ALEXANDRA GONZALEZ

• Reviews and analyzes the effectiveness of operating procedures, workflow, inter-functional coordination, and organization of an operating division operations through personal observation, conferences, and status reports and data
• Prepares resulting documents from these reviews, reporting on progress toward achievement of program initiatives and subsequent recommendations
• Connecting with IRS leadership, being clear about what we are trying to get done and when, making sure we’re making progress and course correct when needed (sharing up through the governance where we are – red, yellow, or green on critical projects) The Roadmap is meant to be a way to take the high-level objectives and milestones and allow us to be more specific about outcomes and key results
• Lead for all NTEU/ Labor relations engagement
• Supporting staff for employee experience communications, content (posters, videos, featured stories),BOD monthly email,transformation feedback tool,TSO outreach (townhalls,roadshow,talking points), TSO comms tracker, transformation updates,culture projects comm support and TSO source page redisign
• Lead for First Thursday meetings materials and TSO Social Club
• Key worker for TSO in the Combined Federal Campaign (CFC)
• Work independently in a daily basis, in a position that requires me to gather facts, discuss options, and use my discretion to choose the best option based upon general official guidance
• In managing my workload, I am assigned work and used my discretion to determine priorities and establish completion dates and deliverables based on the needs of my team
• Identifying procedural program operation problems, using quantitative and qualitative methods to conduct studies on operation problems and analyzing findings, making report recommendations supporting program effectiveness
• Conducting studies on operating programs and analyzing findings
• Assisting in the development of directives and the design, development, documentation, and implementation of various reporting systems
• Reviewing reports and studies, ensuring user requirements are met and appropriate rules and regulations are utilized
• Supports the TSO mission by providing project management for formal projects, formal pilots, informal efforts, and proofs of concept; and coordinates to ensure integration with other major development efforts
• Provides products and services that impact Service-wide business units; and materially shape or improve the structure, effectiveness, efficiency, or productivity of major portions of the IRS’s primary missions
• Manages multiple efforts of varying complexity and depth; and demonstrates judgment in the scoping and development of projects to balance business impact with timely results.

• Reviews and analyzes the effectiveness of operating procedures, workflow, inter-functional coordination, and organization of an operating division operations through personal observation, conferences, and status reports and data
• Prepares resulting documents from these reviews, reporting on progress toward achievement of program initiatives and subsequent recommendations
• Delivered proposals and presentation to executives or other high-profile directives
• Led co-workers on projects for the total overtime required for end year of the Financial and Reporting Analysis department
• Participated on teams that was cross- functional between directives of Accounts Payable, Credit Card Services, Financial Reporting and Analysis, Government Payables and Funds Management, Travel Management
• Conducted and presented group meetings weekly with the department directives for the Associate Chief financial of Corporate Accounting department
• Work independently in a daily basis, in a position that requires me to gather facts, discuss options, and use my discretion to choose the best option based upon general official guidance
• In managing my workload, I am assigned work and used my discretion to determine priorities and establish completion dates and deliverables based on the needs of the executive ACFO and his directives
• Organize and lead all phases of multifunctional efforts to evaluate plans and proposals of projects involving broad areas of work processes, operational practices, and integration between various functional areas, projects and studies involve providing technical expertise; directing the analysis and evaluation of plans and proposals of projects; assessing accomplishment of program and management goals and objectives; and prescribing or formulating new/revised policy
• Assesses impact of new or modified program requirements
• Prepares long-range forecasts of developments relevant to areas of expertise
• Identify and analyze critical problems and issues, the timing and sequence of key program events and milestones, resource utilization, and constraints, and coordination of management controls
• Develop innovative solutions, documents findings and conclusions, and make presentations
• Participated in the creation of Centralized Admin Service for the department
• Monitor and evaluate the division's organizational structure, ensuring that authorized staffing pattern are met
• Review all proposed changes and provides analysis and assessment in relation to the currently approved organizational template, funding availability, and sound position management principles
• Part of the recommend changes for acceptance of and modifications to the proposed changes to top management
• Analyzes sensitive problematic situations considering the need for immediate action and potential ramifications of alternative solutions and makes specific recommendations to the supervisor orally or in writing
• Performs special studies and research projects or assignments, which require application of expertise and mature judgment
• Develops and analyzes the facts needed and recommends the action to be taken on particular matters
• Reviews and summarizes information from a variety of sources for the use of the executive, exercising sound judgment and knowledge of the purpose of such information
• Participates in the planning and conducting of studies of various aspects of the Service's administrative programs and operations to provide a basis for policy determinations
• Participates in the formulation of policies and procedures governing the administrative aspects for our office
• Assesses the need for and establishes and adapts administrative procedures and practices to be used in highly unusual situations requiring deviation from standard administrative procedures
• Keeps the supervisor advised of developments and progress concerning problems and follows up with the responsible official to expedite necessary action and final settlement of the issues
• Acts as point of contact for the executive responding to internal and external requests for assistance in a minimum amount of time
• Carries out routine, high priority or special tasks, and assignments
• This encompasses a wide variety of issues sometimes involving sensitive and confidential matters
• Independently researches all facets of issues for which executive is responsible and, with mature judgment and discretion, makes administrative decisions affecting the program office.Develops and executes plans to meet goals and objectives related to significant projects and programs that are often visible to the public and are critical programs of the agency
• Coordinates executive conferences,meetings, and speaking engagements with high-level officials
• Has responsibility for coordination of daily events as well as long range events
• Prior to scheduling a meeting with the executive, I discussed the purpose and the need with the requestor and responsible for handling those matters not requiring executive decision
• Participated in regular Executive Scheduling meetings to review speaking engagement invitations for the supervisor.

