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Liz resume 2015
- 1. (Continued on Page 2) Lizbeth A. Chatterton 1892 Cameron Dr.©¦ West Haven, UT 84401 385-626-9700 ©¦ chattertonla@yahoo.com FINANCIAL & CUSTOMER SERVICE PROFESSIONAL ? Experienced professional with 35 years of experience in customer service, accounting, auditing, and problem resolution for the Internal Revenue Service.Throughout careerhave advanced through positions of increasing responsibility, including project management to improve operations and processes. Recipient of the Commissioner¡¯s Award, the highest customer excellence award at IRS. ? Skilled at building relationships with business executives and other professionals to provide accurate information, guidance and tools to maintain status of their accounts for benefit of company. Strong interpersonal skills, and ability to calmly handle difficult situations. Expertise in tax laws and compliance requirements. Detail oriented and proficient at analyzing records and forms to identify issues, and create payment arrangements ? Currently seeking new opportunities to apply expertise in a position in the private sector in commercial banking and financial services. AREAS OF STRENGTH AND EXPERTISE ? Customer Service ? Relationship Management ? Financial Reviews ? Tax Laws and Requirements ? Accounting and Auditing ? Account Management ? Payment Plans and Collections ? Business Analysis ? Team Leadership ? Project Management ? Process Improvement ? Collaboration PROFESSIONAL EXPERIENCE INTERNAL REVENUE SERVICE, OGDEN, UT 1981-2015 Advanced through positions of progressive responsibility, with varied duties including customer service to individuals and large businesses, auditing, account resolution, collections, and management of teams and projects. SUPERVISORY REVENUE AGENT (2009-2015) Led initiatives to enhance quality of customer service, improve operational processes and increase accuracy of account reviews and collections. Managed team of 17 staff, and led cross-functional collaborations to coordinate projects with all stakeholders. ? Oversaw full lifecycle of projects, from pre-planning analysis through development and implementation. ? Conducted research and analyzed present trends and unusual transactions. Identified most effective and efficient solutions to resolve issues and meet goals. ? Managed implementation of projects. Coordinated resources and training. ? Networked and built relationships with key stakeholders in all divisions within IRS to explain plans and guarantee consistent processing. Maintained ongoing relationships with internal and external stakeholders and customers to manage risks and develop new procedures and processes. ? Supervised and mentored staff to ensure high performance. Determined milestones and guidelines. Developed templates to provide feedback and continuous training for employees. ? Analyzed detailed transactions to determine unusual activities and fraud. Contacted customers that have problems, and acted to resolve problems and arrange payments. ? Handled difficult situations and hostile clients with tactful firmness. INTERNAL REVENUE AGENT (1994-2009) Managed accounts of large businesses. Worked with businesses to arrange solutions and payment arrangements. Also coordinated with fraud unit to identify and pursue prosecution of deliberately fraudulent activities. ? Examined business and tax records to identify errors and problems in business accounting and payments. ? Prepared reports on account status. ? Interviewed and worked with clients¡¯ Tax Attorneys, Chief Financial Officers and Board of Directors or representatives. Explained legal and accounting reasons for adjustments to taxes and balances owed.
- 2. LIZBETH A. CHATTERTON RESUME PAGE 2 1892 Cameron Dr.©¦ West Haven, UT 84401 ©¦Mobile: 385-626-9700 ©¦ chattertonla@yahoo.com INTERNAL REVENUE AGENT (Continued from Page 1) ? Prepared reports and made arrangement with businesses for payment of balance due. ? Emphasized customer service, providing businesses with guidance and information. Offered suggestions to increase the accuracy of their accounting and documentation to help them make corrections and avoid additional issues and problems. ? Evaluated records of tax exempt organizations, and analyzed their operations to ensure eligibility. When activities removed tax exemption, explained why they did not meet the criteria. Provided report that converted them to a taxable corporation, and collected taxes owed. ? When deliberate fraudulent activity was identified, worked directly with the IRS fraud unit to develop, identify and send for prosecution all facts and transaction information to build cases. Worked on both domestic and foreign cases. OFFICE AUDITOR (June 1986-Aug 1994) Conducted face-to-face audits and interviews with taxpayers to identify and resolve issues regarding reporting and payments. ? Followed up on unresolved issues with appointment or phone call. ? Provided a report explaining all necessary adjustments, the law behind the adjustments, and the balance owed. ? Requested payment and, when necessary, referred taxpayer to collections department to set up a payment plan. CUSTOMER SERVICE / COLLECTION REPRESENTATIVE (1984- 1986) Provided direct customer service to taxpayers, Assisted with accounts to resolve and correct items and explain problems and solutions. ? Identified taxpayers' ability to pay, and set up customized payment plans. ? Followed up to ensure resolution. ? Provided information and advice on forms and tax law. ? Identified problems in taxpayer accounts. Prepared a financial report if deficiency was under $10,000. ? For two years staffed a one-person taxpayer service and collections office, and handled all walk-in and telephone contacts. EDUCATION AND TRAINING Associates Degree in Accounting and Management (Cumulative GPA of 3.7) Stevens Henager College, South Ogden UT Business Science Coursework Weber State University, Ogden, UT