SOKONA DIALLO
Philadelphia,PA
Summary
A position acquired knowledge and experience while offering an opportunity for professional growth and advancement.
Over 10 years of experiences in administration, customer services, problem solving, processing, examining and data entry.
Fantastic at using different software for data entry and analysis such as, AUR, IDRS, IDEMIA, JAVA, USPASS, SAVE, MICROSOFT OFFICE, QUICKBOOKS, OUTLOOK.
Knowledgeable and dedicated customer service professional with extensive experience.
Positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Interpersonal and listening skills, problem analysis and problem- solving expert, attention to detail and accurate. Interact well with staff and clients at all levels.
Organized highly motivated, honest and detail-oriented. Self- manager with an analytical results oriented approach.
Strong multitasker and problem-solver excels in fast-paced business support positions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Tax Examiner Technician
Internal Revenue Service
Philadelphia, USA
02.2002 - Current
- Analyzes replies to all AUR notices that propose adjustments to income, deductions, payments and/or taxes in which the taxpayer disagrees
- Determines acceptability of the taxpayers' explanation of the proposed adjustments and any other issues that arise
- Enters data in the automated system to generate notices, issue revised notices, and other letters
- Takes appropriate actions to close cases
- Communicated with taxpayers in writing and by telephone.
- Analyzes all available information and takes corrective actions, such as, credit transfers requests, re-computes tax, penalty and interest (including restricted interest) and obtains information and explains adjustments, while encouraging compliance, to taxpayers, their POA and third parties
- Examiner may work cases through Universal Case View, perform phone duties, access cases from other AUR sites Additionally, employee may be required to access IDRS using various command codes to view taxpayers' accounts regarding payments received, reviewing transaction codes to determine the status of the case, making account adjustments, and transferring calls to the appropriate area
- Identifies payer agent information and follows procedures for resolving issue(s)
- Enters data into the AUR automated system to adjust tax, penalty, and interest and credit adjustments
- Account actions take into consideration prior adjustments, math error corrections, and taxpayer errors not identified in original processing while working paper or electronic cases and performing phone duties
- Recognizes indications of tax fraud and abuse and takes appropriate action
- Makes determinations and uses sound judgment concerning taxpayers' data and responds appropriately to the taxpayer/customer based on the degree to which the individual understands their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent
- Initiates timely, accurate and consistent handling of cases and problems
- Interprets the law as it relates to the issues and the application of such, as it affects the performance and efficiency of the Internal Revenue Service
- Educates taxpayers on future action(s) needed to achieve and maintain voluntary compliance by computing and/or advising on tax liability
- Erroneous processing of cases may adversely affect the taxpayer.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Recommended financial solutions in relation to tax implications.
Driver License Examiner
Pennsylvania Department of Transportation
Philadelphia, USA
12.2018 - 02.2022
- Determines the physical and driving qualifications of applicants, examines paperwork including applications; documents issued by the U.S Citizenship and Immigration Service, Department of Homeland Security, and social security department, State Department; and documents issued by foreign countries for authenticity
- Performed routine data entry or document management.
- Accesses various systems and databases to authenticate identity documents
- Establishes an individual's identity and eligibility for a driver's license and/or identification card
- Identifies fraud and mitigates the creation of false identities and identity theft
- Processes test results, and issues driver license and identification card products to eligible applicants
- Communicates information related to driver license applications, testing procedures, test results and complaint processes to customers
- Stayed up to date on State laws and licensing requirements to complete accurate and efficient reviews
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data
- Performed routine data entry or other office support activities, including creating, distributing or filing documents.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
Computer Technician Assistant /Customer Service Representative
MICROTECC LLC
Philadelphia, PA 19111
09.2015 - 11.2018
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
- Set up new customer accounts and process orders and requests
- Organize workflow to meet customer timeframes
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
MBA - Marketing Management
Wilmington University
New Castle, DE01.2013
Bachelor of Science - International Business
Strayer University
Philadelphia, PA06.2010
Associate of Science - Business Administration
Saint Boniface College
CANADA, MB06.2009
Skills
- Customer service (Clerical/ technical)
- Data Entry
- Interpersonal skill
- Analytical skills
- Problem solving
- Discrepancy investigations
- Oral communication
- Written Communication
- Conflict resolution
- Payroll support
- Financial analysis and reporting
- Cost control and reduction
- Examining
- Technical competence
- Fraud detection
- Critical Thinking
- Data Verification
- Time Management
Languages
French
Full Professional
Timeline
Driver License Examiner
Pennsylvania Department of Transportation
12.2018 - 02.2022
Computer Technician Assistant /Customer Service Representative
MICROTECC LLC
09.2015 - 11.2018
Tax Examiner Technician
Internal Revenue Service
02.2002 - Current
MBA - Marketing Management
Wilmington University
Bachelor of Science - International Business
Strayer University
Associate of Science - Business Administration
Saint Boniface College
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