Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Self-motivated federal government professional with over 14 years experience in management, customer service, and office support with a background in accounting and finance. Extensive knowledge of Microsoft Word, Microsoft Excel, and Outlook. Skilled in supporting program needs and managing projects with little oversight. Accustomed to juggling multiple tasks and working under pressure. Team player with lengthy experience meeting deadlines, shifting priorities, and following government policies and rules of discretion. Thorough and precise with exceptional writing skills. Recognized consistently for performance excellence and contributions to success in government.
Skills
MS Office
Accounting familiarity
Project planning
Business operations
Report writing
Database management
Spreadsheet management
Typing 60 wpm
Research
Customer service
Education
Bachelor of Arts: Journalism, French Language And Literature, Expected in University of Maryland - College Park, MD GPA:
Experience
Transcriptionist, 06/2015 to Current Celligent – Spartanburg, SC,
Convert audio and video recordings to typed documents
Correctly include speaker identification tags and timestamps
Perform online research and fact-checking of client information and terminology to create a perfect transcript
Follow individual set of style guidelines established by each company or client
Edit projects completed by other transcribers that do not pass Quality Review
Maintain strict confidentiality and uphold privacy practices for all clients
Passport Acceptance Agent/Services Associate , 01/2019 to 02/2020 United States Postal Service 58 Hrs/wk – City, STATE,
Received and examined applications and supporting government-issued verification for the issuance, amendment, and replacement of passports presented by applicants or representatives
Approved acceptance of completed application package and payment to be forwarded to Department of State
Administered "Penalties of Perjury" declaration to applicants.
Took passport photos ensuring they meet Dept of State security acceptance guidelines
Sold and collected payment for products such as stamps, prepaid envelopes, calculated postage, mailing supplies, and money orders
Obtained signatures from recipients of registered or special delivery mail, and post office boxes
Reconciled cash drawers at the start and end of each shift
Complete forms regarding refund of services, Customs Declarations, or special services such as registered or certified mail
Responded to complaints regarding mail theft, delivery problems, and loss or damage mail, by filling out forms or making appropriate referrals for investigation
Immigration Services Assistant GS 1802-06, 06/2016 to 10/2016 U. S. Citizenship & Immigration Services 40 Hrs/wk – City, STATE,
Reviewed immigration claims by verifying customer identity and confirming release of information to appropriate person and/or authorized individual only
Used InfoPass, an Internet-based application, to schedule, cancel, and track appointments for customers
Improved customer service by performing pre-screening to identify their issue and reduce need for further assistance from Immigration Officer
Provided citizenship claim information at Customer Service window to customers explaining benefits of citizenship, processing time frames, ceremony questions, immigration claim status and other claim information
Accompanied Immigration Officer to court to assist with Naturalization Oath Ceremony by validating immigration documents, reviewing candidates' notice (N-445) to verify information,
asking interview questions, and reporting discrepancies to Immigration Officer for further review
Confirmed receipt of all lawful permanent resident cards, employment authorization cards, and USCIS-issued travel documents. Secured all documents throughout ceremony
Used Computer Linked Application Information Management System (CLAIMS) 4, the USCIS system used to track and process naturalization applications to complete The Ceremony Report in order to verify those who had been naturalized for that day
Operated Over the Counter Channel (OTCnet) application to electronically scan and transmit checks to the Federal Reserve Bank for deposit and managed and reported all check and cash fee payment details
Used Exam Fee Receipting System (EFRS), an online application, to process and reconcile credit card transaction fee payments collected from customers
Utilized National File Tracking System (NFTS) to locate, log in, and update location information of applicant files
Used NFTS Report Tab to create weekly team report to conduct audit of claim files
Responded to written customer service inquiries using Service Request Management Tool (SRMT) to create and edit responses to written customer service inquiries
Compiled data from Central Index System (CIS) for issues that would hinder acceptance of applications such as pending applications, pending deportation hearings, or exclusion hearings to provide to Immigration Officers
Reviewed materials to determine if such material should be consolidated, archived, or purged
Lead Tax Examiner GS 592-09, 01/2000 to 06/2016 Internal Revenue Service 40 Hrs/wk – City, STATE,
Maintained inventory management and administrative functions for 14 employees
Assigned cases and inventory to employees based on number of cases, staff available, and determination of priority cases
Maintained case inventory database
Responded to taxpayer questions and resolved issues concerning overdue balances, unfiled taxes, missing refunds, and refund discrepancies. Used interview techniques to handle delicate situations such as customers who are angry, suicidal, or evasive
Used Integrated Data Retrieval System (IDRS) to process tax payments, calculate corrected refund amounts, locate missing payments and input installment agreements
Used Automated Offer In Compromise System (AOIC) to research, negotiate, input and update Offer In Compromise status.
Researched and Evaluated Form 433-F, Financial Statement to determine taxpayers, ability to pay
Requested appropriate information and documentation from taxpayers to support their claim via telephone, fax or writing
Developed team communications and information for weekly Team meetings and monthly Department meetings
Contacted necessary staff to reserve rooms for scheduling a variety of meetings, training and engagements
Produced briefs, located records and organized documentation to support court cases
Controlled daily, weekly, and monthly Inventory reports using MS Excel
Acted as Department Liaison; receiving and guiding visitors to the department's supervisors' offices; functioning as the representative of the department by receiving, briefing, and directing visitors to the appropriate staff members or location
Maintained document control system including work instructions, procedures and associated databases
Assisted in continuous improvement activities while developing and maintaining resulting documents
Developed and edited template letters and paragraphs with changes in Agency's policies or new developments
Built and updated diverse documents, charts, tables and mail merges using various programs
Participated in quality assurance program, including on-site evaluations, internal audits and customer surveys
Maintained Team spreadsheet to track employees' shifts, leave, credit hours, overtime and Alternate Work Schedule (AWS) hours
Managed time and attendance database and ensured correct input of information, resolved errors, and validated records within the required timeframe
Requested case files from other IRS offices for further investigation or verification and logged them into an electronic tracking system before returning them back to shelves or forwarding them, as necessary
Managed file archival and information retrievals
Prepared documents, such as case summaries, employee evaluations, and statements of work
Created and edited student manual and training guide for program
Collaborated with Headquarters to revise Standard Operating Procedures and section of Internal Revenue Manual
Created and tracked monthly Fraud report
Conducted annual Continued Professional Education (CPE) training and On The Job training for employees new to the team
Performed weekly technical reviews on employees' case actions and time management
Submitted work orders to correct any issues that violate IRS physical security program policies
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