Summary
Overview
Work History
Education
Skills
Awards
Affiliations
Timeline
Generic

Mechelle Mormon

Fayetteville,GA

Summary

Accomplished Tax Analyst with extensive experience at the Internal Revenue Service, showcasing expertise in compliance and program eligibility evaluation. Excelled in account updating and staff training, enhancing operational efficiency. Demonstrated a knack for problem resolution and proficient use of Microsoft Excel, contributing to improved program standards and stakeholder satisfaction.

Overview

16
16
years of professional experience

Work History

Suitability Tax Analyst

Internal Revenue Service
Atlanta, GA
01.2020 - Current
  • As an Analyst I am responsible for developing and/or interpreting guidance on program planning, execution, and evaluation for the compliance, accounts management and/or taxpayer education and communication functions
  • I work independently to resolve tax preparer account matters concerning tax compliance, license verification and criminal background checks such as: Determining an individual’s eligibility to participate in the Annual Filing Season Program (AFSP) through multiple systems
  • Retain Preparer Tax Identification Number (PTIN), or become an Enrolled Agent (EA) to conduct comprehensive research on serval data base research systems and tools, such as state credential websites and e-Trak
  • As a suitability analyst, I am also responsible for determining program eligibility based on an individual’s tax compliance and felony history
  • I am responsible for upholding PTIN standards by ensuring that applicants meet program requirements and standards
  • I verify self-reported designation information to ensure accuracy of personal tax compliance and felony background check
  • I ensure return preparers meet qualification of retaining current preparer credentials
  • I am responsible for identifying issues that conflict with program adherence as well as provide solutions
  • I aid return preparers regarding the application process and appealing program suitability decisions
  • I communicate effectively with return preparers verbally and via correspondence
  • Communicates with stakeholders regarding the conclusion or analysis of suitability checks
  • I determine the appropriate referral of cases meeting disciplinary actions
  • I conduct and submits information pertaining to return preparers criminal history and suitability analysis
  • I determine the appropriate actions for the treatment and disposition of cases
  • I review closed cases to identify problems or patterns of program abuse
  • Continuously identifies systematic processes, deficiencies and violations of program standards
  • I prepare reports as needed by management
  • Completes special projects and ad hoc assignments as required
  • I diligently uphold the policies, precedents, goals, objectives, regulations and guidelines set for the Return Preparer Office program
  • Identifying and analyzing fraud and non-compliance issues
  • I maintain a working knowledge of tax law and industry standards to identify problems and immediate solutions
  • I also maintain working knowledge of statutory, regulatory and policy requirements that govern the IRS
  • I remain knowledgeable regarding Accenture/Vendor Management systems for case management
  • Sustains knowledge of analytical and evaluative tools and techniques to identify issues and develop solutions by sustaining working knowledge of accounting principles and best practices of the return preparer industry

Quality Tax Analyst

Internal Revenue Service
Chamblee, GA
09.2019 - 01.2020
  • As a Quality Analyst, I was responsible for planning, coordinating, and conducting analytical studies for quality ratings for the Identity Theft Victims Assistance (IDTVA), Return Preparer Misconduct (RPM) and Identity Protection Specialized Unit (IPSU) program within accounts management
  • I was responsible for performing technical and analytical daily staff work
  • I oversaw programs such as IDTVA, Account Management phones and paper, to include strategic compliance programs planning, business system planning, customer account services, taxpayer education and communications along with administrative support
  • I pulled daily reports from the National Quality Review System (NQRS) data for each review completed by headquarters for IDTVA, AM Phone and AM Paper
  • I also performed the following duties timely and accurately each week: I reviewed daily reports input by National for IDT, IDT Adjustments, Identity Protection Specialized Unit (IPSU) and Return Preparer Misconduct (RPM) applications; Updated log sheets using the S Drive; Created review packets; and sent out encrypted emails to management and the team lead, with copies of my review
  • I developed and interpreted guidance on program planning, execution, and evaluation for the compliance department, accounts management area and/or taxpayer education functions
  • I studied problems facing operating unit functions or those of specific concerns within the organization assigned to me, such as; IDTVA, RPM and IPSU and provided recommendations
  • I presented findings, conclusions, and recommendations as a result of my program studies, special projects, or reviews conducted and distributed the revised procedures and changes in several program operations
  • I prepared reports concerning specific issues identified under case reviews by headquarters and explained technical guidance on any missed issues impacting the IDT, IPSU and RPM applications to ensure the quality rates are not falling below the yearly quality goals
  • I always sanitized every document and utilized the encrypted email protocols when required
  • I analyzed my assigned program of IDT Adjustments, IPSU and RPM applications to discern error trends within each program and evaluated the report data to measure the effectiveness of current programming
  • I conducted analytical studies within the Internal Revenue Manual (IRM) regarding the error trends found within each weekly evaluate report and then provided feedback and new ideas on how to improve the error trends within Accounts Management for paper cases and phone calls
  • I provided technical guidance on issues, proposals, and activities impacting program operations, and ensure operating units are in alignment with regulatory and administrative provisions and requirements in the weekly Quality meeting with the Director, Operations manager, Department Managers, Front-line management, and technical analyst within IDT
  • I ensured proper action is taken within the allotted time frame
  • I also, attended bi-weekly Quality meetings with the Atlanta site IDTVA department, with the Operations Manager, Department managers, Front-line managers and some team leads

