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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


Country of Citizenship: United States

SSN: xxx-xx-xxxx


Job Title: Immigration Services Officer

Department: Department of Homeland Security

Agency: Citizen and Immigration Services

Job Announcement Number: CIS-PJN-1824149-FRE



Core Competencies

Multiple Source Research/Interpretation, Immigration Laws/Regulations Expertise, State/Local Laws and Regulations, International Activities, Applications/Petitions Processing, Electronic Systems Utilization, ICE Activities, Interviewing, Query Response, Written/Oral Communication, Congressional Personnel Interface, Personnel Management/Development, Clientele Support, Training/Classroom Instructor, Personnel Evaluation, Problem Identification/Remediation, Report Development, Program Management, Senior Management Interface, HR Administration


Microsoft Word, Excel, PowerPoint, Access and Internet Applications

Expert written/verbal fluency in Chinese


Professional Experience


April 2012 January 2014

IRS Accounts Management

Fresno, CA

Hours per Week: 40

Series: 0305 Pay Plan: IR Grade: 7

Salary: $48,790 Annually

Supervisor: Anthony Gadams Phone: 559.456.5126 May Contact


File and Mail Supervisor


Effectively served with tax analytical team, managing work performance actions of 45-member Image Control Team within Accounts Management Division; aligned assignments with individuals capabilities and project requirements to schedule work assignments covering 1040X, CPs, Correspondence and ID Theft, among other areas, and assure achievement of inventory/daily release goals. Facilitated personnel cross-training and collaborated with department/operational managers to increase awareness, updates and training, and ensured that staff personnel were well-informed regarding benefits/time/attendance/pay issues and parameters.


Also regularly interfaced with other Managers, NTEU Representatives and Administrative/P&A staff members; met in person or conferred via telephone to discuss various work-related issues;


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participated in setting performance standards and assisted in developing new workload processes, such as 3949-A referral program recently assigned to ICT.


Delivered weekly/monthly productivity and quality assessments, approved/disapproved leave of absence requests and provided timely feedback/counsel toward remediating employee deficiencies and improving performance. Conducted Annual Performance Reviews as well as mid-year performance improvement recommendations; was responsible for performing various disciplinary actions including delivering warnings, issuing letters of reprimand and taking other needed steps as dictated by situation(s), and notifying senior management of resolution/disposition.


Continually emphasized importance of personnel motivation and retention and served as employee sounding board to gain awareness of problems/issues and de-escalate situations. Worked closely with team members and advised on technical as well as administrative areas including developing self-appraisals and career learning paths; identified highly motivated individuals and assigned to more advanced levels to develop performance potential. To assure continued staff member personal growth and development, arranged for any needed refresher or OJT training; also planned various events, i.e. MVP Awards, to increase work quality and productivity as well as efficiencies.


Other administrative areas of responsibility included purchasing asset management, customer relations, facilities/security management and workplace health and safety; served as Safety Officer and conducted safety inspections to ensure safe environment, and administered OSHA and Workers Compensation Programs. Also performed array of Human Resources-related activities including conducting hiring-process interviews and new-hire orientation and processing related personnel actions. Continuously monitored programs to identify any trending as well as to assess effective program support for strategic initiatives; also reviewed proposed program modifications to identify impact on program operations/systems/resources. While participating in site visits, conducted briefings and studies, implemented various program initiatives, reviewed program effectiveness and identified any needed system revisions. Authored and presented relevant and comprehensive reports on findings, conclusions and recommendations concerning results of program studies; assured appropriate dissemination of revised procedures and program operations changes.



November 2011 April 2012

IRS AM/Compliance-Exam

Fresno, CA

Hours per Week: 40

Series: 0344 Pay Plan: GS Grade: 6

Salary: $34,907 Annually

Supervisor: Jesse Adams Phone: 559.454.7172 Contact Applicant before

contacting Supervisor


Management and Program Assistant


Expertly utilized broad-based training to meet multiple responsibilities including providing highest levels of telephone etiquette, utilizing office equipment, setting appointments, filing documents, preparing memoranda/correspondence/reports, submitting ERC tickets, uploading

Yyyyyy x. yyyyyy Page 3 of 6


SETR/3081s and developing OT rollup reports; also prepared various Personnel Actions/HR Connect, GovTrip authorizations/vouchers and reserved needed conference rooms. Skillfully prepared requisitions, purchased office supplies, arranged for office services, monitored expenses v. budgets and collected data for budget requests/analysis. Also updated asset management systems, conducted property management inventories, scheduled maintenance, received/recorded incoming shipments, maintained adequate supplies inventory, coordinated office moves and telephone service requirements, and prepared all requests for personnel actions.



