Human resources management professional skilled in negotiating and arbitrating grievances. Driven to uphold ethical standards, exercising independent judgment and sound decision-making. , while working aggressively to achieve continued success.
Highlights
Exceptional interpersonal skills
Innovative
Advanced problem-solving
Great organizational skills
Professional and friendly
Careful and active listener
Strong public speaker
Multi-task
Self-Motivated
Efficient
Excellent Customer service
Decisive
Ethical
Computer-savvy
Calm under pressure
Complex problem solving
Proficient
Accomplishments
CERTIFICATIONS:
Classroom Instructor Training (CIT)
Leadership Development Program
Front Line Manager Course (FLMC)
Manager Telephone Filing Season Readiness Workshop
Uniformed Service Employment and Restoration Rights Act
Functional Manager Training
Manager Aspects of EEO
Experience
Supervisory Contact Representative 40 hours per week, 09/2013 - Current Plymouth Harbor On Sarasota Bay – Sarasota, FL,
Manage team of 13 to 16 professional employees of
Served as mentor to junior team members
Develop new processes and/or procedures to improve the sites quality
Identify potential improvements to program practices and procedures in order to enhance efficiency and quality for the site
Recommend changes to existing policies, procedures and/or practices to improve the effectiveness of projects/programs and/or administrative processes
Review processes to ensure efficiency, cost-effectiveness, transparency and accountability.
Compile and/or organize data from a variety of sources when preparing for presentations for the site
Recommend improvements and/or changes to existing policies to enhance the site programs effectiveness.
Assess program requirements and operations to make recommendations for program improvements as the quality manager for the department
Develop new processes and/or procedures that reduced over 40% of our site and departments errors to improve the sites quality and efficiency.
Identify potential improvements to program practices and procedures in order to enhance efficiency and quality for the site
Train others on analyzing and evaluating projects for the site (i.e., Training day, 1040 X, Consulted others as an expert for assistance in performing this area.
Assure optimum utilization of personnel, equipment and space for the accomplishment of all program objectives.
Review technical information, maintain a current knowledge of tax law and internal processing procedures.
Use interviewing techniques to obtain and exchange information under sensitive conditions, for example; reporting and disclosure requirements or often in sensitive situations, communicating unfavorable information orally or in writing to employees, manager's, internal and external customers, including those individuals who are evasive, irate, and unwilling to accept the Service's position.
Collaborate with coworkers to create alternative options for resolving problems.
Analyze problems from several perspectives to identify possible solutions and assess the impact of alternative solutions to a problem.
Decisively distinguish between relevant and irrelevant facts to make logical decisions.
Interview and gather information from various sources in an effort to improve programs quality and efficiency
Work with high level officials to resolve issues and problems that arise on a daily basis.
Independently prepared written materials which required no revisions and reviewed those prepared by others to ensure accuracy.
Properly manage inventory and provide additional assistance to employees, enabling them to become efficient and proficient in completing their casework.
Supervise and manage a workload that is sporadic, random and can possess a high degree of urgency that involves repeated opportunity to impact the public’s perception of the Agency through telephone and/or fact-to-face contact on a daily basis
Provide accurate and consistent information regarding programs efficiency and quality
Assist in work to be accomplished and communicate assignments to team members
Maintain program and administrative reference materials, project files and relevant background documents.
Prepare and present written summaries, fliers, brochures, agendas, procedures, instructions, briefings to subject-matter groups and/or management officials at all levels.
Review and edit documents for accuracy, grammar, adherence to policy, organization of material, clarity of expression, and appropriateness for intended audiences.
Prepare and present papers and/or Meet with high level officials, clients or customers to discuss issues.
Respond to telephone requests from colleagues, managers, or clients both inside and outside of the organization.
Conduct formal training for a group of people. Articulate policies and viewpoints to our work group and/or organization.
Analyze and solve complex problems, inspire others, build cohesiveness among diverse individuals, and reach solutions to controversial issues on a daily basis.
Independently handle difficult interpersonal situations impel or persuade others to take the appropriate course of action in matters that are controversial or uncomfortable, this task is performed daily.
Represent team findings and recommendations in meetings and deal with issues related to or that impact the team's objectives, work products and/or tasks.
Research a wide range of qualitative and quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products.
Resolve a wide range problems/issues from simple complaints to complex personnel and employee accounts
Utilize personnel automated systems and procedures to determine appropriate steps to input unusual personnel actions and to resolve rejected documents.
Utilize personal computers to gather maintain and compile statistical data on performance development activities available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security, knowledge of codes, their interrelationship and function
Participates in course development activities such as gathering data and conducting limited task analysis and preparing reports conducting task analysis, preparing reports, planning course format and design.
Research, correcting, and validating payroll corrections.
Lead Contact Representative 40 hours per week, 08/2012 - 08/2013 Internal Revenue Service – City, STATE,
Assign, direct, and reviewing the work of subordinate employees.
Planned scheduled and coordinated work operations, carry out the training and development of employees, evaluating employees' work performance, and in performing all other related administrative functions.
Assured optimum utilization of personnel, equipment and space for the accomplishment of all program objectives.
Reviewed technical information, maintain a current knowledge of tax law and internal processing procedures.
Communicated specialized information orally or in writing with employees, manager's, internal and external customers in the performance of his/her duties.
Use interviewing techniques to obtain and exchange information under sensitive conditions, e.g., reporting and disclosure requirements, including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's position.
Utilized available on-line systems, research materials, technology, tools, and processing procedures, e.g., data security, knowledge of codes, their interrelationship and function.
