Vikki Marquis
Internal Revenue Service, IRS
Selma,CA
33
years of professional experience
Contact Representative with experience in customer account research reviewing 76+ taxpayer accounts per week, call handling, and case inventory work in a high-volume government contact center. Resolves taxpayer issues by navigating multiple systems, documenting 26–50 account actions per month, and making accurate account adjustments. Supports service quality through clear communication, careful screening, and timely call processing.
Work History
Contact Representative
2 Years 10 Months- Answered, screened, and processed calls daily using a call management system and web-based communications
- Responded to callers by navigating several government systems to review taxpayer information and processed accounts according to IRM procedures
- Audited customer account information to identify issues and documented accounts to justify measures taken
- Managed weekly case inventory as assigned and made appropriate adjustments to the taxpayer’s account(s) based on tax law
Data Transcriber/Quality Reviewer
15 Years 4 Months- Data Transcriber for 5 years where I processed mailed-in tax returns, including all 1040 variations, by inputting all 1040 data and schedules into specialized software
- Promotion to Detail in the Quality Review Department where I worked for 10 years. Reviewed processed tax returns by Data Transcriber employees. Documented errors and provided IRM page numbers for Data Transcriber employees to locate the information necessary to properly process the input of data
- USDA Detail for 6 months
- RAIVES/IVES Detail for 5 months
Administrative Assistant
2 Years 3 Months- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Composed correspondence, reports, and meeting notes.
- Filed pre-lien notices for each project and filed mechanic's liens when having difficulty procuring payment.
- Typed and submitted all job proposals to corporate office to ensure 100% accurate documentation.
- Accounts Receivable/Responsible for collection of all accounts.
Education
Associate of Science - Accounting
Skills
Call center operations experience
Account management customer service skills
VITA/TCE certified tax preparer
Notary public
Type 80 WPM/10-Key 18k PH
Tax return processing
Case inventory management
Customer account research
Documented error correction
Government systems navigation
Tax law interpretation
Collection due process
Installment agreement negotiation
Taxpayer correspondence drafting
Timeline
Contact Representative
Internal Revenue Service, IRS
10.2018 - 08.2021Read More
Data Transcriber/Quality Reviewer
Internal Revenue Submission Processing Center
06.2003 - 10.2018Read More
Administrative Assistant
Symons Corporation
12.1988 - 03.1991Read More
Fresno City College
Associate of Science from Accounting
Read More