Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
References
Timeline
Generic

Vivian M. Hunt

Spring Hill,USA

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Contact Service Representative

Internal Revenue Service (IRS)
Franklin, Tennessee
03.2025 - Current
  • Duties include the resolution of tax account issues by phone contact with taxpayers and their representatives, as well as by paper returns that are submitted for amending the originals as filed.
  • To provide technical and procedural information relative to tax matters to individuals and/or their representatives, based on federal tax laws and regulations. Due to my exemplary research skills and my experience as a CER technician, I have recently been tasked with spot-checking account adjustments made by CSRs concerning amended returns.
  • Those duties consist of reviewing closed Adjustments Paper cases before COB, the next day. To locate closed cases on CII by organization code. To review 25 cases per team, or 100 cases per day, with the intent to stop incorrect letters, computations, adjustments, erroneous refunds, and to provide feedback to the managers.
  • The overall goal is to catch 80 percent of the customer accuracy errors. (Only looking for CA errors.)

CER Review Technician

Internal Revenue Service (IRS)
Franklin, TN
03.2022 - 03.2025
  • Duties as a CER Review Technician are to be responsible for conducting detailed reviews of employee interactions with taxpayers and amended returns, ensuring adherence to EQRS coding procedures, and quality standards.
  • Duties include evaluating and inputting Critical Job Elements (CJEs) into EQRS, preparing cases for coding consistency meetings, and developing training materials and job aids.
  • Generating reports to identify and analyze common errors and trends, with a strong focus on compliance with disclosure laws.
  • Facilitate and deliver training classes based on defect trend analysis, and create supporting PowerPoint presentations.
  • Develop and share with site stakeholders job aids and training documents based on deficiencies identified through EQRS reports.
  • Develop and share with site stakeholders quality improvement initiatives, with recommendations for addressing quality deficiencies.
  • Maintain research and technical skills for all current IRS work-related procedures.

Supervisory Contact Representative

Internal Revenue Service (IRS)
Franklin, TN
02.2021 - 03.2022
  • Led and supported a team of 14 Contact Service Representatives, focusing on employee development and performance improvement
  • Identified training needs, provided additional support, and implemented quality initiatives
  • Authored policy and procedure briefings, participated in leadership development programs, and executed quality improvement strategies
  • Utilized effective workload management techniques
  • Developed, prioritized and aligned strategies to meet performance objectives, demonstrating sound, logical decision-making and taking into account key influences on organizational performance
  • Collaborated with internal and external stakeholders to identify needs and expectations, while building trust, and achieving desired business results
  • Adept at leveraging resources (human, financial, etc.) to maximize efficiency and produce high quality results
  • Expeditiously took steps to provide training to address training gaps and ensure program continuity
  • Took steps to fully support the hiring process including recruitment, timely applicant selection, and supporting new hires in their successful transition
  • Educated employees on the importance of maintaining tax compliance
  • Basic knowledge of Section 1203(b) concerns aiding in the identification of confidential and sensitive matters relative to employee tax compliance determinations
  • Adept at identifying problem areas and proactively prioritizing objectives and deadlines
  • Set specific, relevant, measurable, employee performance expectations (goals) that align with organizational goals

Contact Service Representative

Internal Revenue Service (IRS)
Kansas City & Franklin, MO & TN
11.2011 - 10.2012
  • As a CSR, I provide technical and procedural information relative to tax matters to individuals and/or their representatives based on federal tax laws and regulations, primarily through telephone interaction.
  • Have taken actions to develop myself by creating a Career Learning Plan (CLP), by successfully completing Classroom Instructor Training (CIT) and Virtual Classroom Instructor Training (VCIT), then by becoming a certified classroom instructor. Just as I provide technical and procedural information to the general public, I provide the same in a classroom setting for new-hire training.
  • Researched guidelines pertaining to requests made by taxpayers pursuant to FOIA/Privacy Act and clarified these laws to taxpayers and their representatives when taking phone calls, as well as in person while conducting new-hire training.
  • Fully advise the taxpayer of all rights and, as applicable, secure agreement from the taxpayer to commit to a final decision.
  • Maintain current knowledge of procedures, policies, and directives, such as IRM updates and SERP alerts. I adhere to strict IRC 6103 guidelines to effectively determine which tax return information can be released to the caller during every telephone contact, always following the IRC 6103 as it pertains to the Confidentiality and Disclosure of Return Information of all taxpayers and or employees.
  • Consistently adhere to the IRC 6103 guidelines when verifying disclosure. In an effort to protect the confidentiality of the taxpayer’s account, I am diligent in covering each of the required authentication probes, and if required, I further probe for additional taxpayer authentication. In the instances where I issued internal transcripts, I ensured that I thoroughly analyzed them to determine what type of information was in the transcript. I ensure that any sensitive information is sanitized before its release.
  • Provided excellent customer service by answering phone inquiries, resolving problems, and complaints promptly.

Education

Major in Psychology - Psychology, Communication

Howard University
Washington, DC

Skills

  • Data Analysis
  • Coding Consistency
  • Trend Analysis
  • Education & Training
  • Disclosure Compliance
  • Research Skills
  • Technical Skills
  • Communication Skills
  • Quality Improvement Initiatives
  • Leveraging Resources
  • Sound Decision-Making
  • Employee Development & Relations
  • USA Staffing & HR Connect
  • Effective Workload Management
  • Achieving desired business results
  • Addressing training gaps
  • Performance Management
  • E-Verify
  • Support Teamwork
  • Collaboration with Stakeholders
  • Author of Policy and Procedure Briefings
  • Career Connector
  • Onboarding
  • Orientation
  • Talent Management
  • Recruitment & Staffing
  • Labor Relations
  • Employee Relations
  • Compliance and Regulations
  • HR Data Analysis
  • Job fairs
  • Stakeholder Engagement
  • Conflict Resolution
  • Advertising
  • USA Staffing
  • HR Connect
  • Integrated Talent Management
  • Excel
  • EQRS Coding Procedures
  • Verint Contact Recording
  • IDRS
  • AMS
  • BEARS
  • PowerPoint
  • IORS
  • SharePoint
  • MS TEAMS
  • Adobe
  • Aceyus

Certification

  • Tennessee and North Carolina licensee of the National Association of REALTORS
  • Classroom Instructor and Virtual Classroom Instructor Certifications

Accomplishments

  • Selected for the Leadership Development Program (LDP) and Frontline Readiness Program (FLRP).
  • Created and integrated a new Affordable Care Act (ACA) training course into the FY22 new hire curriculum.
  • Executed successful quality improvement initiatives based on data analysis.
  • Authored and drafted essential briefing materials on policies and procedures.
  • Managed multiple projects, including onboarding and team coordination.
  • Served as Train-the-Trainer to front-line management.

Affiliations

  • Enjoy tending to my hydroponic tower garden
  • Enjoy spending time with family
  • Church service

References

References available upon request.

Timeline

Contact Service Representative

Internal Revenue Service (IRS)
03.2025 - Current

CER Review Technician

Internal Revenue Service (IRS)
03.2022 - 03.2025

Supervisory Contact Representative

Internal Revenue Service (IRS)
02.2021 - 03.2022

Contact Service Representative

Internal Revenue Service (IRS)
11.2011 - 10.2012

Major in Psychology - Psychology, Communication

Howard University

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Vivian M. Hunt