Experience

Taxpayer Advocate Service

• United States
• Government Administration
• 100 - 200 Employee

• Taxpayer Advocate Group Manager

  • Dec 2021 - Present



U.S. Department of the Treasury

• United States
• Government Administration
• 700 & Above Employee

• Supervisory Analyst

  • Jun 2020 - Dec 2021

  • Define business goals, develop work plans, and set short and long term priorities to be accomplished by subordinates.• Evaluate program implementation and effectiveness.• Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank.• Make decisions and/or approve expenses on routine and/or non-routine, costly, or controversial requests and/or personnel related actions (e.g., selection, training, promotions).• Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building, or improve business practices• Provide guidance, advice, counsel, or instruction to subordinates in resolving administrative and on technical problems. Show less

• Front Line Manager

  • Dec 2017 - Jun 2020

  Provide leadership, communication, coaching, development to team of 15-20 customer service representatives handling incoming calls. Ensure high level of customer satisfaction & quality. Proactively identify and implement strategies to improve call quality, productivity and profitability.Coordinate multiple priorities & demonstrate ability to follow through on projects to completion.Cultivate environment of trust, teamwork, self-confidence & ownership.Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency.Ensure compliance with operational instructions as well as state & federal regulations.Occasionally take escalated calls from customers to ensure prompt and accurate resolution of issues.Uses judgment based on practice and precedence.Perform other duties and/or special projects as assigned Show less

• Customer Relationship Management Consultant

  • Nov 2011 - Dec 2017



PECO

• Utilities
• 700 & Above Employee

• Customer Consultant

  • May 2007 - Nov 2011