Angela, J Draper

• Pulls/Refiles - 40 hours (March-July 2021) GS4
• Mail/Extraction - 40 hours (FEB -JULY 2022) GS4
• Association - 40 hours (JULY 2021 – OCTOBER 2023) GS5-02

TAX EXAMINER 1040X (OCTOBER 3, 2023 – PRESENT.) GS5-02

• Performs Daily Research
• Researches a variety of sources; analyzes and initiates actions on tax issues by obtaining applicable returns, schedules, and all required information for correction of accounts and records; verifies, analyzes, and adjusts taxpayer accounts.
• Review amendments submitted by taxpayers to include Earned Income Tax Credit, Child Tax Credit, Additional Child Tax Credit, First-Time Homebuyer Credit, American Opportunity, Hope and Lifetime Credit, Telephone Excise Tax Refunds, Making Work Pay Credit, and other similar tax credits.
• Processes corrections to math errors, certain Combat Zone and Decedent returns, accounts where there is a previously posted or pending adjustment, and changes to filing status
• Identifies processing changes to amended Form 1040 when there is no Form 1040X attached. Sends formal disallowance letters when the taxpayer is not eligible for a credit and ensures account adjustments. Sends 369C letters to inform the taxpayer that Estimated Tax Penalties cannot be changed.
• Navigate Multiple Programs at the same time. Like IDRS, IAT, and AMS
• Completed daily logs for management review.
• Analyzes case information to determine the appropriate procedures to close cases involving multiple work streams.
• Maintains and updates various manual and automated tracking systems used in processing cases.
• Secures updates, and reviews case information to build the administrative record.
• Extensive knowledge of individual tax law, tax rules, IRMs, regulations, practices, tax forms, correspondence, and procedures concerning returns/documents, penalty and interest computations, correcting tax accounts, and advising taxpayers of options and consequences regarding tax liability to resolve a wide variety of cases.
• Extensive knowledge of Form 1040X to identify the nature and scope of problems or issues, make appropriate adjustments to accounts, and advise the taxpayer of options available for meeting tax obligations.
• Knowledge of various types of related schedules to analyze, determine, and resolve diverse tax issues.
• In-depth knowledge of a wide variety of automated systems and their interrelationships within all Service functions to control, enter, correct, update, and generate current and prior-year taxpayer account information.
• Knowledge of various computer master file systems, document processing, and the effects of transactions on existing records caused by entering new transactions. Knowledge is needed to change existing accounts while protecting information needed for historical reference.

• Managed the workflow of 15-20 employees
• Oversaw the training of new Cashiers
• Dealt with customer complaints and ensured work safety and security.
• Delegated daily tasks.
• Use critical thinking.
• Reviewed business operations and obligations to help the organization function at an acceptable level.
• Helped customers complete purchases, locate items, and join reward programs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Built relationships with customers to encourage repeat business.
• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Processed both cash and card purchases and returns.
• Resolved escalated customer disputes with special actions such as discounts.
• Received and processed customer payments.
• Mentored new team members on sales software system operation.
• Worked with floor team and managers to meet a wide range of customer needs.
• Coached employees and trained them on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Kept a close eye on department employees and customers to assess theft risks and maintain loss prevention goals.

• Assisted customers, operated cash registers, and supervised front-end operations.
• Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
• Managed store personnel by delegating tasks and supervising daily operations.
• Greeted customers entering the store and responded promptly to customer needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Welcomed customers and helped determine their needs.
• Stocked, tagged, and displayed merchandise as required.
• Learned duties for various positions and provided backup at key times.
• Responded promptly to requests for assistance, spills, and customer inquiries.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.
• Cross-trained and backed up other customer service managers.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Facilitated and logged store opening, closing, and shift changes.
• Reconciled daily totals to maintain balanced and compliant ledgers.
• Worked with floor team and managers to meet wide range of customer needs.
• Reconciled cash drawer at the start and end of each shift, accounting for errors, and resolving discrepancies.
• Greeted customers and responded to requests for information