February 2010 February 2012

IRS Notice Review

Fresno, CA

Hours per Week: 40

Series: 0592 Pay Plan: GS Grade: 7

Salary: $34,907 Annually

Supervisor: Yvonne Rios Phone: 559.452.3041 May Contact


Tax Examining Technician


Skillfully researched multiple sources and initiated tax issue actions to obtain returns/schedules/other required information needed to amend and correct accounts/records. Received specific training related to examining/processing tax returns and supporting documents for current and prior year as well as any amended returns, and developed expertise in adjusting tax module for tax/penalty/interest/credit transfers. Analyzed/resolved tax processing problems on daily basis and developed correspondence to respond to taxpayer inquiries concerning tax return preparation, related schedules and other relevant documentation.


Responsibilities included utilizing subject matter knowledge of regulations and analyzing returns to adjust taxpayer accounts, issue manual refunds, execute credit transfers and compute tax/penalty/interest for paper and electronically-filed (TRDBV) returns. Advised taxpayers on available options for meeting tax obligations including appeal process. Continually utilized knowledge of ISRP, IDRS, OLNR, IMF Accounts, AIMS Database, AMS Systems and multiple Command Codes; performed IDRS research for tax compliance, calculations of taxes/penalties, refund releases, credit transfers and entity changes, and utilized Correspondex to correspond with tax payers.


Personally rated as Fully Successful to Outstanding on Quality and Efficiency Business Measures, Employee Contribution, Application and Knowledge assessments. Acknowledgement of subject matter expertise and outstanding organizational contribution resulted in being selected in July 2010 to serve on IDRS Research Team and to receive further training in working with E-File returns; in October 2010 was chosen to join Technical Instructor Cadre, serving as classroom instructor, advisor, OJT coach and reviewer to provide crucial technical assistance regarding problems in IRMs. Received Certification as Classroom Instructor in February 2011. In May 2011 was selected by management to serve as back-up lead in providing assistance to lead in completing unit workload assignments.

Yyyyyy x. yyyyyy Page 4 of 6


January 2008 June 2011


Fresno, CA

Hours per Week: 40

Series: 0592 Pay Plan: GS Grade: 7

Salary: $34,907 Annually

Supervisor: Yvonne Rios Phone: 559.452.3041 Contact Applicant Before

contacting Supervisor


Notice Review Classroom Instructor/Coach (INST #54920)


Expertly demonstrated technical knowledge in utilizing IMF Notice Analysis program for Submission Processing and Doc Perfection Operations, which included processing tax returns, supporting schedules for current/prior year/amended returns, responding to taxpayer inquiries,, adjusting accounts, preparing/issuing manual refunds, performing credit transfers and computing tax/penalties/interest. Gained in-depth training in clearly explaining complex issues, citing laws/regulations/directives/IRM sections, responding to technical questions and providing appropriate examples for students to assist in their ability to respond to taxpayer questions.


As instructor/advisor/OJT coach, communicated objectives by using practical actions, case studies and role-playing to reinforce teaching methods; also presented lectures, directed discussion groups, developed handouts and described various case studies utilizing MS PowerPoint software, posters, overhead projectors and effective personal message delivery. Was successful in continually developing excellent rapport with students.


Held additional administrative responsibilities toward trainees including assuring attainment of course objectives and completing course requirements; developed trainee assessments and worked closely with other instructors/staff members. Received Outstanding rating on Evaluation of Instructor Competencies, served as Classroom Instructor during January/February 2011 and received Instructor Certification in February 2011, remaining in cadre as instructor/coach in unit. Evaluator and Human Resource Specialist responded with You did an excellent job. My only recommendation is that we get you into the next available Instructor Trainer Workshop (ITW). You are an asset to your Business Unit and you will also be a welcome addition to the ITW cadre.



