Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Joy Oliver

Bowie,United States

Summary

Results-driven and customer-focused professional with 9 plus years of experience as a flexible customer service representative. Proven success in resolving customer concerns and inquiries, adept at accurately documenting call details, preparing reports, and organizing documentation. Skilled in providing helpful answers and relevant information to retain clients. Energetic, reliable, and well-trained in high-end merchandise environments. Leveraging superior communication and relationship-building strengths to increase and retain long-term customers. Demonstrated ability to establish rapport with clients and exceed all sales goals. In-depth knowledge of PeopleSoft and tax software. Personable and dedicated customer service representative with extensive experience in the government industry. Solid team player with an upbeat, positive attitude, adept at establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed, and process optimization. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Tax Examiner

Office of Tax and Revenue
04.2023 - Current
  • Ensured timely processing of returns through efficient workload management and attention to detail.
  • Communicated with taxpayers in writing and by telephone.
  • Collaborated with team members to enhance overall efficiency and effectiveness within the department.
  • Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
  • Aided senior management in decision-making processes by providing well-researched recommendations based on comprehensive data analysis.
  • Improved data accuracy by validating taxpayer information and updating records as needed.
  • Negotiated payment agreements with delinquent taxpayers, ensuring prompt debt resolution.
  • Conducted research, interviews and investigations for information pertaining to alleged criminal violations.
  • Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
  • Recommended financial solutions in relation to tax implications.
  • Increased revenue by implementing effective tax collection strategies and monitoring taxpayer compliance.
  • Leveraged strong analytical skills to identify potential tax evasion schemes, supporting enforcement efforts against non-compliant individuals or entities.
  • Coordinated with legal counsel on complex cases requiring litigation support or expert testimony during court proceedings.
  • Educated taxpayers about their rights and obligations under the law, fostering a positive relationship between government agencies and constituents.

Customer Service Representative

OFFICE OF TAX & REVENUE
06.2015 - 04.2023
  • Customer service specialist Hours per week: 40 Supervisor: Perry Johnson (202-442-6717) Grade-09 My duties allowed me to handle and process Fr-500's into ITS
  • I also took calls for real property, business and individual income
  • Majority of my Real Property calls are locating payments for each billing cycle which is called a first and second half which is simple
  • Business I created business accounts adding withholding and sales and use
  • Also dealing with business I transfer money to the correct Ein's or search for suspended payments
  • Lastly individual I handle and process customers D-40 tax return that contains sensitive information
  • My duties allowed me to deal with customers directly at the front desk by directing them to the appropriate department such as: income, business, real property, collections, or DMV and answering any inquires they may have
  • The systems that I use daily is Mitts, ITS, Outlook, and CTS
  • I have used a switch board with 54 calls in the cue and currently work with in the call center unit where I do all the duties above opportunity My job history has allowed me to handle good and difficult situations very effectively
  • When dealing with the customer my key points is to always let them tell their story whether it relates to the situation or they would like to just get something's off their mind
  • I feel as though a connection and having the customer comfortable with me helping them plays a very big part on getting the job done effectively
  • When someone is difficult I always reassure the customer that after I finish working with them I give them updates from time to time while I continue to work on their case it is always good to let them know you are concerned about their troubles
  • Writing abilities are very like my oral
  • Always remain pleasant and keep a professional décor while speaking with the customer and staff
  • From learning, different styles on how to explain to the customer on how to fix their problems, I have learned a series of ways to interpret, tax laws and policies
  • When explaining these regulations to the customer I always give them the important information to retain in bulletin form, so it is easier for them to understand i.e
  • When filling out an Fr-500 Business Registration Form it is under the Patriot Act that we require for you to put all Social Security numbers for any partners related to this account
  • Also, if you do not have a POA on file you cannot know any information on the account let alone transfer or request to do any activity on it without one
  • I also have been a part of the Risk Control team where I made sure all appropriate name changes, address change, and Articles of Amendment or Incorporation has been received and meets all our standard operating procedures
  • I assist in determining the accuracy of tax returns utilizing basic knowledge of applicable internal procedures and the various tax types processed by RPA
  • Assist in examining and verifying all tax returns and other documents for completeness and corrects errors or discrepancies on the tax returns using a variety of available tools
  • Prepared various types of remittances, including individual, business, real property, and excise taxes, for deposit to the various bank accounts for the District of Columbia
  • Conducts research utilizing numerous sources to locate missing information to complete returns and determines liability of taxpayers
  • Performs other related duties as assigned
  • I supported a long-term analytic strategy to establish and implement a robust data discovery program that guides and directs the Compliance Division in identifying and correctly selecting potential cases for auditing and tax collection purposes
  • Also, utilized the Modernized Integrated Tax System (MITS) to collect and examine large amounts of taxpayer data on a continuing basis
  • Identifies trends and patterns and develops actionable insights and recommendations to assist with improving the Compliance Administration's business operations
  • Liaises with management to understand their information needs and reporting requirements
  • Employed data mining techniques and statistical analysis to generate ad-hoc reports and develops data visualizations to assist management with identifying patterns, enhancing insights and making fact-based decisions based on data presented
  • Presents findings and conclusions to management and advises on best practices and decision analytics
  • Utilizes the data warehouses to handle complex queries on aggregated large historical data sets, provide correlation between data from other sources, and enhances the classification process of cases assigned to audit and collection
  • Performs other related duties as assigned
  • Trained staff and created literature for tax booklets and training modules

