Mary Stott
South Weber ,UT
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Coach
Internal Revenue Service, IRS
Ogden, UT
10.2020 - Current
- Hours per week: 40
- Series 0962 10/2023- Present Grade: GS 8
- Series 0962 10/2022-10/2023 Grade: GS 7
- Series 0962 10/2021-10/2022 Grade: GS 6
- Series 0962 10/2020-10/2021 Grade: GS 5
- Communicate with individual taxpayers, their representative, and other government officials regarding their businesses.
- Conduct telephone calls with a wide range of individuals who have varying degrees in understanding and provides full explanations to specific inquiries.
- Respond to a wide range of inquiries involving laws, rules, and regulations, each having different conditions, reporting requirements, or other regulatory provisions.
- Elicit sensitive, personal, and financial information.
- Analyze and take appropriate action to establish claims, update address and taxpayer information.
- Explain what future actions are necessary to achieve compliance by computing and/or advising on tax liability and probable assessment of taxes.
- Help taxpayers resolve employment tax issues such as balance due notices, notices of an overpayment, notices of missing returns, or any other account inquiries/questions they may have.
- Process paper return correspondence from taxpayers regarding issues on Forms 941, 940, 945, 943, 944, 1120, 1120S, 1065, and 1041's as well as amended returns.
- Assist taxpayers in making credit transfers and moving misapplied payments from an incorrect location to the correct location to help them be in full compliance.
- Analyze the information given to me by the taxpayer in correspondence and over the phone and determine the next steps for corrective action needed on their account.
- Selected to be a permanent training coach for new hires and up-skilling CSR's. My required duties are to help develop good research paths by administering education, train to researching IRM's, DRG's and SERP. For example I host Team's meeting with my trainees, their manager/lead, my manager/lead and myself. I train how to work correspondence, duplicate returns, amended returns, penalty abatement requests,etc.
- Make recommendations to trainees or other appropriate actions to achieve improvements in employee performance. For example reviewing the trainees casework and providing feedback, showing how to read TAXMODA, and IDRS in general.
- Review trainees case corrections and advise them on how to correct the actions taken on their case, provide feedback as appropriate and train how to manage caseloads.
- Continually observe security rules and stay alert for possible disclosure
- Cooperate with my manager/lead and colleagues in the accomplishment of individual assignments and overall program objectives of the organization
- Input my time in SETR (Single Entry Time Reporting) correctly to avoid needing an IPR/T&A Individual Performance Report/Time and Attendance Correction)
- Sign my ePerformance document when my annual evaluation is due.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Had multiple opportunities to act as back up lead while permanent lead is out of the office. These duties entailed with going through workload cases and answering questions that others on the team may have had, and being active in the team chat for questions, signing/faxing forms that need to be routed, and reviewing cases before routing and approving the reroutes.
City Carrier Assistant
United States Postal Service
Bountiful, UT
05.2018 - 06.2020
- Hours Per week varied anywhere between 30-50 hours.
- Case and organize mail to prepare it to be delivered each day.
- Deliver mail and parcels to homes and businesses in a secure fashion.
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Ensure accurate delivery of highly sensitive items such as certified mail, priority mail, official political ballots and other high risk items.
- Maintain a clean delivery route and keep addresses updated for residents to ensure proper delivery
- Maintained professional and effective public relations with customers and community members. vcgv cfg
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Navigated diverse weather conditions while carrying out deliveries on foot or via vehicle, maintaining professionalism at all times.
- Operated vehicles and equipment to transport packages and mail pieces.
Paraprofessional
Longfellow Elementary School
Minot, ND
08.2015 - 06.2016
- Hours about 35 hours per week.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation .
Education
High School Diploma -
Northridge High School
Layton06.2011
Skills
- Efficient in Microsoft Excel, Microsoft Word, Microsoft Powerpoint and Microsoft project
- Works well with multiple work assignments given at one time while still having a high accuracy rate
- Analysis important assignments and makes decisions to adjusts other duties in a manner of priority to effectively meet all deadlines
- Responds respectively to instructions from leadership in a timely, professional, and accurate manner
- Works well with others and comfortable with leadership to those around while also being approachable Example: training and mentoring
- Great oral communication and Customer Service
Timeline
Customer Service Representative/Coach
Internal Revenue Service, IRS
10.2020 - Current
City Carrier Assistant
United States Postal Service
05.2018 - 06.2020
Paraprofessional
Longfellow Elementary School
08.2015 - 06.2016
High School Diploma -
Northridge High School