Sheila Urum-Eke

Grandview MO *****

Day/Evening phone 816-***-****

ad06e3@r.postjobfree.com

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Objective: To join an organization that is motivated, engaged and focused on efficient and ethical service in a diverse environment.

Work Experience:

Charter Communications – Kansas City, MO 03/2023 – 5/2023 Temporary Contract Customer Service Representative/Fraud Investigator Manager: James Worford 785-***-****

Interacted with customers over the phone by researching data, assisting in fraud prevention, account takeover, abuse, identity theft, fraud schemes, resecuring customer accounts, and mobile orders. Applied fact-finding methods to investigate potentially fraudulent activity in transactions dealing with Cable, Internet, and Mobile Orders. All relevant information leveraged from appropriate sources was collected, analyzed, and documented. All efforts made to support, simplify, and enhance the customer experience consistently and actively.

Internal Revenue Service, Kansas City, MO 64108: 01/1988 – 08/1989 and 01/1991 – 08/2018 Different positions - all 40 hours per week

10/2009 - 08/2018 - 0592 GS 07 Permanent Position

Tax Examiner (TE): External Leads (EL) Department

Exiting Supervisor: Christa Hinkle 816-***-****

From 5/2011 - 8/2018 analyzed and verified, inventory received as taxpayer account information from third party institutions to determine and confirm validity. Complete account adjustments, perform credit transfers and provide manual refunds in a timely manner. Manage inventory thru Lead Management System (LMS) and Office Reversal Leads (OSRL) databases. Update and monitor accounts status on Integrated Data Retrieval System (IDRS), Electronic Fraud Detection System (EFDS), Scheme Tracking and Retrieval System (STARS) and Accounts Management System (AMS). Create vouchers, indemnification letters, and statistical memos. Other programs worked: Accounts Resolution, electronic refund inquiries (e4442’s), and return charge outs (RCO’s). o 10/2011 - 12/2011 System Accessibility Test (SAT) participant 0592 GS 07 Supervisor Lisa S. Wilson 240-***-**** Detail - Time limited appointment Selected for a two month off site assignment to assist in testing the Workload Management System (WMS), STARS, & Contact Employer (CE). Provided technical information and knowledge that assisted the SAT team in clarifying issues and problems. Constructed artifacts of executed tests results which were saved and included in a comprehensive directory of all tests artifacts of FS 2012. Identified and documented several application and documentation problems during the test. Received a letter of Appreciation from the Director of SAT upon my departure. Frontline Manager CADRE or LDP Program: All 0592 IR 08 Time Limited appointments 02/2018-04/2018 Accounts Management: ACA, Amended returns, & Entity Supervisor Amy Wagner - 816-***-****

03/2016 – 10/2016 Accounts Management: AMRH 09 Internal Transcripts Supervisor: Lea Maddy - 816-***-****

01/2016 – 03/2016 Submission Processing: CARE Quality Sheila Urum-Eke

Grandview MO 64030

Day/Evening phone 816-***-****

ad06e3@r.postjobfree.com

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Supervisor: Kathleen Edwards - 816-***-****

01/2012 - 12/2014 RICS/IVO: Account Resolution/Identity Theft Department Supervisor: Rudy Alvarado - 559-***-****

05/2011 – 10/2011 AMTAP: Accounts Management Taxpayer Assurance Program Supervisor: John Chapman - 737-***-****

• Supervised technical inventory and maintained administrative duties for up to 16 0592 GS 07-08, New hire, Seasonal and or Permanent TE’s. Managed primary program inventories include ID Theft, 7’s ACL listing, Manual Refunds, refund inquires (e4442’s), Unpostables, Paper and Electronic screening, Contact Employer verification, Paper Referrals, Case Management, SSA_ORS, AMRH09 Internal Transcripts, Input Corrections, and Account Resolution.

• Attended administrative and technical weekly conference calls via Office Communication live meeting or in conference room with Operation, Department, Front line, subject matter experts and points of contact, to discuss, program statistics, breakdown structure, referencing allocated budget, program statistics, work breakdown structure, implementation, and process statuses.

• Manual Refund and EFDS Organization, Site Manager POC. Identified developmental and training needs of employees as the new Manual Refund Manager with a backlog of rejected manual refunds. Ensured accuracy by implementing a manual refund quality review process with my team that produced 100% individual reviews, inspired team involvement and boosted overall moral, effected external departments AM and SP, and provided good customer service by allowing timely released manual refunds. Ensured employee knowledge by providing appropriate training, technical and procedural reviews, staying current on all IRMs and updates and keeping all informed.

• Handled Tax cases, Labor Relations issues, and employee disputes, held one-on-one meetings and issued memos to employees; all in a civil, respectful, cooperative manner allowing work to continue and goals to be met.

• Performed Administrative Duties including Human Resources, National Treasury Employee Union, Labor Relations, Reasonable Accommodation and Annual Assurance for assigned TE’s.

• Performed change requests using KISAM, monitored and maintained daily updates for activation.

• Site POC for Unpostables. Scheduled and ran Discoverer queries and provided reports for other teams. Provided the RICS collective weekly Control-D unpostable listings and closure report to the operation. Created and timely maintained administrative and technical files for 16 Accounts

• Management new hire employees including 6850’s, Employee Performance File, Medical and Drop files, and evaluative quality reviews (EQRS)to include timely feedback. Maintained an employee growth outlook with diverse groups and kept engaged, motivated and productive teams as a result.