Auditor, Administrative Assistant

RGIS, LLC
03.2014 - 06.2015
  • My duties allowed me to take inventory at different stores such as CVS, Wal-Mart, Bjs, giant.etc
  • I also answer multiple phone lines, file and sort, handle scheduling and set up meetings, while taking notes, accounts payable and receivable, dealt with the systems Oracle, MSW, Excel, Outlook, Learning center, and Taleo
  • I made PIV calls, and handled personal records, ADP, payroll cards, handled 908's, procedures, 902's and 904's ordered office supplies, and keeping the area neat and professional
  • I Type 30 WPM
  • Within being an Administrative assistant, my main task was to keep order in the office
  • I would schedule meetings two days in advance and sent out all memos the day before and 2 hours before the meeting
  • When dealing with a larger group meeting I had to work around each supervisor's schedule since most of them had clients at different time
  • Conference planning was a little harder since most of the time it would be held at our larger branch, I would set up a car pull two days ahead so that the car will be already at the office, then call all the clients of the supervisors to reschedule or inform them there has been a delay but a manger will come in the supervisor's place
  • My biggest thing on scheduling all events is time management if everyone was aware of any changes and all information they needed to bring then the meetings would execute smoothly

Cashier, Hostess, Server

BIG CITY FOOD
09.2010 - 02.2013
  • My duties allowed me to interact with people and to also handle money
  • I handled multiple phone lines, dealt with customer's problems; I also took orders, lifted 50lps or more daily and made deliveries
  • Held personal information to hire employees

Camp Counselor

Park and Planning
06.2009 - 08.2010
  • Within my line of work, I handled children
  • I also did paper work, schedule events, file and sort documents, handled money, handled multiple phone lines, lifted 50lps and more daily, and ran errands for my supervisor
  • I also helped employees fill out their checks

Education

Bachelor of Science - Business Administration

University of Maryland Global Campus
Hyattsville, MD
12-2025

Bachelor’s degree - Business Administration

Bowie state University
Bowie, MD
10.2024

Skills

  • Accounts payable and receivable
  • Administrative assistant
  • ADP
  • Billing
  • Call center
  • Customer service specialist
  • Keyboarding
  • Excel
  • Outlook
  • Oracle
  • Public Speaking
  • Tax laws
  • Phone Switchboard
  • Microsoft Office expertise
  • Inbound and outbound calling
  • Business development understanding
  • Call center experience
  • Problem-solving abilities
  • High-energy attitude
  • Filling
  • Scheduling meetings
  • Handled Money
  • Taking minutes for meetings
  • Payroll
  • Training
  • Clerical support
  • Courteous demeanor
  • Team leadership
  • Processing Tax returns
  • Adaptive team player
  • Technologically savvy
  • Auditing Techniques
  • Tax Software Proficiency
  • Data Analytics
  • Regulatory knowledge
  • Problem-Solving
  • Interpersonal communication skills
  • Debt management
  • Account Monitoring
  • Data Interpretation
  • Tax Compliance
  • Taxpayer investigation

References

  • Danita Bowe, Carolina kitchen manager, 3017416709
  • Perry Johnson, Supervisor for OCFO, 2024426717
  • Elizabeth Washington, Staff assistant for OCFO, 2024426579
  • Eva Liggins, Director for OCFO, 2024426700

Certification

H&R Block Income Tax Course

Timeline

Tax Examiner

Office of Tax and Revenue
04.2023 - Current

Customer Service Representative

OFFICE OF TAX & REVENUE
06.2015 - 04.2023

Auditor, Administrative Assistant

RGIS, LLC
03.2014 - 06.2015

Cashier, Hostess, Server

BIG CITY FOOD
09.2010 - 02.2013

Camp Counselor

Park and Planning
06.2009 - 08.2010

Bachelor’s degree - Business Administration

Bowie state University

Bachelor of Science - Business Administration

University of Maryland Global Campus

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Joy Oliver