Customer Service Case Management

JANETTE HERNANDEZ

Kansas City, KS *****

913-***-**** - ************@*****.***

PROFESSIONAL SUMMARY

Resourceful Tax Examiner capable of ensuring all tax information is completed according to deadlines and procedures. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team. Efficient Tax Examiner with 10 years of tax preparation experience. Skilled in accurately transcribing updated taxpayers' demographics and other information. Type 100 wpm and verifies accurate transcription of all forms and entries. SKILLS

Fee assessments

Tax form proficiency

Delinquent account management

Excellent negotiation skills

Case management skills

Account reconciliation

Team building

Inventory management

Administrative support

Audit Customer service

Senior Analysis

WORK HISTORY

11/2015 to Current Tax Examining Technician

Internal Revenue Service – Kansas City, MO

Answered questions from taxpayers and assisted individuals with completing tax forms.

Maintained up-to-date contact information for each case under review. Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.

Reviewed historical IDRS,AMS, SERP data to check compliance with internal and regulatory standards.

Improved operations by working with team members and customers to find workable solutions.

Examined accounting systems and records to determine appropriateness of methods and controls.

Demonstrated self-reliance by meeting and exceeding workflow needs. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Created agendas and communication materials for team meetings. Collaborated with others to discuss new IRMS updates and maintain current knowledge of procedure and polices to deliver to as team. 12/2013 to 11/2015 Data Transcriber

Internal Revenue Service – Kansas City, MO

Transcribed data after verifying information to deliver projects with 100% accuracy.

Accurately entered data in numerical and alphabetical order. Complied with security policies and kept information confidential. Demonstrated self-reliance by meeting and exceeding workflow needs. EDUCATION

High School Diploma

Washington High School - Kansas City, KS

LANGUAGES

Spanish

Full Professional

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