Job Search Status
Open to workDesired start date: Immediately
Open To Work
KIMBERLY D. JOHNSON
Katy
Work Preference
Summary
Dynamic professional with extensive experience in client account management and analytical problem-solving within the Department of Treasury. Proven track record in advising taxpayers, enhancing compliance, and implementing effective solutions. Skilled in financial assessment and effective communication, driving successful outcomes in complex regulatory environments.
Overview
25
25
years of professional experience
Work History
Contact Representative
DEPARTMENT OF TREASURY
Austin
09.2021 - 09.2025
- Conducted telephone/text chat interviews with diverse individuals and third-party representatives, including CPAs, practitioners, and attorneys, to assess understanding and provide tailored guidance.
- Elicits sensitive and financial information, or draws out information the individual may attempt to withhold to ensure compliance with reporting and disclosure requirements.
- Provides full explanations to specific inquiries involving a body of law and regulations that covers Employee Plans, Exempt Organizations, Indian Tribal, local, state or Federal Government entity filings, each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved.
- Using sophisticated interview techniques, the incumbent reviews individual circumstances and goals, and advises on the most advantageous methods of handling them. Applies Revenue Rulings to appropriate situations.
- Makes determinations and uses sound judgment concerning controversial matters reporting the degree to which the individuals understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent. Provides information on how to request abatement and update good exempt status.
- Implemented account holds to evaluate penalty situations for potential abatement.
- Developed and evaluated inquiries through research of records to inform and advise customers, resolving unique problems based on individual circumstances.
- Clarified future actions for voluntary compliance and recommended service methods for taxpayers and their representatives.
Individual Taxpayer Advisory Specialist
DEPARTMENT OF TREASURY
Fayetteville
10.2019 - 09.2021
- Conducts interviews with taxpayers to determine their tax situation, provide advice, and explain probable consequences of various courses of action open to taxpayers for the current and other tax years.
- Explained applicability of tax law, regulations, and account adjustments to taxpayers and representatives, facilitating informed decision-making.
- Discusses tax law impact with tax practitioners and accountants, review books and records to gain understanding of taxpayer’s financial status (cash/accrual basis).
- Counsels taxpayers/business owners to advise, educate, and assist in the prevention of future delinquencies.
- Assists taxpayers with questions concerning their accounts, bills, or notices they have received.
- Clarified taxpayer account status and notices, took corrective actions, and filed amended returns to resolve discrepancies.
- Consults with taxpayers, with or without pre-arrangement, and applies informed judgment in arriving at an appropriate recommendation prior to release of conclusion or decision to the taxpayer.
- Explains to taxpayers the collection and examination processes.
- Educated taxpayers on optional electronic service channels, enhancing accessibility to tax services.
- Performs research, analysis, and necessary computations, to recommend adjustments to customer’s accounts, makes adjustments as appropriate, initiates credit transfers, payment tracers, re-computes tax, penalty and interest, prepares manual refunds and makes abatements.
- Fully advises customer of all appeal rights and secures agreement of customer to final decision.
- Meets and deals with a variety of taxpayers while maintaining professionalism and courtesy even during confrontational situations.
- Serves as technical support and advisor for other personnel assigned within the Operating Division by researching complex tax law or procedural questions which frequently involve issues that are not clearly defined.
- Managed preparation and processing of outgoing mail requests for efficient office operations.
- Primary contact person for all computer and software issues for the office working with IT and area analysts.
- Systems utilized: IDRS, AMS, IAT, ACSWEB, ITLA, PDF files, MS Excel, Typing speed 72 wpm., FAMIS, OCHESTRA, FAST, UPS.
- Knowledge of: AUR, CAP, CDP, 1040X, OIC, Innocent/Injured Spouse, Business Tax returns (Corporation, S-Corp, Partnership, LLC, Payroll, 2290).
