Customer service

CASSANDRA ADAMS

*** ******* **, ******, ** *****; 678-***-****

***********@*******.***

Aid taxpayers on technical and procedural matters covering a wide range of issues, while educating taxpayers and their representatives in regards to tax obligations, responsibilities, rights, and options, including possible adverse consequences of decisions while fully advising the taxpayer of all rights and securing some form of agreement.

EXPERIENCE

APRIL 2019 – OCTOBER, 2019

TAXPAYER ADVOCATE, INTERNAL REVENUE SERVICE

Confered with taxpayers who have experienced delays beyond normal processing time, a significant hardship, or where systemic issues have been identified and actions taken, clarifying the basis of the complicating problem and citing applicable laws as necessary.

Educated taxpayers and/or their representatives regarding tax obligations, responsibilities, rights, and options, including possible adverse consequences of decisions. Fully advises taxpayer of all rights and, as applicable, secures agreement of taxpayer to final decision.

Performed specialized research, analysis, and necessary computations to make adjustments to taxpayers' accounts that have specialized factors. Using highly developed institutional knowledge of internal processes, solves vexing process and procedural problems of cases.

Prepared manual refunds, makes abatements, and prepares and executes waivers to extend statutes within TAS statutory and delegated authorities.

APRIL 2008 – APRIL 2019

CONTACT REPRESENTATIVE, INTERNAL REVENUE SERVICE

Conducted complete investigations and negotiations involving routine issues and tax situations, primarily by telephone, applying basic accounting principles, examination techniques and collection processes to assist taxpayers in resolving tax issues.

Relayed procedural information and assistance to a wide range of individuals, including 3rd party representatives such as Tax Accountants, Certified Public Accountants as well as Legal clerks on various tax matters.

Served in the additional capacity of instructor, for an entire department of 250 for existing as well as new employees on departmental policies, procedures and updates.

Received Special Act Monetary Award due to being a great asset to the ACS Operation. As Acting Lead, and in my daily duties as a Contact Representative, I am willing to help others with their creative thinking, and/or technical knowledge and skills.

NOVEMBER 1997 – APRIL 2008

STRATEGIC ACCOUNT SPECIALIST/ACCOUNT REPRESENTATIVE, GE CAPITAL

Maintained account reconciliations, set-up and conversions, credit line management, cash applications and monitored delinquent accounts based on credit line limitations.

Communicated regularly with Corporate Officers, Commercial Credit Managers, Field Sales Managers and Underwriting to assist with account reconciliations and current conditions of accounts.

Created and Served as team Auditor for the accounts where collection went into write-off status.

Developed and created Technical Procedures for the Team Auditor’s process initiated within the department.

Organization adopted the process throughout all departments.

EDUCATION

JULY 2004 – JULY 2007

BACHELOR OF SCIENCE, B/M UNIVERSITY OF PHOENIX

FEBRUARY 2018 - PRESENT

MBA - MASTER OF BUSINESS ADMINISTRATION, NORTHCENTRAL UNIVERSITY - ONLINE

SKILLS

Meticulously detailed Oriented

Analytical

IRS Certified Instructor – 10 years

Proficient in Microsoft Word

Proficient in Microsoft PowerPoint

Strong Technology experience

Quick Developer/Learner

Technically Savvy

Proficient in Microsoft Outlook

Experienced with SharePoint

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