• Collect representative samples of taxable fuel from terminals, fuel storage facilities (wholesalers), retail fuel facilities, vehicle fuel supply tanks, fuel transport compartments, and end-users; and for bio-product at producers, blenders, wholesale, and retail locations. Determine proper inspection sites for fuel screening; and prepare fuel samples for shipment.

• Writing experience with correspondence to internal or external customers, correspondence for the signature of upper management and detailed case histories documenting analysis conducted, communications with the customer and steps taken to resolve a problem. Propose appropriate penalties for all misuse of fuel; recommends penalty assessments for infractions; calculates penalties and makes initial request for payment of penalties; initiates installment agreements; and processes payments received; and applies for and serves administrative Writs of Entry as necessary. Conduct industry seminars and attends industry conferences to remain current with industry activities and answering questions and interpreting and explaining the laws and regulations.

• Screens for bio-product at wholesale/retail locations; uses hand-held testing kit to determine whether to send samples to the lab for analysis of bio-component; recommends appropriate penalties for unregistered bio blenders.

• Verify proper registration of bio-blenders and display of pipeline vessel operator registration in accordance with regulations; and screen for proper fuel notices on documents accompanying sale or disbursal of fuel from terminals.

• Receive applications for registration for certain fuel excise tax activities (Registry Applications) and recommend either assigning a registry number or denying the registration request, explaining the reason for denial to the taxpayer. Conduct discretionary registration reviews for certain fuel excise tax activities to determine if the registrant has maintained its eligibility for registration.

• Conduct field visits to evaluate mechanical dye injection systems; inspects and analyzes purchase invoices, inventory records, sales records, and/or other books and records pertaining to taxable fuel and dye (marker); Issue appropriate notices and documents to the taxpayers, and records and transmits inspection data in database systems; conducts on-road inspections at designated inspection sites of cargo in fuel transports and fuel in the supply or saddle-tanks of diesel powered highway vehicles; inspects and monitors secure/non secure fuel terminals at airports. Performs sampling and investigative techniques at ports and borders.

• Determine that regulated products are completely accounted for by comparing and analyzing various documents and data, including tax returns, periodic reports, and data. Inspect records for fuel purchases and disbursements at fuel terminals to corroborate monthly information return filing.