Contact Representative
DEPARTMENT OF TREASURY
Kansas City
01.2018 - 10.2019
- Using sophisticated interview techniques, the incumbent reviews individual circumstances and goals, and advises on the most advantageous methods of handling them. Applies Revenue Rulings to appropriate situations.
- Conducts telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, i.e. Certified Professional Accountants (CPAs), practitioners, and attorneys, who possess a professional understanding.
- Elicited sensitive financial information, ensuring compliance with reporting and disclosure requirements through effective interviewing techniques.
- Assessed controversial matters, determining individuals' understanding of responsibilities and distinguishing between honest mistakes and fraudulent intent.
- Implemented account holds to ensure thorough review of penalty abatement requests.
- Provides full explanations to specific inquiries involving a body of law and regulations that covers Employee Plans, Exempt Organizations, Indian Tribal, local, state or Federal Government entity filings, each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved.
- Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented to inform and advise customers, and to resolve problems related the unique circumstances of each individual.
- Explains what future actions are necessary to achieve voluntary compliance. Recommends more efficient ways to provide quality service to taxpayers, their representatives, or third parties.
- Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions.
Installment Agreement Examiner
DEPARTMENT OF TREASURY
Kansas City
04.2019 - 06.2019
- Independently without instruction reviews all rejections of installment agreement requests prior to any indication or notification of such action being given to the taxpayer by evaluating the case to determine that the correct decision was made.
- Each review takes into consideration whether IRM requirements were followed during the investigation and whether the facts and circumstances of a taxpayer’s case were considered in the determination if the national and local standards were appropriately applied.
- Analysis of the taxpayer’s financial condition is accomplished to determine whether the amount of the monthly payment requested by the taxpayer is adequate given the taxpayers ability to pay.
- The case in whole is considered during the independent review and focuses on the reasons for the proposed rejection given by the contact employee.
- Assessed the validity of the rejection decision for the installment agreement request.
- Review to determine the taxpayers are compliant with filing requirements are met.
- Prepared clear and concise reports, correspondence, referrals, and forms that accurately reflected relevant information.
- Advised management on procedural and systemic issues, recommending actionable solutions and corrective measures.
- Provided strategic insights that improved program engagement and effectiveness.
- Processed cases by researching various factors that may not have been considered, including cross-references, bankruptcy, open controls, pending requests, currently not collectible status, and proper notification procedures before rejecting the taxpayer’s proposal for an installment agreement.
- The position requires knowledge of structure, legal provisions and technical interpretations of the Internal Revenue Code and Manuals to explain the correct use of each source; tax laws and administration to review cases to determine the correct decision is being made.
- Interest-based negotiation techniques to determine correct information was secured and terms were arrived at that are acceptable to the government and the taxpayer.
- Analytical and evaluative methods and techniques to review cases to determine that the first examiner made the correct decision.
- Transactions and command codes to research the taxpayer’s financial circumstances.
- Disclosure provisions and their applicability in a variety of situations to ensure taxpayer rights are not violated.
- Available on-line systems, research materials, technology, and tools to retrieve and interpret automated files and information.
- Systems utilized: IDRS, AMS, COMPLIANCE SUITE, PAYMENT CALCULATOR, ACSWEB, ITLA Shared email, PDF files, MS Excel. Typing speed 72 wpm.
- Additional duties performed: Prepared Knowledge Retention Guide (KRG) for current position. Created instructions for Form 12233, Request for Installment Agreement (IA) – Independent Review Prior to Rejection (rev. 3-2019).
Tax Examining Technician
DEPARTMENT OF TREASURY
Kansas City
03.2010 - 01.2018
- Contacts taxpayers, their representatives, and/or third parties to demand immediate full payment of delinquent taxes and immediate filing and payment of delinquent returns, and to encourage voluntary compliance with tax laws.
- Interpret and implement basic tax law, regulations, procedures and guidelines.
- Receives telephone and written inquiries from taxpayers and/or their representatives responding to IRS contacts regarding delinquent situations.
