Gianna Picorelli
Elkins park
Summary
Customer Service position to leverage my excellent communication and problem-solving skills to provide exceptional customer support and drive customer satisfaction.
Experienced in analyzing and processing tax returns and related documents. Proficient in applying tax laws, regulations, and policies to ensure accurate and timely tax assessments. Skilled in conducting audits, resolving taxpayer inquiries, and maintaining confidential taxpayer information.
Overview
28
28
years of professional experience
Work History
Tax Examining Technician (bilingual Spanish) GS-05/02
Internal Revenue Service
07.2024 - Current
- Analyzes replies to all AUR notices that propose adjustments to income, deductions, payments and/or taxes in which the taxpayer disagrees
- Enter data in the automated act to generate notices, issue revised notices and other letters.
- International department- Translate letters from Spanish to English
- Take appropriate actions to close cases.
- May contact third party taxpayer, POA to secure or clarify information.
- Identifies payer agent information and follows procedures for resolving issues.
Contact Representative GS 05/01
Internal Revenue Service
07.2023 - 07.2024
- Reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.
- Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold.
- Make determinations and use of judgment concerning controversial matters in reporting as appropriate the degree to which the understand the responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
- Develops, analyzes and evaluates information involving the research of records 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 fulfill regulatory requirements.
TSA- AIRPORT TRANSPORTATION SECURITY
07.2022 - 10.2022
- Operating various screening equipment and technology to identify dangerous objects in baggage, cargo and on passenger, and preventing those objects from being transported onto aircraft.
- Performing searches and screening, which may include physical interaction with passengers (e.g., pat-downs, search of property, etc.), conducting bag searches and lifting/carrying bags, bins and property weighing up to 50lbs.
- Controlling terminal entry and exit points.
- Interacting with the public, giving directions and responding inquiries.
- Engaging in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by identifying, evaluating and applying appropriate situational options and approaches.
Customer Service- Bilingual customer service
Social Security
08.2021 - 07.2022
- Immigrations information
- Review problems to identify significant factors, gather pertinent data and recognize solutions
- Plan and Organize work
- Communicate effectively
Aerotek
07.2021 - 08.2021
- Assist clients with insurance coverage
- Help with any modifications on their insurance
- Help with personal changes and concerns
- Help with finding providers directory
Customer Specialist (IRS project)
Maximus
06.2021 - 07.2021
- Help clients with their economic payment questions
- Direct client to file the recovery credit claim
Customer Specialist (Pandemic Unemployment Assistant-Maximus)
Aerotek
05.2020 - 06.2021
- Handle clients with difficult situations and provide best information
Seasonal Clerk
TARGET
11.2019 - 01.2020
Property Damage Inspector
Antilles Insurance Company
10.2017 - 11.2019
- Evaluated and inspected personal property in order to estimate the level of damage while showing empathy and providing excellent service.
- Photographed and documented all findings in an organized manner for reporting.
- Prepared and provided an assessment report required by the insurance agency for processing.
Debark and Embark Agent
Sun Rico and Tours
02.2016 - 11.2019
- Provided excellent customer service to all passengers by ensuring that their check-in and check-out documentation was correct.
- Managed customer complaints and resolved issues to ensure the customer was provided with a seamless experience and service.
Reservation Agent
Ferries Del Caribe
05.2018 - 10.2019
- Provided services to clients with reservations for ferries, hotels and transfers
- Handled customer concerns and solved their issues in a timely and professional manner
- Onboarded new agents by providing on the job training and mentoring to ensure company standards were met.
Document Supervisor
FEMA/LINK-ACTIVE
10.2017 - 05.2018
- Contact clients to document all property damage claims and enter these into the computer system.
- Assist clients with reporting and filing of the appropriate paperwork to submit their claims.
- Maintain communication with clients to provide document approvals in order to proceed with the required repairs.
Wholesale Assistant
Travel Services Inc.
10.2006 - 11.2007
- Worked with travel agents and agencies around the world who offered Puerto Rico as a travel destination to provide assistance with reservations.
- Booked reservations for hotels, transfers, and tours to meet the customer’s requests.
- Responsible for coordinating tourist group activities and ensuring the guests received a wonderful and enjoyable experience.
- Managed difficult customer situations by providing adequate solutions with regards to customer travel plans until customer was fully satisfied.
Travel Agent
Viajes Galianas
01.2005 - 10.2006
- Provided excellent customer service by advising travelers of the best destinations and travel experiences available to exceed their expectations.
- Worked with more than fifty travel agents and individual clients, booking hotels, air and transfers.
- Solved any customer travel situations or concerns and followed up with customers to ensure satisfaction.
- Served as a car rental representative for Hertz.
Reservation Agent
The Walt Disney Company
07.1999 - 12.2004
- Certified Guest Services cast member.
- Responsible for providing guests with a seamless experience and creating a magical vacation to not only meet but exceed their expectations.
- Booked dining, hotel accommodations, airlines and various tours, such as backstage tours, fireworks viewing, VIP American Express sections and Destination Disney tickets.
- Handled guest’s concerns and suggested alternatives to meet their vacation wishes.
Embarkation Agent
Royal Caribbean Cruise
06.1997 - 07.1999
- Supervised embarkation /checked-in cruise passengers.
- Handled Immigration documents and processed non-US citizens.
- Arranged assistance for passengers with disabilities.
Education
MS - Criminal Justice Administration
University pf Phoenix
06.2026
BS - Business Management
University of Phoenix
01.2010
Skills
- Customer service
- Customer Experience
- Team player
- Excellent problem solver
- Time Management
- Employee training
- Tech Curious
- Data analysis
- Research skills
- Conflict resolution
- Documentation skills
- Effective communication
- Critical thinking
Timeline
Tax Examining Technician (bilingual Spanish) GS-05/02
Internal Revenue Service
07.2024 - Current
Contact Representative GS 05/01
Internal Revenue Service
07.2023 - 07.2024
TSA- AIRPORT TRANSPORTATION SECURITY
07.2022 - 10.2022
Customer Service- Bilingual customer service
Social Security
08.2021 - 07.2022
Aerotek
07.2021 - 08.2021
Customer Specialist (IRS project)
Maximus
06.2021 - 07.2021
Customer Specialist (Pandemic Unemployment Assistant-Maximus)
Aerotek
05.2020 - 06.2021
Seasonal Clerk
TARGET
11.2019 - 01.2020
Reservation Agent
Ferries Del Caribe
05.2018 - 10.2019
Property Damage Inspector
Antilles Insurance Company
10.2017 - 11.2019
Document Supervisor
FEMA/LINK-ACTIVE
10.2017 - 05.2018
Debark and Embark Agent
Sun Rico and Tours
02.2016 - 11.2019
Wholesale Assistant
Travel Services Inc.
10.2006 - 11.2007
Travel Agent
Viajes Galianas
01.2005 - 10.2006
Reservation Agent
The Walt Disney Company
07.1999 - 12.2004
Embarkation Agent
Royal Caribbean Cruise
06.1997 - 07.1999
MS - Criminal Justice Administration
University pf Phoenix
BS - Business Management
University of Phoenix