Christine Prieto
Summary
Dynamic professional with extensive experience at the Dept. of the Treasury, Internal Revenue Service, excelling in taxpayer communication and issue resolution. Proven ability to enhance customer satisfaction through effective problem-solving and empathetic service. Skilled in utilizing advanced tax software and maintaining meticulous records, ensuring compliance and accuracy in all interactions.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Contact Representative
Dept. of the Treasury, Internal Revenue Service
02.1999 - Current
- I adapt communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- I Provide exceptional service by proactively addressing taxpayers needs and concerns.
- I improve customer satisfaction by resolving issues efficiently, effectively and professionally. Explain what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, business expense deductions or comparable issues
- I conduct thorough research on complex inquiries, delivering informed solutions to customers' unique challenges. I Investigate and resolve taxpayer accounting concerns.
- I prioritize work. Maintain detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions. Analyze and evaluate information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.
- I prioritize work. I promptly respond to inquiries and requests from taxpayer and managers.
- I Investigate and resolve specific customer inquiries and complaints quickly escalating issues in a timely manner and deliver prompt service.
- I follow through on all critical inter-departmental escalations to increase customer retention rates.
- I effectively trained team members on best practices and protocol. As a subject matter Expert (SME), I trained new personnel regarding Fuel Tax, Alternative Minimum Tax (AMT) and Disaster SME. Implemented and developed customer service training processes for the Disaster procedures in the DRG Subject Matter chapter. I coordinated for a training room and taught on the AMS e-arg checklist.
- I participated in regular professional development opportunities and completed training to enhance skills and stay current.
- I manage timely and effectively and efficiently.
- I built lasting relationships with payroll and income tax professionals through effective communication and attentive service.
- I demonstrate empathy when addressing sensitive situations, creating trust between the company and clientele.
- I guide customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- I cross-trained and backed up other customer service representatives' and leads.
- Provided excellent customer care by responding to requests, assisting with product selection and ordering using the Elite application.
- I am trained/full scope on all adjustment account type work for BMFO, 941, 941X, 940 1065, 1120, underpayment of estimated tax payments and penalties, and Installment Agreements (IA) for Business Accounts (BMFO), Practitioner Priority Services (PPS). I've assigned Employer Identification Numbers (EIN) to new business taxpayers and trust accounts.
- I make determinations and use sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understands their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
- I transfer payments to correct Employer Identification Numbers, and Social Security Numbers, forms, tax periods and Trust Fund Recovery Penalties. I compute credit interest using IACOMP to transfer payments. I send letters to taxpayers communicating procedures and educating taxpayers' when needed via telephone and correspondence. I reprocess information returns to correct Employer Identification Numbers, forms and tax periods. I prepare required forms for account transfers for statute cases. I identify and submit requests for prompt assessments for statute years.
- I am fully trained on the Finesse toll free incoming call site where I answer calls daily, specializing in Forms 1041, 1120 series, and 1065's maintaining composure under pressure while providing top-notch service to clients. I identify TDI's (Delinquent Returns) and TDA's (Tax Delinquent Accounts), bankruptcies and arrange for payments and secure promise to file dates on TDI's. I've secured levy sources and entered the information on IDRS. I educate taxpayers in regard to various trusts and Decedent Estates and employment and unemployment tax, estimated tax payments, how to make deposits and avoid penalties. I've secured levy sources and entered the information on IDRS/AMS/CII. I educate taxpayers in regard to various trusts and Decedent Estates, employment and unemployment tax, estimated tax payments, how to make deposits and avoid penalties.
- Complete contacts, i.e., conduct telephone interview with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding. Provide full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments. These inquiries involve:
- A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved.
- Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions.
- Programs that include the full range of exemptions, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, and employment taxes, and others to advise, inform, assess and collect taxes, and associated liabilities. - I review individual circumstances and goals, and advise on the most advantageous ways to meet them.
- Maintain a high level of confidentiality.
Material Handler
Dept. of Defense Logistics Agency
02.2002 - 10.2022
- Packed items into appropriate containers for shipment.
- Transported inventory items to appropriate locations.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Supply Hill Air Force Base, various government agencies worldwide contractors throughout the world with a wide variety of supplies. Order's are placed in the DSS computer system throughout several Air Force Bases and downloaded on a daily basis. With some order's being marked as “URGENT”, to prioritize and timing was of the essence.
- Ensured stock numbers and material were correct, verifying document order numbers and shipping and receiving reports.
