Customer Service
Resume:
Mushell Shere
Missouri City, TX 77489 US
Day Phone: 512-***-****
Email: ************@*****.***
Summary of Skills:
Cumulative 9 years of experience in various positions within the Internal Revenue Service, with 3.5 years in customer assistance.
Able to work independently or within a cross-functional team setting.
Self-motivated with ability to lead and work with minimal supervision.
Ability to manage time pressured task effectively through prioritization and multi-tasking.
Excellent oral and written communication and social skills.
Computer skills include Microsoft Office and Windows.
Work Experience:
Internal Revenue Service
3651 S. IH 35
Austin, TX 78741 United States
Tax Examining Technician 01/2013 – Present Duties, Accomplishments and Related Skills:
Handled incoming calls from customers, responding to inquiries, resolving problems and collecting information.
Maintain and filed Payment histories on each individual customer account.
Researching and analyzing individual accounts by collecting information using various computer programs.
Initiate action to resolve accounts by performing various adjustments or credit transfers.
Collaborate with other IRS employees and cross-functional agencies such as Bureau of Fiscal Services (BFS), National Forensic Laboratory (NFL) to resolve issues regarding taxpayer’s accounts.
ITIN Clerk 11/2008 - 01/2013
Duties, Accomplishments and Related Skills:
Compiled data and generated various reports for management.
Batched W7’s and its associate returns, taxpayer correspondence and processed undelivered mail.
Used programs like Real Time system to add inventory, print status sheets and various reports.
Gained experience as a back-up Lead Clerk, instructor (OJI) and as a back-up manager. Part of my duties as back-up lead was to file the reports and timesheets and manage the daily volume of application and tax returns.
Completed various administrative task for the manager and lead for example compose documents for signatures, order office supplies or redirect mail.
Volunteered for special projects including course development, where as a subject matter expert, provided detailed information on ITIN Batching processes and procedures for the Internal Revenue Manual (IRM) and various job aids.
Quality Review Tax Examining Technician 03/2012 - 05/2012 Duties, Accomplishments and Related Skills:
Researched and analyzed W7 applications for purpose of assigning Individual Tax identification numbers (ITIN) and to prevent duplication in the system.
Contact Taxpayers via mail correspondence to inform them of any issues in assigning an ITIN.
Reviewed other Tax examiner work, to verify information and procedure were followed correctly.
ITIN Quality Review Clerk 01/2012 - 03/2012 Duties, Accomplishments and Related Skills:
Performed review on ITIN batching team’s work to ensure procedures were followed correctly.
Completed forms as required by the IRM for errors.
Provided reports to the managers and the leads for their feedback on the number and type of errors, rectification and number of reviews done on each person.
During weekly team meetings provided feedback to the group about the number of errors, types of errors and the status of the group's error rating.
Mail Clerk 02/2007 - 11/2008 Duties, Accomplishments and Related Skills:
Assemble tax applications correctly for processing by ITIN Clerks.
As back-up Lead associate, which, included duties of taking count of the mail and distributing it before the afternoon shift came in.
Prepared daily production and attendance reports for management.
Provided instruction and answered questions about ITIN procedures.
Made decisions on day to day working within the group.
Walmart Supercenter 1800 Carl D Silver Pkwy
Fredericksburg, VA 22401 Sales Associate 01/2004-08/2006 Duties, Accomplishments and Related Skills:
Provided customers with information about products to assist them in making decisions.
Counted money (till) at the beginning of each shift.
Ran the cash register and processed payments in the form of checks, credit card and money bills and coins.
Assisted in stocking shelves, rotating merchandise and marking prices of merchandise.
Trained new associates in the department duties and as cashiers.
Education: Virginia Commonwealth University Richmond, VA United States
Bachelor's Degree 12/2002
Major: Anthopology and Sociology
References available upon request.
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