Jenna Piro-Condrill
Venice,FL
Summary
Motivated professional with a strong work ethic and proven adaptability. Demonstrates exceptional interpersonal skills and excels in customer service, multitasking, and time management. Quick learner with a proactive attitude, committed to delivering positive customer experiences and supporting team objectives. Effective communicator with a passion for continuous improvement and navigating change successfully.
Overview
11
11
years of professional experience
Work History
Appeals Officer
Internal Revenue Service
Tampa, FL
12.2023 - Current
- Managed taxpayer appeals regarding collection actions including levies, liens, garnishes, and installment agreements, ensuring fair and timely resolution in compliance with IRS guidelines.
- Reviewed financial documentation, tax returns, and collection case histories to assess the validity of claims and disputes.
- Conducted in-depth analysis of taxpayer financial situations, including income, assets, and liabilities, to determine the appropriate course of action for collection disputes and appeals.
- Assessed whether the IRS collection process was followed correctly and if any adjustments or exemptions were warranted based on individual taxpayer circumstances.
- Resolved complex tax collection disputes by negotiating settlement terms, advising taxpayers on available options, and assisting with repayment agreements.
- Worked with taxpayers to identify reasonable solutions, including penalty abatements, release of liens, and adjustments to outstanding tax liabilities, ensuring adherence to IRS policies.
- Communicated complex tax laws and IRS procedures in a clear, understandable manner, helping taxpayers understand their rights and responsibilities.
- Drafted official IRS letters and decisions related to appeals, ensuring accuracy, compliance with tax laws, and clarity in communicating the outcome of cases.
- Ensured compliance with IRS regulations, federal tax laws, and the Taxpayer Bill of Rights during the appeals process, protecting taxpayer rights while maintaining the integrity of the IRS collection system.
Customer Service Representative
Sarasota County Tax Collector
Venice, FL
07.2022 - 11.2023
- Provided excellent customer service by assisting customers with a variety of tax related questions, including property taxes, business taxes, and motor vehicle registrations.
- Processed property tax payments, motor vehicle registration renewals, and business tax payments, ensuring accurate entry of payment data into the system.
- Managed cash, card, and check payments, maintains accurate records and resolving payment discrepancies when necessary.
- Managed and processed necessary paperwork for transactions, including tax certificates, receipts, and registration documents, ensuring compliance with state and local regulations.
- Provided motor vehicle registration and title services, including new registrations, renewals, transfers, and specialty plates, while ensuring compliance with state laws.
- Assisted with driver license renewals, name/address changes, and other related services, following Florida Department of Highway Safety and Motor Vehicles guidelines.
- Addressed and resolved customer complaints and tax related issues, such as payment errors, late fees, and discrepancies, by providing timely solutions.
- Coordinated with other local and state agencies to verify information and resolve issues related to tax assessments, payments, and registrations.
- Provided guidance to customers on the delinquency process, payment plans, and available options to resolve outstanding tax balances.
- Promoted the use of online payment systems and electronic services to improve customer convenience and streamline the payment process.
- Scheduled appointments, and checked customers in and out for their appointments.
Tax Examining Technician
Internal Revenue Service
Holtsville, NY
04.2021 - 07.2022
- Reviewed and analyzed taxpayer appeals, examining tax returns supporting documentation, and related IRS records to determine the validity of claims and disputes.
- Assisted in managing the appeals process by gathering necessary documentation, preparing case files, and ensuring all relevant information was presented to the Appeals Officer for review.
- Applied a deep understanding of federal tax laws, IRS policies, and procedural guidelines to review and resolve disputed tax issues, including penalties, assessments, and refunds.
- Collaborated with other IRS divisions to ensure a consistent approach to resolving tax disputes.
- Ensured all documentation was complete, accurate, and in compliance with IRS guidelines to support decision-making and potential future audits.
- Worked closely with Appeals Officers to prepare case summaries and provide supporting documentation for the appeals process.
- Applied IRS procedures and policies to ensure appeals were processed efficiently and in accordance with all relevant laws and regulations.
- Consistently met or exceeded performance metrics for handling a high volume of appeals, ensuring timely processing and resolution of taxpayer disputes.
- Contributed to improving the efficiency of the appeals process by identifying areas for procedural improvements and recommending best practices.
- Assisted with training and mentoring new tax examining technicians to ensure proper knowledge of policy and procedure.
Contact Representative
Internal Revenue Service
Holtsville, NY
10.2019 - 04.2021
- Provided timely and accurate responses to taxpayer inquiries, addressing issues related to tax accounts, refunds, and filing statuses via phone, email, and written correspondence.
- Delivered professional customer service to taxpayers by explaining complex tax laws, regulations, and procedures in an easily understandable manner.
- Analyzed taxpayer records to identify potential issues, such as overpayments, underpayments, and missing filings, and provided appropriate guidance.
- Informed taxpayers about IRS processes, such as refund processing, audits, payment plans, and penalty relief options.
- Investigated and resolved complex issues, including tax refunds, balance dues, and erroneous penalties, ensuring timely and fair resolutions.
