Customer Service Entry Level
Resume:
CHRISTOPHER MUNDO
*****.*****@*****.***
Daytona Beach, FL 32124
Contact
Experienced individual with a strong background in tax advisory and collection representation at the IRS. Skilled in data analytics and possessing industry expertise in individual income, excise, and employment taxes. Demonstrated success in providing empathetic customer service, collaborating with tax practitioners, and achieving voluntary compliance. Adept at resolving complex tax issues and enhancing taxpayer satisfaction through effective communication. Professional Summary
Skills
Data analytics Industry expertise
Teamwork and collaboration Customer service
INDIVIDUAL TAXPAYER ADVISORY SPECIALIST
IRS — Daytona Beach, FL
Jan 2023 - Present
COLLECTION REPRESENTATIVE
IRS — Jacksonville, FL
Apr 2009 - Present
Experience
Assists and advises taxpayers in meeting their Federal Tax obligations Assistance is technical, and covers the full range of individual income, excise, and employment taxes, as well as certain elements of all other kinds of taxes
Conducts interviews with taxpayers to determine their tax situation, provide advice, and explains probable consequences of various courses of action open to taxpayers for the current and other tax years Discusses tax law impact with tax practitioners and accountants, review books and records to gain understanding of taxpayer's financial status (cash/accrual basis) Confers with taxpayers and/or their representatives to explain issues involving the applicability of tax law, regulations, notices and account adjustments
Assists taxpayers in preparing tax returns and explains the consequences of courses of action Explains to taxpayers the collection and examination processes AUG 2009 – DEC 2022 - Member of Geek Squad (@5 hrs./week) - a valued asset with knowledge/experience as both Collection Representative and computer assistant Able to help other employees with job related computer systems issues/crises while they are on a call Created numerous job-related aids to help with employee understanding and efficiency Subject Matter Expert in IAT (Integrated Automation Technologies) - a desktop productivity-enhancing tool
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designed to automate tax account research and adjustments
(@10 hrs./week)
AUG 2009 – DEC 2022 - Knowledge of commercial computer operating systems and applications, and IRS job related computer systems
Knowledge of information management systems
Worked on pilots with IAT to ensure efficiency and to evaluate different prototypes
(@40 hrs./week)
AUG 2009 – DEC 2022 - Provided empathetic customer service by respecting and explaining the taxpayer's rights, IRS policies and procedures to assist the taxpayer as well as the legal obligations of the IRS
(@40 hrs./week)
AUG 2009 – SEPT 2022 - Contacts involve resolving issues and providing information intended to enhance customer satisfaction and increase voluntary compliance through initial and complete contact resolution
(@40 hrs./week)
AUG 2009 – DEC 2022 - Contacted taxpayers and/or their representatives (when appropriate) in response to IRS contacts regarding a limited number of delinquent situations Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments
(@40 hrs./week)
AUG 2009 – DEC 2022 - Specialized IRS experience gained in full time customer service work with tax records, financial accounts and/or similar records
(@40 hrs./week)
AUG 2009 – DEC 2022 - Performed financial analysis of the taxpayer to determine the taxpayer's financial condition and ability to pay outstanding tax obligations and prevent future delinquencies Applied expense standards and provides guidance on a wide range of financial alternatives to assist taxpayers in identifying options that could assist in resolving delinquent tax obligations including installment agreements, qualifying for offers in compromise and suspending collection Recognized patterns of delay and other indicators that a taxpayer is not cooperating or attempting to defeat assessment or collection of delinquent tax
(@3 hrs./week)
AUG 2009 – DEC 2022 - Took appropriate enforced collection action, such as levies, liens, and submits fraud investigation requests
Released levies (either in full or partial) when warranted (financial/economic hardship, erroneously filed, setting up a payment arrangement, etc.) (@10 hrs./week) AUG 2009 – DEC 2022 - Knowledge of IRS computer systems (ACSWeb, AMS, RTR, IAT and IDRS) Able to input and make adjustments, including knowledge of action history codes on ACS and transaction codes on IDRS
Ability to search the relevant guidelines and apply them in resolving accounts and to input data on the systems as required
(@40 hrs./week)
