Jillian Metras
Mount Pleasant
Summary
Self-motivated professional with strong leadership capabilities, excelling in customer success and support. Effectively resolves taxpayer issues on the first contact, negotiates payment plans, and provides training to enhance team performance. Detail-oriented and proficient in utilizing technology to streamline operations and improve communication.
Overview
18
18
years of professional experience
Work History
Contact Representative
The Internal Revenue Service
Holtsville
2022.03 - 2026.04
- Delivered quality service to taxpayers, resolving issues on first contact to prevent escalation.
- Educated taxpayers on policies and procedures, improving understanding and compliance.
- Assisted taxpayers with inquiries through oral or written explanations on various tax-related notifications.
- Negotiated payment plans based on financial statements while safeguarding government interests.
- Performed research and analysis to recommend account adjustments, including verification of calculations and penalty abatement.
- Utilized internal revenue systems like HR Connect and IDRS to enhance operations and service delivery.
- Provided training and guidance to teammates on technical manuals and procedural updates, creating job aids for clarity.
- Maintained current knowledge of local procedures and technology trends to drive efficiency and improve taxpayer experience.
Manager
The K9 Shop
Massapequa & Bohemia
2018.01 - 2021.01
- Chosen as first employee to lead operational planning and team development for business growth.
- Provided management support in high-volume specialty health and wellness space for canines and felines.
- Oversaw staffing responsibilities, reviewing applications and conducting interviews to select top candidates.
- Delivered training on store policies, procedures, and product assortment; assigned staff duties based on skills.
- Managed departmental staff scheduling to enhance productivity while maintaining budget compliance during peak times.
- Maintained inventory levels of key stock items by analyzing sales trends and projections to ensure product availability.
- Coordinated vendor meetings to review new products and organize in-store events for product launches.
- Developed daily social media updates that engaged customers and expanded follower base through effective brand messaging.
Canine Care Specialist
Dog Walking
Holbrook
2016.01 - 2021.01
- Established and operated high-volume domestic pet service enterprise, focusing on customer satisfaction and care quality.
- Developed extensive account portfolio through client referrals and targeted social media marketing initiatives, enhancing brand presence.
- Designed and maintained website to enhance online visibility.
- Managed comprehensive accounting functions for small business operations, ensuring financial accuracy and compliance.
Fitness Instructor
Rincon Ride
Rincon
2014.01 - 2016.01
- Certified Spinning® instructor through Mad Dogg Athletics.
- Conducted engaging spin classes in high-traffic tourist areas, attracting diverse participants.
- Instructed guests on proper equipment usage, enhancing safety and well-being.
Fitness Instructor
Gurney's Montauk Resort & Seawater Spa
Montauk
2015.01 - 2016.01
- Certified Spinning® instructor through Mad Dogg Athletics.
- Led dynamic spin classes for guests, fostering an energetic and motivating atmosphere.
- Instructed guests on safe equipment usage, promoting overall fitness and injury prevention.
Teacher's Assistant
Children's Choice Childcare
Hauppauge
2008.01 - 2014.01
- Supported classroom activities for children aged infant to five years in childcare center for Suffolk County employees, fostering a positive learning environment.
- Implemented multi-sensory activities that integrated basic learning concepts with gross and fine motor skill development, enhancing children's engagement and learning outcomes.
- Assisted teachers in preparing lesson materials and classroom activities.
- Supervised children during playtime and structured activities for safety.
- Supported individual learning needs through personalized attention and encouragement.
Education
Veterinary Assistant Certification - Animal Science
Board of Cooperative Educational Services
Bellport, NY2018-05
Associate of Arts - Liberal Arts
Suffolk County Community College
Selden, NY2013-01
Skills
- Customer success and support
- Multichannel support
- Case management
- Service delivery
- Training and onboarding
- Process improvement
- Remote collaboration
- Collaboration tools
- Zoom communication
- Office productivity
- AI productivity tools
- Relationship management
- Conflict resolution
- Cross-functional collaboration
VOLUNTEER EXPERIENCE
The Puerto Rico Dog Fund, Coordinator/Volunteer, Rincon, Puerto Rico, 2017 - Present,
- Support a nonprofit dedicated to rescuing, rehabilitating, and rehoming abandoned and neglected dogs.
- Coordinate veterinary care for foster dogs by scheduling and transporting medically complex cases to primary care veterinarians, emergency hospitals, and specialty practices.
- Assist with community spay and neuter clinics by supporting logistics, volunteers, and access to preventative veterinary care.
- Collaborate with veterinarians, veterinary technicians, rescue partners, and volunteers to ensure continuity of care.
- Foster dogs with medical and behavioral needs while advocating for successful treatment and adoption outcomes.
- Support fundraising and community outreach initiatives promoting responsible pet ownership and animal welfare.
Michael J Cleary Live Large Foundation, Board Member, Bayshore, NY 2019 - Present
- A start up nonprofit organization providing heart health awareness in an effort to educate and save lives
- Present opportunities, Organizing and fundraising for events hosted or sponsored by the organization such as golf outings, heart screenings, local scholarships and school funding
- Provided photography services
- Managing online payment services and subscriptions as well as marketing on social media
- Scouting, meeting, securing vendors and locations for events
- Placing wholesale orders for supplies, fundraising apparel and more
Timeline
Contact Representative
The Internal Revenue Service
2022.03 - 2026.04
Manager
The K9 Shop
2018.01 - 2021.01
Canine Care Specialist
Dog Walking
2016.01 - 2021.01
Fitness Instructor
Gurney's Montauk Resort & Seawater Spa
2015.01 - 2016.01
Fitness Instructor
Rincon Ride
2014.01 - 2016.01
Teacher's Assistant
Children's Choice Childcare
2008.01 - 2014.01
Veterinary Assistant Certification - Animal Science
Board of Cooperative Educational Services
Associate of Arts - Liberal Arts
Suffolk County Community College