account Receivables by working with the Customer Financial Services Department. • Handled and resolve escalated customer issues and looped back to parties involved in root causes.• Presented action plans to leadership.• Identified trends in wireless usage to reduce costs• Provided detailed monthly/weekly/daily reports to external and internal customers.• Set up and led conference calls to ensure formal communication regarding special projects• Trained external customers on utilizing self- serve tools.• Provided coaching and feedback to representative on processes and procedures• Achieved 2013 Q1 Employee of the Quarter