Supervisory Contact Representative Resume Example
Results oriented, solid professional with over 18 years extensive experience in LOS goal delivery within Internal Revenue Service SB/SE collection division. Specialized/Trained in procedures, policy regulations, concepts and official government guidance in addressing and resolving taxpayer collection compliance issues. Committed to maintaining professional relationships to increase quality and drive business results. Proven ability to successfully multitask managing and completing operational goals with leading group of 16 Contact Representatives, serving as TDC POC and TDC Detroit Project Manager; platform/basis for AI 2021 algorithm bot, IRS.gov service. Extensive working knowledge of IRS, IRC and IRM agency procedures including Submission Processing, Enforcement, Appeals, TDC (Text Chat) Pilot program and W&I services. Excellent writing skills, decisive, diplomatic communication, critical thinking ability and well organized leader with proven ability to accomplish objectives and engage audience. Advanced training and skillful in developing leadership competencies within employees. Negotiator/mediator with ability to deescalate situations and surpass productivity and quality targets in high volume settings. Effective at time management with proven ability to meet strict deadlines and surpass strategic goals.
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Department Of Veterans Affairs – Sikeston , MO
As SB/SE ACS Supervisory Contact Representative, I supervise one Lead Contact Representative and 16 Contact Representatives, to meet agency and departmental measures, objectives and goals. I use my exemplary leadership skill to influence, develop, engage and support employees to reach their fullest potential. I utilize my sharp writing and communication skill to ensure quality, administrative, performance and conduct issues are properly addressed, discussed and/or documented with employees by being committed to employee engagement. I prepare polished written mid-year and annual appraisals. I am the go to person to create and present workshops and presentations for the operation and Directorate. Many of my presentations have been shared with IRS Directors, nationwide. I successfully maintain and monitor internal management control systems. Showcasing and executing my ability to multitask and project manage, 10/2019 - 6/2021, I successfully served as (POC) and Project Leader for IRS Future State Initiative, Taxpayer Digital Communications Pilot, Text Chat, which reports to the Commissioner. In those roles I worked and created relationships with IRS campuses nationwide to ensure success of pilot roll out. November 2020, this pilot program was adopted and was added to the Internal Revenue Manual. This pilot will serve as platform/basis for creating chat bot algorithm. I established and facilitated bi-weekly meetings, created agendas, brainstormed issues, reviewed analytics and statistics to identify trends, complete monitors, work with internal and external stakeholders and provided suggestions to headquarters in which two were implemented on nationwide level. I successfully led team of 12 Contact Representatives/Chatters, to assist nationwide Federal Pilot in reaching the tremendous milestone of receiving and addressing 1 million chats, June 2021. I achieved this goal while still successfully maintaining my team of telephone representatives. I maintain current knowledge and updates to NTEU contracts/agreements as well as IRM and IRC policy and procedures. As Supervisory Contact Representative, I create meeting agendas and conduct team meetings. I prepare training materials to assist with employee development, quality and support operations to produce high quality results. I actively participate operation wide in development and coaching of employee skillsets. I monitor monthly required telephone calls, input results on NQRS and provide feedback to employees.
- Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads
- Research and develop training materials for employees
- Interview new hires
- Conduct mock interviews to assist in developing employees
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Demonstrated proficiency of Risk Management
- Successfully managed changing priorities with high volumes of work
- Resolve formal and informal complaints; refer others to next level manager and Labor Relations
- Actively troubleshoot employee IT issues
- Proficient in telework management
- Successfully assisted Detroit ACS Remote Operation transition to telework during COVID-19 Pandemic
- Ability to successfully engage and motivate employees in telework environment
- Analyze reports and statistics and implement creative strategic planning to ensure program goals and successes
- Analyzed trends and performance data and achieved superior customer satisfaction ratings across team.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Assisted peer managers with engagement strategy suggestions in era of pandemic and telework environment
- Represented ACS Detroit in nationwide meetings and conference calls for special projects and initiatives
- In Acting Role of Department Manager, I coached new Acting Managers in conflict resolution, addressing their teams about sensitive issues and time management, assisted seasoned manager on monitoring Lead progress, facilitated Department Manager meetings and insured operation reports were completed and submitted before deadline
Department Of Defense – Reston , VA
As Lead Contact Representative, I carry out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. I am a work leader over employees performing work on the customer service toll-free system used by the public to resolve issues and obtain information about tax administration. I assist management by assessing trends, performance and conduct issues amongst employees operation wide. I provide administrative and technical assistance to individuals and/or businesses by telephone and/or correspondence. This work involves a diversity of issues/problems related to a wide range of tax processing regulatory requirements and procedures administered by the Internal Revenue Service. I coached team members on best practices of how to investigate and research all internal and external resources available to ensure accuracy of information provided by taxpayers, such as West Law, Bankruptcy court filings, Lexis Nexis. I professionally and successfully execute my Lead responsibilities as follows:
- Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads
- Perform work that is of same kind and level as employees being led
- Amend or reject work not meeting established standards and refers to supervisor any problems on meeting performance standards
- Maintain current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees
- Resolve simple informal complaints; refer others to supervisor, report on performance, progress and training needs of employees and on disciplinary problems
- Perform administrative duties in absence of manager. Make suggestions concerning personnel actions and recognition of outstanding performance
- Assist Operation Manager with Risk Management process and analysis, monthly
- Research and develop training materials for employees
- Assist in development of employees to reach their best potential
- Effectively assisted Department Manager with ensuring appropriate forms necessary to employee EPF's were properly maintained and up to date
H-E-B – Kingwood , TX
Duties are to educate taxpayer, negotiate proper payment options, address a wide range of issues that require unique solutions and apply Internal Revenue Service tax laws and regulation to assist taxpayer. Interpret in detail tax assessments, federal forms, IRS correspondence and other issues that cause taxpayer to owe. I have proven ability to collect, analyze and document taxpayer financial statements and interpret best arrangement to help meet IRS mission. Knowledgeable of Disclosure requirements relating to IRS procedures. Handle confidential internal and faxed material. Team player but able to work independently. Great negotiating and mediation skill where able to diffuse the most upset taxpayer. Input account adjustments and have technical skill in bankruptcy/Federal Tax liens and levy laws as well as proven skill in IRS internal systems such as IDRS, ACSweb, LexisNexis/Accurint, IAT Tool, Quick Pads and Westlaw. I volunteer to conduct workshops and prepare job aids to assist call-site. Professional appearance, positive attitude, exude confidence and always have willingness to learn and teach. Always asked by senior management of opinion on new system roll outs and technical changes to Internal Revenue Manual, that happen in fast paced and ever changing call-site environment. Served two successful 120 day Acting Lead assignments in 2017.
Dillard University - City, State
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Resume Overview
School Attended
- Dillard University
Job Titles Held:
- Supervisory Contact Representative
- Lead Contact Representative
- Contact Representative
Degrees
- Associate of Arts : English , 04/2000
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