Customer Service Data Entry
Resume:
Diane M Allen
Fresno, CA ***11
**************@*****.***
SUMMARY
Organized, dedicated and ambitious professional with an excellent attention to detail. Experienced in business development and administration. Offer excellent interpersonal, analytical, and leadership skills. Proactive approach to maintaining and expanding a client base with a focus on customer service. I have been recognized by more than one employer as a top producer and have received many customer service awards. I also work well unsupervised as well as with a team.
CAREER OBJECTIVE
Administration, Customer Service, Human Resources, Recruiting, Training and/or Data Entry. In my lifetime I have co-owned and operated three different and very distinct companies. In doing so it gave me incredible experience and an abundance of responsibility beyond measure. I have had many professional licenses and still maintain a couple. While my experiences sound varied, being in Real Estate, Lending and Escrow as well as other businesses – one thing they all have in common is hard work, common sense and juggling a lot of balls at once to get to a final close while building to bring more business in the future.
WORK EXPERIENCES
Internal Revenue Service 1325 Broadway Plaza, Fresno, CA 93721 August 28, 2023- August 9, 2024
Position – GS- 0592- 05- IDTVA/DEPT I2204 Tax Examiner
My last position with the IRS was in the Identity Theft Department/Victims Unit. Began my training in a brand-new department to me, to assist in the awareness of identity theft. There was intensive training that involved a system us IDRS (Integrated Data Retrieval System), AMS (Accounts Management System), and IAT (Integrated Automation Technologies) that has many tools to assist in our job. Much of the position consists of research. Each case must be researched so you follow the proper protocol and follow the regulations using codes. Much of what we do in the beginning stages are duplicate and amended 1040 Individual U S Tax returns from prior and current years. This is a consistent 40-hour work week that is intense and focused. In addition to the above technologies, our constant guide is the IRM ( Internal Revenue Manual) that we use to refence always guide our work. Following procedure and accuracy is the most important part of the position. We need to also always keep persona information about the taxpayer and their best interest in mind. Along with the tools of our trade we used a time keeping system caked /SETR and Microsoft Teams for daily communication, as well as Outlook as our Email system. On a daily basis besides our internal systems we used Word, Adobe Acrobat and Excel. This was a full time 40-hour work week plus overtime
IRS 5045 E Butler, Fresno, CA 93701 March 3,2020- June 25,2021
Position – GS -0592-05-Temporary /Seasonal Tax Examiner
In a completely different capacity, I was a tax examiner and worked at many different assignments. During my duty commission I worked in USDA, data processing, code and edit and other departments as needed until the building closed. We used some of the same systems but not as many as my most recent position. This was a 40-full time work and overtime. Since the position was temporary and seasonal it didn’t count and I had to start over when I rejoined in 2023.
Prior to coming back to work at the IRS I did obtain a California State Guards Registration from the Bureau of Security
and Investigative Services. Registration No G6659550 2024
I had to take several hours of online training to obtain this license. The course curriculum was quite interesting and intense. The course study included Gender and Racial Harassment & Discrimination, Verbal skills & Crisis Intervention, respect: Stereotyping and Attitude, Cultural Diversity and Substance Abuse and Mental Health, Ethics and professionalism and Public
DIANE ALLEN RESUME PAGE 2
Relations. I feel this educational training was valuable and gave me additional insight to what I already have learned over the years. Both in running my own businesses and in other positions I have held. I am especially good with recruiting, hiring and training employees. I work well with others and follow instructions as asked and work independently as well. I will be taking continuing educational classes to renew my license.
H & R BLOCK FRESNO, CA Temporary Position January 3, 2023- April 23, 2023
Customer Service Provider (Receptionist)
Greet customers and check to see if they have an appointment and with who. See if they need help with language assistance.
Answer phones, make appointments, take payment and scan tax documents. File confidential documents and safeguard
record keeping. Call past clients to remind them of their upcoming appointments. Keep office running in smooth order and
top efficiency. Collecting upfront documentation upfront does save time and insures that the client is prepare for them
appointment. While this position was seasonal and temporary it was at least 30 hours a week. I was often called in at a
moment’s notice to substitute at different offices as needed. We were open 7 days a week during tax season.
EMERALD ENERGY, LLC FRESNO, CA March 2008 – March 2020
Administrative Assistant, trainer and co-owner Dr. Ray Allen) passed away
This position began as a temporary job as an administrative assistant and girl Friday, very casually, however, it turned into
much more as time went by. It was after the market “crashed” and Citibank decided they didn’t need their “Real Loan Offi-
cers” and closed their retail lending. While I figured where to go, I stepped in to help my “boyfriend” with his tree business,
he was a botanist and had a special tree. I was on the phones and computer then into the greenhouse. I created protocols
on planting the trees, I managed the office and paid the bill. I did much of the hiring and training of the employees as well
as manage the projects. By August 2012 we started traveling oversees which was a really huge undertaking because there
was a lot involved in compliance for interstate and overseas transport. We went back and forth approximately 30 times.
