Open To Work
Nidhi Sharma
Jenkintown,PA
Work Preference
Summary
Results-driven professional with over 20 years of experience in collections and tax compliance. Skilled in effective communication, team leadership, and training development, contributing to improved collections outcomes and client satisfaction. Results-driven collections representative with over 20 years of experience in negotiation strategies and tax compliance. Proven ability to manage collections, educate clients, and train teams, ensuring adherence to regulations while achieving outstanding customer satisfaction.
Overview
29
29
years of professional experience
Work History
Collections Representative
Internal Revenue Service, IRS
Philadelphia, PA
07.2005 - Current
- Managed collections of overdue tax accounts for clients and individuals.
- Communicated with taxpayers to negotiate payment plans and resolve disputes.
- Reviewed financial documents to assess taxpayer compliance and eligibility.
- Educated clients on tax laws, policies, and collection procedures.
- Documented interactions with taxpayers in the internal case management system.
- Collaborated with team members to share best practices for effective collections.
- Assisted in training new representatives on IRS policies and customer service techniques.
- Advised debtors on payment options and set up payment plans.
- Responded promptly to customer inquiries regarding their accounts status.
- Reasoned with customers and attempted to negotiate full balance payments.
- Analyzed customer financial statements to determine payment plans.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Participated in training sessions on best practices related to debt collection activities.
- Assisted customers in understanding their rights under applicable laws and regulations.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Analyzed financial statements of debtors to determine feasible payment solutions.
- Answered customer questions regarding account discrepancies or problems.
Detailed Collections Lead
Internal Revenue Service, IRS
Philadelphia, Pennsylvania
06.2020 - 12.2020
- Led collections team to manage taxpayer accounts efficiently.
- Oversaw compliance with IRS regulations and procedures.
- Trained staff on best practices for debt collection strategies.
- Analyzed account data to identify collection trends and issues.
- Implemented training programs to enhance team performance and knowledge.
- Provided guidance to collections staff on complex cases and escalated unresolved disputes to senior management as necessary.
- Coordinated training sessions for new hires in order to ensure they are familiar with internal procedures pertaining to collections operations.
- Ensured compliance with all applicable laws, regulations and company policies related to collections activity.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Met demands of busy collections group by performing high volume of daily calls.
- Utilized collections software and databases for efficient account management.
- Recorded information about status of collection efforts.
Bankruptcy Representative
Internal Revenue Service, IRS
Philadelphia, Pennsylvania
06.2004 - 06.2005
- Analyzed bankruptcy cases to ensure compliance with IRS regulations.
- Reviewed financial documentation for accuracy and completeness.
- Provided guidance on tax implications related to bankruptcy filings.
- Maintained detailed records of case statuses and documentation received.
- Advised clients on their rights and responsibilities under applicable state laws governing consumer credit protection.
- Maintained accurate records of all client interactions and case files according to office procedures.
- Conducted research into legal issues relating to bankruptcies such as exemptions from dischargeable debts and lien avoidance strategies.
- Interpreted complex federal regulations related to bankruptcy proceedings.
Customer Service Representative
Internal Revenue Service, IRS
Philadelphia, Pennsylvania
01.2001 - 05.2005
- Worked in the EIN Department and assigned and processed EIN numbers to Businesses and Other organizations over the phone and also via working Inventory.
- Resolved customer complaints by applying IRS policies and guidelines effectively.
Seasonal Tax Examiner
Internal Revenue Service, IRS
Philadelphia, Pennsylvania
05.1998 - 12.2000
- Reviewed tax returns for accuracy and compliance with federal regulations.
- Coded and Edited tax forms for subsequent processing.
Copy Editor (Seasonal)
Reed Technology & Information Services Inc, RTIS
Horsham, Pennsylvania
05.1997 - 02.1999
- Reviewed and proofread technical documents/research patents for grammar and punctuational accuracy.
Education
Masters In Elementary Education/M.ED
Arcadia University
Glenside, PA05-1996
Bachelor of Arts - Communications -Print Media
Arcadia University
Glenside, PA12-1990
High School Diploma -
Cheltenham High School
Wyncote, PA06-1985
Skills
- Negotiation strategies
- Tax compliance
- Collections software
- Financial analysis
- Case management
- Customer relationship management
- Multi-line phone systems
- Goal oriented
- Payment arrangements
- Friendly voice
- Great phone demeanor
- Empathy and tactfulness
- Effective communication
- Team leadership
- Time management
- Training development
- Call center experience
- Teamwork orientation
- Strong negotiation skills
Timeline
Detailed Collections Lead
Internal Revenue Service, IRS
06.2020 - 12.2020
Collections Representative
Internal Revenue Service, IRS
07.2005 - Current
Bankruptcy Representative
Internal Revenue Service, IRS
06.2004 - 06.2005
Customer Service Representative
Internal Revenue Service, IRS
01.2001 - 05.2005
Seasonal Tax Examiner
Internal Revenue Service, IRS
05.1998 - 12.2000
Copy Editor (Seasonal)
Reed Technology & Information Services Inc, RTIS
05.1997 - 02.1999
Masters In Elementary Education/M.ED
Arcadia University
Bachelor of Arts - Communications -Print Media
Arcadia University
High School Diploma -
Cheltenham High School