Dustin Moore

• Position Overview: This is a federal position.

Salary: $64,178.00 USD Bi-weekly

Hours per week: 40

Federal Series Number: 0962 Contact Representative

Federal Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.)

Federal Grade: 9

• Duties, Accomplishments and Related Skills:

The following duties and skills were performed alongside those listed below under the GS-08, Customer Service Representative. Leads still perform those duties and work their own paper casework and provide phone based customer service. These duties were performed both through telework and in-office settings.

• Distributes, balances, monitors and reports on workload in accordance with established workflow or job specialization. Assures equitable distribution among employees and timely accomplishment of assigned workloads.
• Reviews team paper casework and phone calls for accuracy, timeliness, and completeness.
• Answers questions, provides guidance, and delivers both classroom and on-the-job instruction to employees during their daily paper casework and phone-based customer service.
• Amends or rejects work not meeting established standards and refers to supervisor any problems on meeting performance standards.
• Monitors and logs team member errors to track rising error trends, provide feedback and guidance on errors made, and prevent future errors.
• Maintains current knowledge of procedures, policies and directives. These are changing daily, and alerting, educating, and providing team members with th best up-to-date practices ensures that taxpayers receive high quality customer service.
• Resolves simple informal complaints through taxpayer contact.
• Reports on performance, progress and training needs of employees and on disciplinary problems.
• Reviewed, corrected, and certified team members who were performing tasks on newly trained paper programs and phone applications. Review and certification ensured that team members trained in new skills provide high quality customer service immediately following their training.
• Leads also reviewed and certified employees from outside service centers who were being trained on paper casework for the first time.
• Monitored and provided one-on-one guidance for new hire employees performing job duties for the first time during an open filing season.
• Headed and provided support during team meetings in order to study error trends, team successes, and update team members on the constantly changing resources available to them.
• Monitored and corrected team timekeeping. Validated correct and complete team timesheets.
• Performs administrative duties in the absence of the manager.
• Maintained a low-level government issued security clearance and performed annual training for adherence.

Specialized Job Skills and Training:

Phone Applications:

• App 20 Customer Service Hotline - January 2019
• App 55 TAC Assistance Hotline - November 2023
• App 18 Taxpayer Protection Program (TPP) Hotline - November 2024

Paper Casework: Various Dates between October 2018 and July 2021.

• 1040-X, Amended Returns
• TPRQ, Taxpayer Correspondence
• Duplicate Filed Returns
• Affordable Care Act (ACA) Claims
• Operations Assistance Request (OARs), individual cases established by professionals in local Taxpayer Assistance Centers.

Lead CSR Skills:

• Embedded Quality Review System (EQRS) Extensive training with our evaluative organization - Centralized Evaluative Review - and their specialized computer applications which allowed for the review of casework and the certification of employees in new skills and duties in which they were being trained.

Supervisor: Laceta K. Wright, 816-499-4494

• Okay to contact this Supervisor: Yes

• Position Overview: This is a federal job.

Salary: $58,818.00 USD Per Year.

Hours per week: 40

Federal Series Number: 0962 Contact Representative

Federal Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.)

Federal Grade: 8

• Duties, Accomplishments and Related Skills:

Basic Skills of a Customer Service Representative in Accounts Management:

• Providing accurate, courteous, and succinct information to taxpayers via phone contact.
• Providing appointment scheduling to taxpayers needing to visit and local TAC Office.
• Being able to research and operate the tools provided in order to understand the tax account system via IDRS and to solve a wide array of taxpayer issues including refund and balance due concerns.
• Understanding of the latest forms and schedules needed to amend a tax return.
• Ability to correctly and promptly address customer concerns via paper correspondence.
• Working with duplicate filings and knowing how to research and amend any such filings that do make subtle changes.
• Handling the unique claims relating to the Affordable Care Act and having the skills to correctly address those concerns.
• Creation of the weekly team meeting notes in both a Word and Adobe PDF for distribution and review.
• Leading team meeting presentations on manual refund needs, disclosure lessons, and specialized IRM changes and updates.

