Contact Representative Customer Service

RAKIA VAUGHN

Jacksonville, FL

· *********@*****.*** · 904-***-****

Organized, dedicated and ambitious office professional with a range of excellent office management skills, attention to detail, and thirst for learning. Capacity to work independently, readily adapt, problem solving and the ability to juggle multiple priorities in addition to meeting tight deadlines without compromising quality. Capable of receiving assignments, planning them without instruction, determining when to take suitable action, and obtaining supervisor consensus when essential

EXPERIENCE

AUGUST 2019 – PRESENT

REVENUE OFFICER, PHOENIX, AZ

While serving as a Revenue Officer, I am sustaining the responsibility of protecting taxpayer rights by explaining the taxpayer’s rights and IRS policies and procedures, ensuring the highest level of public trust by educating and promoting voluntary compliance in accordance with the tax laws and regulations. Comprehensive knowledge of business organization and commercial practices. The ability to analyze the operations, financial condition, and profitability of taxpayers including the valuation of large, unusual, valuable, or difficult to dispose of assets. Utilizing all these skills while maintaining and prioritizing an inventory of 65 -70 cases that are weekly replenished.

Knowledge of a wide range of collection, investigative and analytical techniques, and the ability to apply such techniques to the analysis of extremely complex business and financial matters.

Knowledge of a wide range of business laws and practices, judicial processes, laws of evidence, interrelationship between Federal and state laws, and the ability to understand the contents and effects of various complex legal instruments to work collection cases. Experience with bookkeeping fundamentals and return preparation for individual, self-employed and small business taxpayers.

MARCH 2013 – AUGUST 2019

INDIVIDUAL TAXPAYER ADVISORY SPECIALIST, Mesa, AZ

As an Individual Taxpayer Advisory Specialist, I was responsible for providing face-to-face advice, technical and procedural information, and customers service to a variety of taxpayers and/or their representatives through face-to-face meetings. I resolved taxpayer account, payment, filing and notices issues; facilitated the resolution of some examination and collection issues of individual and business taxpayers; protecting taxpayer rights; and promoting compliance in accordance with tax laws and regulations. Educating taxpayers on alternative payment and compliance methods.

I have assisted management with completing some DCI’s and combined the spreadsheet for them to complete the TSRRD’s. I assisted the secretary and managements with the DCIs for OP reviews as well as assisted the secretary with the remittance and non-remittance binders’ organization and reconciliation.

While in this role I completed a detail as a member of the Binder Review Team – where I did analysis of the remittance and non-remittance binder transmittals for the group.

MARCH 2013 – AUGUST 2019

COLLECTION CONTACT REPRESENTATIVE, Mesa, AZ

Collection Contact Representative, Internal Revenue Service, Jacksonville, FL Contact Representative is a liaison for the Internal Revenue Service that provides technical assistance to individuals and power of attorneys through telephone interaction in a dynamic call site environment. While adhering to the IRM guidelines and timeframes of proper phone contact. Also performing inventory duties as assigned.

I have located, summarized, and presented findings of informative material to my group in group meetings.

EDUCATION

2024

BACHELOR OF SCIENCE IN ACCOUNTING, University of north florida

SKILLS AND ACTIVITIES

Customer Service

Critical Thinking

Professional and Personable

Organized

Ability to Handle Fast Paced Environment

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Volunteer Experience (Feds feed Families, VITA)

Administrative and Clerical Support

Analysis and Decision Making

Teamwork

Results Focused

Notary (State of AZ)

Training and Development of Associates

Skip Tracing

Calendaring & Workload Management

Records Management

Member of Federally Employed Women

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