We had a lot of rules with our greenhouse dealing with the permits and getting inspections prior to shipping. I was in-
volved with every aspect of the business with the exception of the science of how to grow the tree. I learned how to grow
the tree better than most anyone. My official name in China became “Tree mama”. The business continued in partnership
for some time until Covid-19 came along. We tried refocusing on U.S. Markets, but, we had other people involved that made
things difficult. I ended up working at the IRS until things settled down. As it turned out my husband got Covid and in the
end passed away. Prior to this I definitely worked a 40 plus hour work week when we were actively working.
CITIBANK, N.A. FRESNO, CA August 28, 2001 -March 2008
Loan Consultant
This position required a great deal of customer service to the branches I served as well as to the customers that I found on
my own through marketing. I often received referrals from the 6 branches that were in the greater area of Fresno. As a loan
consultant it was my job to first interview a client either in person or by phone to see what their immediate needs were. I
then had to match up with the best products that we had that best suited them. I had a great deal of experience in this
field as I had been in the Real Estate industry as a Realtor, and Escrow assistant and lending for 17 years when I took that
position. We did government loans, as well as conventional and second loans. In l my interview process I would determine
their qualifications. I had to collect income, tax and asset documentation especially if they were making a purchase.
I originated loans as well for refinancing primary residences and second homes here in California and across the country.
At times it was long hours and a lot of coordination on our part to input a loan and follow it from start to finish by providing
underwriters with required documentation. It was paramount to maintain discretion at all times regarding personal infor-
mation regards to privacy. I also had to explain to the customer the various types of loans and programs as well as help them
decide when to lock their rates and if it was beneficial to pay points to lower their rates. Not only did I input my own loans
I processed them myself and made sure I provided all the conditions of the loans. Citibank participated in may state and
Federal programs, so it opened up many options to many people. We participated in housing fairs. I marketed strongly
DIANE ALLEN PAGE 3
outside the bank to Realtors, CPAs and Attorneys and received many referrals from our own commercial department.
I was the loan officer of choice for many of the employees who needed loans until it was decided that it was no longer okay
to know other employees’ personal information. On several occasions I was awarded on almost a monthly basis Customer
Service achievement certificates. I was assigned to the Retail Lending Office (no longer exists), however, I serviced several
of the branches in the greater Fresno area. I sort of floated to accommodate the needs of the customers. My normal work
week was at a minimum of 40 hours. We were supposedly salaried plus commission so needless to say I worked almost
every day. The job ended when they closed the Retail Lending office in March 2008. I unofficially stayed on until all my
pipeline was closed for about 60 days.
OTHER EXPERIENCE
Prior to Citibank I worked at 3 other national banks and mortgage companies as a loan originator. These banks all had been
one bank or another through mergers and acquisitions. After Citibank, sine I had a Real Estate License I chose an office that
allowed me to hang my license and the freedom to come and go as I wanted. That was Assured Mortgage. One of the comp-
anies that they wholesaled mortgages for was Citibank which was ideal as I could continue to help my old customers. I also
could work for Emerald Energy and eventually we all had to get our NMLS (National Mortgage License) along the way. At that
point I had my Real Estate License, my NMLS and also my Notary Public License. I became a Notary years before because
that was very handy for me to notarize my own customers, until it became a conflict of interest and that ended that. I kept
up with it for a while but when all the licensing and travel became too much I let it slide. There was too much with continuing
education. I am afraid I became overwhelmed with our business and really did not keep up with all my licenses. I even had
a manicuring license which I have kept and I still have so I can purchase beauty supplies. I also intend to renew my Guard
Certificate. That will require more continuing education.
EDUCATION
Business Administration
Vocational School Certificate
Cal JOBS Education, Business Administration, State of California
Business College at Sierra Valley College 1 years
Medical Assisting and Administration, Cabrillo College, Aptos, CA 2 years
Other colleges and courses over the years, constant continuing education and training
Past Licenses I held were Real Estate, NMLS, and Notary Public
Current Licenses Guard Certificate, Manicuring License (State of California)
IDENTIFICATION
California Driver’s license
United States Passport
U S Born
SKILLS
Customer service, excellent phone manner, grammar, writing, filing, sales, data entry technician and tax examination
Technician, Microsoft Suite, Outlook, Teams and Adobe
ADDITIONAL COMMENTS
Extremely dependable. Very hard working and eager at all times to learn new skills and achieve opportunities.
One you can count on!
References available upon request
Contact this candidate