Towanda Glenn
Kansas City,MO
Summary
Experienced IRS professional with over 10 years of proven success in federal service roles, blending strong customer service skills with accurate, high-volume data processing. Trusted to manage confidential taxpayer information and resolve complex issues with care, clarity, and professionalism. Skilled in using multiple IRS systems, handling sensitive communication, and keeping operations running smoothly. Dependable, adaptable, and ready to bring a strong work ethic to any challenge.
Overview
14
14
years of professional experience
Work History
Contact Representative
Internal Revenue Service
01.2013 - Current
- - Deliver daily support to taxpayers by phone and mail correspondence by helping resolve account questions, notices, and payment concerns in a clear and professional manner.
- Identified and resolved discrepancies and errors in customer accounts.
- - Regularly schedule follow-ups and document calls with accuracy using IRS systems (IDRS, IAT).
- - Resolve complex taxpayer issues by researching and applying the Internal Revenue Code.
- - Maintain strict confidentiality while handling sensitive personal and financial information.
- - Known by peers and supervisors for reliability, thorough case documentation, and a calm, helpful attitude under pressure.
- Key Highlights:
- Assisted hundreds of taxpayers with compliance and resolution.
- Maintained consistent accuracy and call resolution metrics.
- Trusted to handle sensitive cases requiring discretion and care.
Clerk (Office Automation) - Data Entry
Internal Revenue Service
01.2012 - 01.2013
- - Entered and processed large volumes of RAVIS/IVES requests with a strong focus on accuracy and speed.
- - Reviewed, validated, and corrected forms before submission, ensuring full compliance with IRS rules.
- - Sent rejection notices for incomplete documentation, explaining the issue in simple, professional terms.
- - Batched, labeled, and mailed processed and rejected documents per daily quotas and procedures.
- Key Highlights:
- Consistently met or exceeded productivity and accuracy goals.
- Recognized for clean, organized processing of large volumes of work.
Education
Bachelor - Theatre Arts
University of Arkansas at Little Rock
Little Rock, AR05.2005
Skills
- - High-volume customer service
- -Strong interpersonal skills
- -Data entry proficiency
- -Goal oriented
- - Phone-based problem resolution
- - IRS systems (IDRS, IAT)
- - Appointment scheduling and case tracking
- - Fast and accurate data entry
- - Clear, professional communication
- - Federal compliance and confidentiality
- - Time management and multitasking
- - Strong teamwork and self-motivation
- - Microsoft Office (Word, Excel, Outlook, PowerPoint)
- - Microsoft Teams, Skype, Zoom
- - Internet research and federal system navigation
Timeline
Contact Representative
Internal Revenue Service
01.2013 - Current
Clerk (Office Automation) - Data Entry
Internal Revenue Service
01.2012 - 01.2013
Bachelor - Theatre Arts
University of Arkansas at Little Rock
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