Ginette Jimenez Zambrana

• Attend inbound calls and provide assistance to individuals, applying the tax code while addressing a wide range of issues to assist taxpayers in understanding and meeting their tax responsibilities.
• Communicate in English and Spanish oral and written with individual taxpayers, their representatives, professional stakeholders, and other Government officials.
• Complete and conduct telephone interviews with a range of individuals who have varying degree of understanding, or with a third party representative e.g., practitioners, attorneys, who possesses a professional understanding.
• Provide full explanation to specific inquiries by the individual, generated by notices, or internally generated assignments.
• This involves a body of law and regulations that covers one or more types of issues each having different conditions, reporting requirements, or other regulatory provisions that significantly affect the complicate the specific obligation involved such as regulations and policies subject to frequent legislative changes or determinations, amendments or precedent decisions that affect specific conditions.
• Use sophisticated interviews techniques, to review individual circumstances and goals, and advise on the most advantageous ways to meet them.
• Develop, analyze and evaluate information involving research of records following the Internal Revenue Manual (IRM) and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or full fill regulatory requirements by completing research of the account and interpretation of account indicators.
• Research is done under supervisory direction, basic procedures and rules in applicable databases including Service-Wide Electronic Research program (SERP), Integrated Data Retrieval System (IDRS), Correspondence Imaging Inventory (COI), and other applicable information.
• Certified currently in Lines 20/21, Accounts Management (Wage and Income) also in lines 55/56 to assist Taxpayers to Schedule an appointment providing first assistance by phone or providing appointment.
• Certified to work in Paper cases, for Duplicate Returns (DUPF) and Amended Tax Return (Form 1040-X). To verify and analyze information and completion of information sent, following Internal Revenue Manual (IRM) to adjust account accordingly.
• Work in cases were Taxpayer has been recently assigned a Social Security number and has assigned previously a IRSN or ITIN and account needs Merge. This process involves research to verify and identify if the information such as federal tax files and personal information could be transferred correctly to the assigned number.

• Formulated tactics resulting in substantial increases.
• Organize daily activities including coworkers schedules.
• Assessed the effectiveness of store operations by reviewing periodic financial data.
• Review expired accounts and respectfully communicate with costumers to promote timely payments.
• Network with partnership store to gain referrals.
• Increased sales revenue by developing and implementing effective sales strategies.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Conduct employees review and complete a plan for improvement if employee was unable to achieve the discussed goals for the store.
• Complete follow up if there was a Performance Improvement Plan and make sure to provide the employee with the guidance and tools in order to achieve the company’s goals.

Awards and achievements:

Won best store profit for the following years; 2018, 2019, 2020, 2021.