Rafia Lowe
Woodstown,NJ
Summary
Highly motivated professional with a diverse background in administrative assistance, sales support, office administration, marketing, and customer service. Skilled in multitasking and problem-solving, excels at managing various responsibilities simultaneously. Possesses hands-on experience in supporting business areas such as the IDRS (Integrated Data Retrieval System) database and analyzing tax issues using fact-finding techniques based on tax laws and regulations. Organized professional known for collaborative approach, strong communication, decision-making, and excellent time management abilities.
Overview
11
11
years of professional experience
Work History
Contact Representative
Internal Revenue Service
Philadelphia, PA
05.2023 - Current
- Authenticate Taxpayer using IAT Disclosure tool
- When Identity Theft indicator is present high-risk disclosure is needed to ensure authorized party is on the call
- Ask targeting question to help recognize the type of IDT (Identity Theft) involved and determine the correct course of action to take in assisting taxpayers with IDT (Identity Theft) issues
- Target the issue and/or reason the taxpayer is calling and follow the appropriate IRM guidelines
- Being aware of various IDT Schemes
- Assist taxpayers calling about misuse of SSN/ITIN, account protection or other ID theft complaints
- Some of the identity theft issues that I deal with are TPP, data breaches, EIN issues, Preparer Misconduct, and Unemployment Identity Theft (IDT)
- Researching the taxpayer’s account to determine if there is an impact and follow the applicable IRM(s) for Non-Tax-Related Identity Theft – Self Identified and Tax-Related Identity Theft
- Assist taxpayer’s who report Return Preparer Misconduct (RPM), and route/reassign complaints based on account research
- Perform IDRS (Integrated Data Retrieval System) research for correct case routing
- Identify issues and address inquiries accordingly
- Determine if the taxpayer statement regarding preparer involves certain identity theft issues
- Report and track indicators found on entity modules
- Interpreting these indicators correctly is essential in assisting taxpayers and determining the correct case resolution status
- Input, annotations, and action requirements for case processing
- Assist taxpayers calling about suspected Employer Identification Number (EIN) misuse/other identity theft (IDT) complaints
- Identify the Tax Administration Source Code to provide specific information on the IDT case
- Refer incorrectly closed IDT cases to the appropriate area or employee
- Follow general Identity theft (IDT) procedures and procedures specific to the taxpayer’s type of identity theft
- Research the account to verify the status of the identity theft case and determine how much information should be provided to the taxpayer
- Provide guidance to the taxpayer and adjust their account per their request
- Refer outstanding issues to appropriate function or employee
- Follow IRM guidance when sending transcripts on accounts with Identity theft (IDT)
- Interpret and apply relevant sections of tax law, regulations, and collection methods to advise, inform, assess, collect taxes, and related liabilities
- Conduct research and analyze all information available for specific, well-defined collection issues and take corrective action as needed to resolve accounts
- Annotate and explain actions taken
- Communicate with taxpayers and their representatives to address delinquent accounts, responding to inquiries initiated by individuals, IRS notices, or internal assignments
- Inform taxpayer of potential enforcement actions if they do not comply with filing or payment requirements, encouraging voluntary compliance with tax laws
- Initiate adjustments on tax accounts to ensure accurate assessments payment applications
- Perform complete and thorough research to provide taxpayers with a status update and to make correct determinations for case resolution
- Identify the different types of identity theft
- Recognize identity theft tracking indicators
- Respond to identity theft telephone inquiries
- Research and identify IDT actions on accounts
- Advise the taxpayer of the appropriate timeframes while being empathetic to the taxpayer’s issue
- Assure the taxpayer that the IRS is firmly committed to working with them to resolve their identity theft issues
- 40 hours per week
Marketing Assistant
Premier Cadbury
Cherry Hill, NJ
05.2022 - 10.2022
- Responsible for managing marketing projects and initiatives across residential sales and property management businesses, from planning through execution
- Update and develop branding guidelines for each company to enhance brand recognition
- Design mobile marketing campaigns to keep customers informed and engaged with the companies
