Yyyyyy x. yyyyyy

Senior Manager

Quality Management & Improvement ~ Cost Control ~ Staff Development & Engagement

Program / Service Delivery ~ Multi-Site Operations Management ~ Proactive Problem Solving

         Steadily advanced throughout a series of promotions with the Internal Revenue Service based on outstanding performance, ambition, loyalty, integrity, and team leadership talents.

         Championed delivery of no-cost tax return preparation and financial education services administered by 1,526 volunteers at 485 sites during most recent tax filing season.

         Excel at mentoring, coaching, performance management, elevating morale, and generating enthusiasm and confidence among all personnel.

         Consistently received performance awards throughout management career including 2015 Director's Managers Choice award and 2016 Public Service award.

         Highly regarded for resilience and resourcefulness; skilled at promoting multi-skilled team competencies via nurturing, empowering, and inspirational leadership.

         Contribute dynamic communication skills toward effectively liaising between executives and internal/external stakeholders in support of achieving corporate objectives

         Adept at analyzing existing practices and steering process improvements to drastically elevate customer service and satisfaction while reducing expenses.

Internal Revenue Service, Detroit, MI 2006 to Present

Senior Manager, Stakeholder Partnerships, Education and Communication (SPEC) 2013 to Present

         Direct team of nine in managing partnerships with external organizations to provide free tax preparation services through programs such as Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE).

         Spearhead outreach efforts to reach client population spanning disabled, veteran, Native American, non-English speaking, rural, and lower-to-moderate income.

         Delegate tasks to employees, conduct performance evaluations, and provide constructive feedback.

         Manage staff in contacting organizations, groups, and institutions to solicit support, sites, and volunteers.

         Orchestrate team-building initiatives and regular meetings to increase departmental cohesiveness, and effectively mentor less experienced managers.

         Share information and resolve problems as integral member of the Senior Manager Local Council since 2006.

         Lobbied for and received authorization to streamline process of approving travel requests.

         Introduced an open door policy and bi-weekly one-on-one discussions with employees.

         Distributed assessments to identify specific training needs and arranged ongoing refresher training to enhance staff performance and overall productivity.

Senior Manager, Field Assistance 2006 to 2013

         Directed full-scope daily operations across 15 Taxpayer Assistance Centers (TACs) comprised of 80+ personnel and five managers serving taxpayers in Michigan, Northern Ohio and Northern Indiana.

         Provided impactful guidance to boost quality service, mitigate performance issues, and increase data security.

         Revealed training needs of managers and employees and organized professional development opportunities.

         Commanded nationally-adopted face-to-face communication course to aid staff in handling irate taxpayers.

         Leveraged strong managerial skills to assess employee grievances, approve overtime and employee travel, and encourage staff advancement.

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Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

         Established and launched training program for territory which significantly heightened quality of service and resulted in program being integrated area-wide.

         Requested by Area Director to conduct in-depth investigation of employee issues in a particular group, and was lauded for thorough reporting and practical recommendations.

         Hosted open house project in FY10 and FY11 which featured three events across 96 offices nationwide on a Saturday to assist taxpayers with resolving issues; based on exceptional success, was handpicked to guide IRS office in Paris in hosting similar open house which also was successful.

Field Assistance Area Director Detail 2010

         Solved issue of repeatedly late employee appraisals by instituting deadlines and enforcing timely completion.

         Captured considerable cost savings by narrowing distribution of discretionary monetary awards to only employees performing above and beyond typical job responsibilities.

         Designed and suggested several training methods which were adopted by executive team in role as project lead.

         Served on End of Year (EOY) Performance Review Board to ensure appraisals ratings aligned with narrative.

         Diligently maintained 33 continuity plans in the Wage & Investment Repository.

         Governed area Future Leaders in Training for Excellence (FLITE) comprised of 11 participants; efficiently arranged training, mentoring, and career advancement assignments.

         Mobilized team in Creating What Matters effort to navigate quality improvements; achieved 8% improvement in Accounts and 6% improvement in Tax Law for designated area.

         Sole territory manager to oversee two territories concurrently consisting of 154 employees.

         Rectified major issues within territory having the lowest quality of service nationwide; implemented immediate action to increase quality by 17% within two months.

         As team leader for I Want to Make a Difference , influenced refresher training in ID Theft and Financial Statements for technical employees.

         Collaboratively hosted internal job fair showcasing different business units to promote employee advancement and engagement as member of Geographic Leadership Community (GLC),

         Facilitated weekly meetings to create policies and procedures for Virtual Delivery Service, a cutting-edge technology solution for taxpayers.

Internal Revenue Service, Greensboro, NC 1991 to 2006

Supervisory Tax Specialist, Field Assistance 2001 to 2006

         Proficiently supervised operations within two TACs comprised of 10 employees providing first-rate customer service to taxpayers seeking face-to-face assistance with tax obligations.

         Seamlessly coordinated and reviewed pre-filing, filing, and post-filing season activities.

         Provided broad-based technical and administrative guidance with wage and investment issues such as tax laws, balance due account assistance, return preparation, collection, and acceptance of payments.

         Evaluated and counseled employees, and monitored compliance with established procedures and policies.

         Governed Internal Revenue Service Employee E-file program in North Carolina.

Unit Security Representative 2000 to 2006

         Closely reviewed managers Integrated Data Retrieval System reports to ensure adherence to security protocols.

Chairperson, Employee Equal Opportunity (EEO) Special Emphasis Committee 2001 to 2005

         Organized special events to promote diversity and quality (e.g. Women, Veteran, Black history, Hispanic).

Coordinator, Field Assistance Taxpayer Representative 2001 to 2002

         Employed sharp organizational skills to plan, structure, and execute technical employees CPE training.

Prior Roles with IRS:

Supervisory Tax Specialist; Supervisory Tax Technician; Supervisory Tax Examining Assistant;

Supervisory Support Technician; Supervisory Clerk

Bachelor of Science, Business, High Point University

Completed ongoing professional development throughout career with Internal Revenue Management