Advanced Skills:

• New Hire Instructor for Accounts Management: Lesson planning and providing instructors to new-hires in both paper and phone scenarios. Lessons taught included working Affordable Care Act (ACA) cases, how to update the name lines using Command Code ENMOD, and how to move credits via the IAT Credit Transfer Tool, among many others.
• On-the-Job Instructor (OJI): Performed as an OJI for multiple classes of new hires and team members both during instruction and when they join their teams on the floor during official work. Have also provided OJI to other IRS employees seeking a detail in Accounts Management, working with Revenue Officers.
• Manual Refund Point of Contact: Performed as a team point of contact for the preparation, review, and transfer of manual refund documentation to Accounting. Have performed these duties for upwards of three years in my five-year tenure as a CSR. This includes the review of all team refunds, the handling of preparing my own manual refunds for issuance, and the official daily transfer of refund documentation to the Accounting department for their approval. Handled team EMT, manual refund monitoring, before those duties were transferred to a unique team.
• Specialized Operations Assistance Requests (OAR) Case Worker: Handles and completes specialized OAR cases with Taxpayer Advocates located at the various Taxpayer Assistance Centers across the nation. These cases require communication with local Taxpayer Advocates in order to accurately and quickly address taxpayer issues where the IRS has previously failed to uphold the Taxpayer Bill of Rights. Have also handled the assignment of OAR cases to other team members and keeping a correct log of completion dates, case extensions, and case completion for the team via Excel.
• Acting Lead Customer Service Representative: Have performed the duties of a Lead Customer Service Representative under and official PAR for an extended period, more than two weeks. Also fill in consistently for smaller periods of time, as needed, due to team shuffles or absences. Extended duties include some the above, as well as the approval of routing and reassignment of team cases, performing quality review of team casework and giving accurate feedback on team improvement, provide in-person and on-call guidance of team members actively engaged in either taxpayer phone correspondence or working active claims.

Supervisor: Gerald T. Logan, 816-499-4779

• Okay to contact this Supervisor: Yes

Duties, Accomplishments and Related Skills for a Cultural Center Aide: This was a part time position, twenty-five hours a week.

• Perform docent duties, conducting tours of the museum and replica home of Mr. & Mrs. Moore, while conducting excellent customer service.
• Schedule, plan, and host events at the Harry T. Moore Center ranging from Town Hall Forums, Networking and Motivation Events, Car Shows, and Community Festivals.
• Book and schedule tours for schools, churches, and private groups.
• Engage in community building and outreach events.
• Attend and present at speaking engagements held by local schools, churches, and organizations.
• Using computer applications to create, track, and analyze spreadsheets for data consumption.
• Conducting common clerical and administrative work.
• Facilitating the rental process on park grounds and amenities for weddings, family reunions, and other public and private events via the Brevard County Rental programs.
• Established strong relationships with the community, fostering open communication channels for discussing current events through the lens of history.
• Visited local schools to engage in community classrooms while hosting reading activities and workshops on local and national historic events.

Supervisor: Sonya Mallard, 321-264-6595

• Okay to contact this Supervisor: Yes

• Salary: $0.00 USD Per Year
• Hours per week: 6
• Duties, Accomplishments and Related Skills:
• Through the Flagler College Education program I have spent over one hundred hours accumulating in-class, hands-on experience with students at all educational levels and from grades eight through adult education. This education training supplemented my history degree and has provided experience in teaching in both group and individual settings. Subjects that I personally taught lessons in include American History, World History, Honors and AICE level histories, Diagnostic Reading, and ESL related comprehension courses.

• Position Overview

Full employment dates: Consistent employment between school semesters at a downtown sports bar and restaurant. Part Time: 20-25 hours/week

• March 2011-January 2012, May-August 2012, May-August 2013, May-August 2014

Duties, Accomplishments and Related Skills:

• Held a variety of positions which required:
• Proper care and cleaning of restaurant property
• Working effectively in fast-paced, stressful environments.
• Providing high quality customer service in restaurant pizza shop
• Handling currency and following procedure of opening and closing register procedures
• Taking orders and providing fast delivery service
• Preparation of food items and recipes for use on front line in kitchen
• Proven ability to learn quickly and adapt to new situations.