Nadia Goeins

Contact Service Representative – Internal Revenue Service, Philadelphia, PA
ACS SCP | Full-Time | 40 hrs/week

• Served as a primary point of contact for individual and business taxpayers, providing guidance on federal tax obligations and enforcement actions in accordance with IRS regulations.
• Interpreted and applied the Internal Revenue Code and IRM 5.19 to ensure case actions were accurate, compliant, and in alignment with agency policies.
• Investigated and resolved complex tax compliance issues by researching account data using multiple IRS systems and integrated automation tools (IAT compliance suite, RCA, command codes, etc.).
• Took appropriate enforcement actions, including initiating levies, issuing federal tax liens, setting up installment agreements, and referring cases to revenue officers as needed.
• Assisted taxpayers experiencing financial hardship by evaluating their ability to pay and determining eligibility for Currently Not Collectible status.
• Educated taxpayers on corrective actions, such as adjusting federal withholdings and making estimated payments to maintain long-term compliance.
• Delivered high-quality service in a high-volume call center environment, ensuring the protection of sensitive taxpayer information while meeting performance standards.
• Demonstrated a strong commitment to public service by promoting voluntary compliance and supporting the IRS mission of enforcing tax laws fairly and effectively.
• Handle complex tax inquiries and resolve account discrepancies while maintaining high service standards for IRS customers through multiple communication channels.
• Process tax-related documentation and verify information accuracy, ensuring compliance with federal regulations while managing high-volume customer interactions.
• Navigate multiple database systems to research taxpayer accounts, identify solutions, and provide accurate guidance on tax regulations and procedures.
• Partner with cross-functional teams to address escalated cases, implement service improvements, and maintain consistent communication standards.
• Streamline customer inquiry processes while maintaining strict confidentiality protocols and delivering timely, accurate tax assistance.
• Analyze complex tax accounts and resolve discrepancies while maintaining data integrity, implementing solutions through detailed research and systematic documentation.

• Boosted customer satisfaction by explaining product features, achieving sales targets.
• Enhanced team performance through effective sales strategy guidance.
• Ensured compliance by monitoring store policies and procedures.
• Maintained transaction accuracy by operating register systems.
• Drove sales performance through strategic product demonstrations and personalized customer consultations, resulting in consistent achievement of upselling targets.
• Mentored team members in advanced sales techniques and customer engagement strategies, fostering improved team performance and goal attainment.
• Maintained comprehensive knowledge of store policies, promotions, and security protocols while ensuring accurate transaction processing.
• Orchestrated seamless customer experiences by providing expert product guidance and coordinating with team members during peak shopping periods.

• Used upselling techniques and offered product and service consultations.
• Took incoming phone calls and answered them with information about products, services, store hours, policies, and promotions.
• Customers received merchandise recommendations based on their needs and preferences.
• Consistently met or exceeded upselling, donation, and credit card sign-up targets by leveraging excellent communication and interpersonal strengths.
• Assisted customers in enrolling in loyalty programs and submitting paperwork.
• Helped team members master sales techniques so they could consistently exceed their goals.
• Marked merchandise with identifying codes and accurate pricing to prepare it for the sales floor.
• Observed customer behavior in order to spot security threats and report them to supervisors.
• Performed floor moves, merchandising, display maintenance, and housekeeping to keep sales areas well-stocked, organized, and current.

• Discussed potential hazards and other issues with teammates and supervisors so that we could resolve them together.
• Organized efficient daily work plans based on oral and written instructions to meet challenging objectives.
• Gained a thorough understanding of each shift's responsibilities and job tasks, prioritizing those that needed to be completed right away.
• Immediately informed the purchasing team of any missing or damaged items when unloading and receiving.
• Paid close attention to gain a thorough understanding of the duties required for each shift, completing priority tasks first during team meetings.
• Kept storage areas organized, clean, and secure to fully protect company assets.