In-depth knowledge of IRS principles, practices, and procedures including taxpayer rights, enforcement policies and practices, payment processing and pertinent appeal procedures, as well as knowledge of service center and district office operations, processing and procedures.
Utilized inventory management procedures to control casework and conduct research, reassigning cases, properly manage inventory and provide additional assistance to employees, enabling them to become efficient and proficient in completing their casework.
Utilized investigative techniques and procedures sufficient to extract information from a variety of sources and make a determination as to the appropriateness and quality of information sources.
Supervised the workload that is sporadic random and can possess a high degree of urgency. Utilize a high degree of judgment and resourcefulness, as well as a great deal of tact and restraint in determining facts, or in developing a different approach.
Supervised work that involves repeated opportunity to impact the publics perception of the Agency through telephone and/or fact-to-face contact.
Assisted in work to be accomplished and communicate assignments, problems to be solved, issues, and deadlines.
Coached the team in the selection and application of appropriate problem solving methods and techniques.
Prepared reports and maintain records of work accomplishments and administrative information.
Represented the team for the purpose of obtaining resources and securing needed information or decisions from the supervisor on major work problems and issues that arise.
Represented team findings and recommendations in meetings and deal with issues related to or that have an impact on the team's objectives, work products and/or tasks.
Researched a wide range of qualitative and quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products.
Utilized personnel automated systems and procedures to determine appropriate steps to input unusual personnel actions and to resolve rejected documents.
Utilized written and oral communication techniques in order to explain complex programs, and to clarify difficult problems.
Resolved a wide range of complex personnel and employee account problems/issues.
Participates in course development activities such as gathering data and conducting limited task analysis and preparing reports conducting task analysis, preparing reports, planning course format and design.
Research, correcting, and validating payroll corrections.
Union Steward, 04/2009 - 08/2013 National Treasury Employees Union – City, STATE,
Provided technical guidance to management on the full range of human resources policies, practices, and matters affecting working conditions that require consultation with NTEU (National Treasury Employees Union), including unfair labor practices, disciplinary grievances, and appeals.
Briefed and present materials to executive level officials regarding Labor Relations issues.
Educated members about the terms and conditions of their collective bargaining agreement and answer questions
Enforced the collective bargaining agreement with agency.
Responded to inquiries from management and anticipate needs regarding union rights, employee rights, implications of recent arbitration decisions, FLRA regulations, etc.
Alerted management to labor relations' implications in proposed management decisions.
Worked directly with the agency regarding all grievances and disputes, including the investigation and presentation of grievances and the direct representation of Members who are subject to discipline, discharge or removal.
Developed and implement methods/approaches that contribute to effective employee/union/management relationships.
Establish contacts with higher level management; supervisors outside the immediate organization; staff members in other IRS offices, individual taxpayers, proprietors, officers of small to very large business, and/or with their attorneys or representatives.
Contact Representative 40 hours per week, 01/2008 - 08/2012 Internal Revenue Service – City, STATE,
Utilized TAMIS, CIS, IDRS, AMS, RTR, EUP, SERP, and IAT Tools to determine the actions needed to accurately and efficiently resolve the taxpayers issue with regards to the Internal Revenue Manual (IRM), Internal Revenue Codes (IRC) and regulations.
Worked cases, determining the taxpayer's ability to pay delinquent account and takes actions as required to close the account.
Performed excellent customer service skilled on phone and paper cases
Researched IDRS and other data base sources for information to locate taxpayers and their assets.
Identified Math errors in areas such as EIC, Exemptions, Child Care Credit, Standard Deduction and other items that were initially reported on the Form 1040 and 1040X and accurately resolved Math Error Notices
Identified Underreporting of Income
Ensured Disclosure check performed to prevent unauthorized disclosure.
Maintained inventory on First in First out bases, giving priority to cases coded as such.
Updated case history on applications such as IDRS, CIS, and AMS.
Performed necessary research using IDRS and AIMS generated material, and orders documents and transcripts pertinent to issues.
Computed/recomputed gross income, and made appropriate adjustments based on information on the tax returns and schedules, information supplied by the taxpayer, taxpayer's representative, and or third party as well as individual judgment of overall case intent.
Transcript AM09 -Trained to review cases and make educated determinations on who is/is and where the credits belong.
Accurately adjusted accounts and corresponded with all taxpayers, correct and incorrect, to assist in determining who the correct taxpayer is and make any adjustments necessary to satisfy each account
No Merge trained to review cases and make educated determinations on finding the correct TIN for each taxpayer correctly merge taxpayer's account removing incorrect account information from their account
NTA Specialist-National Taxpayer Assistance line trained. Utilized TAMIS along with IDRS and other available tools to assist customers with determining the hardship they are experiencing, directing taxpayers to the correct agency when NTA is not the correct agency for their needs
Instructed and Coached-Classroom instructor providing newly hired CSR's with the critical knowledge and skills necessary to correctly complete the job of a customer service representative within the IRS
Coached new employees on the necessary skills to successfully complete the job of customer service representative with the IRS
Performed as a Subject Matter Expert teaching various tools to seasoned as well as newly hired customer service representatives.
Education
Bachelor of Science: Business Management & Administration, Expected in 2015 - Columbia Southern University - Orange Beach, AL GPA:
Associate of Science: Business Management & Administration, Expected in 2010 - Colorado Technical University - Colorado Springs, CO GPA:
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School Attended
Columbia Southern University
Colorado Technical University
Job Titles Held:
Supervisory Contact Representative 40 hours per week
