Contact Representative Data Entry
Resume:
Mrs. Darlene G Williams
North Dinwiddie, VA 23803 United States
Mobile: 804-***-****
Fax: 804-***-****
Email: ******************@*****.***
Work History
Major Movers Dance
601 N 5th Ave
Hopewell, Va 23860
01/2019 - Present
Supervisor: Tiara Gilliam
Record Keeper/ Treasurer
Perform data entry other clerical duties such as answering telephone, sorting and distributing mail, running errands or sending faxes.
Provided administrative support, data entry and record keeping for the Major Movers Dance Company.
Gather, register, and arrange the material for data entry.
Perform data entry duties as required for records keeping.
Service Coordinator Data entry, daily record keeping and invoicing of majorette dancing service.
Handling figures and cash and making deposits. Dealing with large sums of money and budgets.
IRS
400 N 8th St
Richmond, VA 23219
10/2009 - 01/2019 -
Supervisor: Ericka Woolfolk 804-***-****)
Retired- 1/31/2019
Temporary Supervisory Contact Representative
Series: 0962 Pay Plan: IR Grade: 7
As a call center SB/SE Supervisory Contact Representative, I supervise one Lead Contact Representative and 16 Contact Representatives, to meet agency and departmental measures, objectives and goals. I use my exemplary leadership skill to influence, develop,engage and support employees to reach their fullest
potential. I utilize my sharp writing and
communication skill to ensure quality,
administrative, performance and conduct issues are properly addressed, discussed and/or documented with employees by being committed to employee engagement. I prepare polished written mid-year and annual appraisals. I am the go to person to
create and present workshops and presentations for the operation and Directorate. Many of my presentations have been shared with IRS Directors,
nationwide. I successfully maintain and monitor. Managed internal management control systems. Showcasing and executing my ability to multitask. I established and
facilitated bi-weekly meetings, created agendas, brainstormed issues, reviewed analytics and statistics to identify trends, complete monitors. I maintain current knowledge and updates to NTEU contracts/agreements as well as IRM and IRC policy and procedures. As Supervisory Contact Representative, I create meeting agendas
and conduct team meetings. I prepare training
materials to assist with employee development,quality and support operations to produce high quality results. In my ten year tenure as supervisor,I have proactively developed eight employees who
have since moved on with promotions within and outside the service; but within government. I actively participate operation wide in development and
coaching of employee skills. I monitor monthly required telephone calls, input results on NQRS and provide feedback to employees.
Evaluates the work of the staff by distributing, balancing, monitoring and reporting on
workload in accordance with established
workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads.
Research and develop training materials for
employees.Interview new hires.Conduct mock interviews to assist in developing
employees.Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand. Demonstrated proficiency of Risk Management. Successfully managed changing priorities with high volumes of work.
Resolve formal and informal complaints; refer
others to next level manager and Labor Relations. Actively troubleshoot employee IT issues.Analyze reports and statistics and implement creative strategic planning to ensure program goals and successes.
Analyzed trends and performance data and
achieved superior customer satisfaction ratings across team. Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs. Effectively assisted Department Manager with
ensuring appropriate forms necessary to
employee EPF's were properly maintained and
up to date. I assist with irate taxpayers
who are experiencing economic harm, who are seeking help in resolving tax problems that have not been resolved through normal channels. Assist with interviewing new hires for seasonal positions.
IRS
400 N 8th St
Richmond, VA 23219
10/2007- 10/2009
Supervisor: Juanita Russell 804-***-****)
Lead Contact Representative/Independent Reviewer GS-9
As Lead Contact Representative, I carry out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. You will serve as a work leader over employees performing work on the customer service toll-free system used by the public to resolve issues and obtain information about tax administration. In this role, you will often support employees within the unit in providing a full range of administrative and technical assistance to individuals and/or businesses by telephone and/or correspondence. This work involves a diversity of issues/problems related to a wide range of tax processing regulatory requirements and procedures administered by the Internal Revenue Service.As a Lead Customer Service Representative you will: Perform work that is of the same kind and level as the employees being led. Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time.
Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Stop payments on refund checks when appropriate. Assure equitable distribution among employees and timely accomplishment of assigned workloads.
Amend or reject work not meeting established standards and refers to supervisor any problems on meeting performance standards.
Maintain current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees. Resolve simple informal complaints; refer others to supervisor, report on performance, progress and training needs of employees and on disciplinary problems.
Perform administrative duties in the absence of the manager.
Internal Revenue Service
400 N 8th St
Richmond, VA 23219 United States
10/2002 - 10/2007
Supervisor: Juanita Russell -804-***-****
Contact Representative GS-8
Duties are to educate taxpayer, negotiate proper payment options, address a wide range of issues that require unique solutions and apply Internal Revenue Service tax laws and regulation to assist taxpayer. Interpret in detail tax assessments, federal forms, IRS
correspondence and other issues that cause
taxpayer to owe. I have proven ability to collect, analyze and document taxpayer financial statements and interpret best arrangement to help meet IRS
mission. Knowledgeable of Disclosure requirements relating to IRS procedures. Handle confidential internal and faxed material. Team player but able to
work independently. Great negotiating and
mediation skill where able to diffuse the most upset taxpayer. Input account adjustments and have technical skill in bankruptcy/Federal Tax liens and levy laws as well as proven skill in IRS internal systems such as IDS, ACSweb, LexisNexis, AT Tool, Quick Pads and Westlaw. I volunteer to conduct workshops and prepare job aids to assist call-site. Professional appearance, positive attitude,
exude confidence and always have willingness to learn and teach. Always asked by senior
management of opinion on new system roll outs and technical changes to Internal Revenue Manual, that happen in fast paced and ever changing call-site environment. Served two successful 120 day Acting
Lead assignments in 2006 and 2007.
EDUCATION
Education:
Dinwiddie Sr High School North Dinwiddie, VA
Diploma- June, 1980
VA State University Petersburg, VA
Some College Coursework Completed
GPA: 3.0 of a maximum 3.0
Credits Earned: 75 Semester hours
Major: BUSINESS ADMINISTRATION
1980-1983
Credits Earned: 59 Semester hours
Major: Business Administration Minor: Office Administration
Relevant Coursework, Licenses and Certifications
Certifications:
Performance Award - September 2016
QSI - 2015
Manager of the Year - 2015
Certificate of Appreciation - IRS leadership Legacy - 2014
Performance Award - Performance and Time off Award - August 2012
(3) Manager's Award - July 2012
Performance & Cash Award - September 2012
Certificate of Appreciation - Workshops (WILL) W & I Leadership - October 5, 2011 and November 2, 2011
Certificate of Completion - Leadership Development Program Nov. 2, 2011
Quality Step Increase - August, 2011
Presented 25 Years of Service Plaque - June 2011
Classroom Instructor's Training Certificate - July 17, 2009
Internal Revenue Service Certificate of Completion - Transition to Management Training December 2008
Accounts Management Recognition Award - April 2008 for working in Walk-In - Volunteer Assistance for Super Stimulus Saturday
Quality Step Increase Certificate - May 2008 / Complimentary letters from taxpayers - 2001-2008 & Manager's Award - May 2007
Performance and Cash Awards - September 2006, September 2005, September 2004 and September 2003
15th year Certificate & pin recognition - 2001
20th year Certificate & pin recognition - 2006
Skills
• Leadership Skills
• Management Skills
• Dedication
• Communication Skills
• Empathy & Compassion
• Time Managemennt Skills
• Persistence
• Problem Solving
• Preparing tax returns
. Multitasking
Knowledge
Gathers, organizes, shares and analyzes its knowledge in a way that is easily accessible to employees. This knowledge includes technical resources, frequently asked questions, training documents and people skills.
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