AUG 2009 – DEC 2022 - Knowledge of taxpayer rights, Internal Revenue Code, IRM policies and applicable procedures, including National and Area directives, state and local laws, Knowledge of IRS organizational structure, mission, and function
APR 2010 – MAY 2010 - CPE (Continuing Professional Education) INSTRUCTOR – MICROSOFT OUTLOOK
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TELEPHONE SYSTEMS ANALYST – TEMPORARY DETAIL
IRS — Jacksonville, FL
Jan 2017 - Present
Taught the basic aspects of Microsoft Outlook to the call site and developed lesson plans to cover what was needed to use daily, tweaked lesson plans each day to ensure that lessons were streamlined, efficient and covering all the aspects of learning: Visual, Auditory, Kinesthetic, and Reading
(Time: 4 hrs./day for 6 days = 50% while an instructor) MAY 2010 – DEC 2022 – Worked acting Lead/Mgr., when needed Helped fellow employees with any technical or statutory issue they may have had while they were taking calls
Also took a few manager calls when needed as well
Facilitated team meetings when needed, both in person and virtually
(4 times/8hrs each)
SEP 2019 – DEC 2022 – Text Chat Pilot – IRS employees chat with taxpayers that are on irs.gov We help them with any questions they may have, ranging from accessing their account, making a payment, setting up an online payment agreement
We can also access taxpayers' accounts if they have signed onto their account and have authenticated their identities
We do all aspects of a collection representative's duties during that chat – like they are on the phone with us
(@40 hrs./week)
JUN 2020 – JUL 2021 – OJI for Nashville ACS and Memphis ACS – working with new hires as new collection representatives: working one on one virtually, working as a group virtually (one takes a call while the others listen in – and critique during and after the call)
(@40 hrs./week)
Provided assistance to functional computer systems users in the following areas: Developed reports, charts, and graphs by utilizing and integrating various software programs that require logic
(@240 hours)
Coordinated the implementation of automated applications (IUP, desktop/softphone applications) Implementation included: training new users, identifying personnel and procedural issues raised by the automation process, securing supplies and forms necessary for automation, converting paper documents to data files, and testing applications
(@120 hours)
Responded to user-reported problems and issues on a daily basis Worked with users to identify and troubleshoot the origin of hardware and software problems Referred problems to the MITS help desk and ensured problems were resolved Resolved common technical problems independently and served as a technical resource to functional coordinators in other divisions
(@185 hours)
Evaluated existing computer equipment and made recommendations for replacement or upgrades based on knowledge of the functional area work processes and computer systems currently in service Determined where new equipment would be installed with input from management Assisted MITS with functional moves by updating floor plans and as needed, re-arranging work areas/computer set-ups
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MISCELLANEOUS CLERK & ASSISTANT
IRS — Jacksonville, FL
May 2007 - Present
(@96 hours)
Sound practical knowledge of hardware and software functions and capabilities to provide advice and assistance to computer users on various computer applications and interfaces with the LAN; troubleshoot and assist MITS in resolving hardware and software problems; and to maintain functional area computer security
Knowledge and skill to monitor, operate, and maintain the function's information systems equipment
(@125hours)
Knowledge of existing system software, operating systems, and application software packages utilized in the functional area to provide management with recommendations, within established frameworks, for the acquisition of new equipment
(@45 hours)
Knowledge of logic and syntax of a variety of current software applications and/or database management system products to integrate files, extract information, and create presentations, reports, worksheets, databases, etc
(@36 hours)
Resolved common technical problems independently, referring the more complex problems to the MITS staff Resolution of some problems and error conditions required me to adapt and/or make minor modifications to established methods or procedures
Also performed security duties for the functional area, ensuring permissions and passwords are in order and ensuring appropriate security access to agency equipment and systems
(@56 hours)
Worked to resolve system and equipment problems and to answer technical questions from functional computer users
