Rhoda Dowell
Smyrna
Summary
To obtain a challenging position where I can contribute my customer service and researching skills, while meeting the division and departmental objectives and goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Collection Representative
Internal Revenue Service-Dept. of Treasury, Franklin, TN
10.2002 - 06.2025
- Handled a high volume of inbound calls related to delinquent accounts
- Researched topics and completed due diligence to resolve issues in a timely manner
- Advised taxpayers of their payment options and helped them set up payment plans
- Reviewed taxpayers account to determine status of collections and amounts of outstanding balances
- Explained actions taken and determined taxpayer’s ability to pay by analyzing collection information statements on balance due accounts
- Calculated owed taxes, secured delinquent tax returns and ensured timely payments in accordance with IRS guidelines
- Determined which accounts needed to be transferred to a Revenue Officer, Bankruptcy or Taxpayer Advocate
- Executed various adjustments to resolve account issues such as payment tracers, credit transfers and abatement of penalties
- Initiated levies, filed Notices of Federal Tax Liens and determined when a delinquent tax return meets ASFR (Automated Substitute for Return) criteria
- Educated taxpayers on what caused them to owe and provided answers that will prevent them from owing in the future. Established deadlines to bring taxpayers into compliance
- Provided technical assistance to individuals and/or businesses through telephone interaction in a call center environment
- Secured, protected and analyzed sensitive personal information
- Made determinations and used sound judgement to resolve taxpayer disputes and issues
- (36 Hours per Week-1st Week) (44 Hours per Week-2nd week-Full Time)
Acting Lead Contact Representative
Internal Revenue Service-Dept. of Treasury, Franklin, TN
02.2022 - 08.2022
- Kept track of requests, problems, and solutions by documenting conversations with taxpayers
- Overviewed team members and monitored their work, which included referrals, financials, payment plans and non-collectible statuses
- Conducted teach reports on team members and provided feedback to the manager
- Looked at taxpayers account information to figure out what was wrong and how to resolve
- Provided quick, friendly, and knowledgeable service for routine questions and service complaints
- Kept team members updated on current alerts and changes that affected their jobs
- Consulted with my manager and worked approvals, weekly overages and cases assigned by our system administrator
- Took inbound calls daily and directed calls to appropriate people or departments when needed
- Reviewed 433D’s, 4442s, 4446s, 12233’s & 12636 forms before forwarding them to appropriate functions
- Participated in weekly team meetings, workshops and team building projects
- (36 Hours per Week-1st week) (44 Hours per Week-2nd Week-Full Time)
OJI Instructor, (VIRTUAL)
Internal Revenue Service-Dept. of the Treasury, Franklin, TN
07.2020 - 12.2020
- Provided step by step guidance and instructions on conducting case review, resolution and making sure taxpayer rights are protected.
- Taught the trainees how to read the transaction codes and how to navigate the different systems to work the cases according to IRS procedures and guidelines
- Monitored reviews and provided feedback on their strengths and weaknesses
- Used hands on curriculum and other teaching methods to educate trainees
- Instructed trainees in balance due and return delinquencies subjects through clear and informative virtual guides. This was for personal and business accounts
- Assessed the progress of the trainees and modified learning plans to encourage it
- Listened to incoming calls and assisted trainees with their calls and helped develop a research pattern and favorites that would assist with future calls
- (36 Hours per Week-1st Week) (44 Hours per Week-2nd Week-Full Time)
Education
High School -
John Overton High School
Nashville, TNBachelor of Science - Interdisciplinary Studies
Tennessee State University
Nashville, TN05.1998
Skills
- Organizing and prioritizing skills
- Research and investigating skills
- Listening and negotiating skills
- Strong communication skills
Accomplishments
- Performance Awards: Outstanding, November, 2022-2024
- Individual Time-Off Award: August 2021
- Time Off Award Managers Award, April 2021
- Performance Awards: Outstanding from 2017-2020
- Performance Awards: 2016
- QSI: 2015
- Performance Awards: 2014-2015
- Performance Awards: 2011
- Individual Special Act/Service GS/WG: June 2010-2011
- Dean’s List: Spring, 1998
- Cortez Peters Rhythmic Expert Typing, 1991
Certification
Office Management and Computer Technology: 1991
Timeline
Acting Lead Contact Representative
Internal Revenue Service-Dept. of Treasury, Franklin, TN
02.2022 - 08.2022
OJI Instructor, (VIRTUAL)
Internal Revenue Service-Dept. of the Treasury, Franklin, TN
07.2020 - 12.2020
Collection Representative
Internal Revenue Service-Dept. of Treasury, Franklin, TN
10.2002 - 06.2025
Bachelor of Science - Interdisciplinary Studies
Tennessee State University
High School -
John Overton High School
PROFESSIONAL SUMMARY
Experience includes competencies in the following areas: decision-making, creative thinking, time management, analytical thinking, problem solving, strong communication, spoken communication, written communication, superior attention to detail, interpersonal skills and computer skills.
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