April Kooch
Kuna,Idaho
Summary
Versatile Project Manager and Tax Automated Systems Specialist with over a decade of experience at the Idaho State Tax Commission. Highly proficient in PMBOK®, Agile, and Waterfall methodologies, with a strong track record in project delivery, change management, and stakeholder engagement. Recognized for collaborative leadership, exceptional interpersonal skills, and the ability to drive system enhancements while fostering cross-divisional alignment and seamless knowledge transfer. An innovative professional experienced in planning and executing strategic initiatives, leading cross-functional teams, managing complex projects, and consistently improving efficiency, performance, and customer service while meeting budgetary and timeline objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Tax Automated Systems Specialist/Project Management
Idaho State Tax Commission
05.2015 - Current
- 10+ years' experience in coordinating, planning, testing, training, and executing agency projects
- Excellent communication and facilitation skills
- Manage multi-agency and outside vendor projects
- Develop and document project schedules and timelines
- Facilitate project requirements gathering
- Agency certified in PMBOK methodologies
- Strong understanding of Agile and Waterfall methodologies
- Organize and facilitate meetings with management, subject matter experts, end users, and developers
- Lead meetings with management, developers, and staff
- Collaborate effectively with interoffice and external stakeholders of varying backgrounds
- Create and update Memorandums of Understanding (MOUs)
- Identify and resolve schedule conflicts within projects for testing and validating
- Coordinate system changes with business units and IT/FAST staff
- Coordinate work scope development
- Evaluate and research reported system issues
- Identify and recommend system enhancements or modifications
- Evaluate new hardware and software changes
- Create specialized test plans
- Perform software quality analysis and testing
- Analyze and document test results
- Document and analyze test results
- Coordinate performance/load/stress testing
- Develop procedures after implementation of system changes
- Analyze and interpret laws, rules, and policies for system impact
- Document lessons learned and ensured information is shared
- Extensive experience in knowledge transfer
- Organize and prioritize agency projects
- Assist in incident reported investigations
Taxpayer Services Specialist & Representative
Idaho State Tax Commission
09.2007 - 05.2015
- Leading and mentoring call center staff
- Monitoring team performance and key metrics (QA scores, adherence)
- Coaching agents through regular feedback, performance plans, and skill development
- Handling escalated customer issues and ensuring timely resolution
- Ensuring compliance with policies, procedures, and service standards
- Scheduling, staff coverage, and managing daily work force needs
- Quality assurance monitoring and call evaluations
- Training new hires and providing ongoing refresher training
- Analyzing call trends and recommending process improvements
- Communicating updates, priorities, and expectations to the team
- Collaborating with other departments to resolve systemic issues
- Reporting performance metrics to management
- Documenting procedures, workflows, and team updates
- Supporting technology updates, system changes, or troubleshooting basic system issues
- Assisting with recruitment and interviewing candidates
- Maintained high customer satisfaction standards to meet or exceed targets.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Skills
- Strong team leadership
- Project execution
- Effective interpersonal abilities
- Ensuring high standards in customer interactions
- Navigating dynamic priorities
- Collaborative teamwork across divisions
- Adept at resolving challenges
- Led team initiatives
- Project coordinator
- Effective conflict resolution
- Strong time management
- Coordinate multiple deadlines
- Experienced trainer
- Experienced with project management tools
- Effective under pressure
- Data interpretation
Certification
- State of Idaho Supervisor Academy
- Project Management (PMBOK)
- Train-the-Trainer Certification
- Introduction to SQL — Boise State University
TRAINING
- Skilled in adapting training to all three cognitive learning styles: visual, auditory, and kinesthetic/tactile.
- Delivered agency-wide classroom instruction for the V6, V9, V10 system upgrades (GEM Project) and Managed Payments
- Designed and developed curriculum for automated systems staff.
- Provided Discovery/My Search training for FAST and Tax Commission employees.
- Served as SME and staff trainer for the Taxpayer Access Point upgrade.
- Delivered staff training on the Cisco phone system.
- Organized and facilitated annual TPS training.
- Coordinated and provided cross-training for all new hires and existing TPS staff.
Timeline
Tax Automated Systems Specialist/Project Management
Idaho State Tax Commission
05.2015 - Current
Taxpayer Services Specialist & Representative
Idaho State Tax Commission
09.2007 - 05.2015