Shalonda Anderson

09/2024 – Present | 40 hours/week

• Maintained and updated taxpayer financial accounts, including balances, penalties, payments, and account adjustments
• Reviewed and analyzed financial records and system-generated account summaries to identify discrepancies and support financial decision-making
• Researched account histories to resolve payment issues, penalty assessments, and adjustment requests in accordance with IRS policies
• Determined appropriate corrective actions and verified required supporting documentation prior to authorizing account changes
• Utilized IRS automated systems to track financial account activity and support reporting requirements
• Applied IRS laws, regulations, and internal guidelines when resolving taxpayer financial issues
• Documented financial actions, determinations, and account outcomes in IRS systems to support reporting and audit review
• Maintained accurate and complete financial records to ensure data integrity and compliance with federal standards
• Supported multiple taxpayer scenarios involving varied and unrelated financial issues, applying judgment to resolve complex account situations

03/2023 – 01/2025 | 40 hours/week

• Analyzed and resolved customer issues using test scripts, system tools, screen sharing, and probing questions
• Assisted customers with product and service selection based on stated needs, intended use, and budget considerations
• Verified customer identities using third-party authentication tools to prevent fraud and unauthorized access
• Documented customer interactions accurately in compliance with banking regulations and security standards
• Provided technical support for clients using online banking platforms and applications.
• Assessed and identified issues and quickly resolved to restore functionality.
• Assisted customers with account inquiries and resolved payment issues effectively on creditcard accounts.
• Educated customers on products and services to promote engagement and loyalty.
• Collaborated with other departments to ensure timely resolution of customer issues.

10/2017 – 05/2023 | 40 hours/week

• Trained and audited new and tenured employees to ensure compliance with safety guidelines and operational procedures.
• Verified quantities and descriptions of incoming materials by reviewing packing lists and shipment documentation
• Performed packing, labeling, shipping, and preparation of related documents to support timely order fulfillment
• Maintained productivity and accuracy in a fast-paced, high-volume environment
• Reviewed work orders before starting work to determine necessary materials and meet deadlines.
• Cleaned empty storage areas to achieve proper sanitation regulations and make area fit for future use.
• Tagged and wrote identifying information on containers, boxes and cargo.