NITZA LEBRON
Austin,TX
Summary
Knowledgeable, analytical and personable with excellent problem solving skills and strengths in enforcement and compliance. Dynamic problem solver with first rate skills in research. History of meeting high productivity, quality and performance standards.
Overview
23
23
years of professional experience
Work History
Contact Representative (Bilingual-Spanish) 40 hrs/
Internal Revenue Services, IRS
Austin, Texas
01.2018 - Current
- Provide account resolution to taxpayers by researching and analyzing account information in a variety of systems, including Integrated Data Retrieval System (IDRS), Accounts Management System (AMS), ACS Web, among others. Educate taxpayers and/or their representatives regarding tax obligations, responsibilities, rights and options, including possible adverse consequences of decisions. Ensure that the taxpayer understand their federal tax obligation. Fully advise taxpayer of all rights and, as applicable, secure agreement of taxpayer to final decision. Review cases for possible statutes expire date.
- Developed, analyzed, and evaluated information pertaining to record research and inquiry resolution in order to inform, advise, and address unique individual circumstances or regulatory obligations.
- Perform extensive and specialize research, analysis, and necessary computations to respond to a wide range of inquiries involving laws, rules, regulations and policies subject to frequent legislative changes, amendments or precedents decisions that affect specific conditions.
- Elicit sensitive, personal and financial information to ensure compliance with reporting and disclosure requirements.
- Verify taxpayer authorization on Business Accounts for disclosure purpose. Identify tax compliance based on the entity of the business. Handle IMF and BMF combine accounts. Address and educate taxpayers with compliance issues.
- Adjust accounts meeting criteria such as Penalty Abatement, Math Error Adjustments, and Credit Transfer of misapply payments.
- Refer accounts meeting criteria to Field Collections. Determine taxpayer ability to pay by performing Financial Analysis. Secure levy sources and resolve complex issues when working Business Accounts with a variety of forms and different filling due dates.
- Place levies and make levy release determination upon resolution of balance. Lien determinations on accounts meeting criteria. Discuss alternative for taxpayers to avoid liens and levies. Provide Warning of Enforcement actions verbally and in writing.
- Utilize written communication techniques to summarize data clearly and concisely from various sources as well as present the information in graph, chart, spreadsheet, and computer printout format.
- Work as a backup leader regarding technical assistance. Have replaced the Team Lead in technical meetings when needed and share my knowledge with the group.
- Work as an On the Job Instructor and share knowledge and expertise with employees within my unit/organization in a one to one environment. As an OJI, I use my technical expertise and years of experience to conduct training of procedures, policies, techniques or other specialized fields in individual and business accounts.
- Work with different inventories. Determine the next step to take to protect government assets. Set and change my work priorities without managerial directions.
- Excellent time management.
- Identify taxpayers who have experienced a delay beyond normal processing time, a significant hardship, or where systemic issues have been identified and actions taken, clarifying the basis of the complicating problem and refer them to TAS office.
- Chosen to participate in the Campus Collection Fresno Mentoring Program working directly with my mentor, Mrs. Keosha Sankoh, in my developmental path and career opportunities.
- Selected to be a member of the Quality Process Improvement Team. Gather key information, analyze situations or issues, and conceptualize and design creative solutions to obtain better results.
Lead Contact Representative
Internal Revenue Service - Treasury Department
Austin, Texas
01.2024 - 03.2024
- Exhibited strong leadership skills in delivering efficient problem-solving assistance and exceptional customer service on the ACS toll-free line. Proficient in advising taxpayers of their rights and appeals procedures by applying approved methods, precedents, and guidelines.
- Performed procedural reviews within the assigned team to assess and identify trends affecting quality. Evaluate current procedures and policies proposing appropriate actions.
- Supported customer service delivery of the operation by ensuring staff adhere to telephone requirements. Partner with the Telephone Systems Analyst and Management System Team to ensure effective delivery of our assigned programs.
- Analyzed case reviews to identify trends and implemented quality improvements in agency procedures. Facilitated communication between members by discussing technical updates during weekly meetings.
- Maintained up-to-date knowledge of procedures, policies, and directives. Assisted employees by answering their questions and providing on-the-job training instruction.
- Demonstrated strong time management skills by effectively handling daily workload, ensuring tasks were completed in a timely manner while accommodating potential delays caused by competing deadlines.
- Reviewed and verified Contact Representatives referrals for accuracy in documenting cases based on the Internal Revenue Manual (IRM). Reviewed and resolved 4442 referrals and Unpostable. Approved installment agreements, letters and actions.
Contact Service Representative
Internal Revenue Services, IRS
Austin, TX
11.2015 - 01.2018
- Independently interpreted tax laws and related programs, policies, job aides and, publications available to the public to provide guidance and to assist taxpayers in understanding and meeting their tax responsibilities.
- Resolved inquiries regarding tax account issues such as tax delinquency, adjusted taxpayer accounts and provided information about general Service procedures. Secured, analyzed and protected sensitive personal and financial information.
- Partnered directly with Taxpayer Advocate Service resolving taxpayer problems that have not been resolved through normal IRS channels. Completed assign Operation Assistance Request (OARS) that are anticipated to be among the most difficult to resolve due to complicating factors. Closely worked with the Case Advocate and their managers to ensure the case is close following the IRS' process and the time frame establish by the Agency.
Pharmaceutical Sales Specialist
Astra Zeneca Pharmaceutical
San Juan, PR
01.2001 - 05.2006
- Gathered information on the competitive landscape of the pharmaceutical market.
- Conducted field visits to medical professionals to promote pharmaceutical products.
- Analyzed and monitored statistical data trends to target Top MD's and tailor the correct strategy individually.
- Developed creative approaches and executed informative sales presentations based in individual customer needs to maximize market share of the Gastrointestinal/Cardiovascular portfolio.
- Ensured sales forecast and assigned budget to each product in my portfolio are met or exceed within the GI/CV area in the territory.
- Partnered with District Sales Managers to assess territory sales performance and market trends, suggested and implemented appropriate actions to enhance performance.
- Accountable for maintaining compliance with all policies that govern sales activity.
Education
Bachelor of Science - Marketing
University of Puerto Rico - Mayaguez Campus
Mayaguez, PRSkills
- Solution-oriented and strong analytical thinking
- Exceptional data analysis and trend modeling
- Outstanding Customer Service skills
- Extremely organize Expert attention to detail
- Read, write and speak Spanish and English
- Self starter, highly adaptive, work under minimum supervision
- Able to identify deficiencies and implement solutions
- Investigation due diligence
Timeline
Lead Contact Representative
Internal Revenue Service - Treasury Department
01.2024 - 03.2024
Contact Representative (Bilingual-Spanish) 40 hrs/
Internal Revenue Services, IRS
01.2018 - Current
Contact Service Representative
Internal Revenue Services, IRS
11.2015 - 01.2018
Pharmaceutical Sales Specialist
Astra Zeneca Pharmaceutical
01.2001 - 05.2006
Bachelor of Science - Marketing
University of Puerto Rico - Mayaguez Campus
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