- Packing, shipping, verifying material/supplies incoming and outgoing, and conduct physical inventory.
- Use of Forklift and jack pallet.
Administrative Manager
Steve Arave Excavation
12.2001 - 12.2002
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Obtain customer order, assign order numbers, review & edit requisitions by various shops.
- Provide material support to designated maintenance shops in the form of items being researched.
- Procurement of supplies for various shops, stores and construction sites.
- Stock material parts in warehouse so they were always easily accessible.
- Packing, shipping, verifying material/supplies incoming and outgoing, and conduct physical inventory.
- Use of Forklift and jack pallet. Discard hazardous materials to comply with Federal/State and local regulations and ordinance. Monitor & evaluate material usage, prices and customer demand pattern for future purposes.
- Compile documentation and prepared bid proposals for potential customers. Invoice, purchase and pay invoices. Coordinate with Gas, Water, light, local, city, county, state and federal officials for inspections.
Administrative Assistant
New Horizons Alcohol & Drug
11.2001 - 12.2001
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Schedule appointments.
- The job was abolished.
Systems Support Analyst
Viranmin Technology
04.2001 - 09.2001
- Used remote access software for connectivity purposes.
- Accountable to the Digitization Program Manager Assisted with planning and conducting digitization work in support of existing or future contracts (German F4 contract) with Hill Air Force Base.
- Responsible for editing for accuracy, troubleshooting & converting existing data of technical orders manual from Hill Air Force Base into electronic medium using either MS Word 1995-1999, Adobe Page-Maker or other technology as required.
- Apply solid knowledge of current principles and related disciplines to provide solutions to a variety of digitization problems.
- Maintain currency of technical skill/capabilities to respond to evolving business needs.
- Incorporate technical document graphics and tables, such as photographs, illustrations, diagrams, blueprints, and/or charts into the Adobe Page Maker files as appropriate. Use of scanner was used.
- Knowledge of technical terminology.
- Filing
- Maintain a high level of confidentiality.
Quality Assurance Technician
Golden State Casting Foundries
07.2000 - 01.2001
- Conducted root cause analyses for identified defects, implementing preventive measures to minimize recurrence rates.
- Performed thorough inspections of incoming materials and outgoing products.
- Analyze and read 3D blueprints for pneumatic & hydraulic airplane parts.
- Prepare, review and edit Quality Inspector reports for accuracy to meet FAA regulations.
- Identify discrepancies and correspond with contractors to clarify or correct.
- Review and update Military and company specifications.
- Inspect and expedite parts.
- Conduct Inventory.
Deputy Court Clerk
Ogden Second District Court
05.1983 - 05.2000
- Responded to in-person and telephone requests for information from general public, attorneys, government agencies and other involved parties.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Drafted professional court correspondence to facilitate legal proceedings.
- Contributed to a positive work environment by fostering teamwork among colleagues and assisting new employees during their onboarding process.
- Support criminal clerk for video arraignments and backup-up in-court clerk for six judges.
- Took minutes in court by hand and computer.
- Enter final disposition in statewide computer software (CORIS).
- Issuance of restitution and various legal writs such as garnishments, levies, liens and warrants of arrest for all divisions of the court, alcohol & drug programs, civil, small claims, domestic and bail bonds.
- Refund credits, Balance daily cash and File.
- I worked for Ogden, Layton, Roy and Bountiful Courts on a rotating basis.
Quality Assurance/Data Entry Clerk
Parker Hannifin
09.1996 - 03.1998
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Analyze and read 3D blueprints for pneumatic & hydraulic airplane parts.
- Prepare, review and edit Quality Inspector reports for accuracy to meet FAA regulations.
- Review and update Military and company specifications.
-
Quality Inspector
Life Time Products
04.1995 - 09.1995
- Monitored and replenished tools and reagents to enable smoother workflows and eliminate delays.
- I actively participated in assembling picnic tables & various basketball systems.
- I cut, de-burred and press-punched galvanized metal.
- I maintained inventory, ship receive, stored and destroyed returned product.
- I prepared requisitions.
- I provided order status and estimated delivery dates to personnel.
- I used the forklift, pallet and electric jacks.
Corrections Officer/Secretary
State Of Utah Department Of Corrections
01.1992 - 09.1994
- Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
- Supported successful emergency response efforts by participating in regular drills and training exercises.