Contact Representative

Internal Revenue Service
Chamblee, GA
09.2008 - 08.2019
  • As a Contact Representative, my duties included: Taking phone calls to resolve account, notice, refund and balance due inquiries from taxpayers
  • I always communicated effectively to resolve a wide range of issues and to guarantee customer comprehension
  • Analyzed and evaluated information on the taxpayer’s account through IRS systems; such as, IDRS, IAT, Remittance Transaction Research (RTR), EUP
  • Inputted data into a wide range of automated systems, such as Accounts Management Services (AMS) or Correspondence Imaging System (CIS)
  • Provided excellent research skills when determining the appropriate actions to take or resolution(s) to present to a taxpayer (on phone calls and paper cases) from all Account Management IRMs, IRC, IRWeb, MITS and IMF Publications
  • Determined when it was necessary to advise taxpayers of account related issues not related to concern of their original phone call
  • Identified the appropriate disclosure law while working cases
  • Utilized IAT tools to take appropriate action on a taxpayer’s account, i.e
  • Transfer credits, compute tax, release refunds, input payment plans, send letters, or input request for refund trace initiate traces on lost or stolen refunds
  • When handling balance due calls, I interviewed taxpayers, their representatives and/or third parties to determine when a taxpayer’s liability for return is required, demand immediate full payment of total taxes due, and the immediate filing of delinquent returns in compliance with tax laws
  • Determined when the taxpayer must take immediate action for delinquent tax return filing and payment of delinquent returns
  • Initiated extensions to pay up to 120 days, set up installment agreements, revoked or reinstated installment agreement’s which had defaulted, and updated account(s) to Currently Not Collectable status

Classroom Instructor

Internal Revenue Service
Chamblee, GA
10.2017 - 01.2018
  • As a new hire instructor, I was responsible to assist in training a class of 25 employees or more for the Internal Revenue Service (IRS) independently
  • I utilized my comprehensive knowledge of the IRS tax law, procedures for handling telephone calls (Refund ONLY), and paper cases (Form 1040X amended tax return)
  • Facilitated, prepared and taught material provided by the training coordinators, from the instructor guide, course material from ELMS, course books, and the Internal Revenue Manual (IRM) 21 - Customer Account Service, as needed
  • Answered unexpected/unanticipated questions according to the topic at hand and assisted in using the tools required for the job which included: AMS, IDRS, IAT Tool Manager, Letter tool, REQ54 tool, X-claim tool, Credit transfer tool, etc
  • I also created two new hire quizzes that were used for the Atlanta's sites, during the new hires on the job training (OJT) for the filing season 2018
  • Provided students with up to date Publications and/or IRM's guidelines as it associated with tax law
  • Contributed and demonstrated relevant examples to class employees in order to clarify job-related questions on several topics, to ensure the understanding of the IRS procedures according to the IRM guidelines

