Stephen Burke
Somerdale
Summary
Dynamic Contact Representative at the IRS, adept at resolving complex taxpayer inquiries with empathy and patience. Proven track record in managing high call volumes and utilizing data entry proficiency to streamline case loads. Recognized for assertiveness in applying credits accurately, enhancing taxpayer satisfaction and operational efficiency.
Overview
27
27
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
02.1998 - Current
As a Contact Representative, I help with incoming calls regarding taxpayer domestic and international accounts while helping to resolve their inquiries and issues. My duties are no less needed once tax filing season has ended as post filing notices are mailed out resulting in high call volume as well as Amended Returns and Correspondence received thus increasing my inventory case load. In addition, I am the primary person in the department with access to the International Web Application where I can verify payments made by either the Withholding Agent or Title Company from funds held in escrow. I then send the verifications to employees via email or Microsoft Teams so that they can adjust and apply the requested credits to taxpayers' accounts or send an appropriate letter if anything more is needed for resolution.
Education
Associate of Science - Court Reporting
Martin School of Business
Philadelphia, PA08-1992
High School Diploma -
Father Judge High School
Philadelphia, PA06-1977
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- IDRS and related Command Codes knowledge
- Excell in International Accounts/Adjustments
- FIRPTA (Internatinal Web Application)
- Composing letters in professional manner
Yearly evaluation awards each year as outstanding.
I received evaluation awards based on my ability to demonstrate strong work ethics and always engaging with employees and management.
I demonstrate and share knowledge with my fellow employees and always engaged in team activities bringing ideas to help build morale in team meetings. I take on special Congressional cases as well as numerous Taxpayer Advocate cases needing expedited adjustments and/or resolution.
My cases are efficiently worked in the order received and reviews on cases I close are nearly all 100 percent correct.
I have also received letters of commendation from taxpayers as well as messages sent to my manager from colleagues who were very happy with the service and empathy I provided.
Timeline
Contact Representative
Internal Revenue Service, IRS
02.1998 - Current
Associate of Science - Court Reporting
Martin School of Business
High School Diploma -
Father Judge High School
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