Matthew Rivera
Methuen
Summary
Prompt and professional Contact Rep/Office worker successful in applying strong communication and problem diagnosis skills to each customer issue. Solid history of maintaining team productivity and quality targets in high-volume settings. Skillful in documenting casework paper trails and providing insight into account resolutions.
Overview
6
6
years of professional experience
Work History
GS-8 Contact Representative
Internal Revenue Service
10.2020 - 09.2025
- Responsible for reviewing taxpayer accounts in regards to inquiries received via mail correspondence, electronic case inventory, and telephone contacts.
- Maintain accuracy using Internal Revenue Manual references to justify account actions, and uphold quality to five "critical job elements" (timeliness, professionalism, statutory accuracy, procedural accuracy, and customer accuracy).
- Process Individual Income Tax Return forms and all related Schedules.
- Utilize the IRS's Integrated Data Retrieval System (IDRS) and associated workflow tools to perform concise and efficient research of taxpayer accounts.
- Secure Personal Identifying Information (PII) to Treasury standards in the process of completing casework; Using NARA guidelines to sanitize and protect PII after usage.
- Use Microsoft Excel to prepare data ingestion spreadsheets, pivot tables to summarize large data sets, and VBA automation scripts for easier visualization and workflow optimization.
- Supervisor: Alba Randolph (631-977-5465)
- Okay to contact this Supervisor: Yes
Part Time Office Assistant
Riverhead Department of Social Services, HEAP Department
06.2019 - 08.2019
- Staff a face-to-face interview window and provide intake & application assistance to Home Energy Assistance Program applicants.
- Utilize a state data retrieval system to research applicant information for previous case history, current eligibility, and potential account issues.
- Discuss temporary assistance agreements with liaisons from local power companies for applicants.
- Physically catalogue daily case intakes for review throughout the application process, and enter weekly case histories into the state data retrieval system for archival
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Supervisor: Cynthia Spanburgh (631) 852-3500
- Okay to contact this Supervisor: Yes
Education
Associate's degree - Computer Art A.A.S.
Suffolk County Community College
Riverhead, NY05.2019
Bachelor of Arts - Journalism
Stony Brook University
Stony Brook, NYSkills
- Interpersonal talent
- Data entry proficient
- Socially Perceptive
- Research oriented
- Adept customer support
Availability
- Job Type: Permanent, Temporary, Term, Detail
- Work Schedule: Full-time, Part-time, Shift work, Multiple Schedules
Timeline
GS-8 Contact Representative
Internal Revenue Service
10.2020 - 09.2025
Part Time Office Assistant
Riverhead Department of Social Services, HEAP Department
06.2019 - 08.2019
Associate's degree - Computer Art A.A.S.
Suffolk County Community College
Bachelor of Arts - Journalism
Stony Brook University
Similar Profiles
Debbie BalsitisDebbie Balsitis
Case Advocate at Internal Revenue Service-Taxpayer Advocate ServiceCase Advocate at Internal Revenue Service-Taxpayer Advocate Service
Towanda GlennTowanda Glenn
Contact Representative at Internal Revenue ServiceContact Representative at Internal Revenue Service
Meredith RenfroMeredith Renfro
Correspondence Examination Technician at Internal Revenue ServiceCorrespondence Examination Technician at Internal Revenue Service
Mistie GonzalesMistie Gonzales
Tax Examiner/Data Transcriber at Internal Revenue Service, IRSTax Examiner/Data Transcriber at Internal Revenue Service, IRS
Kerri MoranKerri Moran
Kindergarten Teacher at Malden Public SchoolsKindergarten Teacher at Malden Public Schools