A seasoned federal employee with excellent customer service experience, organization and interpersonal skills. Well educated on federal tax and civil rights laws against employment discrimination. Experienced at managing difficult and complex cases.
Adheres to customer service procedures
Strong problem solving aptitude
Committed to maintaining data integrity
Ability to communicate in Spanish and English both orally
Ability to plan, organize and manage work assignments
Ability to provide excellent customer service
MS Windows Proficient (Word, Excel and Power Point)
Type 45 WPM
Accurate and detailed
Equal Opportunity Investigator (Bilingual-Spanish), 06/2015 to 12/2016 qual Employment Opportunity Commission – Kansas City KS, United States
As a bilingual Investigator received inquiries and charges of employment discrimination both in Spanish and English.
Investigated charges of discrimination based on race, sex, color, religion, national origin, pregnancy, age, disability and genetic information.
Interviewed potential charging parties, informed them of their administrative and legal rights and responsibilities under the laws enforced by the Commission. These laws included Title VII, Civil Rights Act, Equal pay Act,and theAmerican with Disabilities Act.
Drafted charges and complaints of charging parties, which included the base (race, color, religion etc.) and the harm which covered (promotion, training, benefits, sexual harassment or harassment based on any of the bases covered by the Commission).
Gathered and conducted a preliminary review of information obtained by the charging party to establish the Commission's jurisdiction of charging party's complaint.
Analyzed specific segments of complex cases assigned for investigation under the guidance of the supervisor toutilize the best investigative tools andtechniques in the investigation.
Wrote written plans identifying the bases and issues involving charging party's complaint or charge. Applied the theories of the law and scope of investigation.
Conducted witness interviews and on-sites of employer's facility to conduct witness and management interviews, examined employees personnel records.
Assessed witness credibility, analyzed the information obtained and drafted reports which included investigative findings, cited specific testimonials, documentary evidence, and applicable case law and policies relied upon.
Conducted outreach events at the Mexican Consulate Offices in an effort to educate and inform Spanish speaking customers of their employment rights and resources if discrimination was suspected.
Conducted one-on-one interview sessions with Spanish-speaking customers to discuss their particular circumstances.
Tax Examiner (Bilingual-Spanish), 09/2003 to 06/2015 Internal Revenue Service – Kansas City, Missouri, United States
As a bilingual tax examiner managed high-volume of inbound calls from English and Spanish speaking taxpayers, their representatives and/or attorneys to discuss their examination issues and thelaws impacting their tax returns.
Performed case analysis on pre-classified returns and unresolved responses such as those involving unagreed, complex separate to joint returns, identity theft, bankruptcies, Schedules A, C, SE and other tax computation errors.
Determined the nature, scope and direction of the examination.
Addressed and resolved taxpayers complaints empathetically and professionally.
Applied techniques to diffuse irate taxpayer over the phone tactfully and calmly.
Accurately documented, researched and resolved taxpayers inquiries over the phone.
Effectively managed a high-volume of inbound calls to the service center while adherence to time allotted.
Performed case analysis and researched taxpaye's correspondence to determine validity of the identity theft claim or other examination issues.
Performed thorough and complete research of cases using several computer and data retrieval systems.
Managed weekly inventory through a reporting software.
Prioritized inventory of cases by age and status codes.
Prepared comprehensive work papers and reports to document the technical and factual detail of the case and the actions taken.
Assisted teammates with Spanish-speaking taxpayers.
Provided taxpayer and/or their representatives with the proper resources to ensure protection and correction of their personal tax accounts.
Contacted taxpayers, and/or their representatives telephonically or through correspondence to elicit information or provide information concerning their examination issues.
Kept abreast of Examination programs and tax law changes through IRS Publication 17, IRM, IRS website, internal training and software training programs offered to employees.
Served as coaching instructor to newly hired tax examiners.
Consistently commended by my superiors for resolving volatile customer situations quickly and courteously.
My ability to accurately interpret and apply procedures led my supervisor to ask if I would serve as a temporary work leader in my team. I gladly accepted this role.
For the fiscal year 2016, resolved 89 employment discrimination cases, obtained 4 merit resolutions.
Investigator Certificate: August performance Award: June 2015 Individual Time-off Award: March 2014 Individual Cash Award: December 2012 and September 2013 Managers Award: July 2012 and June 2015
Job Type:Temporary to Permanent Work Schedule: Full-time Desired work locations: Overland Park, KS; Lee\'s Summit, MO;Kansas City, MO