Dynamic Program Manager with the IRS, adept at leveraging project management and compliance enforcement to drive strategic initiatives. Recognized for enhancing team performance through effective training and development, while optimizing customer service. Proven ability to analyze program performance and implement creative solutions, fostering collaboration and achieving operational excellence.
Overview
25
25
years of professional experience
Work History
Program Manager
Internal Revenue Service, IRS Taxpayer Services
07.2008 - Current
Interacted with customers and clients to identify business needs and requirements.
Coached team members on productivity strategies to accomplish challenging goals.
Met with project stakeholders on regular basis to assess progress and make adjustments.
Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
Devised creative solutions to critical customer and user needs.
Developed and maintained logistics workflows, procedures and reports.
Leveraged project management processes and tools to define and execute projects.
Researched industry best practices in support of training development and program content.
Identified program obstacles and communicated possible impacts to team.
Managed and supervised administrative and daily program operations, complying with policies and regulations.
Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
Facilitated workshops and conducted one-on-one training to educate team members.
Managed multiple strategic projects with numerous sub-projects or workstreams.
Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
Participated in pilot tests and revised programs based on feedback and results.
Built teams to address project goals and objectives for multiple projects.
Participated in vendor selection and management process for program initiatives.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Developed detailed plans based on broad guidance and direction.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Launched quality assurance practices for each phase of development
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Defined clear targets and objectives and communicated to other team members.
Established team priorities, maintained schedules and monitored performance.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Assisted in organizing and overseeing assignments to drive operational excellence.
Leveraged data and analytics to make informed decisions and drive business improvements.
Supervisory
Internal Revenue Service, IRS W&I
09.2004 - 07.2008
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Gathered, organized and input information into digital database.
Educated staff on organizational mission and goals to help employees achieve success.
Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Conducted regular reviews of operations and identified areas for improvement.
Frequently inspected production area to verify proper equipment operation.
Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Developed effective improvement plans in alignment with goals and specifications.
Helped meet changing demands by recommending improvements to business systems or procedures.
Evaluated customer needs and feedback to drive product and service improvements.
Evaluated staff performance and provided coaching to address inefficiencies.
Generated reports detailing findings and recommendations.
Supported creation of detailed, technical financial models to value potential acquisition targets.
LEAD FINANCIAL ASSISTANT
Internal Revenue Service, IRS W&I
03.2003 - 09.2004
Prepared reports used in making key decisions.
Assisted in auditing projects by compiling information and discovering fraud, embezzlement and liabilities.
Explained and documented types of services to be provided for clients, and responsibilities to be taken by personal financial advisor.
Collected data to create [Number] new account summary reports designed to track transactions, identify potential issues and create solutions.
Reconciled statements and accounts and resolved variances.
Minimized financial discrepancies, resulting in increased efficiency and accuracy in financial transactions.
Managed office inventory and ordered new supplies when items were running low.
Supported with fiscal closings, budget allocation and daily business operations.
Resolved discrepancies in financial data to increase accuracy and reduce potential backlogs.
Assisted with preparation of monthly financial statements and reports to inform management.
Minimized risk of errors by accurately processing invoices, payments and other financial transactions.
Helped reconcile bank statements and accounts and maintain accuracy and current records.
Maintained accurate records of financial transactions in alignment with regulatory requirements.
Processed daily financial transactions in support of finance team objectives.
Pitched in to assist with special projects and additional tasks.
Correspondence Examination
Internal Revenue Service, IRS W&I
01.2000 - 03.2003
Demonstrated respect, friendliness and willingness to help wherever needed.
Developed strong communication and organizational skills through working on group projects.
Gained extensive knowledge in data entry, analysis and reporting.
Acted as a team leader in group projects, delegating tasks and providing feedback.
Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Cultivated interpersonal skills by building positive relationships with others.
Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Skilled at working independently and collaboratively in a team environment.
Passionate about learning and committed to continual improvement.
Self-motivated, with a strong sense of personal responsibility.
Adaptable and proficient in learning new concepts quickly and efficiently.
Identified issues, analyzed information and provided solutions to problems.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Proven ability to develop and implement creative solutions to complex problems.
Worked effectively in fast-paced environments.
Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Demonstrated creativity and resourcefulness through the development of innovative solutions.
Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
Case Advocate/Management and Program Analyst at Internal Revenue Service, Taxpayer AdvocateCase Advocate/Management and Program Analyst at Internal Revenue Service, Taxpayer Advocate