BRITTANY THEDELL
Roy,UT
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase customer trust and drive results.
Overview
16
16
years of professional experience
Work History
Individual Taxpayer Advisory Specialist
Internal Revenue Service, IRS
02.2022 - Current
- Deliver exceptional customer service in the taxpayer walk-in office, educating individuals on fulfilling their Federal Tax obligations.
- Conduct interviews to determine taxpayer situations, presenting optimal options while ensuring mutual interests and responsibilities are addressed.
- Proactively self-trained in 2020 on Economy Stimulus Payments, assisting taxpayers with questions and eligibility.
- Resolve account issues, manage balance due accounts, oversee the taxpayer protection program, and authorize ITIN applications.
- Process daily payments, purge old/expired payments, and explain notices in a clear and understandable manner.
- Provide education on federal tax forms and processes, simplifying tax laws for better understanding.
- Recognize indications of tax fraud, advising taxpayers on necessary actions for compliance.
- Serve as an On-the-Job Instructor (OJI), creating training documents for current and future hires.
- Set up installment agreements and make referrals to internal and external departments as needed.
- Collaborated with cross-functional teams, driving coordinated efforts towards common goals and project success.
- Strengthened client relationships by proactively addressing concerns and ensuring timely resolution of issues.
- Developed and maintained strong relationships with Taxpayers to maximize their trust with the agency.
- Proficiently utilize Word, Excel, SharePoint, and various IRS programs.
Tax Examining Technician
Internal Revenue Service, IRS
01.2021 - 02.2022
- Enhanced taxpayer compliance by accurately identifying discrepancies.
- Assisted in reducing case backlog by prioritizing tasks and efficiently managing workload.
- Analyze and address underreported income cases, adjusting taxpayer accounts for tax, penalties, interest, and credit adjustments.
- Interpret tax laws and utilize the Internal Revenue Manual for daily guidance.
- Generate letters to taxpayers regarding under/over reported income, providing steps for correction and future compliance.
- Proficiently use Word, Excel, and various IRS programs.
- Contributed to a positive work environment through effective teamwork and collaboration with colleagues across various departments.
Tax Examining Technician
Internal Revenue Service, IRS
01.2019 - 11.2019
- Research, analyze, and initiate actions to balance taxpayer reporting on Form 1120 family returns.
- Navigate through Citrix system for research, ensuring accurate money allocations.
- Maintain high-quality rates through detailed note-taking and correct Industrial code/NAICS Code assignments.
- Knowledgeable in tax rules, regulations, Internal Revenue Manuals, and procedures for the 1120 Corp. project.
- Utilize online systems, research materials, and technology for proper return entry, correction, and editing.
- Evaluate information to take corrective actions for accurate reporting in the 1120 Corp Project.
Clerk [Entity]
Internal Revenue Service, IRS
01.2011 - 12.2018
- Acted as Subject Matter Expert (SME) for Data Entry Form 8973, participating in meetings and providing valuable insights.
- Managed Form 8973 Clerk/Data Entry, meeting weekly deadlines and processing 100 weekly inputs/400 monthly.
- Handled quality review pulls, evaluated incoming work, and routed documents based on careful judgment.
- Created a form checklist to avoid issues with misplaced returns and maintained consolidations.
- Proficiently used automated systems for administrative tasks and batch processing.
Team Clerk [Entity](Detail)
Internal Revenue Service, IRS
05.2018 - 08.2018
- Distributed batched documents to 19 Tax Examiners, recorded incoming phone calls, and managed pipeline work.
- Assigned and closed batch slips daily, attending meetings with managers to discuss workload.
Lead Clerk [Files] (Detail)
Internal Revenue Service, IRS
02.2017 - 11.2017
- Supervised 11 employees
- Coordinated meetings and events, ensuring all logistics were handled smoothly and successfully
- Maintained the floor plan for improved document maintenance and retrieval
- Collaborated with analysts, along with other departments to fix issues in the online database utilized in the Department
- Adhere to administrative duties in the absence of the manager
- Conducted reports every Friday for headquarters, fellow managers, teams, departments, and analysts
- Managed shipment preparation to IRS's outsource facility
- Improved customer satisfaction by addressing inquiries and resolving issues in a timely manner
- Curated tours for newly hired employees and department managers
- Assisted with onboarding of new employees.
- Developed training materials for new hires, fostering a consistent onboarding process for all team members.
- Maintained accurate records of employee attendance and time
- Served as point of contact for external vendors, maintaining strong relationships to ensure seamless service delivery.
- Provided employees feedback on personal performance
- Provided support to team members when needed, demonstrating adaptability and resourcefulness in high-pressure situations.
- Delivered exceptional customer service experiences by promptly addressing concerns and providing knowledgeable assistance.
- Maintained the signage and storage of documents.
- Interacted with customers by phone, email, or in-person to provide information.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
File Clerk [Files], Association Department
Internal Revenue Service, IRS
11.2008 - 01.2011
- Screened and routed documents to the Files department, ensuring proper prioritization and handling.
- Responsible for 3210’s, communicated with outside customers, and maintained postal records
- Served as OJI and SME for this position.
- Improved file organization by implementing an efficient categorization and labeling system.
- Examined, categorized, sorted and associated incoming documents to proper files
- Compiled, sorted and filed high volume of documents.
Mail Clerk [Scamps]
Internal Revenue Service, IRS
03.2008 - 11.2008
- Opened all incoming mail being received at Internal Revenue Service
- Sorted and routed documents appropriately, and prepared dock doors for private deliveries.
- Ensured proper distribution of incoming mail following guidelines, maintaining postal records, and processing outgoing mail.
- Contributed to departmental goals by providing input during team meetings regarding process improvements or new technologies related to mailing operations.
Mail Clerk [Extracting]
Internal Revenue Service, IRS
01.2008 - 03.2008
- Recorded and controlled registered and certified mail, and extracted incoming mail, pre-batching forms into various categories
- Opened, sorted, and distributed incoming and outgoing mail, ensuring sufficient information for proper delivery.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
Skills
- Client Relationship Management
- Attention to Detail
- Conflict Resolution
- Microsoft Excel
Timeline
Individual Taxpayer Advisory Specialist
Internal Revenue Service, IRS
02.2022 - Current
Tax Examining Technician
Internal Revenue Service, IRS
01.2021 - 02.2022
Tax Examining Technician
Internal Revenue Service, IRS
01.2019 - 11.2019
Team Clerk [Entity](Detail)
Internal Revenue Service, IRS
05.2018 - 08.2018
Lead Clerk [Files] (Detail)
Internal Revenue Service, IRS
02.2017 - 11.2017
Clerk [Entity]
Internal Revenue Service, IRS
01.2011 - 12.2018
File Clerk [Files], Association Department
Internal Revenue Service, IRS
11.2008 - 01.2011
Mail Clerk [Scamps]
Internal Revenue Service, IRS
03.2008 - 11.2008
Mail Clerk [Extracting]
Internal Revenue Service, IRS
01.2008 - 03.2008
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