Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ebony White

Memphis,TN

Summary

Dynamic collections professional with extensive experience at the IRS, adept at negotiating repayment plans and ensuring regulatory compliance. Proven track record in customer education and delivering exceptional service, resulting in improved payment arrangements. Skilled in data analysis and committed to achieving team goals while maintaining professionalism and ethics in all interactions.

Overview

11
11
years of professional experience

Work History

SE/SB Collection Rep

Internal Revenue Service, IRS
Memphis, TN
06.2020 - Current
  • Investigated customer complaints and disputes related to billing errors or discrepancies.
  • Explaining what future actions are needed to achieve voluntary compliance.
  • Assisted customers in understanding the terms of repayment plans and helped them stay current on their account.
  • Conducted outbound calls using automated dialing systems as well as manual dials when necessary.
  • Advised customers of their legal rights regarding collection processes.
  • Maintained accurate records of all collection activities in computer system.
  • Analyzed collection data including age analysis reports, delinquency rates and bad debt reserves.
  • Collaborated with other members of the Collections team to achieve department goals.
  • Worked closely with internal departments such as Sales, Credit, Accounts Receivable and Customer Service.
  • Researched information from credit bureaus, banks, employers and other sources to verify customer's income and assets.
  • Reviewed accounts to determine payment plan compliance.
  • Educated debtors on the importance of credit health and the consequences of non-payment.
  • Prepared and sent out demand letters and collection notices to delinquent accounts.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Updated account status and maintained accurate records of all collection activities.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Provided training and guidance to new collections staff on best practices and company policies.
  • Utilized collections software and databases for efficient account management.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Processed payments over phone and set up recurring drafts.
  • Ensured compliance with federal and state collections laws and regulations.
  • Implemented collection strategies to reduce outstanding account balances.
  • Completed skip traces on customers failing respond to collection efforts.
  • Answered customer questions regarding account discrepancies or problems.
  • Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
  • Advised delinquent customers on strategies for debt repayment.
  • Recorded information about status of collection efforts.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Gatekeeper, Analysist

Internal Revenue Service, IRS
Memphis, TN
03.2024 - 11.2024
  • Assisted with special projects assigned by management as requested.
  • Prepared reports related to attendance records, visitor log entries.
  • Updated appointment schedules on a daily basis ensuring accuracy of information.
  • Entered data in software to keep records of information.
  • Prepared, compiled and filed documents as well as reports presented to various parties.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Organized and updated weekly schedules and monthly calendar obligations for various levels of management and staff.

Tax Examiner

Internal Revenue Services, IRS
Memphis, TN
03.2020 - 06.2020
  • Processed 2824 and 8821 forms for power of attorney in the CAF department.
  • Evaluated financial statements for completeness and accuracy prior to submitting them for review.
  • Entered data into systems correctly and accurately.
  • Reported the daily quota spreadsheet to management.
  • Participated in training sessions designed to stay abreast of current tax laws.
  • Interpreted federal, state, and local taxation codes for individuals or businesses.
  • Investigated discrepancies in taxpayer information to determine the appropriate course of action.
  • Applied tax accounting principles to prepare and review tax returns and reports for parent corporation and subsidiaries and committed to timely and accurate compliance.
  • Delivered best-in-class tax compliance advice and technical support to business departments and executive management to verify adherence to regulatory tax obligations.
  • Examined accounting systems and records to determine appropriateness of methods and controls.

Team Lead

UPS
Memphis, TN
03.2018 - 03.2020
  • Used Microsoft Word, Microsoft Office, and Microsoft Excel to create spreadsheets of the daily quota of products that were loaded onto the freight truck
  • Maintained accurate records of employee attendance and task completion times.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Ensured compliance with company policies and procedures throughout the team.
  • Trained new staff in relevant processes and procedures.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Sent daily reports to management and tracked numbers that were produced.
  • Relieves employees for breaks, and made sure systems were shut down correctly each day.
  • Reported to management daily on the progress that was made.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.

Quality Control Analyst

Cross Com International
Memphis, TN
06.2014 - 03.2018
  • Answer telephones, and direct calls to appropriate staff.
  • Receive and route messages or documents, such as laboratory results, to the appropriate staff.
  • Greet visitors, ascertain the purpose of the visit, and direct them to the appropriate staff.
  • Perform various clerical or administrative functions, such as ordering and maintaining an inventory of supplies.
  • Perform bookkeeping duties, such as credits or collections, preparing and sending financial statements or bills, and keeping financial records.
  • Monitored and upheld safe operating procedures and clean area mandates to meet regulatory requirements.
  • Calibrated, validated or maintained laboratory equipment.
  • Received and inspected raw materials.
  • Performed visual inspections of finished products.

Education

High School Diploma -

Fairly High School
Memphis, TN
05-1999

Some College (No Degree) - Education

Southwest Tennessee Community College
Memphis, TN

Skills

  • Repayment plans
  • Regulatory compliance
  • Customer service
  • Customer education
  • Payment arrangements
  • Goals and performance
  • Professionalism and ethics
  • Collections

Timeline

Gatekeeper, Analysist

Internal Revenue Service, IRS
03.2024 - 11.2024

SE/SB Collection Rep

Internal Revenue Service, IRS
06.2020 - Current

Tax Examiner

Internal Revenue Services, IRS
03.2020 - 06.2020

Team Lead

UPS
03.2018 - 03.2020

Quality Control Analyst

Cross Com International
06.2014 - 03.2018

High School Diploma -

Fairly High School

Some College (No Degree) - Education

Southwest Tennessee Community College

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