Darlene Randle
Lexington,MS
Summary
30 Years of well-rounded professional backed by lead tax examiner, collections contact representative, insurance producer, sales and services, human resource, management, supervisory, retail, and superior customer service skills. Tax Examiner looking to build upon skills and tackle new responsibilities. Profound knowledge of rules and regulations and state statutes. Familiar with basic accounting principles. Diligent, detail-oriented and experienced federal employee offering solid understanding of legal and regulatory issues surrounding high-leveled activities. Background reviewing large data sets with speed and accuracy to verify integrity of information. Talent spotting anomalies in data, information and documentation. Excellent problem-solving skills. Able to manage and provide administrative support, coordinate a positive productive workflow and function as the primary interface between the customer, client and the company or organization. Expertise in normalizing a hostile environment utilizing surplus customer service skills. Facilitate the efficient flow of customers/clients while remaining focused on managing priorities and ensuring confidentiality. Well-organized, manage time and priorities in multi-task environments. Regarded as a natural people person with strong interpersonal communication skills. Strong organizational skills with ability to multi-task and arrange work in order of priority. Utilizes automated system specialized of Code of Federal Regulations (CFR), Single Entry Time Reporting (SETR), National Finance Center (NFC), HR Connect, FMLA, SharePoint, Timeshare and
Communication Platforms – Zoom, Skype and Google Meet Microsoft Office Applications – Word, Outlook, Teams, OneNote, Excel, and PowerPoint | Type 50 WPM
Overview
11
11
years of professional experience
Work History
Tax Examiner Technician
Department Of Treasury, IRS
01.2023 - Current
- Review documents for accuracy and completeness to determine if authorization meets all requirements before processing tax form
- Maintain Knowledge of policies and procedures for CAF functions.
- Receive, research and process third party authorization forms; such as, Form 2848, Form 8821 and Form 706 to enter authorization in the Centralized Authorization File(CAF).
- Utilize proper research tools; such as, IDRS command codes accessing taxpayer's master file, AMS, IAT tools to determine if third party request not processable to send correspondence to inform taxpayer of required information needed to process requested authorization.
- Revokes CAF modules whenever requested by taxpayer or representative(s) with proper documentation by subsequent POA filings.
- Assure authorizations are granted to power of attorneys assisting taxpayers by researching IDRS system to correct missing or inaccurate account information inquiries to third parties
- Maintained up-to-date understanding of changing tax codes by attending professional development seminars, reviewing SERP daily for updates and training sessions regularly.
- Remain deadline-oriented and reliable while adjusting priorities and managing time wisely
- Adheres to all guidelines to safeguard private and confidential information.
- Ensured timely processing of returns through efficient workload management and attention to detail.
- Communicated with taxpayers in writing and by telephone.
- Collaborated with team members to enhance overall efficiency and effectiveness within the department.
- Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
Lead Tax Examiner Technician
Department of Treasury
04.2024 - 08.2024
- Assisted management with periodic evaluations of team operations, recommending process improvements that led to increased efficiency and accuracy.
- Facilitated smooth communication between taxpayers and the IRS by addressing inquiries professionally and providing clear explanations regarding examination results.
- Gathers, maintains, and analyzes automated or manual data on training courses, materials, or programs and makes recommendations for changes or other appropriate actions to achieve improvements in employee performance through training
- Provides advice and information on education and training matters to managers, employees, instructors, and contractors
- Remain deadline-oriented and reliable while adjusting priorities and managing time wisely
- Increased accuracy of tax calculations by applying advanced knowledge of federal, state, and local tax laws.
- Provides written communication techniques to prepare report narratives, basic instructions on training processes and to assist in preparing material and related training
- Conducted comprehensive reviews of employees by utilizing the EQRS system, detecting inconsistencies and potential errors of processed tax forms.
- Adheres to all guidelines of the IRS Service-wide policies, rules and procedures sufficient to provide advice and information to safeguard private and confidential information
- Handled high-priority cases involving potential fraud or evasion, conducting thorough investigations for accurate conclusions.
