Customer Service Care

TYNAURA MACON

Customer Care Professional- Houston, TX

Phone: 979-***-**** Email:*************@*****.***

Summary of Qualifications

Detail-oriented and highly skilled professional with a comprehensive understanding of tax laws and regulations. Seeking a challenging position in a reputable organization where my expertise in handling policy compliance, auditing, and dispute resolution can be utilized to ensure accurate assessments and provide exceptional customer service. Committed to upholding the highest standards of integrity, professionalism, and confidentiality while effectively navigating complex issues and providing guidance to individuals and businesses.

Professional Experience

Department of the Treasury (IRS) 08/2023-Present

Revenue Officer- Houston, TX

Research information using internal and external applications.

Collect delinquent tax and secure delinquent returns from taxpayers who have not resolved their tax obligations.

Conduct interviews with taxpayers (and/or their representatives) as part of the investigative process of collecting delinquent taxes and securing delinquent tax returns.

Counsel taxpayers on their tax filing, depositing and payment obligations, and provide guidance on a wide range of financial problems to assist the taxpayer in developing a plan of action to resolve all delinquencies.

Provide customer service by explaining and respecting the taxpayer's rights, IRS policies and procedures.

Provide instructions, and analyzes issues presented by taxpayers, practitioners, and IRS employees.

Take prompt actions to resolve account discrepancies and respond to taxpayer and practitioner requests.

Promptly releases federal tax liens when appropriate.

Analyze financial information including Schedules and evaluates assets.

Provide guidance on a wide range of financial alternatives to assist taxpayers in identifying options that could assist in paying delinquent taxes in full.

Social Security Administration (SSA) 02/2023-08/2023

Customer Service Rep- Houston, TX

Explain & assist in preparing the forms and documents needed to meet reporting requirements or

to support claims or application for benefits.

Explain administrative procedures and normal processing times.

Follow up on or expedite actions on pending cases.

Initiate action to resolve discrepancies and adjust agency records that may be incomplete or erroneous.

Explain the application of regulatory provisions and the bases for agency determination in individual cases.

Write necessary correspondence and narrative reports of contacts.

Department of the Treasury (IRS) 09/2019-02/2023

ACS Collections/SBSE- Austin, TX

Address wide range of issues/problems that require unique solutions.

Provide technical assistance to individuals and/or businesses primarily through telephone interaction.

Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities.

Secure, analyze and protect sensitive personal and financial information.

Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues.

Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.

Work inventory cases to ensure taxpayers accounts are being worked properly.

Issue Lien and Levy

Release Lien and Levy

Collect/Review Financial Statements

Transfer Credits

Route cases to Ros

Worked IMF accounts up to $999,999.00

Worked BMF accounts up to $100,000.00

Teleperformance 10/2018-09/2019

Customer Experience Team Lead- Killeen, TX

Developed and implemented operational practices that establish positive employer-employee-client relationships and promoted high levels of employee morale.

Managed compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, and payroll.

Oversaw day to day operations ensuring staff safety, HR development, operational efficiencies, and service quality excellence.

Continued liaison efforts with Account Management, Quality Assurance, Training, and Recruiting

GC Services 08/2017-09/2018

Talent Acquisition Operations Analyst- Killeen, TX

Reviewed and enhanced the most complex TA processes and identified appropriate technology to support HR process improvement.

Supported development of Talent Acquisition reports, analyses, insights, dashboards, visualizations, and infographics on key employee lifecycle metrics to enable data driven decision-making processes.

Partnered with Operations on Talent Acquisition process enhancements and train operators on new processes and technology.

Researched state and federal regulations to ensure TA policies, processes, and technology were complying.

COMPUTER SKILLS

Microsoft Word

Typing speed 50-WPM

Microsoft Excel

Power Point

Outlook

Scanning, printing, etc.

Internet Proficient

IDRS

AIS

IAT

ACS

ACCURINT

ALS

RTR

AMS

TDS

EUP

EDUCATION

Mississippi Delta Community College

Degree Concurred: 2014

Major: English Education

Jackson State University

Major: Secondary Education

91: Accredited Hours

References available upon request

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