- Adhered to federal regulations, IRS policies, and privacy protocols while handling sensitive taxpayer information and maintaining confidentiality.
- Accurately updated and maintained taxpayer records in the IRS system, documenting all communications, actions, and resolutions for future reference.
- Used critical thinking and problem-solving skills to analyze complex tax scenarios, identify discrepancies, and determine appropriate next steps for case resolution.
Bookkeeper
King Kullen
Eastport, NY
04.2019 - 08.2020
- Processed and balanced daily cash transactions, ensuring accuracy in cash drawers and registers.
- Managed cash, checks, and credit card payments, handling discrepancies efficiently.
- Assisted customers with returns, exchanges, and refunds, ensuring compliance with store policies.
- Performed regular inventory checks and collaborated with management to address discrepancies.
- Generated and submitted financial reports, including sales figures, returns, and cash flow, to management.
- Maintained accurate financial records and logs, updating databases as needed for accounting purposes.
- Delivered exceptional customer service by addressing billing questions and resolving payment issues in a timely manner.
- Ensured adherence to store policies, including safeguarding financial transactions and following cash handling procedures.
- Demonstrated excellent problem-solving abilities when managing discrepancies between an item's scanned price and shelf price.
- Assisted with training new bookkeepers to ensure proper knowledge of policy and procedure.
Financial Services Representative
Suffolk Federal Credit Union
Eastport, NY
02.2019 - 10.2019
- Opened, closed, and managed various member accounts, including savings, checking, CDs, and IRAs, ensuring accuracy and compliance with credit union procedure and policy.
- Assisted members with account maintenance, such as updating contact information, ordering checks, and handling account inquiries.
- Assisted members with troubleshooting online banking issues and guided them through mobile app features.
- Assisted in preparing reports for daily transactions, including balancing cash drawers and reconciling ATM and vault cash.
- Assisted members in applying for personal, auto, and home loans by gathering necessary documentation and processing loan applications.
- Identified opportunities to cross-sell and upsell services based on member financial goals, contributing to increased revenue.
- Resolved member complaints and disputes, using effective communication and problem-solving skills to ensure satisfactory outcomes for both the credit union and its members.
- Met or exceeded sales goals for credit union products, consistently contributing to branch performance and member retention.
- Assisted in branch marketing efforts to increase member participation in new services, including digital banking features and loan products.
Cashier
King Kullen
Eastport, NY
04.2014 - 04.2019
- Handled cash, card, and check transactions, as well as balanced the cash register at the end of each shift.
- Processed customer transactions accurately and efficiently using a point-of-sale (POS) system.
- Provided excellent customer service by addressing inquiries, offering assistance, and resolving issues in a professional manner.
- Maintained a clean and organized work environment, ensuring that the checkout area was always neat and ready for customers.
- Assisted with restocking of shelves.
- Assisted with other store departments as needed.
- Assisted with training new cashiers to ensure proper knowledge of policy and procedure.
Bank Teller
Suffolk Federal Credit Union
Eastport, NY
02.2018 - 02.2019
- Processed a high volume of daily transactions, including deposits, withdrawals, and transfers, ensuring accuracy and efficiency.
- Provided assistance with loan payments, check cashing, and issuing cashier checks for members.
- Managed cash drawers with precision, ensuring accurate cash handling and maintaining balanced drawers throughout shifts.
- Conducted regular cash counts and reconciled any discrepancies in transactions at the end of each day.
- Delivered exceptional customer service by addressing members' inquiries, resolving issues, and providing product recommendations.
- Assisted members with account-related inquiries, such as balance information, account statements, and transaction history.
- Educated members about credit union services, including savings plans, loan products and digital banking options.
- Followed security procedures for processing large transactions and safeguarding confidential member information.
- Worked with management to resolve complex transactions and provide timely solutions to members.
- Assisted in preparing reports for daily transactions, including balancing cash drawers and reconciling ATM and vault cash.
- Coordinated with the supervisor to ensure proper documentation and reporting for internal auditing.
- Assisted with training and mentoring new tellers on policies, procedures, and customer service standards.
- Utilized banking software and systems to accurately process transactions, manage accounts, and track member activity.
Education
Advanced Regents Diploma -
Westhampton Beach Senior High School
Westhampton Beach, NY06.2016
Skills
- Financial analysis
- Document review
- Customer service
- Conflict resolution
- Effective communication
- Case management
- Problem solving
- Microsoft office
- Organizational skills
- Computer skills
- Time management
- Multitasking
Timeline
Appeals Officer
Internal Revenue Service
12.2023 - Current
Customer Service Representative
Sarasota County Tax Collector
07.2022 - 11.2023
Tax Examining Technician
Internal Revenue Service
04.2021 - 07.2022
Contact Representative
Internal Revenue Service
10.2019 - 04.2021
Bookkeeper
King Kullen
04.2019 - 08.2020
Financial Services Representative
Suffolk Federal Credit Union
02.2019 - 10.2019
Bank Teller
Suffolk Federal Credit Union
02.2018 - 02.2019
Cashier
King Kullen
04.2014 - 04.2019
Advanced Regents Diploma -
Westhampton Beach Senior High School
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