Customer Service Management

Catherine Leftwich

Aurora, CO *****

QUALIFICATION PROFILE

• Results-oriented case advocacy experience in assisting taxpayers, providing information

services, and assisting with individual and family hardships.

• Instrumental in designing and implementing innovative modalities concerning office

procedurals.

• Empowered individuals to research tax topics, and/or utilize low income tax clinics.

•Well verse in working with people in all economic and culture backgrounds.

• Adept in all aspects of ensuring protection of tax data and protect the rights of taxpayers.

• Comprehensive background in customer service, accounts research, and inventory

management.

EDUCATION

Metropolitan State College, Denver, CO May 2007

Bachelor Degree: Financial Aspects of Human Services

Minor: Accounting

PROFESSIONAL BACKGROUND

Taxpayer Advocate Service, Denver, CO July 2014 to January 2015

Case Advocate

•Handled all aspects of case management including account adjustments, representing taxpayer,

and securing documents to advocate for taxpayers’ circumstances.

•Thorough research of tax laws, and adverse actions taken against taxpayers, e.g. levies and

liens.

• Skilled communicator with a diverse population to ultimately bring relief and resolution to

account issues.

• Classroom instructor for Intake Advocate new hires.

•Participated as a team member to edit and submit changes to the Internal Revenue Manuals.

Taxpayer Advocate Service, Denver, CO July 2008 to July 2014

Intake Advocate

•First point of contact with taxpayers and their representatives - performed triage in receipt of

incoming calls, emails, and walk-ins. Composed and typed written applications of taxpayer

verbal and written submission. I perfected incoming cases for accuracy of coding, grammar and

spelling.

• I demonstrate the ability to read and interpret documents including 1040's, W-2 forms, forms

relating to Earn Income Tax Credits, and dependents/exemptions.

•I conducted research on databases such as Taxpayer Advocate Management Information System

(TAMIS), Integrated Data Retrieval System (IDRS), and Integrated Automation Technologies

(IAT), interpret and use the Document 6209, ADP and IDRS information, publications, Internal

Revenue Manuals, and Internal Revenue Codes.

• Possessed intermediate computer skills in Micro Soft suite applied in working daily activities.

Skilled in searching WEB for information.

• I made presentations to the group on such topics as “Advocating for Taxpayers in Bankruptcy

Cases.”

Taxpayer Advocate Service, Denver, CO February 2003 to July 2008

Secretary

• Composed correspondence and proof for grammar, and spelling for directors’ signature. I

processed outgoing and ingoing mail. On receipt, I input payments on internal software for

processing.

•I organized, plan, gathered, and input payroll data for a bi-weekly payroll system using Single

Entry Time Reporting (SETR). I kept personnel records and created quarterly reports for

director’s review.

• As the purchase cardholder for the group, I requisition supplies using Requisition Tracking

System (RTS). Upon receipt of supplies, I verified accuracy of order, distributive supplies to

individuals.

Recognition: Albert Gallatin Award – Department of Treasury

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