Stephen R. Schwausch
Austin
Summary
Dynamic and results-driven professional with extensive experience at the Internal Revenue Service. Proven expertise in customer service and IRS regulations, adept at resolving complex inquiries and enhancing team performance. Skilled in Microsoft Office Suite and effective communication, consistently fostering compliance and efficiency in a high-pressure environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Contact Representative
Internal Revenue Service
Austin
10.2009 - Current
- Company Overview: This is a federal job
- Complete contacts, i.e., conduct personal or telephone interviews with a wide range of individuals who have varying degrees of understanding, or with third party representatives, e.g., CPAs, practitioners, attorneys, who possess a professional understanding
- Provide full explanations to specific inquiries initiated by the individual, generated by notices, or internally generated assignments
- These inquiries involve: A body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect and complicate the specific obligation involved
- Regulations and policies subject to frequent legislative changes or administrative determinations, amendments or precedent decisions that affect specific conditions
- Programs that include the full range of exemptions, deductions, exclusions, coupled with business taxes involving different types of exemptions, deductions, exclusions, capital gains taxes, gift taxes, excise taxes, employment taxes, and others to advise, inform, assess and collect taxes, and associated liabilities
- Using sophisticated interviewing techniques, I review individual circumstances and goals, and advise on the most advantageous ways to meet them
- I elicit sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draw out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements
- I make determinations and use sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent
- I develop, analyze and evaluate information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements
- I explain what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents
- I perform other duties as assigned
- This is a federal job
Supervisory Contact Representative
Internal Revenue Service
Austin
11.2015 - 04.2018
- Company Overview: This is a federal job
- I planned work to be accomplished by subordinates, set and adjusted short-term priorities, and prepared schedules for completion of work
- I assigned work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees
- I evaluated work performance of subordinates and made recommendations for outstanding performance recognition or disciplinary action
- I gave advice, counsel, or instruction to employees on both work and administrative matters
- I interviewed candidates for positions in the unit; I recommended appointment, promotion, or reassignment to such positions
- I heard and resolved complaints from employees, referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager
- I effected minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases
- I identified developmental and training needs of employees, provided or arranged for needed development and training
- I initiated ways to improve production or increase the quality of the work directed
- I developed or participated in setting performance standards
- I approved and disapproved leave and recommends action in unusual cases
- I fostered a high profile of the IRS Occupational Safety and Health Program by assuring employees' awareness of potential safety hazards, promptly reported all injuries and affected corrective actions necessary to eliminate safety and health hazards in the work area
- I assured that program and administrative responsibility to minimize fraud, waste and abuse were achieved as prescribed in OMB Circular A-123, Treasury Directives, and IRS internal control procedures
- This is a federal job
Education
Some College Coursework Completed -
University of Texas at San Antonio
San Antonio, TX, United States12.1990
High School or equivalent -
John Marshall High School
San Antonio, TX, United States05.1987
Skills
- Working knowledge of Microsoft Office Suite including Word and Excel
- Proficient in operation of office equipment such as copy machines, fax machines, and scanners
- Typing speed of 40 wpm
- Effective communication skills with internal and external customers
- Knowledge of IRS principles, practices, and procedures
- Customer service
- Work prioritization
- Inbound call answering
- Professionalism
Certification
- Certified in App20
- Certified in App18
- Certified in App55
- Certified in 1040X
- Certified in Injured Spouse
- Certified in TPRQ
- Certified in CP46
Performance
Received several performance awards.
Timeline
Supervisory Contact Representative
Internal Revenue Service
11.2015 - 04.2018
Contact Representative
Internal Revenue Service
10.2009 - Current
Some College Coursework Completed -
University of Texas at San Antonio
High School or equivalent -
John Marshall High School
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