•Experience advocating for taxpayers with significant hardship (IRC 7811 and Internal Revenue manuals) including but not limited to an immediate threat of adverse IRS action, a delay of more than 30 days in resolving taxpayer account problems, the incurring by the taxpayer of significant costs (including fees for professional representation) if relief is not granted, irreparable injury to, or a long- term adverse impact on the taxpayer if relief is not granted, or suffering injury because of an action or inaction by the IRS .
•Experience resolving taxpayer issues through negotiating, influencing, or persuading other Business Operating Divisions (BOD) (for example, through the issuance or resolution of an Operational Assistance Order (OAR)) on a full range of individual & business tax returns. Experience applying accounting, examination, returns processing, collection, and Taxpayer Advocate Service techniques. Experience with tax administration problems potentially having a negative impact on a significant number of taxpayers, including identifying potential systemic issues & taking appropriate action. Experience composing written communications to taxpayers & their representatives to expedite
resolution of tax account issues & to educate regarding tax obligations, responsibilities, rights & options, including adverse consequences of decisions. Experience applying tax law based on the Internal Revenue Code & Regulations, conferring with subject matter experts or Counsel in developing a strategy for advocating and resolving a taxpayer's issue. Experience preparing and executing case action plans to advocate for case resolution for taxpayers, representatives, or Congressional offices.
•Managing an inventory of cases and timely completing required actions including but not limited to, case development, issue determination, conducting interviews with taxpayers & or their representatives, documenting case histories with appropriate narratives in support of case decisions, preparing referrals to other IRS functions, including Appeals and Counsel.
•Confer with the taxpayer who has experienced a delay beyond normal processing time, a significant hardship, or where systemic issues have been identified and actions taken, clarifying the basis of the complicating problem, and citing applicable laws as necessary. Educate taxpayers and/or their representatives regarding tax obligations, responsibilities, rights, and options, including possible adverse consequences of decisions. Fully advised taxpayer of all rights and, as applicable, secures agreement of taxpayer to final decision.
•Communicated by telephone with internal or external customer including but not limited to a Congressional
Representative and resolved problems for taxpayers who were difficult, hostile, or distressed via telephone.
•Exercised influence and persuasion based on facts to advocate for the needs. Discussed alternative resolutions with taxpayers or representatives and recommended the best solution which advocates for the taxpayer. Researched and analyzed tax documents or information to make determinations for resolution of a tax issue. Identified and solved a problem or procedures or service to promote taxpayer compliance.
•Aided the taxpayer in technical and procedural tax cases covering the full range of cases and issues encountered in the TAS office while concentrating on those with the most complicating or specialized factors. Represented the office in advocating these cases involving complications and specialized issues for the taxpayer with the IRS' operating/functional divisions (OD/Fs) to resolve issues. Took corrective action within TAS statutory and delegated authorities, including development of cases for purpose of recommending the issuance of Taxpayer Assistance Orders.
•Educated taxpayers and their representatives regarding tax obligations, responsibilities, rights, and options, including possible adverse consequences of decisions. Conducts extensive and thorough legal research to determine and apply the law to the numerous, varied, and at times conflicting facts presented. Contacts taxpayers, representatives, and others to gather and analyze information, explain the government's position, pertinent statutes, judicial decisions, and precedents, present and explain proposed resolution and expeditiously secure the taxpayer's consent. Fully advised taxpayer of all rights and, as applicable, secured agreement of taxpayer to final decision. Performed specialized research, analysis, and necessary computations to adjust taxpayers' accounts that have specialized factors. Using highly developed institutional knowledge of internal processes, solved vexing process and procedural problems of cases. Took corrective action within TAS statutory and delegated authorities, including development of cases for purpose of recommending the issuance of Taxpayer Assistance Orders. Audit tax returns and tax accounts to determine if there are any outstanding liabilities. Determine the penalties that should be assessed toward the non-compliant taxpayer. Reviews incoming cases for statutes, development of the issues, completeness of supporting documents, transcripts, work papers and correctness of the IRS's position. Obtained the necessary documents and information from internal and external sources to resolve issues. Conferred with taxpayers who have experienced delays beyond normal processing time, a significant hardship, or where systemic issues have been identified and actions taken, clarifying the basis of the complicating problem, and citing applicable laws as necessary.
•Utilized in-depth knowledge of the Internal Revenue Code and related laws to analyze and resolve complex tax issues, ensuring compliance with federal regulations.
•Applied accounting principles to review financial documents, including books and records, to accurately determine tax liabilities and assess eligibility for various tax penalties.
•Conducted thorough research of tax-related information from multiple sources, effectively resolving disputes and providing sound advice to taxpayers regarding tax obligations and potential resolutions.
•Delivered clear guidance on tax law applications, assisting taxpayers in understanding their rights and responsibilities, while recommending appropriate actions to achieve compliance.
•Interpreted and applied legal principles in negotiating settlements for tax disputes, fostering effective communication between taxpayers and the IRS to achieve equitable resolutions.
•Maintained a high level of accuracy and attention to detail while managing a caseload of diverse tax-related inquiries, demonstrating strong analytical and problem-solving skills.
•Provided guidance to targeted audiences in seminars, speeches, and workshops. I presented with my territory manager in the Hispanic Association of Professional Services. Providing federal tax updates and talking about Taxpayer Advocate service.