- Conduct market research to gain insights into organizational marketing needs and target audience preferences
- Create marketing materials, including flyers, proposals, and other resources
- 40 hours per week
Recreation Director
Genesis Healthcare Kensington Center
Elizabethtown, KY
10.2020 - 04.2022
- Demonstrated leadership principles using oral and written communications in professional relationships
- Provided recreation services to Residents in a long-term care residential facility
- Conducted assessments using effective interviewing techniques and assessment instruments with residents
- Directed instructional activities to educate on the importance and benefits of engaging in healthy leisure/recreation to improve quality of life
- Evaluated, documented, and modified resident’s progress resulting in the planned and implemented recreational activities
- Determined specialized approaches and therapeutic modalities of treatment through ongoing evaluations of therapy progress and results
- Organized and supervised weekly community re-integration outings effectively following policies and procedures
- 40 hours per week
Quality of Life Assistant
Signature Healthcare of Elizabethtown
Elizabethtown, KY
10.2018 - 09.2020
- Developed and implemented up to15 themes and facility activities monthly for residents and families, as well as organized fundraising events to support the department and raise money for future activities
- Completed routine evaluations for30 residents daily to factored-in abilities, needs, and interests of participants in the development of events and programs
- Provided low-intensity physical therapy to10 patients weekly supporting patient improvement in muscle tone, range of motion, and injury recovery
- Created and distributed over100 monthly activities calendars to each resident’s room, and a universal calendar prominently displayed in the facility for staff
- 30 hours per week
Nursing Assistant
Signature Healthcare of Elizabethtown
Hodgenville, KY
07.2016 - 09.2018
- Maintained accurate records of patient care, condition, progress, and concerns
- Responded appropriately to the physical, emotional, and developmental needs of patients
- Assisted patients with bathing, oral hygiene, grooming, feeding, and elimination
- Helped patients move in and out of beds, baths, wheelchairs, and automobiles
- Followed safe lifting techniques and individual resident lifting instructions
- Recorded resident vital signs, weights, measurements, intake and output, food consumption, and other information, as assigned
- 40 hours per week
Sales Associate
GNC General Nutrition Center
Fort Knox, KY
06.2014 - 07.2016
- Greeted customers and provided an enjoyable shopping experience for all customers
- Adhered to the execution of established safety, security, quality, and store operations policies, procedures, and practices
- Ensured the proper execution of all assigned store-level marketing programs
- Assisted customers with in-store purchases, locating items, and joining reward programs to promote loyalty, satisfaction, and store sales goals
- Communicated with the management team regarding customer requests and vendor-related concerns
- Boosted monthly sales by up to15% with up-selling strategies, enhancing product presentations, advertising collateral, and other marketing initiatives
- 40 hours per week
Education
Bachelor of Science - Organizational Leadership
University of Louisville
Louisville, KY12.2020
Certified Long-Term Care Facility Activities Director - undefined
Signature Healthcare Elizabethtown
Elizabethtown, KY04.2020
Certified Nursing Assistant - undefined
Elizabethtown Community and Technical College
Elizabethtown, KY05.2015
Skills
- IAT (Integrated Automation Technologies Tool)
- SERP (Service wide Electronic Research Program)
- IDRS (Integrated Data Retrieval System)
- SharePoint
- ITM (Integrated Talent Management System)
- SETR (TimeKeeping)
- Ximend
- EUP (Employee User Portal)
- CII (Correspondence Imaging Inventory)
- Communication
- AMS (Account Management Services)
- Training and development
- Activity Coordination and Directing
- Therapy Programs
- Advocacy and Support
- Privacy/HIPAA Regulations
- Electronic Medical Records
- Point Click Care System
Timeline
Contact Representative
Internal Revenue Service
05.2023 - Current
Marketing Assistant
Premier Cadbury
05.2022 - 10.2022
Recreation Director
Genesis Healthcare Kensington Center
10.2020 - 04.2022
Quality of Life Assistant
Signature Healthcare of Elizabethtown
10.2018 - 09.2020
Nursing Assistant
Signature Healthcare of Elizabethtown
07.2016 - 09.2018
Sales Associate
GNC General Nutrition Center
06.2014 - 07.2016
Bachelor of Science - Organizational Leadership
University of Louisville
Certified Long-Term Care Facility Activities Director - undefined
Signature Healthcare Elizabethtown
Certified Nursing Assistant - undefined
Elizabethtown Community and Technical College