Summary
Overview
Work History
Education
Skills
Timeline
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Shauna Gilchrist

Shauna Gilchrist

Harrisville,UT

Summary

I am a dedicated and personable team player with over 20 years of experience in customer service, accounting, utility billing operations, and technical support within fast-paced environments. I have honed strong skills in client relations, project management, and fraud investigations. I thrive in tackling challenges and resolving issues efficiently, always striving for effective solutions. With a proven ability to communicate clearly with customers, colleagues, and management, I am action-oriented and committed to delivering results.

Overview

22
22
years of professional experience

Work History

Tax Examiner

Internal Revenue Service, IRS
Ogden, UT
12.2023 - Current
  • Analyzing and resolving problems, utilizing automated systems to correct and adjust accounts, computing basic and complex interest, applying regulations, procedures, established guidelines, and controlling/managing an inventory.
  • Processing a variety of tax returns and reports, ensuring that all required identification, schedules, income tax deposits, or other required information is available; experience with tax rules, regulations, and procedures, as well as the penalty and interest rate computations.
  • Experience with AIMS, IDRS, service center processing procedures, master file transaction codes, and procedures for effecting account corrections and adjustments.
  • Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.
  • Communicating with teams, which included coaching, reviewing work, and sharing best practices.

Fraud Specialist II

Wayfair
Ogden, UT
07.2021 - 04.2023
  • Company leader in dispute representations, appeals, and arbitrations won or settled.
  • Independently make judicial decisions based on research, facts, and documentation, as well as consideration of the hazards of litigation in attempting to reach a settlement and the probability of it going into arbitration or litigation.
  • Excellent verbal, written, and communication skills, with well-organized and concise representations, displayed with impartiality.
  • Company leader in discovering fraud trends and implementing procedures and policies to eliminate the loss of revenue.
  • Assisted in the development of policies and procedures related to scam prevention and detection.
  • Training of fraud procedures for all established tasks, such as fraud order analysis, disputes, scams, and the fraud help desk.
  • Assisted in script writing of SQL and GBQ inquiry systems
  • Prepared detailed reports on investigations into suspected and confirmed fraudulent activities that were provided to the FBI.

Senior Account Clerk

Ogden City Corp
Ogden, UT
03.2008 - 05.2021
  • Implement and maintain meter reading and billing software systems.
  • Team member and data analyst of five successful software implementations.
  • Analyze and convey project information consistently and quickly to resolve issues and deliver constructive feedback.
  • Developed and implemented the Ogden City Conservation Program that included water audits, public newsletters and presentations.
  • Coordinate with internal departments to maximize operational efficiency across production and administrative areas.
  • Manage, calculate, and bill over 26,000 utility accounts monthly.
  • Prepare utility billing; maintain final and regular bill register; audit accounts for high and unusual consumption; make adjustments for re-read of meters.
  • Assist customers, departments, and colleagues by providing fiscal information, explaining procedures and billing inquiries, and answering questions.
  • Post data to various ledgers, register journals, and logs according to established accounting techniques and procedures.
  • Manage client bankruptcy records and accounts, assess fees, and turn off water for non payment.
  • Prepare delinquent account reports for collection process; generate correspondence to residents or businesses with delinquent accounts.
  • Backup to assistant supervisor
  • Organized schedules, workflows and shift coverage to meet expected business demands.

Customer Service Representative

Ogden City Corp
Ogden, UT
11.2004 - 03.2008
  • Perform a variety of general clerical duties including typing, maintaining files and records, answering phones, and processing the mail.
  • Dispatch leak, meter, and maintenance crews to assess and repair damages.
  • Establishing new accounts; creating payment arrangements and extensions with customers.
  • Process weekly offs for arrangements not kept.

Licensed Insurance Agent

State Farm Insurance
Clinton, UT
03.2003 - 11.2004
  • Held a Property and Casualty License in the state of Utah.
  • Held a Health and Life License in the state of Utah.
  • Health insurance sales and renewals.
  • Car, home, and auto insurance sales and renewals.
  • Process applications, payments, corrections, endorsements, and cancellations.
  • Promote agency products to customers in person, on the telephone, and in writing while maintaining monthly sales quotas.

Education

Ogden City Leadership Academy
Ogden, UT
08.2020

Weber State University
Ogden , UT
1999

Certified Nursing Assistant

Davis Applied Technology College
Kaysville, UT
1997

Skills

  • Knowledge of principles, laws, rules, and regulations relating to culinary water operations, finance, accounting, and budgeting Including GFOA and GAAP
  • Development and implementation of Ogden City Water Conservation Program
  • Knowledge of software and utility software systems, including but not limited to Microsoft, SQL, GBQ, Badger, Neptune, and leak detection systems
  • Procurement and experience with RFPs, RFQs
  • Fiscal budgeting knowledge
  • Senior leadership support
  • Staff development
  • Financial records analysis
  • Procedural improvements
  • Issue and conflict resolution
  • Task delegation
  • Customer relations
  • Data analysis and research

Timeline

Tax Examiner

Internal Revenue Service, IRS
12.2023 - Current

Fraud Specialist II

Wayfair
07.2021 - 04.2023

Senior Account Clerk

Ogden City Corp
03.2008 - 05.2021

Customer Service Representative

Ogden City Corp
11.2004 - 03.2008

Licensed Insurance Agent

State Farm Insurance
03.2003 - 11.2004

Ogden City Leadership Academy

Weber State University

Certified Nursing Assistant

Davis Applied Technology College

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Shauna Gilchrist