Christina Weaver

Series: 0962 Pay Plan: GS Grade: 07

Duties, Accomplishments and Related Skills:

In my Role as a Contact Service Representative, I have developed comprehensive expertise in the IRS Business Master File (BMF) system, including proficiency with forms such as 940, 941, 943, 944, 945, 94XX, 1065, 1065X, 1120 Series, 1120X and 1041. I am adept at managing Employer Identification Numbers (EINs), processing duplicate returns, handling taxpayer correspondence with precision and confidentiality.

I consistently address and resolve taxpayer inquires and account issues during telephone interactions, ensuring each concern is thoroughly investigated and appropriately resolved. When immediate resolution is not feasible, I provide clear guidance on the necessary steps for resolution, maintaining transparency and professionalism.

My responsibilities include maintaining accurate service records, efficiently managing workloads, and ensuring timely processing of cases in accordance with established protocols. I prioritize case based on age and complexity, adhering to screening deadlines and delivering clear, detailed written and verbal communication to taxpayers.

I possess strong negotiation skills, effectively managing challenging conversations with taxpayers to reach amicable solutions. My knowledge encompasses IRS principles, procedures, taxpayer rights, enforcement protocols, payment processing, and appeal procedures. I apply analytical and investigative skills to manage personal inventory and ensure timely, accurate responses to taxpayer inquires.

Proficient in Integrated Data Retrieval System (IDRS) Command Codes and tools such as Integrated Automation Technologies (IAT), Account Management Services (AMS), Enterprise Logistics Information Technology (ELITE), Employee User Portal (EUP), Remittance Transaction Research (RTR), Correspondence Imaging Inventory (CII), I conduct thorough research using online systems and written guidelines. I refer issues meeting referral criteria appropriately and adhere strictly to phone schedules to maintain consistent taxpayer contact.

My communication style emphasizes active listening, empathy, and clarity, assisting taxpayer in understanding and complying with federal tax laws and regulations. I prepare comprehensive case histories, safeguarding taxpayer information in accordance with IRC 6103, and interact with a diverse range of individuals, including third parties, certified public accountants (CPAs) and paid tax practitioners.

I provide clear guidance on future actions necessary for maintaining voluntary compliance and address service errors with appropriate apologies and resolutions. My problem-solving skills ad demonstrated through effective use of probing, paraphrasing, and reviewing technical information. I exercise sound judgement when assessing taxpayer intent, distinguishing between honest errors and potential fraudulent behavior. Technically, I am proficient in the Microsoft Office Suite (Word, Excel, Powerpoint, OneNote, Publisher, Access and Outlook) and virtual communication platforms such as Skype, and Microsoft Teams. I am also knowledgeable in tools such as Sngit, Adode, SecureZip, and Oracle. I routinely input my timesheets using TAPS/SETR.

• Kept bar presentable and well-stocked to meet customer needs.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
• Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
• Followed alcohol awareness procedures for preventing excessive guest intoxication.
• Polished glassware, bussed tables and removed debris to keep customer areas clean.
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
• Assisted servers with specialty drinks orders by preparing on-demand items without delay.
• Set up glassware, liquor and other necessary supplies for special events.
• Operated efficiently in high-volume setting to prepare and serve more than 50/100 drinks per hour.
• Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.

• Completed data entry tasks with accuracy and efficiency.
• Entered numerical data into databases with speed and accuracy using 10-key pad.
• Organized, sorted and checked input data against original documents.
• Compiled data and reviewed information for accuracy prior to input.
• Located and corrected data entry errors and reported to management.
• Corrected data entry errors to prevent later issues such as duplication or data degradation.
• Verified accuracy of data before transcribing.
• Entered data into systems according to formatting standards.
• Compiled information and input into database.
• Identified data entry errors and reported to necessary departments.
• Executed data verification to detect errors.

• Cultivated warm relationships with regular customers.
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Bussed and reset tables to keep dining room and work areas clean.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
• Used slow periods to restock supplies, ice, trays and delivery bags.
• Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
• Checked identification for minimum age for sale of alcoholic beverages.
• Increased sales significantly by upselling higher-end products to customers.
• Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.

• Trained ten new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
• Trained and mentored ten new personnel hired to fulfill various roles.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Monitored day-to-day activities of ten company and employees, noting areas needing improvement and implementing plans for rectification.