Gwendolyn Smith

Maintain and update a range of manual and automated tracking systems and control logs for processing closing cases, ensuring these systems are always current and effective. I skillfully secure and review information to verify compatibility across various platforms. My research on automated tax systems is thorough, allowing me to retrieve critical information for my team with ease.
I analyze and summarize data efficiently, extracting relevant details from case files to prepare comprehensive reports that drive informed decision-making. I take charge of preparing folders, case files, closing documents, forms, acknowledgments, and transmittal instructions, streamlining the case processing workflow and enhancing team efficiency. Additionally, I manage files, indices, and technical reference materials, making them easily accessible. I confidently handle phone calls and greet visitors, adeptly assessing the nature of inquiries to address them directly or refer them to the appropriate personnel. My proficiency in word processing software, RPO and IDRS databases, and email enables me to create and transcribe a wide array of technical materials, including forms, correspondence, supporting statements, and documents that require precise legal, technical, or procedural language related to revenue law administration. I ensure the highest standards by thoroughly reviewing correspondence, supporting statements, and other documents for proper formatting, grammar, punctuation, spelling, and the accuracy of citations, dates, names, addresses, and references. I am always ready to take on additional duties as needed, demonstrating my commitment to excellence in all aspects of my work.

Receive and process both physical and electronic complaint forms. Allocate control numbers to facilitate the tracking of complaints. Enter complaint data into the Return Preparer (RP) database. Scan physical complaints for subsequent uploading into the database. Review and prioritize logged complaints in the Return Preparer database promptly. Capture and update all relevant complaint data in the RP Database. Analyze the allegations and classify each complaint into the appropriate category for further action. Identify complaints that are currently under investigation. Dispatch acknowledgment letters as necessary. Assess and resolve complaints during the evaluative process, as applicable. Engage in both written and verbal communication to provide and gather pertinent information. Operate various systems, including the Return Preparer Database and Integrated Data Retrieval System (IDRS). Store and file all complaints systematically. Organize departmental files, generate reports, and disseminate information to the team. Maintain office files diligently. Monitor and manage department-wide metrics and track workflow as required. Ensure the maintenance and ordering of office supplies. Receive, route, and distribute incoming mail efficiently. Perform additional duties as assigned by the frontline manager.

As the lead clerk, I was responsible for assigning work to a team of over 20 employees and served as a mentor for personnel on both the dayshift and nightshift engaged in tax examining tasks. I performed the complete range of duties expected at the journey level and acted as a Subject Matter Expert (SME) regarding the review and classification of the Internal Revenue Manual (IRM). My responsibilities include reviewing the IRM and implementing procedures to ensure compliance within the section, thereby contributing to the development of team members. Furthermore, I was tasked with the implementation and clarification of procedures related to the Identity Theft process. I facilitate Clerical Recruit and Continuing Professional Education (CPE) classes for all subordinate employees categorized as GS-07 and below. I resolve employee issues through thorough analysis, conflict resolution, and prompt decision-making. I promoted teamwork within the section by actively listening and engaging with colleagues. I publish a weekly assignment roster to effectively manage and control the workflow, distributing, balancing, monitoring, and reporting on workload following established workflow and job specialization. I ensured that the distribution of tasks among employees was equitable, which facilitated the timely completion of assigned work. I was responsible for amending or rejecting work that did not meet established standards and referring any issues or situations that did not align with performance standards or objectives to the supervisor.

I efficiently received, recorded, sorted, batched, and managed incoming and outgoing work, ensuring proper organization and flow. I actively maintained, updated, and purged suspense and closed files, guaranteeing streamlined operations. My keen eye for detail allowed me to examine and perfect documents while accurately determining header data and numbers for returned items. I oversaw supply maintenance and prepared requisitions to support ongoing operations. By leveraging an automated system, I executed a range of administrative tasks, including assigning, monitoring, and updating work status and inventory records with precision. I took the initiative to prepare and maintain comprehensive production and inventory reports, adhering to established formats and utilizing relevant data sources that met program and organizational reporting requirements. I also crafted detailed special reports as needed and regularly utilized office automation equipment to enhance efficiency. In my commitment to compliance, I thoroughly reviewed the Internal Revenue Manual (IRM) for routine adherence. I shared my expertise by training employees on the functionalities of the Automated Under-Reporter (AUR) and Integrated Data Retrieval System (IDRS). In addition, I demonstrated strong leadership by mediating work group discussions to address issues and resolve complex problems. As a dedicated team player, I provided translation services for the hearing-impaired and fostered a positive and cohesive work environment. My responsibilities included typing correspondence, leading as the Team Leader, and executing various other tasks, including the effective picking up, sorting, and distribution of official mail.

Served as a work leader,r for over 12 employees engaged in accomplishing tax examining work and performing the full range of duties for the journey level. Reviewed the Internal Revenue Manual (IRM) and instituted procedures to ensure section compliance as a part of team member development. Instructed the Automated Underreporter (AUR) Clerical Recruit and Continuing Professional Education (CPE) classes. Provided overviews and feedback on AUR programs to managers on a routine basis for an annual update and clarification of the Identity Theft process. Resolved employee problems through analysis, conflict resolution, and immediate decision-making. Promoted teamwork within the section by being an active listener and workplace participant. Published a weekly assignment roster for the team to better manage and control the movement of the workflow. Distributed, balanced, monitored, and reported on workload in accordance with established workflow or job specialization. Assured equitable distribution among employees and timely accomplishment of assigned workload. Amended or rejected work not meeting established standards and referred to supervisor any problems on meeting performance standards. Maintained current knowledge of procedures, policies, and directives; answered questions; and provided both classroom and OJT instruction to employees. Resolved simple informal complaints, referred others to supervisor; reported on performance, progress and training needs of employees and on disciplinary problems. Performed administrative duties in the absence of the manager on a recurring basis. Made suggestions concerning personnel actions and recognition of outstanding performance. Performed work that is the same kind and level as the employees. Maintained functional administrative and correspondence files. Prepared routine office forms. Received, reviewed, and distributed official mail. Performed other duties as assigned.

I received, recorded, sorted, batched, and managed incoming and outgoing work. I maintained, updated, and purged suspense and closed files, and examined and perfected documents. I determined header data and numbers for returned documents, maintained supplies, and prepared requisitions. Additionally, I performed various administrative tasks using an automated system that involved assigning, maintaining, monitoring, and updating work status and inventory records. I prepared and maintained regular production and inventory reports, following established formats and data sources relevant to program, functional, or organizational reporting requirements. I also prepared special reports as directed and utilized office automation equipment as a routine part of my daily duties. I reviewed the Internal Revenue Manual (IRM) for compliance and trained employees on the functions and operations of the Automated Under-Reporter (AUR) and Integrated Data Retrieval System (IDRS). As a mediator during work group discussions, I identified issues and resolved complex problems. I also served as a translator for hearing-impaired individuals and worked to develop a cohesive work environment. My responsibilities included typing correspondence, functioning as the Team Leader, and performing other duties as assigned. I picked up, sorted, and distributed official mail as part of my role.