Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Timeline
Generic

Cleuza Granele-Davenport

North Andover,MA

Summary

Dynamic and highly qualified IRS-CSR-GR08-03 and Tax Examiner Technician GS 0592-07-08 with extensive knowledge of accounting principles, taxation policies and income tax procedures. High customer service standards. Conflict resolution proficiency. Sort and open mail, scan, maintaining files and records, and filing tax returns and other documents. Unlock the mysteries of the tax code for individual through the phone. Listen to taxpayer questions and understand their situation, and then examine current tax regulations to provide answers. Protect sensitive personal and financial information, and use judgment to resolve issues such as taxpayer disputes and delinquencies. Process Form 1040X, Identity theft, TPRQs, installment agreement request, EIC, correct tax errors. Train new hires.

Resourceful Tax Examiner ensuring all tax information is completed according to deadlines and procedures. Organized and coordinated with working a flexible schedule, including weekends and evenings. Outstanding research and writing skills with the creativity to think outside-the-box.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Correspondence Examination Technician

Internal Revenue Service, IRS
Andover, MA
03.2024 - Current
  • Performs case analysis on pre-classified returns and unresolved responses such as those involving unagreed/complex IRP issues referred from other areas of the service center to determine the nature, scope, and direction of the examination. Incumbent identifies and resolves additional issues as they arise during the course of examination.
  • Keeps abreast of Examination programs and tax law changes.
  • Contacts taxpayers through correspondence or telephonically to obtain information, explain liability, and encourage compliance.
  • Performs necessary research using IDRS and AIMS generated material, and orders documents and transcripts pertinent to issues. Computes/recomputes gross income and makes appropriate adjustments based on information on the tax returns and schedules, information supplied by the taxpayer, taxpayer's representative, and/or third party, as well as individual judgment of overall case intent.
  • Reconstructs transactions for which records are sketchy and identifies prior processing errors to determine whether to assess or waive tax liability.
  • Reviewed and processed incoming and outgoing correspondence.
  • Created, edited, and proofread documents and letters.
  • Maintained records of all correspondences.

Tax Examining Technician

Internal Revenue Service, IRS
Andover, MA
03.2019 - 03.2024
  • Assisted other departments with special projects as needed.
  • Conducted investigations into suspected cases of fraud or noncompliance with the Internal Revenue Code.
  • Researched federal tax laws, regulations and procedures to provide accurate advice to taxpayers.
  • Analyzed financial documents, such as bank statements, pay stubs, and W-2s to verify income reported on tax returns.
  • Utilized computer software programs such as Microsoft Excel to manage data efficiently.
  • Worked collaboratively with other departments within the organization to resolve customer inquiries promptly.
  • Assisted with audits by gathering requested documents from taxpayers or their representatives.
  • Identified potential areas of risk associated with non-compliant activities.
  • Reviewed and analyzed tax returns to ensure accuracy of information and completeness of forms.
  • Issued notices for delinquent accounts, calculated interest charges and penalties for late payment of taxes.
  • Developed strategies for resolving complex cases involving multiple entities.
  • Determined the amount of taxes due or refundable based on analysis of financial data.
  • Prepared correspondence to taxpayers and employers regarding discrepancies found in filed returns.
  • Participated in training sessions related to changes in federal and state tax laws.
  • Maintained records of taxpayer interactions according to departmental policy and IRS regulations.
  • Generated reports summarizing audit findings and recommendations.
  • Attended meetings with senior management personnel as needed.
  • Processed requests for abatements or refunds according to established policies and procedures.
  • Verified that all required documents were included in submitted tax returns.
  • Provided guidance to taxpayers on filing requirements, payment options, filing deadlines.
  • Discussed and explained various tax forms with taxpayers.
  • Answered questions from taxpayers and assisted individuals with completing tax forms.
  • Maintained up-to-date contact information for each case under review.
  • Set up and monitored payment plans and processed payments.
  • Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.
  • Checked completeness of information when processing applications and transactions.
  • Examined accounting systems and records to determine appropriateness of methods and controls.
  • Conducted independent reseache and investigations of income tax returns to verify information provided.
  • Reviewed and processed incoming and outgoing correspondence.
  • Created, edited, and proofread documents and letters.
  • Maintained records of all correspondences.
  • Performs case analysis on pre-classified returns and unresolved responses such as those involving unagreed/complex IRP issues referred from other areas of the service center to determine the nature, scope, and direction of the examination. Incumbent identifies and resolves additional issues as they arise during the course of examination.
  • Keeps abreast of Examination programs and tax law changes.
  • Contacts taxpayers through correspondence or telephonically to obtain information, explain liability, and encourage compliance.
  • Performs necessary research using IDRS and AIMS generated material, and orders documents and transcripts pertinent to issues. Computes/recomputes gross income and makes appropriate adjustments based on information on the tax returns and schedules, information supplied by the taxpayer, taxpayer's representative, and/or third party, as well as individual judgment of overall case intent.
  • Reconstructs transactions for which records are sketchy and identifies prior processing errors to determine whether to assess or waive tax liability.

CSR - Full Time

IRS The Internal Revenue Service
Andover, MA
10.2008 - 03.2019
  • Consistently recognized for a strong work ethic and exceeding expectations
  • Confident decision-maker with strict attention to detail and knack for working well under pressure
  • Seeking to bring a long history of exceptional and dynamic work to individual federal tax returns.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Provided customer service support to customers over the phone, mail and fax
  • Followed up with customers to ensure their satisfaction.
  • Participated in team meetings or training sessions when necessary.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Processed tax forms, applications, and requests.
  • Adhered to Agency established protocols for handling confidential data.
  • Educated taxpayers on compliance and tax law rules and regulations.
  • Performed account maintenance activities such as updating taxpayers information in databases.
  • Asked probing questions to determine service needs and accurately input information into taxpayers records.
  • Ensured compliance with applicable tax laws and regulations.
  • Collaborated with other teams within the Agency to resolve complex issues related to customers' accounts.
  • Researched required information using available resources.
  • Generated reports on taxpayers inquiries and complaints for management review.
  • Promoted high taxpayers satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted taxpayers with making payments or establishing payment plans to bring accounts current.

Education

Associate of Applied Science - Nurse Technician

Unknown
01.2017

Some College (No Degree) -

Universidade Federal
Brazil

Skills

  • Microsoft applications
  • Attention to Detail
  • Banking
  • Basic
  • Billing
  • Interpersonal Skills
  • Resolving customer complaints
  • Financial
  • Forecasting
  • Listening
  • Marketing
  • Problem solver
  • Speaking
  • Record-keeping
  • Relationship building
  • Research
  • Tax returns
  • Technician
  • Time management
  • Good writing skills

References

References available upon request.

Certification

  • Certified on processed Forms 1040, 1040X, TPRQ, Duplicate Mix Entity Returns, WHC, Installment Agreements.

Languages

Spanish
Limited
Portuguese
Professional
Italian
Limited

Timeline

Correspondence Examination Technician

Internal Revenue Service, IRS
03.2024 - Current

Tax Examining Technician

Internal Revenue Service, IRS
03.2019 - 03.2024

CSR - Full Time

IRS The Internal Revenue Service
10.2008 - 03.2019

Associate of Applied Science - Nurse Technician

Unknown

Some College (No Degree) -

Universidade Federal

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Cleuza Granele-Davenport