Summary
Overview
Work History
Skills
Certification
Additional Information
Timeline
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Paula Martinez

Madera,CA

Summary

Program management professional with history of driving projects to successful completion. Known for fostering team collaboration and delivering results in dynamic environments. Proven expertise in risk management and resource allocation.

Experienced with coordinating and managing multiple projects simultaneously. Utilizes effective communication and organizational skills to ensure seamless project execution. Track record of implementing process improvements and achieving project milestones.

Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Program Manager

Internal Revenue Service, IRS
02.2021 - Current
  • Oversaw operational workflows, adhering to policies and compliance standards.
  • Built robust stakeholder alliances to support program goals.
  • Developed tactical roadmaps with well-defined goals.
  • Led cross-departmental teams to achieve project goals on time and within budget.
  • Led workshops to educate team members.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Pinpointed program hurdles and conveyed potential effects to team.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Streamlined resource distribution, balancing multiple priorities seamlessly.
  • Built teams to address project goals and objectives for multiple projects.
  • Implemented benchmarks, overseeing improvements and maintaining standards.
  • Led development of new problem-solving strategies for direct challenge mitigation.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Enhanced customer satisfaction by clearly communicating program objectives and expectations.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Leveraged project management processes and tools to define and execute projects.
  • Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
  • Implemented risk management strategies to mitigate potential barriers to project success.
  • Participated in pilot tests and revised programs based on feedback and results.
  • Interacted with customers and clients to identify business needs and requirements.
  • Devised creative solutions to critical customer and user needs.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.

Department Manager

Internal Revenue Service, IRS
04.2018 - 02.2021
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Established clear performance expectations for staff members which led to increased accountability.
  • Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
  • Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Increased customer satisfaction with proactive issue resolution strategies.
  • Increased productivity by identifying bottlenecks and implementing targeted solutions.
  • Oversaw departmental budgets to ensure financial efficiency, leading to significant reduction in unnecessary expenditures.
  • Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
  • Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.
  • Developed and executed innovative promotions, driving increased foot traffic and sales.

Bilingual Customer Service Supervisor

Internal Revenue Service, IRS
05.2013 - 04.2018
  • Reduced customer complaints by proactively identifying potential issues and implementing solutions.
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Streamlined communication processes for better efficiency between team members and clients.
  • Addressed employee concerns, promoting a positive work environment that retained top talent.
  • Utilized data analysis tools to identify trends in customer inquiries, informing strategic decision-making regarding service offerings.
  • Coached and mentored team members to improve their language skills and overall performance.
  • Implemented performance metrics tracking to identify areas for improvement and recognize top performers.
  • Developed comprehensive training materials, ensuring consistent service quality across the team.
  • Conducted regular performance reviews, providing constructive feedback to foster professional growth within the team.
  • Maintained a high level of cultural sensitivity, fostering an inclusive work environment for all employees.
  • Ensured compliance with company policies and procedures through regular monitoring and reinforcement of best practices.
  • Managed escalated cases effectively, leveraging bilingual capabilities to bridge communication gaps when necessary.
  • Established strong relationships with clients by understanding their needs and delivering personalized solutions.
  • Collaborated with other departments for seamless coordination during escalated situations or special requests.
  • Facilitated cross-functional collaboration between teams to ensure efficient delivery of services while maintaining client satisfaction levels.
  • Championed continuous improvement initiatives aimed at enhancing overall operational efficiency within the department.
  • Supported upper management in implementing new initiatives aligned with organizational goals.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Provided language translation services for customer service inquiries.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Translated documents, forms and other materials from Language to Language.
  • Met customer service objectives by providing superior customer service to Language-speaking customers.
  • Documented customer service policies, scripts and procedures in Language.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Lead Financial Tax Examiner GS592

Internal Revenue Service, IRS
03.2010 - 05.2013
  • Ensured timely processing of returns through efficient workload management and attention to detail.
  • Communicated with taxpayers in writing and by telephone.
  • Collaborated with team members to enhance overall efficiency and effectiveness within the department.
  • Managed high-volume caseloads, maintaining organization and prioritization to meet tight deadlines.
  • Streamlined the audit process for faster completion and more accurate results.
  • Reduced errors in tax assessments by meticulously reviewing calculations and documentation.
  • Investigated and pursued delinquent accounts.
  • Increased tax compliance by thoroughly examining financial documents and identifying discrepancies.
  • Conducted comprehensive audits, uncovering hidden assets or unreported income to ensure proper taxation was enforced according to regulations.
  • Assisted in the implementation of new tax policies, ensuring a smooth transition for all affected parties.
  • Aided senior management in decision-making processes by providing well-researched recommendations based on comprehensive data analysis.
  • Established solid relationships with taxpayers by addressing inquiries promptly while demonstrating knowledge of current tax laws.
  • Resolved complex tax issues through diligent research and effective communication with taxpayers.
  • Provided expert advice regarding tax liabilities for various types of entities such as corporations, partnerships, non-profit organizations, trusts, or estates.
  • Educated taxpayers about their rights and obligations under the law, fostering a positive relationship between government agencies and constituents.
  • Maintained up-to-date understanding of changing tax codes by attending professional development seminars and training sessions regularly.
  • Enhanced interdepartmental cooperation through regular collaboration with legal teams during dispute resolution processes.

Correspondence Examination Technician 503:592

Internal Revenue Service, IRS
05.2004 - 04.2007
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.

Skills

  • JavaScript
  • Python
  • Java
  • HTML/CSS
  • SQL

Certification

  • Certified Java Developer, 06/01/21
  • AWS Certified Solutions Architect, 09/15/22

Additional Information

Bilingual

microsoft word, excel.

one note

adobe

publisher

Timeline

Program Manager

Internal Revenue Service, IRS
02.2021 - Current

Department Manager

Internal Revenue Service, IRS
04.2018 - 02.2021

Bilingual Customer Service Supervisor

Internal Revenue Service, IRS
05.2013 - 04.2018

Lead Financial Tax Examiner GS592

Internal Revenue Service, IRS
03.2010 - 05.2013

Correspondence Examination Technician 503:592

Internal Revenue Service, IRS
05.2004 - 04.2007

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Paula Martinez