GWEN B. FERRELL
San Antonio,TX
Summary
Compassionate, creative and effective Teacher with valuable experience in classroom administration, professional development and project planning. Experienced in implementing diverse curriculums covering wide range of subjects. Equipped with extensive background in versatile education environments. Highly skilled at motivating students through positive encouragement and reinforcement of concepts via interactive classroom instruction and observation. Student-centric instructor, academic facilitator and motivational coach. Competent at performing independently or as member of teaching team. Well-versed in classroom and online technologies.
Overview
13
13
years of professional experience
Work History
Internal Revenue Agent, Employee Plans, GS-0512-12
Department of Treasury, Internal Revenue Service
04.2017 - 04.2022
- Responsible for auditing forms 5500, 1120, 1065, 1040 in compliance with reporting retirement contributions and deductions, as well as analyzing applications and issuing determination letters on a variety of defined contribution plans and certain defined benefit plans under applicable Internal Revenue Code provisions
- Analyzed information in exhibits and applied technical tests to determine if applicable statutory and other requirements were met
- Audited tax returns filed in connection with the retirement plans, while reviewing operating mechanics
- Examined employer's return for employee's pension or profit sharing plans to substantiate deductions for contributions made under deferred compensation plans
- Examined accounting practices and bookkeeping systems of pension and profit sharing plans and related operations of the trust
- Provided accurate technical expertise to serve internal and external customers with professional and helpful service
- Assisted the Voluntary Compliance Coordinators with identifying data to identify voluntary compliance error trends or issues that may be used as an educational tool to improve technical skills
- Reviewed operating mechanics, considered probable effects of contributions and benefits and assured that plans benefited employees in general and not discriminate in favor of officers, stockholders, or others
Individual Taxpayer Advisory Specialist, GS-0501-09
Department of Treasury, Internal Revenue Service
03.2013 - 04.2017
- Provided technical assistance covering the full range of individual income, excise, and employment taxes, as well as certain elements of all other kinds of taxes
- Conducted interviews with taxpayers to determine their tax situation, provide advice, and explained probable consequences of various courses of action open to taxpayers for the current and other tax years
- Discussed tax law impact with tax practitioners and accountants, review books and records to gain understanding of taxpayer's financial status (cash/accrual basis)
- Conferred with taxpayers and/or their representatives to explain issues involving the applicability of tax law, regulations, notices and account adjustments
- Prepared tax returns including limited schedules and additional documents, and explained the consequences of delinquency, as well as the collection and examination process
- Performed research, analysis, and necessary computations to recommend adjustments to customer's accounts, made adjustments as appropriate, initiated credit transfers, payment tracers, re-computed tax, penalty and interest, processed manual refunds and penalty abatements
- Dealt with a variety of taxpayers while maintaining professionalism and courtesy even during confrontational situations
- Served as technical support and advisor for other personnel assigned within the Operating Division by researching complex tax law or procedural questions which frequently involved issues not clearly defined
- Retrieved transcript of account(s), accepted cash tax payments and issued receipts, prepared daily cash transmittals, and processed requests for tax return copies
- Performed other ad hoc duties as assigned.
Secretary/Tax Exam Technician, GS-0318-05
Department of Treasury, Internal Revenue Service
05.2010 - 03.2013
- Performed the full-range of secretarial and administrative duties including answering the telephone and receiving visitors, determines the nature of business, gave routine and non-routine information, answering questions in accordance with service policies and operations or directed callers and visitors to appropriate person or office
- Received and controlled mail and suspense items, routing them directly to the appropriate person or office for action, followed up on outstanding controls and assembled background information before routing mail to supervisors
- Prepared and typed a variety of correspondence, reports, forms, requisitions, requests for personnel actions and legal documents using an electronic typewriter, word processor, or personal computer
- Maintained supervisor's calendar, scheduled appointments and engagements, assembled background material, prepared notes regarding topics to be discussed, made travel arrangements, and prepared travel vouchers
- Provided basic coordination and pertinent information on office functions to subordinate clerical staff and managers and other organizations
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Performed other related duties and special projects as assigned.
- Maintained daily report documents, memos and invoices.
Contact Representative/Customer Service, GS-0962-05
Department of Treasury, Internal Revenue Service
10.2009 - 05.2010
- Conducted telephone interviews with a wide range of individuals with varying degrees of understanding, or with third party representatives, e.g., Certified Professional Accountants (CPAs), practitioners, and attorneys, who possess a professional understanding
- interpreted regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions
- Using sophisticated interview techniques, reviewed individual circumstances and goals, and advised on the most advantageous methods of handling them
- Developed, analyzed and evaluated information involving the research of records and nature of each inquiry, including but not limited to the way it was presented in order to inform and advise customers, and to resolve problems related to the unique circumstances of each individual
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
Telecommunications - Computer Science And Programming
Devry University
Fremont, CA08.2022
Bachelor of Science in Accounting - Accounting
University of Phoenix
Oakland, CA09.2014
Skills
- High Standards of Education Curriculum Development & Compliance
- Excellent Communication, Negotiation, Public Speaking Skills
- Lesson Planning & Scheduling & Time Management
- Conflict Resolution to Address Student/Parent/Teacher Issues
- Abundant Patience & Empathy For Student Concerns and Mental Health
- Exceptional Ability to Clearly Present and Explain Curriculum
- Classroom Management and Maximum Student Engagement
- Classroom Management and Positive Learning Environment
- Teachers of Tomorrow Teaching Certificate Training-Pending
References
References Available Upon Request
Timeline
Internal Revenue Agent, Employee Plans, GS-0512-12
Department of Treasury, Internal Revenue Service
04.2017 - 04.2022
Individual Taxpayer Advisory Specialist, GS-0501-09
Department of Treasury, Internal Revenue Service
03.2013 - 04.2017
Secretary/Tax Exam Technician, GS-0318-05
Department of Treasury, Internal Revenue Service
05.2010 - 03.2013
Contact Representative/Customer Service, GS-0962-05
Department of Treasury, Internal Revenue Service
10.2009 - 05.2010
Telecommunications - Computer Science And Programming
Devry University
Bachelor of Science in Accounting - Accounting
University of Phoenix
Similar Profiles
Sabrinna DavisSabrinna Davis
Revenue Officer at Department of Treasury, Internal Revenue ServiceRevenue Officer at Department of Treasury, Internal Revenue Service
William OldhamWilliam Oldham
Management and Program Analyst at Department of Treasury, Internal Revenue ServiceManagement and Program Analyst at Department of Treasury, Internal Revenue Service
Roblyn MooreRoblyn Moore
Revenue Officer at Department of Treasury, Internal Revenue ServiceRevenue Officer at Department of Treasury, Internal Revenue Service