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Skills

  • Lead development
  • Account reconciliation
  • RFI Scanners
  • Process improvement
  • Data entry accuracy
  • Customer follow-up
  • Cross-functional team collaboration
  • Client financial advisory
  • Administrative support
  • Team building

Work Experiences

  • Was able to quickly resolve standard issues by conducting thorough research, client relations, and quality assurance.
  • Assisted in the creation of category procedures.
  • Analyzed 70% of responses.
  • Assisted in beta testing a new Jira tax service line.
  • Audited over 18 taxpayer accounts annually.
  • Used Asana to compile data gathered from various sources.
  • Achieved 35% reduction in misfiled cases.
  • Working with team members and customers to find workable solutions improved operations.
  • Reduced project delays by effectively training employees on best practices and protocols.
  • Analyzed taxpayer applications, resulting in an increase in approved refunds by $18 within 15 months.

Summaries

  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Boosted issue resolution times by 40%.
  • Accomplished in identifying tax credits and savings, leading to over $18 in unclaimed benefits recovered for clients annually.
  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Accomplished in identifying tax credits and savings.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Taxpayer Services Agent.
  • Six Sigma certified
  • Ability to recognize metric issues and integrate procedure solutions to achieve metric.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of metric agencies.
  • Results-oriented Miscellaneous professional with performance reporting, cross-functional collaboration, and performance reporting strengths.

Accomplishments

  • Reduced taxpayer penalties by 34% through the creation and promotion of extension filing programs.
  • Maintained a 77% client satisfaction rate while handling over 17 taxpayer inquiries weekly.
  • Reduced response times by 51% for taxpayer inquiries by implementing a ticketing system.
  • Led the resolution of 10 tax disputes, recovering over $8 in underreported taxpayer income.
  • Achieved a 33% increase in taxpayer engagement by developing educational webinars on common tax issues.
  • Led outreach efforts to educate taxpayers on new tax credits, leading to a 34% increase in tax credit claims filed correctly.
  • Assisted in beta testing a new Adobe Creative Suite tax service line, receiving 84% positive feedback from pilot participants.
  • Implemented process changes that reduced the average taxpayer inquiry resolution time by 24%.
  • Assessed and processed 13 tax returns for high-priority customers, ensuring error-free submissions within strict deadlines.
  • Reduced refund processing errors by 52% through the introduction of improved verification protocols.

Affiliations

  • Member, National Society of Tax Professionals (NSTP) – Contributed at annual events on the latest tax policy changes and customer service improvements.
  • Active Participant, National Society of Enrolled Agents (NSEA) – Delivered presentations on improving taxpayer service response times.
  • Active Participant, National Association of Tax Professionals (NATP) – Contributed to discussions on streamlining taxpayer services.
  • Certified Member, IRS Volunteer Income Tax Assistance (VITA) Program – Provided tax assistance to low- and moderate-income taxpayers.
  • Volunteer, IRS Taxpayer Assistance Program – Assisted low-income residents in understanding and filing tax returns more efficiently.
  • Member, Association of Certified Fraud Examiners (ACFE) – Engaged with peers on identifying fraudulent tax practices and mitigation strategies.
  • Affiliate, American Payroll Association (APA) – Engaged in discussions surrounding payroll tax discrepancies and dispute resolution strategies.
  • Attendee, Annual Small Business Tax Workshop – Educated participants on improving client satisfaction through tax preparation tools.
  • Certified, QuickBooks ProAdvisor Program – Provided expert guidance to small businesses for managing their taxes and financial reporting.
  • Participant, Local Chamber of Commerce Taxation Committee – Shared insights on refining taxpayer services for local businesses.

Certifications

  • Project Management Professional (PMP)
  • CompTIA Network+
  • Enrolled Agent (EA) Certification
  • Apple Certified Associate (ACA)
  • Certificate in Internal and External Fraud Detection
  • Certified in Entity Taxation (CET)
  • Certified Fraud Examiner (CFE)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Certified Payroll Professional (CPP)

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