Gary Munoz-Villarreal
Brentwood,NY
Summary
Committed, passionate, organized, and caring. Skilled at multitasking and handling a variety of situations. Improved problem solving and bilingual skills. Able to provide high quality service. Flexible Customer Service Representative offering 8 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Centralized Quality Review System
Internal Revenue Service, IRS
Brookhaven, NY
11.2023 - 03.2024
- 40 Hours worked weekly.
- Provided unique blend of skills to ensure and uphold premium quality standards.
- Utilized strong analytical ability to assess processes for potential enhancements.
- Displayed remarkable attention to detail in spotting discrepancies and advocating quality adherence.
- Solved problems effectively, formulating efficient solutions to address quality matters.
- Exhibited exceptional communication skills for conveying quality expectations and reviews to various stakeholders.
- Operated a range of quality assurance tools and software to facilitate precise, efficient quality checks.
- Leveraged project management background to juggle numerous tasks simultaneously, meeting deadlines without sacrificing quality.
- Demonstrated proficiency in data analysis to track quality metrics and drive informed decision-making.
- Developed a profound understanding of industry-specific quality standards and regulations to assure compliance and decrease risk.
Contact Service Representative
Internal Revenue Service, IRS
10.2015 - Current
- 40 Hours worked weekly.
- My mission is to provide excellent customer support to the American tax payer
- I assist the taxpayer in all their needs efficiently and professionally.
- Provided excellent customer service by answering inquiries, resolving problems and complaints in a timely manner.
- Assisted customers with product selection and answered questions regarding product availability, features and benefits.
- Utilized problem solving techniques to resolve customer complaints quickly and effectively.
- Handled incoming calls from customers regarding account balances, billing inquiries, order placement and other related issues.
- Performed outbound calls to follow up on customer satisfaction survey results or inquire about additional product needs.
- Researched complex tax issues to ensure accurate reporting of income and deductions.
- Analyzed financial documents to provide accurate advice on the best options for minimizing taxes owed.
- Analyzed financial records to ensure accuracy of tax documents.
- Researched current legislation related to taxation and prepared reports on findings.
Tax Examiner- Offer In Compromise
Internal Revenue Service
08.2019 - 10.2020
- 40 Hours worked weekly.
- I assist qualified individuals with an unpaid tax debt to negotiate a settled amount that is less than the total owed to clear their Federal Income Tax debt
- I am able to use IDRS, AMS, IAT Tools, RTR, I.R.M and many more functions in order to provide high quality service
- Proficient in refund inquiry as well as informing the tax payer of tax regulations and procedures that apply to the year in question.
- Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.
- Identified discrepancies between reported income and expenses, as well as any other irregularities.
- Investigated discrepancies in taxpayer information to determine the appropriate course of action.
- Analyzed complex financial documents such as bank statements, ledgers, and account records.
- Conducted research on relevant tax law changes and updates to ensure accurate filing.
- Performed calculations necessary for determining a taxpayer's taxable income and liability amount.
Education
Bachelor of Arts - History
Stony Brook University
2015
Associate of Arts -
Suffolk Community College
2008
High School Diploma -
St. Anthony's High School
2006
Skills
- Use of IDRS, AMS, RTR, SERP, Command Codes
- Possess a strong understanding of various IRS programs and procedures
Languages
Sheena Gertilus (631) 748-3001 Former Manager, Steven Lee 1 (516) 698-5489 Former supervisor, Gregory Dunn (631) 336-0386 Friend.
Languages
Spanish
Native/ Bilingual
Timeline
Centralized Quality Review System
Internal Revenue Service, IRS
11.2023 - 03.2024
Tax Examiner- Offer In Compromise
Internal Revenue Service
08.2019 - 10.2020
Contact Service Representative
Internal Revenue Service, IRS
10.2015 - Current
Bachelor of Arts - History
Stony Brook University
Associate of Arts -
Suffolk Community College
High School Diploma -
St. Anthony's High School
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