Tammy Iliff

Remote customer-service professional with 10 years of experience supporting financial services, government programs, and disaster-assistance operations. Strong in multi-system navigation, technical troubleshooting, identity verification, and high-volume inbound call handling. Known for accuracy, empathy, and consistent performance in compliance-driven environments.

Account Services Representative at Ascensus (2025-01 – Present)

• Resolved 50–70+ customer inquiries daily with 98% documentation accuracy and 95%+ compliance scores
• Navigated 5–7 financial systems to troubleshoot retirement-account issues and improve first-call resolution by 30%
• Maintained 97%+ schedule adherence, ensuring consistent and reliable remote support

Tax Fraud Investigator at Missouri Department of Revenue (2024-01 – 2025-01)

• Completed 40–60 fraud investigations weekly with 99% documentation accuracy and 100% confidentiality compliance
• Reduced processing delays by 25% through accurate escalation of high-risk cases
• Improved taxpayer clarity and reduced repeat contacts by 20% through effective communication

Customer Service Representative (DSA) at PSI-ProSphere (2023-01 – 2024-01)

• Managed 80–120 FEMA inbound calls daily, maintaining 90–95% QA scores and 92% customer satisfaction
• Completed 300+ case updates weekly, ensuring accuracy and compliance across 6+ federal systems
• Reduced escalations by 35% through clear communication and empathetic support

Bachelor of Science Coursework in Psychology, Minor in Art – State Fair Community College