January 2000 January 2002

Prudential Financial

Fresno, CA

Hours per Week: 40

Salary: $43,560 Annually

Supervisor: N/A Phone: N/A May Contact: N/A


Financial Service Associate Account Manager


Effectively steered business operations activities of subordinates in delivering professional, administrative, technical and financial advisement within Fresno, CA, region as well as telephone interaction with clients across state seeking financial advice on taxes and estate

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planning. Also oversaw Series 6/Series 63/Series 65 securities law licensing examinations regulated by National Association of Securities Dealers (NASD).


As Manager supported organizational financial activities, i.e. Life Insurance, Annuities, Mutual Funds, Auto/Homeowners Insurance, Disability Income Insurance, Banking Products and Services including Certificates of Deposit (CDs), Money Market Accounts, Home Equity Credit Lines, Trust Services, Funding for Charitable Giving, Retirement Needs, Estate Conservation, Business Needs Funding, 401(k) Plans and Buy/Sell Agreements. Collaborated with outside accounting firms, tax professionals and other outside agencies; reported to Branch Manager with organizational chain-of-command tracking from Branch Manager through District Manager to CFO and Chairman.

May 1993 June 1998

Eslite Bookstore

Taipei, Taiwan

Hours per Week: 40

Salary: $34,650 Annually

Supervisor: N/A Phone: N/A May Contact: N/A


Bookstore Assistant Manager


Skillfully developed work schedules and daily goals and assigned to Store Service Representatives based on priorities; authored work progress/performance reports to evaluate actions of subordinates. Continually interacted with customers to assist in acquiring books, answered questions both in person as well as on the telephone, resolved issues/problems, maintained receipts/logs for tracking and reconciliation purposes, and advised staff as well as customers on various administrative and work-related areas.


Collaborated with management on regular basis, conducted sales meetings and communicated expectations; interacted with sellers, buyers, supervisors and other staff/representatives in bookstore chains as well as other businesses via telephone conversations or during office on-site meetings.



January 1990 April 1993

Global Village English Institute

Taipei, Taiwan

Hours per Week: 20

Salary: $24,680 Annually

Supervisor: N/A Phone: N/A May Contact: N/A


English Teacher


In this assignment taught English alphabet, grammar, writing skills, composition, speech and reading/listening comprehension to students ranging in age from three to 60 years; developed daily lesson plans designed to motivate and address needs of each student and age group. Consistently interacted with parents and other involved individuals to share strengths/weakness of each student and collaborated on teaching strategies with other staff members.

Yyyyyy x. yyyyyy Page 6 of 6





California State University, Fresno, CA

Masters Degree, English, 2000

GPA: 4.0

Semester/Credit Hours: 32 Semester Hours

Summa cum Laude Graduate


Soochow University, Taipei, Taiwan

Bachelor of Arts, English, w/Business Minor, 1996

GPA: 3.78

Semester/Credit Hours: 138 Semester Hours

Cum Laude Graduate


UCLA/Berkeley Online

Accounting Studies 12 Units

Candidate for UCLA Certificate in Accounting, CPA






Fresno/Butler Front Line Manager Course, 2012

Fresno/Butler Service Center Purchase Cardholder Training Course, 2012

Fresno/Butler Accounts Management Leadership Course, 2012

Fresno/Broadway Management and Program Assistant Training, 2011

Fresno/Butler Notice Review TE 2nd Year Training, 2011

Fresno/Butler   Notice Review TE Training, 2010

Fresno/El Dorado IDRS Research Training, 2010

Fresno/Butler Classroom Instructor Training, 2010

Fresno/Butler   Updated Forms 1040 Training, 2009






Vice President, English Department Student Organization

Recipient of awards for Poetry and Fiction Writing

Selected as Guest Speaker for International Student Association; presented seminar on Taiwan Studies



Fresno Art Museum, Fresno, CA

Permanent Collection Technician (Fresno State Scholarship Program), 1999




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