The document provides information on two federal jobs held by Josie Littleton. Her most recent role was as a Program Support Assistant at the U.S. Department of Housing and Urban Development from 2014 to present. Prior to that, she worked as a Customer Representative at the United States Treasury IRS from 2007 to 2014. In both roles, her duties involved answering calls, processing paperwork, using computer systems, and providing assistance to clients and taxpayers. She also demonstrated strong communication, research, and problem-solving skills.

1. U.S. Dept. of Housing and Urban Development
DENVER, CO United States
08/2014 – Present Series: 0303
Pay Plan GS Grade: 7
Hours per week: 40
Program support Assistant (This is a federal job)
Duties, Accomplishments and Related
Skills:
I Professionally answer incoming telephone calls and greet visitors when needed. I
respond to routine questions from clients; routes visitor’s callers to appropriate
respondent; and takes messages when staff are unavailable to immediately answer
inquiries when needed.
Responsible for Scanning and uploading files to the appropriate department.
I’m responsible for inputting data into and retrieve data from the appropriate data
systems.
I review monthly reports and identify incomplete reports and maintain databases relative
to the assigned program and investigate discrepancies.
I identify, analyze, and recommend solutions to problems in organizational structure,
staffing, administrative procedures...
I have good Communication Skills, Knowledge of office automation software as well as
skill in performing administrative and clerical duties.
Experience conducting research and analysis of case facts.
Experience analyzing financial statements.
I work with the Siebel System on a daily basis to resolve customer’s issues. On a daily
bases I process the following: CAIVRS, QC Endorsement, QC Nora’s, MIC Corrections,
Case Cancellations, Reinstatements, Case transfers and 45 Day letters as needed for
lenders or borrowers and make contact with them as needed.I am proficient with
numerous comprehensive computer software systems AND effectively use every day to
include; MICROSOFT WINDOWS, EXCEL, QUICKBOOKS, SIEBEL CALL
CENTER SYSTEM, NEIGHBORHOOD WATCH, CHUMS, FHA CONNECTION,
SHAREPOINT, TRANS ACCESS and TAP TRACK.

2. United States Treasury IRS
Denver, CO United States
02/07/2007 07/28/2014
Pay Plan GS Grade 8
Hours per week: 40
Customer Representative (This is a federal job)
Duties, Accomplishments and Related
Skills:
I Professionally complete tax resolutions using historical data, detailed research and
asking targeting questions. I work with taxpayers, third party representatives, CPAs and
attorneys who have varying degrees of understanding of the Federal Income Tax
Regulatory System. I work independently and often in conjunction with various other
departments such as bankruptcy or the under reporter unit of the IRS to resolve cases. On
a daily bases I collect delinquent tax and secure delinquent returns from taxpayers and
determine the best necessary actions to resolve the account. I evaluate the taxpayer’s or a
business’ financial information to determine their ability to pay on daily bases. I develop
and implement courses of action to resolve the account. Taxpayer’s issue once identified;
some cases require further investigation so additional research must be done. I request
additional documents (by E-FAX, or FAX); when necessary I forward the case for
manager approval as specified by the Internal Revenue Manual (IRM). I employ
regulations and policies subject to frequent legislative changes, or administrative
determinations, amendments or precedent decisions that affect specific conditions and
outcomes of taxpayer cases. By respecting and explaining the taxpayer’s rights, IRS
policies and procedures. I keep abreast of changes to accurately resolve issues relating to
deductions, exemptions, exclusions, gift taxes, capital gains and associated liabilities. I
utilize sophisticated interviewing techniques to effectively discuss and make
recommendations. I elicit sensitive information that is personal in nature such as innocent
spouse determination, bankruptcy, and personal and business finance information. I make
determinations and sound judgment concerning controversial matters in reporting as
appropriate independently. Through written and verbal communication, I complete
account follow-up actions by sending letters, issuing levies and liens, releasing levies and
liens, changing address information, preparing and routing forms necessary to ensure
completion of accounts. I am proficient with numerous comprehensive computer
software systems AND effectively use everyday to include; IDAP, ELMS, IAGRE,
SERP, MICROSOFT WINDOWS, EXCEL, QUICKBOOKS, ACSWEB, IDRS, IAT,
AMS HISTORY IAT and ENMOD. I am knowledgeable of and apply IRS principles,
practices, and procedures, as well as enforcement policies, and advise taxpayers of appeal
rights. I developed organization file systems that allows for quick reference of most used
IRMs (Internal Revenue Service Manuals), pending taxpayer actions, and sanitized
examples of unique cases that I refer to for guidance. I protect taxpayer privacy by
logging off computer system when leaving my work area even for brief moments.
ACCOMPLISHMENTS: Recipient of numerous 100% National Quality Monitors 2007-
2014
Volunteered side-by-side assisted training for New Hire Classes 2008, 2009 and 2010.

3. Selected to go to De Moines, IA in 2010 to help open up a new call site and train all the
new employees to ACS Procedures.
Member-Morale Community: (2008,2011,& 2013) Through diligence, creativity,
meetings, discussion, scheduling events, work to build the morale up in the call center
and keep open lines of communications going from employee to managers.
Selected as Representive for team as the WIG (Wildly important goals committee) for
Denver call site. We are required to meet several times a month to brainstorm and come
up with different goal and ideas for the call site.
IRS Denver Site Instructor -Selected to instruct and train the New-hires in 2012;
Classroom Instructor taught 12 2-4Hour segments a total of 25 times.
Volunteer – CITC Program 2009-2010 The skills offered in this program are applicable
to so much more than just the classroom. It prepared me to teach”the IRS way” but gave
me the tools and flexibility to make each class easier for myself.
Selected for Mentor/ Protégé Program 2010-2012. Selected into Management Mentor
Program which entails: Manager Details, reading on own initiative management related
manuals), discussion with assigned mentor. CLP updates.
Selected for Lead Development Program (2011 and 2012): Selected for future Lead
positions through a Lead Development Training to continue onto Management.
Acting Manager Details: 2010, 2011, 2012 and 2013 Completed Managerial
assignments.
Acting Lead Details 2009, 2010, 2011 and 2013: Completed duties of Team Lead in
absence of Lead. Assisted CRs (Collections Reps) with difficult cases, enabling Denver
to be #1 across nation in 2012.
*Completed 1-YR Mentor/Protégé Program April 2013(graduated)
*Completed 1-YR Lead Mentor Program (graduated)
*Instructor 2009,2010,2011 and 2012 CPE Exam
*Completed 1 – YR CITC ( Classroom Instructor Training Course) July 2009 (
graduated)
Education – Master Courses Completed
PSY105 – Introduction to Psychology
BUS200 – Principles of Management
BUS209 – Federal Acquisition & INT
BUS290 - Business E INT
BUS340 – Contract
MAT090 – Fundamentals of Mathematics
ENG090 – Writing Fundamentals
BUS100 - Introduction to Business
LEG100 – Business Law I
CIS105 – Introduction to Info Systems
BUS107 – Fundamentals of E-Business
ECO100 – Principles of Economics
ACC100 – Accounting I
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Josie Littleton