• Responsible for providing customer assistance and resolving account and notice issues for Wage and Investment customers
• Conducted interviews with taxpayers to determine their tax situation, provide advice, and explains probable consequences of various courses of action open to taxpayers for the current and other tax years
• Assisted and advises taxpayers in meeting their Federal Tax obligations
• Assistance is technical, and covers the full range of individual income, excise, and employment taxes, as well as certain elements of all other kinds of taxes
• Discussed tax law impact with tax practitioners and accountants, review books and records to gain understanding of taxpayer's financial status (cash/accrual basis)
• Conferred with taxpayers and/or their representatives to explain issues involving the applicability of tax law, regulations, notices, and account adjustments
• Assisted taxpayers in preparing tax returns and explains the consequences of courses of action
• Explains to taxpayers the collection and examination processes
• Examined returns, supporting documents, and monetary receipts for completeness and discrepancies
• Analyze the operational reports and tax returns of permittees on non-voluntary prepayment of taxes
• Examined returns involving customers whose principal source of income are from salary wages, dividends, and investments
• Used word processing and other software to produce a variety of correspondence in proper format, with responsibility for procedural and grammatical accuracy, factual correctness, and adequacy of treatment
• Answered tax law questions, and eventually work to resolve complex account and notice issues
• Responsible for resolving taxpayer account, payment, filing and notice issues, and facilitating the resolution of some examination and collection issues
• In this critical role, I also served to educate taxpayers and promote voluntary compliance
• Advised taxpayers in meeting their Federal Tax obligations; Provide taxpayer assistance on tax law inquiries, filing requirements, status, and web base filing
• Discussed tax law impact with tax practitioners and accountants, reviews books and records to gain understanding of taxpayer's financial status
• Conferred with taxpayers and their representatives to explain issues involving the applicability of tax law, regulations, notices, and account adjustments
• Policy Examination/Collection as Lien and Levy released
• Drafts policies, analyzes procedural/technical issues, and reports on significant process or law changes
• Worked in the Collection Due Process to review specific collection actions, such as a lien or a notice of intent to levy, that were proposed or taken by the IRS
• Offer in Compromise -Agreement between a taxpayer and the IRS that settles a tax liability for payment of less than the full amount after a determination of collectability and valuation of assets has been completed
• Automated Under-reporter and correspondence Examinations worked with denied claims, amended returns, post assessed penalty appeals, audit reconsideration
• Taxpayer requests for relief of joint and several liability, commonly referred to as the Innocent Spouse relief provisions
• Participated in a cross-functional/organizational team, served as a team lead on a cross-functional/organizational team, coordinated the activities of a team within my workgroup, recommended alternatives or changes in methods, processes, or techniques to improve the effectiveness of my workgroup
• Interpersonal skills Interacted with customers to understand their needs, listened to customer requests and documented responses for future workgroup action, aided team members
• Interacted with customer to identify and document risk and/or other issues and formulated possible solutions
• Resolved customer complaints, reviewed work products, and provided feedback
• Provided guidance and direction on specific programs, Negotiated and/or facilitated intergroup agreements
• Provided technical tax law advice on newly enacted legislation, complex tax law issues, referrals, changes in regulations and policies
• Provided thorough and professional service to our taxpayers
• Developed, analyzed, and evaluated information involving the research of computerized records by accessing multiple online database systems to ensure there is not fraud and provide
• Collection process procedures as Lien and Levy released.

•Provided America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all. Provided technical assistance to individuals and businesses primarily through telephone interaction in a dynamic call center environment.
•Addressed wide range of issues/problems that require unique solutions, such as account balance due, and general tax related account inquiry. Applied the tax code to assist taxpayers in understanding and meeting their tax responsibilities according to federal Tax Law guidance.
•Secured, analyzed, and protected sensitive personal and financial information; by prohibit unauthorized access to anyone that is not authorized to receive information from an account.
•As Bilingual customer service representative (Spanish), I showed excellent customer services skills over the phone to Spanish and English-speaking taxpayers. High level of interpersonal skills and people skills. engaged with customers who may be frustrated, confused or angry. Communication skills especially patience, empathy, and active listening. Interacted with customers to understand their needs. Listened to customer requests and documented responses for future workgroup action. Interacted with customer to identify and document risk and other issues and formulated possible solutions. Resolved customer complaints. Provided guidance and direction on specific programs.
•Made determinations and use sound judgment to resolve taxpayer disputes and delinquency issues as well as make
adjustment to their account when necessary following Federal Procedure.
•Developed inspirational career presentation for new employees.
•Working in several team projects as a team lead on a cross-functional organizational team. Aided team members in how to offer a better and faster service. Recommended having additional training applications. Providing alternatives or changes in methods, processes, or techniques to improve the effectiveness of my workgroup.
•Identified problems, assessed the issues or challenges to meet deadlines, and developed contingency plans. Initiated and completed project activities and work products to meet competing deadlines. Established, set, and monitored priorities and deadlines to ensure timely completion of multiple work activities with competing resources. Responded to data calls or ad hoc requests for information. Collected and compiled information for data call response or ad hoc requests including follow up activities or tasks.
•Certified IRS Classroom instructor. For two years I participated in the annually all-day training giving the balance due class. Performed the duties of an instructor training new employees. Recognized as a motivate and inspiring mentor who assist in the development of the mentee. I was on the job instructor for new hires. Served as a Point of Contact (POC) and cover as a lead and manager in several opportunities.