- Demonstrated exceptional attention to detail in reviewing tax-related documents, ensuring the accurate processing of tax forms.
- Amends or rejects work not meeting established standards and refers any problems on meeting performance standards to supervisor.
- Conducted targeted tax research to facilitate informed project planning and compliance efforts.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
- Performs other duties as assigned to meet all job expectations.
- Improved team performance by providing ongoing training and guidance to tax examiners.
Customer Contact Representative
Department of the Treasury, IRS
05.2022 - 01.2023
- Provided a positive customer experience through customer care and attention to detail
- Resolved complaints by interpreting and applying applicable portions of tax law and regulations, basic collection techniques and enforcement actions to advise, inform, assess, collect taxes and associated liabilities
- Communicated and interacted effectively with taxpayers and/or their representatives any actions taken to establish attainable agreements
- Researched and analyzed all available information applicable to specific and well-defined collection issues and performed corrective actions needed to close accounts
- Advised taxpayers of the enforcement actions that would be taken if failure to meet commitments to file return and/or pay tax liabilities and encouraged voluntary compliance with tax laws
- Researched integrated data retrieval system and other database sources for information to locate taxpayers and their assets
- Worked as in a team by communicating effectively with managers and co-workers with daily updates of newly integrated protocols to remain in compliance with agency policies and procedures.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Made follow-up phone calls to customers about general issues.
- Communicated with taxpayers in writing and by telephone.
- Investigated and pursued delinquent accounts.
- Reduced errors in tax assessments by meticulously reviewing calculations and documentation.
- Resolved complex tax issues through research utilizing ACSWeb, IDRS, AMS and other data base sources to effectively communicated with taxpayers.
- Educated taxpayers about their rights and obligations under the law, fostering a positive relationship between government agencies and constituents.
- Negotiated payment plans tailored to individual circumstances, promoting successful resolution of delinquent accounts and made necessary referrals.
- Communicated complex tax issues and terminology with others by explaining in easily-understood terms.
- Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
Insurance Producer / Property, Casualty, Life / Customer Service
OMNI-Protection 1 Insurance Agency
01.2021 - Current
- Provide high-quality customer care, customize individualized selection of appropriate insurance policies to cover client’s needs by analyzing personalized needs assessment
- Network with potential customers through educating and making recommendations to accommodate their needs
- Evaluate current insurance policies and recommend additional coverage when needed
- Maintains confidentiality and properly secures all confidential documents.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
- Adhered to all regulations for insurance sales.
- Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance in all transactions.
- Collaborated with underwriters to ensure accurate risk assessment and appropriate coverage options.
- Developed strong relationships with clients, fostering trust and loyalty for long-term business growth.
- Educated clients on complex insurance concepts using clear language, increasing comprehension levels.
- Streamlined the application process for clients, simplifying paperwork and reducing wait times for approval.
- Assisted colleagues in closing deals by sharing best practices for successful sales consultations.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
OIC Postmaster/204B Supervisor/Sales Service & Distribution Associate
United States Postal Service
02.2014 - 12.2021
- Managed all aspects of 3 post offices staffing, including hiring, training, scheduling, and performance management to ensure a high-performing team.
- Performed responsibilities of assuring all staff members adhere to the United States postal laws and regulations safety protocols
- Maintained a clean and organized post office environment, ensuring smooth daily operations and optimal working conditions for employees.
- Analyzed for safety measurement and documented incoming and outgoing mail, packages, certified, registered, express, priority, sensitive and non-sensitive mail to assure safe mail for all
- Monitored inventory levels to ensure adequate supplies were available for daily operations while minimizing waste from overstocking items.
- Ensured compliance with USPS regulations by regularly reviewing policies and procedures, maintaining up-to-date knowledge on relevant changes.
- Collaborated with other postmasters in the region to share best practices, enhancing overall postal service quality.
- Hired, trained, and evaluated performance of multiple employees.
- Developed strong relationships with local businesses, promoting postal services and generating revenue growth.