- As a Correctional Officer, I assisted offenders from Utah State Prison (USP) and Federal Prisons (very few) in their transition into society. I informed them of all resources available to them in regards to education, home living, and finances.
- I initiated disciplinary action reports when they were in violation of the probation or parole.
- I gathered pertinent confidential information for the violation reports to submit to the parole officer and the Board of Pardons and the District Courts for possible new charges and possibly to remand back to custody of Department of Correction, Utah State Prison (USP).
- I conducted background checks through the National Criminal Information Computer System (NCIC) and Bureau of Criminal Identification (BCI).
- I received calls and visitor's, maintain personnel files, variety of forms and process correspondence.
- I took minutes of various meetings, disciplinary hearings and transcribed dictation into typewritten and acceptable format for distribution.
- Operate Word Processing equipment including use of glossaries, edited material for proper spelling, grammar and format.
Data Transcriber
Dept. of the Treasury, Internal Revenue Service
01.1981 - 05.1981
- Located and corrected data entry errors and reported to management.
- Verified accuracy of data before transcribing.
- Safeguarded sensitive information through strict adherence to confidentiality policies and guidelines.
- Strengthened compliance with regulatory requirements through meticulous attention to detail during transcription activities.
- I worked in January 1981 through June 1981 as a Data Transcriber entering Data from various income tax returns.
- I worked in January 1982 through June 1982 as a Data Transcriber and as a quality assurance reviewer with my supervisor as Juanita Upahaw. I worked in January 1989 through early 1991 as a Data Transcriber.
- I worked in the Mail Room in 1991 sorting mail and correspondence to be routed to various locations within IRS and other IRS campuses.
Education
No Degree - Electronics
Ogden Applied Technology
Ogden, UTNo Degree - Office Management
Stevens Henager College
Ogden, UTNo Degree - Criminal Justice
Weber State University
Ogden, UTSkills
- I effectively communicated to taxpayers, third party representatives, tax practitioners' and internal employees orally and in writing by targeting and addressing the issue via phone, correspondence and email
- I ensure that I exchange information under sensitive conditions, eg reporting and disclosure requirements
- I have and utilize on-line applications, research materials, technology, tools I use IDRS, AMS,CII, IAT-SWIFT, RTR, ELITE, ICTP, SERP, ICP, CIDS, DRG, EUP (TDS), CRG, eARG, DMI, Microsoft Word, Excel Version 2408, One Drive, Document 6209, IRC codes and sections, etc Internal Revenue Manual, Office of Communications, IRSGOV, Disclosure Manual applications to review data security, to obtain knowledge of codes to work cases and issue responses
- I'm highly organized and adept at managing multiple projects and meeting deadlines without my manager
- I was assigned to develop a questionnaire for software computer problem solving issues that were elevated to Management Information Technology Systems “MITS”
- I prepared a study and taught a class for the e-arg checklist on AMS I arranged by coordinating with CADRE personnel to obtain a classroom and scheduled for IRS employees to attend I ensured all employees had available material and computers to work on
Certification
Quickbooks 2001
Quickbooks 2001
I attended Quickbooks 2001 at Ogden-Weber Applied Technology College on 4/30/2001 while working for Steve Arave excavation. I attended the class so I could learn to enter data, invoices, and payroll into the Quickbooks application.
Certificates
Utah State Courts Rules of Civil Procedure. Attended training classes at Utah 2nd District Court and received certificates.
Timeline
Material Handler
Dept. of Defense Logistics Agency
02.2002 - 10.2022
Administrative Manager
Steve Arave Excavation
12.2001 - 12.2002
Administrative Assistant
New Horizons Alcohol & Drug
11.2001 - 12.2001
Systems Support Analyst
Viranmin Technology
04.2001 - 09.2001
Quality Assurance Technician
Golden State Casting Foundries
07.2000 - 01.2001
Contact Representative
Dept. of the Treasury, Internal Revenue Service
02.1999 - Current
Quality Assurance/Data Entry Clerk
Parker Hannifin
09.1996 - 03.1998
Quality Inspector
Life Time Products
04.1995 - 09.1995
Corrections Officer/Secretary
State Of Utah Department Of Corrections
01.1992 - 09.1994
Deputy Court Clerk
Ogden Second District Court
05.1983 - 05.2000
Data Transcriber
Dept. of the Treasury, Internal Revenue Service
01.1981 - 05.1981
No Degree - Electronics
Ogden Applied Technology
No Degree - Office Management
Stevens Henager College
No Degree - Criminal Justice
Weber State University
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