Adriel E. Rivera Bonilla

Duties and Responsibilities

• Communicated with a wide range of taxpayers and their representatives about tax accounts.
• Addressed taxpayer inquiries from direct interactions or IRS notifications, ensuring clear and accurate information delivery.
• Investigated account records and case histories to evaluate each inquiry's context effectively.
• Reviewed extensive tax laws and regulations to clarify complex filing obligations.
• Provided expert guidance for resolving tax issues, maintaining alignment with applicable policies.
• Ensured the protection of sensitive taxpayer information in accordance with IRS confidentiality policies, disclosure regulations, and applicable federal privacy laws.

Knowledge

• Comprehensive knowledge of, and skill in applying, individual tax law, Internal Revenue Manuals (IRMs), and the Internal Revenue Code (IRC), including relevant methods, precedents, and procedural guidelines.
• Proficient in reviewing and interpreting technical updates to maintain current knowledge of tax law, regulations, and internal processing procedures.
• Skilled in effectively and professionally communicating specialized information, both orally and in writing, with internal and external customers.
• Knowledgeable in investigative techniques and procedures, with the ability to extract critical information from various sources, and assess the appropriateness and reliability of that information.
• Operates independently, with minimal supervisory oversight, in daily contact work, demonstrating initiative and accountability in all responsibilities.
• Trained in multiple IRS systems and programs, including Accounts Management, Taxpayer Assistance Center (TAC), Taxpayer Protection Program (TPP), and Automated Questionable Credits (AQC).
• Skilled in processing amended returns and handling taxpayer correspondence in accordance with applicable IRMs and IRS procedures.

Special Assignments

• Served as a work leader, providing technical expertise and guidance to team members on complex tax issues, and procedural matters.
• Conducted team meetings to share IRM and Alert updates, address inquiries, and reinforce policy changes, and procedural clarity.
• Developed job aids and reference materials to enhance team understanding, efficiency, and consistency in case processing.
• Assigned to work on specialized inventory, including open controls, unpostables, and referrals from the 4442 team, requiring in-depth knowledge of IRS systems and procedures.

Duties and Responsibilities

• Delivered exceptional customer service by engaging with clients, answering questions, and ensuring satisfaction with car wash services, demonstrating effective communication skills, and professionalism.
• Ensured high standards of service quality by paying close attention to detail and thoroughly completing car wash tasks, maintaining a focus on accuracy and quality.
• Efficiently managed multiple tasks in a high-volume, fast-paced environment, meeting customer needs in a timely manner, while maintaining quality service.
• Actively addressed customer concerns or complaints about service quality, offering solutions, and ensuring customer satisfaction.
• Adhered to company policies, safety standards, and operational procedures, ensuring compliance with all requirements.
• Collaborated effectively with team members to ensure smooth operations and timely completion of tasks, demonstrating teamwork and communication skills that are essential in fast-paced environments.
• Managed time efficiently to balance tasks, prioritize customer needs, and maintain workflow, demonstrating strong organizational and time-management skills.