Summary
Overview
Work History
Skills
Correct Quality Representative Service
Timeline
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Beth Trapani

Jacksonville,FL

Summary

Dynamic customer service professional with extensive experience at the IRS, adept at case management and conflict resolution. Proven ability to analyze complex tax regulations and provide clear communication to diverse audiences. Recognized for meticulous attention to detail and adaptability in fast-paced environments, ensuring compliance and enhancing operational efficiency.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
10.2020 - Current
  • Drafted specialized correspondence for internal and external customers, facilitating information exchange and issue resolution.
  • Utilized comprehensive knowledge of online systems, research materials, and data security protocols to manage casework, resolve issues, and optimize workflow.
  • Provided comprehensive explanations and resolutions for inquiries regarding exemption status and tax notices, leveraging extensive knowledge of complex regulations, policies, and legislative changes.
  • Conducted telephone interviews with taxpayers, Tax-Exempt Government-Exempt Organizations, and third-party representatives (CPAs, attorneys, and practitioners), ensuring compliance with disclosure requirements under sensitive conditions.
  • Applied tax-examining skills to effectively control and manage inventory, ensuring efficient case processing.

Scheduling Representative

Ascension Health Care
12.2012 - 10.2020
  • Managed patient scheduling for diverse medical testing and procedures, collaborating directly with patients and doctor's offices while strictly adhering to HIPAA Privacy Act regulations.
  • Trained and mentored new associates, enhancing team capabilities and operational efficiency.
  • Planned and implemented specialized processes in collaboration with patients, medical facilities, and hospital departments to accommodate patients with unique needs.
  • Secured, analyzed, and protected sensitive personal and financial information, ensuring data integrity and confidentiality.
  • Provided technical assistance to individuals and businesses in a dynamic call center environment, including direct and telephone interactions.

Skills

  • Case Management and Research: Proficiency in accessing, analyzing, and evaluating information from multiple computerized records and database systems to resolve taxpayer issues and reconcile discrepancies
  • Attention to Detail: Meticulous approach to reviewing tax documents, identifying discrepancies, and ensuring accuracy in all interactions and recordkeeping
  • Adaptability: Ability to adapt quickly to frequent legislative changes, administrative determinations, and evolving IRS procedures
  • Conflict Resolution and Negotiation: Skills to mediate disputes, address a wide range of issues, and provide unique solutions while encouraging voluntary compliance with tax laws
  • Effective Communication: The ability to explain complex instructions, procedures, and preparation requirements clearly to patients with varying levels of health literacy
  • HIPAA Compliance: Comprehensive understanding and strict adherence to the Health Insurance Portability and Accountability Act (HIPAA) regulations for maintaining patient privacy and confidentiality

Correct Quality Representative Service

Recognized for exceptional performance and adherence to standard operating procedures, consistently achieving 100% compliance with customer service and federal tax law requirements.

Timeline

Customer Service Representative

Internal Revenue Service, IRS
10.2020 - Current

Scheduling Representative

Ascension Health Care
12.2012 - 10.2020

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Beth Trapani