Anna Volpe
Shirley,NY
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
ACS Contact Service Representative
Department of the Treasury
Holtsville, NY
06.2024 - 02.2025
- Provide customer service to taxpayers and tax professionals by responding to inquiries, resolving issues, and providing guidance on IRS policies and procedures
- Utilize a variety of computer systems to research and resolve taxpayer inquiries
- Respond to telephone calls from taxpayers and tax professionals in a professional manner
- Provide accurate information regarding the status of accounts, payments, refunds, etc
- Assist taxpayers with filing their taxes electronically or via paper forms
- Process requests for payment plans, extensions, and other special arrangements
- Ensure compliance with all applicable laws and regulations
- Maintain detailed records of all interactions with taxpayers
- Monitor incoming mail and respond to written correspondence as needed
- Identify potential fraud cases and refer them to the appropriate department
- Participate in training sessions and meetings to stay up-to-date on changes in tax law and IRS policies
- Follow established protocols and procedures when handling sensitive information
Motor Vehicle Rep/Audit
Department of Motor Vehicles
Medford, NY
10.2018 - 05.2024
- Enforce and adhere state office policies and procedures to efficiently and accurately process customers’ transactions face to face or in writing ranging from vehicle, boat, trailer registrations, insurance requirements, licensing and testing, and law enforcement transactions
- Monitor and perform daily office Audit procedures with staff of three including cash outs, bank deposits, vault reconciliations, maintaining document inventory, record keeping, and batching of cashier work
- Analyze and provide data daily, weekly, and monthly to Management for customer volume and specified transactions for target goals of wait times and customer satisfaction
- Provide suggestions for increased productivity through analysis of transactional procedures and customer demands
- Generate and maintain reports for use in management to provide staff evaluations and pursue remedial actions
- Make recommendations for cashier staffing based on performance of daily work and staffing feedback
- Performs as 'Acting Supervisor' as needed to enforce staffing, customer, and operational procedures
- Inspects customer documents for completeness and authenticity
- Communicates verbally and in writing with other internal departments on customer’s behalf and report and document fraudulent or suspicious activity to Department of Field Investigations
Senior Tax Analyst
H and R Block
Shirley, NY
12.2007 - 04.2021
- Accurately prepared and filed an average of 250 personal and small business tax returns per season complying with federal and state tax regulations and legislation procedures
- Reviewed and analyzed customer financial records, deductible expenses and entitled credits for tax compliance and accuracy informing taxpayers of their tax obligations and responsibilities
- Provided relevant tax and financial consulting to clients based on their needs and wants for favorable tax outcomes and investment options for future life altering events
- Maintained a personal clientele of 200 seasonally for tax preparation and financial planning throughout the year
- Developed trusting relationships with clients related to their accounting and financial goals
- Acted as liaison between clients and the IRS or NYS Department of Tax and Finance verbally and in writing to resolve issues originating from notices, identity theft, and tax audits
- Performed all office duties including resolving customer product issues, answering tax questions, answering phones and check-ins, scheduling appointments, cash drawer reconciliation and deposits, properly maintaining and securing of files and records
Accounting Manager
Donaldson Acoustics Inc.
Hauppauge, NY
10.1999 - 07.2003
- Overseen accounting staff of (5) for busy commercial union construction company with a specialized weekly payroll of $300,000 - $500,000
- Conduct interviews for hiring and termination along with yearly evaluations recommending promotions, raises, and bonuses within the department
- Processed weekly, complex payroll and benefit distribution of 400-800 union and office employees with their affiliated 27 unions
- Maintained all personnel records, 401K remittances, child support, tax levies and correspondence with the proper authorities
- Remitted payroll taxes weekly, monthly, and quarterly to proper state and out of state agencies
- Provided and maintained weekly reports for analysis to Owner for meeting profit margins on projects and deadlines
- Made appropriate recommendations on projects not meeting profit margins for timely resolution
- Assisted Comptroller with internal audits, preparation of Financial Statements, Balance Sheets, monthly, quarterly and year end reports, General Ledger reconciliations, and bank reconciliations
- Generated and analyzed reports to Project Managers and Estimators for updated labor pricing for all unions and localities
- Provided accurate material costs and pricing to management for project billing and estimates
- Performed all Accounts Receivable duties including negotiations for payments on contracts with clients maintaining a positive daily cash flow for smooth operations
- Monitored Accounts Payable for timely vendor payments
- Corresponded verbally and in writing with all accounts to maintain clear and concise open communications
Education
Accounting Transfer Degree -
Suffolk Community College
Selden, NY01.1997
Skills
- Organization
- Analysis
- Interpersonal skills
- Time Management
- Call center experience
- Complaint handling
- Complaint resolution
- Proficiency in Word/Excel software
- Database research
References
Available upon demand
References
References available upon request.
Timeline
ACS Contact Service Representative
Department of the Treasury
06.2024 - 02.2025
Motor Vehicle Rep/Audit
Department of Motor Vehicles
10.2018 - 05.2024
Senior Tax Analyst
H and R Block
12.2007 - 04.2021
Accounting Manager
Donaldson Acoustics Inc.
10.1999 - 07.2003
Accounting Transfer Degree -
Suffolk Community College
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