Awareness of timeliness of problem resolution which has a direct impact on continued operations and functional efficiency
(@75 hours)
Solicited/Implemented SmartID card appointments with Security Officer for users with SmartID card issues on a weekly basis
Made detailed analysis of SmartID card issues with call site adherence to make sure that adherence to the site's schedules were not degraded on the day of the appointments
(@25 hours)
Help implement and maintain new IUP phones (both desktop/softphones) with 80+ new hires and existing employees (225 total)
Assisted with setup of over 80 computer stations workstation moves throughout the call site - impacted with lower-than-expected detrimental telephone adherence
(@125 hours)
Received and controlled mail and suspense items, routing them directly to the appropriate person or office for action, followed up on outstanding controls and assembles background information before routing mail to the supervisor
(@5 hrs./week)
Prepared and typed a variety of correspondence, reports, forms, requisitions, requests for personnel actions
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MUSICIAN – NAVY BAND SOUTHEAST
U. S. NAVY — Jacksonville, FL
Nov 2002 - Present
5TH/6TH GRADE MUSIC TEACHER
CLARK AVENUE SCHOOL — Chelsea, MA
Sep 2001 - Present
and legal documents
Reviewed outgoing correspondence for proper format, conformed with procedural instructions, grammar, punctuation, spelling, and attachments
(@40 hrs./week)
Organized and maintained files and records, manuals, handbooks, and other related materials Keeps master file updated
(@40 hrs./week)
Maintained supervisor's calendar, scheduled appointments and engagements, assembled background material, prepared notes regarding topics to be discussed, made travel arrangements, and prepared travel vouchers
(@30 hrs./week)
Where applicable, provided basic coordination and pertinent information on office functions to subordinate clerical staff and managers and other organizations Coordinated with the appropriate higher-level office to ensure clerical staff received necessary training
(@10 hrs./week)
Performed other related duties and special projects as assigned
(@5 hrs./week)
Knowledge of IRS organization, a working knowledge of the assigned organization and operations, and a detailed knowledge of the function's operations and procedures Knowledge of office and subordinate functions' policies, practices, responsibilities, priorities, commitments, and organizational structure to provide clerical and administrative assistance to supervisor and staff
(@10 hrs./week)
Working knowledge of agency regulations, manuals and directives pertaining to clerical and administrative policies and practices
Knowledge of and ability to operate a variety of office hardware and software systems Knowledge of grammar, spelling, punctuation and required formats
(@10 hrs./week)
Performed on tenor/bass trombone, euphonium, horn and tuba in concert, ceremonial and marching bands, low brass section leader, brass quintet unit leader and as featured soloist (trombone) Public Affairs/IT Officer, in charge of public relations for the band, taking photos of events, writing articles in Navy publications, in charge of Information Technology for the band, in charge of maintaining members' email accounts, other administration duties, etc
Taught general music to 375 fifth and sixth grade students Rehearsed and accompanied the Fifth/Sixth Grade Chorus and assisted with the Concert and Wind Ensembles
Developed behavior plans to work in the urban school setting
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BEHAVIOR SPECIALIST
PERSPECTIVES CORPORATION — Warwick, RI
Jun 2000 - Present
GRADUATE ASSISTANT
UNIVERSITY OF RHODE ISLAND — Kingston, RI
Sep 1999 - Present
MUSICIAN – SCHOOL OF MUSIC, SIXTH FLEET BAND, NAVY BAND NEW ORLEANS AND NAVY BAND NORTHEAST
U. S. NAVY
Jan 1991 - Present
Worked individually with children and young adults with behavior and development disabilities Developed behavior, social, self-help and language skills in both the home and community Assistant Director, University Orchestra
Rehearsed full orchestra and sectionals, maintained the orchestra library Recruitment/Outreach—five-year study of perspective students (1995-2000) Performed on tenor/bass trombone, euphonium, horn and tuba in concert, ceremonial and marching bands, low brass section leader, brass quintet unit leader and as featured soloist (trombone) Maintained and purchased musical and office equipment in excess of $250,000 for a 40-member band MASTER'S DEGREE IN MUSIC EDUCATION
May 2001 UNIVERSITY OF RHODE ISLAND — Kingston, RI BACHELOR'S DEGREE IN MUSIC PERFORMANCE
May 1989 WILKES UNIVERSITY — Wilkes-Barre, PA
Education
References available upon request
References
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