Brittany Jackson
Conyers,GA
Summary
Experienced professional with a proven track record in administrative, staffing, managerial, research/analysis, and Quality Review/Quality Assurance Performance. Demonstrated stability in previous roles and a strong work history. Possessing a contagious personality and high level of motivation to excel both independently and as part of a collaborative team. Committed to delivering exceptional results in a dynamic work environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
SBSE TAX EXAMINING TECHNICIAN
IRS
04.2024 - Current
- Elicits sensitive, personal and financial information to ensure compliance with reporting and disclosure requirements
- Make determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent
- Develops, analyzes and evaluates information involving the research of records and the nature of each
- Answer inquiries, or resolve problems related to the unique circumstances of each individual and fulfill regulatory requirements
- Explains via correspondence what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes
- Establish payment installment agreements with taxpayers if account allows such action
IDTVA CONTACT REPRESENTATIVE
IRS
11.2021 - 04.2024
- Researched case issues to determine and apply the law to the facts presented
- Performed Quality Review on paper cases to determine accuracy
- Contacted taxpayers to clarify facts and resolve tax problems
- Reviewed information in the case file retrieved from automated and manual systems to verify compliance history and statute suspensions
- Reviewed and analyzed financial information, initiated adjustments on tax accounts to ensure proper assessments
- Conferred with the taxpayer who experienced any delay beyond normal processing time, a significant hardship, or where systemic issues had been identified and actions taken, clarifying the basis of the complicating problem and citing applicable laws as necessary
- Elicited sensitive, personal and financial information to ensure compliance with reporting and disclosure requirements
- Protected the confidentiality of taxpayer information at all times by verifying identity and the authority to discuss issues on the taxpayer’s behalf
- Computed and advised on tax liability and probable assessment of taxes
- Assisted with IT issues for the team and during training sessions as needed
- Used knowledge of in-house systems such as IRMs, Document 6209, IDRS, etc. to research, process, and make determinations
- Team-Appointed Team Liaison
DEPUTY CLERK I
ROCKDALE COUNTY, GA
04.2021 - 10.2021
- Served as a staff advisor and liaison between management and appropriate support functions on all matters pertaining to administrative and management issues
- Handled a wide variety of administrative projects, performing necessary coordination, making contacts, obtaining comments from management officials concerned, and prepared correspondence
- Planned and coordinated programs, projects, and processes which impacted functional customers in the areas of human resources, facilities, and financial management
- Effectively communicated with Elected Officials, colleagues, judges, attorneys, outside agencies and the general public
- Managed internal administrative assignments; monitored activities to ensure timeliness, consistency and completeness; and reviewed responses, reports, and memoranda to develop consolidated responses on behalf of the organization
- Accurately and timely received, processed and maintained a variety of court-related documents in accordance with legal standards
- Contributed to improve administrative management policies and procedures, and maintained necessary liaison essential for uniform interpretation and implementation of administrative management policies
- Maintained case filing information which included determining case categories, assigning case numbers, entering data from case files and other activities
- Organized and executed administrative work for the court to include court calendars, notices, and aid attorneys and the public as required
- Accurately determined and collected court fines and fees
CUSTOMER CARE REP
MSC
11.2020 - 04.2021
- Answered inbound sales/service calls/emails to process orders, troubleshoot issues, complete credits/returns and collaborate with vendors to source products
- Effectively managed customer interactions including inbound calls/email communications
- Performed Quality Assurance and Quality Review to determine effectiveness of contact with customers
- Monitored phone calls and paper caseloads for Quality Review
- Utilized various systems (including but not limited to AS/400, WebSOE, Salesforce, Oceana/Avaya & vendor websites)
- Consistently expanded sales, service and product knowledge using MSC’s training offerings
- Conducted extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries
SR. RESEARCH SPECIALIST
ASSURANT
07.2013 - 08.2020
- Monitored and reviewed telephone calls for Quality Review and Quality Assurance for evaluation and effectiveness
- Performed extensive research when root cause analysis was required
- Established and maintained all confidential files of all sensitive material
- Identified trends that had a significant effect on operations, administrative practices, communications, etc.
- Collaborated with management to update procedures
- Collaborated with team members to assist with special projects
- Trained associates on assigned tasks
- Conducted refresher trainings
Education
Institute - Medical Assisting
Everest
Decatur06.2012
High School - General Studies
Redan
Stone Mountain, GA05.2004
Skills
- Client confidentiality
- Record keeping and documentation
- Strong analytical/research skills
- Administrative support
- Time management
- Customer and client relations
- Microsoft Office
- Typing 100 wpm
- Professional communication
- Multi-line phone proficiency
- Tech-Savvy
- Account management
Certification
Certified Georgia Notary
Languages
Spanish
Limited Working
Timeline
SBSE TAX EXAMINING TECHNICIAN
IRS
04.2024 - Current
IDTVA CONTACT REPRESENTATIVE
IRS
11.2021 - 04.2024
DEPUTY CLERK I
ROCKDALE COUNTY, GA
04.2021 - 10.2021
CUSTOMER CARE REP
MSC
11.2020 - 04.2021
SR. RESEARCH SPECIALIST
ASSURANT
07.2013 - 08.2020
Institute - Medical Assisting
Everest
High School - General Studies
Redan