Haybert Green
Aurora,CO
Summary
Customer Relations Representative with 10 plus years of experience providing exceptional, quality customer service.
Overview
19
19
years of professional experience
Work History
ACS Contact Representative
Internal Revenue Service
Denver
06.2010 - Current
- Duties include assisting taxpayers with interpreting technical business and diverse individual questions related to the tax administration process. Proficient with answering multi phone line, working dual screens simultaneously. I researched various systems such as the Integrated Data Retrieval System (IDRS) and Integrated Automation Technologies (IAT) to check for full tax compliance. Knowledge of Microsoft word and excel. Comprehensive knowledge of Tax Law rules, regulations, and policies subject to frequent legislative changes. Ability to handle unanticipated issues with use of appropriate language and effective listening skills. Over 13 years of experience demonstrating empathy and understanding, while remaining courteous in all situations thoroughly analyzing and evaluating sensitive information involving the research of records. Accurately prepare and input account changes, completion of reports, documents independently and in a timely manner. Great organization skills. Skilled in investigative and research skills, use of effective probing techniques to identify taxpayer issues.
- I used effective listening to negotiate streamlined IA’s, non-streamlined IA’s, partial payment installment agreements (PPIA) or currently non collectible status. I can effectively discuss the offer in compromise process. I determined maximum payment ability by securing and analyzing financial statements. I followed IRM guidelines regarding substantiation and allowable expenses. I set firm deadlines when needed and warned of enforcement action (WOEA) if the taxpayer does not comply with the actions as promised. As a result of my actions, I can negotiate resolution of taxpayer collection accounts while observing the taxpayer bill of rights. I establish the taxpayer on a payment plan and remove them from collections. This improves customer satisfaction and business results. I used good judgement and avoided requesting unnecessary substantiation by using internal sources (IDRS) to verify income and expenses. I also referred cases to the field for seizure when appropriate per IRM guidelines. I educated the taxpayers on compliance through withholding or estimated tax payments. My actions helped the taxpayers avoid future delinquencies
- I have general business knowledge and have a strong attention to detail. I can analyze and review different types of tax returns to determine tax liability of individual taxpayers, businesses, and corporations. I have extensive knowledge and experience identifying and explaining account issues such as Trust Fund Recovery Penalties, CAWR, FUTA and ASFR assessments for personal and business accounts. In some instances, a payment plan is not appropriate, and the taxpayer needs help to correct the issue. Proper knowledge of how to handle these account situations ensures adherence to the taxpayer bill of rights.
- I have specialized experience with business issues and practices from financial analysis of a self-employed taxpayers Schedule C during a financial review to knowledge of explaining and identifying business issues such as federal tax deposit issues or additional tax assessments. Every taxpayer interaction, I analyzed and evaluated taxpayers’ records from online systems (IDRS, ACSweb, AMS, Accurint, IAT Compliance suite other IAT tools). I always completed research on technical procedures using SERP, IRM’s, TCD’s and the e-ACS guide.
- I maintained professional and clear communication with taxpayers and their representatives who can be argumentative, irate, or unwilling to cooperate. I can diffuse a situation with effective listening and conflict resolution techniques. I the ability to display empathy and courtesy in all situations
- I effectively interpreted and applied tax law and regulations, while demonstrating knowledge of IRS disclosure and tax laws, IRC code, and internal procedures. I can effectively identify and explain penalty and interest accruals. I also ensured to protect the taxpayers’ statutory right to appeal collection decisions and actions through the Collection Appeals Program (CAP) or Collection Due Process (CDP) and explained the differences. I also identified cases that meet Taxpayer Advocate criteria ensuring a timely referral is made. I processed levy releases using good judgement and only in situations when the release met IRM requirements. I provided information to taxpayers and their representatives regarding Notice of Federal Tax Lien subordinations, discharges, and withdrawals.
- I consistently recognized and can explain conditions such as bankruptcy, OIC, exam, audit reconsideration, appeals, AUR issues or Revenue Officer assignment. I can determine if these accounts require special handling. I researched missing check payments by using RTR. I initiated adjustments, credit transfers and penalty abatements on both business and individual accounts using appropriate IAT tools. I also have knowledge of how to input payment plans and penalty abatements “manually” in IDRS in the event IAT tools are down.
Account Administration Representative
Kaiser Permanente
06.2009 - 01.2010
- Responsible for maintenance of customer accounts. Duties included billing, reconciliation, reporting and customer service related activities. Also performing database maintenance and research tasks to support the contracts administration, cash control operations and assignment of medical record numbers, to generate and distribute contracts and member I.D. cards, to provide facilities support and to enter documents into the workflow imaging system.
Technical Support Agent
Time Warner Cable
03.2008 - 03.2009
- Duties include dealing with difficult customer service issues, regarding new lines of service and troubleshoot customer problems with Digital Phone, Internet and or Cable service in a timely manner. Responsibilities also included scheduling technicians to go install service or correct existing problems.
Education
Arapahoe Community College
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Metropolitan State Co
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U.S. Military Medical Training
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George Washington High School
Skills
- Team player, fast learner, good time management skills, attention to detail, experience in a fast-paced call center environment, providing high quality support to internal and external Customers Above average Quality Assurance scores Excellent communication skills
Timeline
ACS Contact Representative
Internal Revenue Service
06.2010 - Current
Account Administration Representative
Kaiser Permanente
06.2009 - 01.2010
Technical Support Agent
Time Warner Cable
03.2008 - 03.2009
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George Washington High School
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U.S. Military Medical Training
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Metropolitan State Co
Arapahoe Community College