Multifaceted and results oriented professional with over 16 years experience in Internal Revenue Service Small Business and Self Employed collection procedures, regulations, concepts and other official guidance and principles in a call center environment. Competent to execute dual responsibility of successfully managing team of Contact Representatives and federal pilot program, Taxpayer Digital Communication Initiative (Text Chat), of 11 Contact Representatives. Maintaining broad technical knowledge of all aspects of business relating to Internal Revenue Service collections including Submission Processing, Enforcement, Appeals, Taxpayer Digital Communication Initiative (Text Chat) Pilot program and Compliance services. Excellent writing skills, decisive, critical thinking ability and well organized leader with proven ability to accomplish objectives and engage audience. Outstanding relationship building, training and presentation skills. Talented oral/written communication, skilled negotiator/mediator with task management and customer service abilities. Effective at time management with proven ability to meet strict deadlines. Leadership quality that goes above and beyond to strengthen and boost agency work ethic, organizational goals and morale.
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As SB/SE ACS Supervisory Contact Representative, I supervise one Lead Contact Representative and 19 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 strongly support inclusion and diversity within the agency. I successfully maintain and monitor internal management control systems such as SETR, eWFM, ACEYUS and 5081. I cultivated an excellent relationship with FMLA and Reasonable Accommodation Coordinators. I work with senior management and Labor Relations for disciplinary matters. I maintain current knowledge and updates to NTEU contracts/agreements as well as IRM and IRC policy and procedures. I create meeting agendas and conduct team meetings. I prepare training materials to assist with employee development 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. I effectively execute my dual responsibility of being POC/Coordinator over 11 Text Chat Pilot Program Initiative Contact Representatives, which reports to the Commissioner and is important component of IRS Future State Initiative. I provide agendas, conduct meetings, complete chat monitors, analyze trends, work with internal and external stakeholders and report my findings to headquarters.
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 professionally and successfully execute my Lead responsibilities as follows:
My duties are to educate the 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. I interpret in detail tax assessments, federal forms, IRS correspondence and other issues that cause the taxpayer to owe. I have proven ability to collect, analyze and document taxpayer financial statements and interpret best arrangement to help meet IRS mission. I am knowledgeable of Disclosure requirements relating to IRS procedures. I handle confidential internal and faxed material. I am a team player but able to work independently. I have great negotiating and mediation skill where I am able to diffuse the most upset taxpayer. I 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 the call-site. I have a professional appearance, positive attitude, exude confidence and always have a willingness to learn and teach. I am always asked by senior management my opinion on new system roll outs and technical changes to the Internal Revenue Manual, that happen in a fast paced and ever changing call-site environment. I served two successful 120 day Acting Lead assignments in 2017.
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