Lead Contact Representative

Internal Revenue Service
Chamblee, GA
03.2014 - 09.2017
  • As a Team Lead Contact Representative I was responsible for a team of 12-19 employees
  • I was required to monitor the work of each employee and work with management to ensure team standards were being met
  • My duties included: Assisting employees with understanding disclosure probes and guidelines to follow in accordance with the IRM and provided feedback for policies of any unauthorized access when disclosure is not met
  • Identifying developmental and training needs of employees and submit recommendation to supervisor
  • Answering technical inquiries through utilizing IRMs, Publications, TCDs, and IRCs, for employees
  • Monitoring schedule adherence to ensure employees use proper idle codes and adhere to schedule via Cisco Unified Intelligence Center (CUIC), RTR & Custom View
  • Adhering to computer systems and document security requirements; secure sensitive documents
  • Providing technical guidance on issues, proposals, and activities impacting program operations, and ensure operating teams are in alignment with regulatory and administrative provisions and requirements
  • Approving or reject Forms 4442s and 911s via AMS (with required feedback)
  • Amending or rejected adjustment cases and any work suspended for approval via CIS
  • Reviewing calls using Ultra Contact Recording & Verint, reviewed closed cases using EQRS, CQRS and provided feedback to employees to explain how an employee call or case was completed correctly or not (with the required IRM reference for any mistakes made)
  • I also acted as team manager (in the absence of the team permanent manager) and performed duties such as: Attending staff meetings and interacted with all levels of management
  • Conducting team meetings to discuss site Efficiency and Quality adherence, site wide common issuers or errors made, addressed common mistakes being made within the team on phone calls or paper cases
  • Using oral and written techniques to deal tactfully and persuasively with others to resolve concerns and to maintain a harmonious relationship with all parties
  • Approving/disapproving leave requests within my authorization from Department manager
  • Providing advice, counsel, and instructions to employees on technical and administrative matters
  • Analyzing assigned program areas to discern trends in program delivery and consolidated report data to measure the effectiveness in meeting baseline requirements or the degree to which program plans and achievements supported strategic initiatives
  • Inputting and approved time using the employee time system, known as SETR, accurately and timely
  • Monitoring Customer Service Representative calls on the Aspect Phone System or Contact Recording, posting time-sheets using Single Entry Time Reporting (Web SETR), checking the Crystal report to ensure employees are reporting their time correctly, validating the Time & Adherence (T&A) roster on the Totally Automated Personnel System (TAPS), and Approve leave as needed

Subject Matter Expert (SME)

Internal Revenue Service
Chamblee, GA
  • Performed lead duties in the absence of my team lead
  • Answered complex related questions from my co-workers by sharing IRM references, Job Aids, and written instructions, and always communicated in a clear and comprehensive manner
  • Assisted with correspondence work for my team by completing reviews in the quality queue, answered questions in the assistance queue and allowed certain cases to be routed out of the team unit in the team approval queue under the Corresponding Image System (CIS)
  • Always set priorities based on the workload and completed all assignments accurately and in a minimal amount of time
  • I maintained knowledge of current procedures, policies, and directives
  • Consistently adhered to ethical principles, rules and regulations that reflected the highest standard of organizational behavior

Education

High School Diploma -

Las Cruces High
Las Cruces, NM
01.2004

Undergrad program

Southern New Hampshire University

Skills

  • Account updating
  • Scheduling
  • Complaint resolution
  • Script adherence
  • Problem resolution
  • Multi-line phone talent
  • Live chat support
  • Research and documentation
  • Staff training
  • Skilled in Microsoft systems
  • Proficient in Microsoft Excel
  • Process improvements

Awards

Received two promotions and six performance awards during tenure with the Internal Revenue Service.

Affiliations

  • I participate in volunteer work with my church's mission group and in our community's food drive initiatives.

Timeline

Suitability Tax Analyst

Internal Revenue Service
01.2020 - Current

Quality Tax Analyst

Internal Revenue Service
09.2019 - 01.2020

Classroom Instructor

Internal Revenue Service
10.2017 - 01.2018

Lead Contact Representative

Internal Revenue Service
03.2014 - 09.2017

Contact Representative

Internal Revenue Service
09.2008 - 08.2019

Subject Matter Expert (SME)

Internal Revenue Service

High School Diploma -

Las Cruces High

Undergrad program

Southern New Hampshire University

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Mechelle Mormon