Assisted Programs: Paper Referrals, AMS Refund Inquires (e4442’s), Unpostables, Paper and Electronic EFDS screening, Contact Employer verification, Case Management, and SSA_ORS database verification. Lead Tax Examiner: 0592 GS 08: Time Limited appointment 11/2010 - 05/2011 Accounts Management Taxpayer Assurance Program (AMTAP) Supervisor: Sandy K Barnes - 816-***-****

Distributed, monitored, reviewed, verified, and confirmed status through completion of all inventories assigned to my team of 14 TE's. Assured timely completions of work by equitable distribution based on TE skill on and strategic distribution of work., Assisted with annual CPE classroom training, certification, and on-the-job instruction, maintained knowledge of current procedures and updates, and provided to the team accordingly. Joined TE’s as needed to complete assigned work efficiently. Maintained daily and Sheila Urum-Eke

Grandview MO 64030

Day/Evening phone 816-***-****

ad06e3@r.postjobfree.com

3

provided weekly total reports of receipts and closures of referrals and assigned work, completed monthly and periodic reviews to confirm knowledge or provided additional one-on-one training as needed, Occasionally Acted as Manager in the absence of my manager. 10/2009 -11/2010 TE: Analyzed validity of taxpayer account information regarding Time sensitive, Taxpayer Advocate Service (Hardship) Assistance Operational Reviews (TAS/OARS), by accessing relevant systems to review, prior to completing full range of corrections and account adjustments and inputting manual refunds for taxpayers, Worked hand in hand with over 200 nationwide taxpayer advocate representatives via email, phone and fax to ensure taxpayers provided all qualifying proof of income documents and released appropriate refund timely. I was recognized four months straight in the Wage and Investments WI- OFFLINE publication for outstanding customer service from June-September 2010, Acted as Temp work leader when needed.

01/1998 - 10/2009 Criminal Investigation/Fraud Detection Center: Permanent Positions

• 01/2004-10/2009 Investigative Assistant - 1802 GS 07 Supervisor: Martha Lanter (retired)

o Unpostables- corrected adjustments to allow posting o External Leads Referrals – followed leads on possible fraud and worked accordingly o TAS/OARS - account adjustments, entity correction and manual refunds with 3-day turnaround.

• 6/2001-01/2004 Investigative Analyst -1801 GS 09 Supervisor: Rhonda Hinkin (retired)

o Built and scheduled Discoverer database queries on suspicious pattern analysis to detect new activity at earliest date and allow for quick loss prevention. Scheme Development, special agent referrals including bound excel data statistics of detection and loss, location, and memos. o Return Preparer Program: analyzed suspicious preparer activity to detect and prevent fraud. Egregious findings would be submitted to agents to pursue. o Fraud Detection and Prevention, stopping refunds, building scheme packages o Fraud Awareness Briefing Coordinator, informing other IRS offices of detected fraud awareness processes by giving briefings tailored to the audience. o Acted as manager in my managers’ absence.

• 01/1998-06/2001 Tax Examining Assistant 0592 GS 5/6/7 Supervisor: Lori Higgs 816-***-****

Scanning (today’s Screening), Research, Verification, Contact Employer, Fraud Detection, AMS refund inquiries, Scheme Development

Earned Income Tax Credit Testing: Selected for a one-week off-site training to learn the EITC process and hold as primary duty for the year. Assisted other TE’s in learning the process after my term ended. Sheila Urum-Eke

Grandview MO 64030

Day/Evening phone 816-***-****

ad06e3@r.postjobfree.com

4

02/1995 – 06/1997 0356 GS 05

Lead Data Transcriber Seasonal appointments (5-7 months) Supervisor: Vacha Campbell (retired) 816-***-****

Lead up to 48 seasonal and new hire Data Transcribers in performance of duties including fair and equal distribution, monitoring and Key Verifying of work and follow-up on timely completion of assignments. Strategically utilized operator skills and knowledge of accuracy and speed to ensue daily estimates were met or exceeded. Acted as manager during manager absence as needed. 01/1991 – 01/1995 Series: 0356 GS 3/4

Data Transcriber Seasonal appointments (5-7 months) Key entry of individual income tax returns with 10,000+ keystrokes per hour. United States Department of Agriculture – Temp assignments GS 4 08/1989 - 01/1991 Clerk and Office Assistant: reviewed Federal Crop Insurance claims for customer approval and release of funds.

01/1988 – 08/1989 Internal Revenue Service -Seasonal Data Transcriber 0356 GS 2/3 Work related training:

QRIND for Manager 03/28/2018, CIS for Managers 03/06/2018 ACA Manual Refunds refresher, Cross-funcAonal, Team Fundamentals 11/28/2015 IRS Front Line Manager Curriculum:

Front Line Readiness Program 10/05/2017 Leading Teams 11/21/2013 Fundamental Management Skills 08/09/2013 Front Line Managers Course 04/19/2013 Federal Law Enforcement Training Center (FLTC) Brunswick, KY United States: Advanced Analyst Training/Advanced Discoverer 08/26/2002 Class #203 Basic Analyst Training /Basic Discoverer 12/13/2001 Class #201 Education:

Missouri Community College Kansas City, MO United States: 01/2019-05/2022 Associates in Applied Science of Business Management Degree 12/2021, GPA 3.7 AccounAng 100, Technical CerAficate 05/2004, GPA 4.0 Micro Computer ApplicaAons, Technical CerAficate 12/1992, GPA 4.0 Dickinson Business School Kansas City, KS United States: Technical Certificate 04/1987, GPA: 3.8

Major: Accounting Clerk Minor: Typing

Volunteer: FEMA responder:10/2017 – 8/2018; available and ready within 48 hours if called for deployment. AIM-IRS 4/2016 Nominations Director, Secretary 01/2017 – 8/2018 Unaccounted time:

02/2022 – present: Licensed Realtor in Kansas and Missouri ReeceNichols, Lees Summit: Broker Chad Dumas 816-***-**** 9/2018 – 12/2018 unemployed.

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