- Determines information or processing needed to resolve case issues.
- Researches for pertinent tax data through IDRS and other sources required.
- Analyzes all available information and takes corrective actions, such as, requests credit transfers.
- Explained actions taken and assessed taxpayer’s ability to pay delinquent accounts by analyzing collection information statements to facilitate resolution.
- Transfers cases to other IRS offices and Collection functions when research indicates taxpayers are either located outside the areas serviced by the call site or where locally available information is insufficient to make determinations.
- Conducted interviews to determine taxpayer liability for returns, financial status, and potential levy sources, gathering critical information for case resolution.
- Determines taxpayer’s ability to pay delinquent account and takes the actions required to close the account.
- These actions may include initiating levies, filing Notices of Federal Tax Lien, convincing the taxpayer to convert assets into cash, requesting adjustments, and recommending installment agreements, the transfer of accounts to field revenue officers or placement in currently not collectible status.
- Advised taxpayers on potential enforcement actions for failing to meet commitments to file returns and pay tax liabilities, promoting compliance with tax obligations.
- Identifies those situations that meet criteria for an Application for Taxpayer Assistance Order (Form 911) and handles such cases in accordance with official procedure.
- Serves as a technical advisor on specific programs: Fresh Start 2, Collection Information Statements, Compliance letters committee, OJT coach, classroom instructor, 100% reviewer, and provides technical assistance on systemic problems and inconsistencies in IRM’s.
- Protects confidentiality of taxpayer information within the confines of disclosure laws.
- Maintains a clean desk policy to ensure taxpayer information is not available when away from desk.
- Maintains a high standard when conducting disclosure and knowing when to initiate high risk disclosure during contact with taxpayers or their representatives.
- Filled in as temporary work leader during absences, distributed and balanced workload among team members.
- Amends or rejects work not meeting established standards and refers to supervisor any problems on meeting performance standards.
- Maintains current knowledge of procedures, policies, and directives; answers questions; and provides both classroom and OJT instruction to employees.
- Performs administrative duties in the absence of the manager. Makes suggestions concerning personnel actions and recognition of outstanding performance.
- Engaged in diverse educational and advisory roles, contributing to training programs and committee work from 2010 to 2015.
- Proficient with: IDRS, AMS, EUP, RTR, Compliance Suite, IAT, Disclosure Tool, Financials, EQRS, SERP, ITLA, ELITE, Worksheets, 6209, e-ACSG, SETR, Transcript Comprehension, Payment Calculator, CP-86, CSED write-off process, Collection Information Statement Calculator.
Education
MBA - INTERNATIONAL BUSINESS, ACCOUNTING
University of Phoenix
Overland Park, KS05-2008
Bachelor of Science - ACCOUNTING, HUMAN RESOURCES
DeVry University
Overland Park, KS10-2005
Skills
- Client account management
- Customer interaction
- Project management
- Team management
Employee supervision - Data entry expertise
- eGain Text Chat Software Proficiency
- Analytical problem-solving
- Detail orientation
- Effective communication skills
- Communication tools
- Team managementEmployee supervision
- Financial assessment
References
Available upon request.
Languages
English
Veterans Preference
No
Personal Information
Citizenship: United States of America
Timeline
Contact Representative
DEPARTMENT OF TREASURY
09.2021 - 09.2025
Individual Taxpayer Advisory Specialist
DEPARTMENT OF TREASURY
10.2019 - 09.2021
Installment Agreement Examiner
DEPARTMENT OF TREASURY
04.2019 - 06.2019
Contact Representative
DEPARTMENT OF TREASURY
01.2018 - 10.2019
Tax Examining Technician
DEPARTMENT OF TREASURY
03.2010 - 01.2018
MBA - INTERNATIONAL BUSINESS, ACCOUNTING
University of Phoenix
Bachelor of Science - ACCOUNTING, HUMAN RESOURCES
DeVry University