Contact Representative Service Agent
Resume:
TAMEKIA LATRAY CUMMINGS
Kyle, TX 78640
Mobile Phone: 512-***-****
Email: adt7m2@r.postjobfree.com
Veteran's Status: N/A
Citizenship: United States
EDUCATION
Austin Community College
Survey of User Experience Design
Intro to Computing
Fundamentals of Networking
Business Computer Information Systems
Gwynedd Mercy College; Center for Lifelong Learning.
Introduction to Business Adult Studies
Introduction to Business
Group Processes
Law and Social Justice
Community College of Philadelphia
Financial Accounting
Principles of Macroeconomics
Metropolitan Community Colleges of Kansas City, MO
Fundamentals of Speech I
Introduction to Personal Computing, Word Processing and Spreadsheet Applications
General Psychology
Introduction to Algebra
Mathematics for Business
Introduction to Philosophy
University of Missouri, Kansas City
English Composition I
TRAINING
Integrated Talent Management Courses
Supervisory Tax Examining Technician, 75 days; 40 hours per week, IRS 2016
Certified New Hire Trainer, 32 hours, Marriott International 2009
Continuing Professional Education, 40 hours, IRS, Annually since 2007
EMPLOYMENT EXPERIENCE
TAX EXAMINING TECHNICIAN, GS-0592-07
Internal Revenue Service, Automated Underreporter, Austin, TX
01/2013 to Present, 40 hours per week
Supervisor; Christine Mason; 512-***-****, Permission to contact.
I compare originally filed tax returns with electronic information received from financial institutions and/or payers to generate notices that ensure tax compliance. I analyze correspondence and answer incoming phone calls from taxpayers in response to automated notices that propose adjustments to income, deductions, payments, credits and or taxes in which the taxpayer may disagree. Make determinations in acceptability of the explanation following Internal Revenue Manual guidelines and/or local procedures. Enter data in the automated system to generate follow up notices, issue revised proposals and other appropriate correspondence.
I handle approximately 40 cases per day resulting in 98% timeliness and accuracy with 100% professionalism and regulatory/statutory accuracy.
During team meetings I make suggestions to improve quality productivity using Microsoft Outlook reminders and creating folders with rules for incoming email management and control. I've created Word documents to simplify the Internal Revenue Manual procedures and I use Microsoft Onenote to organize discrepancy topics.
As a detailed supervisor for 40 hours per week, beginning March 21, 2016 until May 27, 2016, I supervised nine Tax Examining Clerks where I organized their employee files, approved time off requests, validated self-reported time, held performance conversations and prepared conduct documents. I guided work process improvements and recommended solutions. I prepared biweekly team meeting agendas and led administrative objectives.
TAX EXAMINING TECHNICIAN, GS-0592-06
Internal Revenue Service, Appeals Processing Services, Philadelphia, PA
01/2010 to 01/2013, 40 hours per week
Supervisor: Carlette Hines; 267-***-****, Permission to contact.
I supported the Appeals and Counsel offices by inputting new receipt docket cases and non-docket cases into the automated system from taxpayers who petitioned the tax court in disagreement to IRS findings. I processed interim cases and pipeline closings involving no change tax adjustments.
CONTACT REPRESENTATIVE, GS-0962-07
Internal Revenue Service, Accounts Management, Kansas City, MO
09/2007 to 01/2010, 40 hours per week
Supervisor; Gary Gregg 816-***-****
Upon initial contact as a frontline incoming customer service representative, I used interviewing procedures to protect taxpayers' confidential information when speaking with them or their authorized power of attorney. I used the Account Management System (AMS) to identify areas of concentration to assist telephone inquiries.
Reviewed history notes for previous issues to effectively complete examination and resolve contact issue thus minimizing unnecessary call backs or repeat correspondence from the customer.
I answered an extensive range of tax law related questions in reference to setting up monthly installment plans on balances, researching multiple tax year records to analyze compliance, credits, debits and adjustments.
Managed inventory of amended returns, correspondence and balance due notice inquiries for follow up on tax accounts. Computed penalties and interest on balance due accounts to make the correct adjustments in the Integrated Data Retrieval System (IDRS). Secured payment of delinquent returns by advising consequences regarding their tax liability. Determined financial ability, levy sources and input payment plan options.
FRONT DESK CLERK AND AT YOUR SERVICE AGENT
JW & Marriott Intl. Austin, TX and Kansas City, MO
01/2015 to 07/2015 and 02/2007 to 01/2010
Front Office Manager; Aranka Hartung 512-***-****
As a Front Desk Clerk, I organized, confirmed and processed all guest arrivals, departures, room reservations, change requests and cancellations efficient and courteously using the Property Management System. I welcomed guests and ensured satisfaction throughout their stay. I ran contingency reports to account for all guests and room statuses. I secured payment, verified billing and made adjustments to folios.
As a PBX operator, I was responsible for handling or connecting hundreds of guests daily with hospitality needs. I processed guest requests including wake up calls, preparing loss prevention logs, in room dining orders, concierge services, and valet or bellhop assistance needs.
I served as a Guestware specialist, who used the online system to track every guest contact, dispatch to appropriate area and follow up to ensure guest satisfaction on action specifics. This allowed the team to access previous guest history so their stay would be more personalized in the future and it allowed the company to improve in areas where guest service satisfaction was a priority.
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