- Streamlined postal operations for increased productivity through effective staff training and resource allocation.
- Implemented cost-saving measures that reduced operational expenses without compromising service levels or employee satisfaction.
- Reduced wait times for customers through efficient queue management strategies during peak hours.
- Boosted workplace morale through the implementation of employee recognition programs and regular team-building activities.
- Addressed safety concerns proactively by conducting frequent inspections of facilities and equipment, implementing necessary repairs or upgrades as needed.
- Resolved complex customer issues and complaints by communicating with customers and employees the postal laws, regulations and availability of services
- Managed daily operation of retail and delivery by communicating effectively and promoting positive energy to the team daily
- Assisted human resources with the development of rating factors and job analysis for vacancy announcements and determining minimum qualification requirements
- Prepared employees’ work schedules with minimum allotted hours ensuring adequate staffing weekly without over budgeting
- Performed ongoing training for employees for continuing growth in performance
- Prepared and submitted detailed daily activity and performance reports in accordance with postal guidelines
- Assisted customers in determining proper postal service to align with individual needs.
- Implemented environmentally friendly practices within the post office operations, reducing waste output and encouraging sustainable habits among staff.
Education
Associate of Science - Business Administration/Finance
Walden University
Baltimore, MD12.2010
Associate of Applied Science - Medical Office Specialist
Moore Career College
Jackson, MS07.1993
High School Diploma -
Jim Hill High School
Jackson, MS01.1991
Skills
- Recordkeeping and documentation
- Account discrepancies
- Time Management
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Effective Communication
- Team Collaboration
- Adaptability and Flexibility
- Analytical Thinking
- Continuous Improvement
- Written Communication
- Professional Demeanor
- Problem-solving aptitude
- Strategic Communication Management Professional
- Researches and resolves issues external and internal
- Advises management with efficiency and morals of the agency
- Adheres to all policies, guidelines and procedures to promote integrity
Professionalreferences
- Autherine Brown, Lead Contact Specialist, Dept of Treasury IRS, (901)574-9005
- Della Youngblood, Lead Case Rep, Veterans Administration, (601)278-9941
- Latonya Matthews, Manager, Tax Services, W&I CAF Dept, (901)218-1056
Key Qualifications
- Lead Tax Examiner
- Customer Service Contact
- Applies Proper Protocol and Procedures
- Possess Great Documentation and Narrative Skills
- Customer Interaction Planner
- Centralized Authorization Tax Examiner
- Insurance Producer Management
- Underwriting Knowledge
- Customer Service Representative
- Data Entry
- Collections Contact Representative
- HIPAA Compliance
- Medical Laws & Ethics
- General Human Resource Skills
- Licensed Commercial Driver
- Sales Services Manager
- Handles Complex Transactions
- Multi-Application Ability
- Multi-Screen Operator
- Transportation Dispatch Coordinator
- Property and Casualty Licensed Producer
- Life Insurance Licensed Producer
- Applies Learned Knowledge
- Provides Feedback to Management
- Handle Complex Assignments with mild supervision
Volunteer Experience
Blackhawk-Hills Community Association, Executive of the Board of Directors, Blackhawk, MS, 2012, Present, Facilitator, Research and obtain funding for needed children, Screen programs for community safety, Overseer of all prospective projects
Timeline
Lead Tax Examiner Technician
Department of Treasury
04.2024 - 08.2024
Tax Examiner Technician
Department Of Treasury, IRS
01.2023 - Current
Customer Contact Representative
Department of the Treasury, IRS
05.2022 - 01.2023
Insurance Producer / Property, Casualty, Life / Customer Service
OMNI-Protection 1 Insurance Agency
01.2021 - Current
OIC Postmaster/204B Supervisor/Sales Service & Distribution Associate
United States Postal Service
02.2014 - 12.2021
Associate of Science - Business Administration/Finance
Walden University
Associate of Applied Science - Medical Office Specialist
Moore Career College
High School Diploma -
Jim Hill High School
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