- Dancing
- Reading
- Gym Workouts
- I participate in low-impact exercises to strengthen core muscles
- Enjoy participating in activities for overall physical and mental well-being
- Mindfulness Practices
Benita M. Turner
Summary
Seasoned revenue officer with over 16 years at Internal Revenue Service, serving as Acting General Manager in Oakland, Stockton, and San Francisco. In-depth knowledge of Internal Revenue Code and collection compliance, paired with exceptional customer service skills. Achievements include effective management in Taxpayer Advocate Service and creation of comprehensive training programs for tax compliance. Adept in Microsoft Office and IRS applications, with a focus on efficient task management and complex issue resolution.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Supervisory Associate Advocate
Internal Revenue Service
01.2023 - Current
- Optimized workload planning for 10 case advocates, ensuring timely project completion through priority adjustments.
- Guided case advocates in the effective resolution of taxpayer issues.
- Streamlined task assignments using Excel scheduling based on priority and employee skills.
- Assessed employee performance via Business Objects Environment reports, recommending recognition or corrective actions.
- Collaborated with Local Taxpayer Advocates to improve inventory management and prioritize case handling.
- Communicated progress on urgent cases through written directives provided to LTA.
- Led Advocacy Case Reviews to identify areas for development and offer coaching support.
Revenue Officer
Internal Revenue Service
02.2010 - Current
- Collaborated with managers to build a user-friendly Oakland SharePoint Site to assist new revenue officers in easily accessing information needed for their position
- An active member of the Safety & Support Team for which I created and delivered a PowerPoint Presentation on IRS Field visitations
- The PowerPoint Presentation helped Revenue Officers feel more confident when making field calls
- I collaborated with internal and external stakeholders concerning the safety of fellow Revenue Officers when making field calls
- Currently participating as a mentor in the NWAC Peer Mentor Partnership Program
- Participating in the Aspiring Leadership Program (ALP)
- Developed and conducted PowerPoint presentations on FTD Alerts for new trainees and revenue officers to assist them with fieldwork
- Completed a Successor in Interest and Alter-Ego while working in collaboration with Fraud Technical Advisors and CEASO Seizure & Litigation Adviser
- Submitted Fraud referral case to Criminal Investigation which was accepted
- Identified and was approved to complete a Civil Injunction Suit to Prevent Pyramiding and Reduce Tax Claim to Judgment on a corporation
- Worked closely with advisory and counsel on the suit to seize a marijuana establishment
- Sent summons referral to counseling as taxpayer failed to provide requested documentation and did not comply with summons enforcement
- Instrumental in maintaining and achieving NQRS score of 100% through mentoring and training
- Analyze voluminous and complex financial documents, that are intentionally disorganized or incomplete to conceal various transactions such as wire transfers to related parties, hidden assets or accounts, and large cash withdrawals
- Apply accounting principles and techniques when analyzing books and records
- Review balance sheets, income statements, and other internal and external documents to locate assets and verify taxpayers' financial condition
- Perform extensive research on background material regarding industry practices and review any precedent-setting court cases related to the tax matter at hand
Acting General Manager
Internal Revenue Service
11.2022 - 01.2023
- Expertise with Onboarding and New Hire Orientation Process and training plans for our new revenue officers
- Updated and confirmed all information on USAStaffing
- I assign work to employees based on priorities
- Set and adjust short-term priorities; identify developmental opportunities as well as training needs for employees
- Conduct group meetings and engage employees on ways to improve the work processes; increase quality and decrease overage cases in inventory
- Provided training on ATFR, Inventory Management, Documentation, and different attributes which helped my team improve quality and increase production by 10% while acting
- Also, provided positive feedback and celebrated outstanding performance when appropriate
- Was a Phase 4 Group Leader from February 6, 2022, to March 10, 2022
- I generate and approve End of Month Reports on Entity
- I've addressed performance issues via Form 6067 and reviewed with revenue officers to counsel them regarding work and administrative matters
- Selected by the Area Director in July 2021 to represent all of Field Collection on the national Collection Diversity Inclusion and Talent (CDIT) initiative
- The objectives of the CDIT initiative are to foster diversity awareness and inclusion throughout the Collection organization
- In this position, I collaborated with EDI on developing materials and presentation on Safety and Support and delivered to 400 individuals in the NW Area
- Instrumental in maintaining and achieving NQRS score of 100% through mentoring and training in 2022
- As AGM I have conducted the following with all revenue officers in the Oakland POD: assigned cases, case consultations, case approvals/denials, time utilization reviews, ATFR approvals
- Instrumental in creating the monthly communication/newsletters for Collection Diversity Inclusion and Talent (CDIT)
- Developed and conducted a Hispanic Focus Group to determine if there are unique situations and/or challenges that may be impacting our employees that we may be unaware of
- Conducted group meetings as AGM Cadre
- Provided training on ATFR, Inventory management, Documentation, and different attributes which helped my team improve quality and increase production by 10% while acting
- Also, provided positive feedback and celebrated outstanding performance when appropriate
- Was a Phase 4 Group Leader from February 6, 2022, to March 10, 2022
Staff Assistant
Internal Revenue Service
02.2021 - 04.2021
- Initiated and developed positive working relationships with employees, managers, and Senior Leaders in the different areas of Equity, Diversity & Inclusion Divisions
- Completed Detail assignment as Staff Assistant for the Associate Director of Equity, Diversity, and Inclusion, including handling time-sensitive and confidential information
- Gathered pertinent documentation from the Equity, Diversity, and Inclusion team to input and monitor in the CDO Deliverable Tracker
- Collaborated with cross-functional teams including the Diversity & Inclusions Division (DID) and Diversity Strategy Proactive Resolution Services (IDEAS) to make decisions that were in the best interest of each division
- Participated in SBSE Virtual Information Session to Recruit New Revenue Officers
- Input and validated time in SETR for workgroups
- Briefed Director Chief Diversity Officer on the revised Pre-Complaint/Alternative Dispute Resolution Customer Service Survey
- Offered suggestions to make the customer survey more user-friendly
- Worked on time-sensitive assignments as Staff Assistant for the Associate Director of Equity, Diversity, and Inclusion
- Made appropriate confidential contacts with associates; completed 31 action items including updated Excel spreadsheet, SF182s, and other documents within a two-day time frame to assist Associate Director in making the best decision on the FY22 Training Plan for the workforce
- Collaborated with Senior Diversity & Inclusion Specialist on writing and delivering presentations to the Oakland Territory
- Was successful in delivering two pieces of training on Psychological Safety to over 150 SBSE/Collection employees
Manager
Mortgage Industry
06.2000 - 04.2008
- As a manager, I was responsible for interviewing, training, and developing employees for promotional opportunities
- Supervised the day-to-day operations of 25 employees while providing advice, and guidance regarding work-related issues to help employees meet targeted monthly goals
- Set employees' schedules and adjusted short-term priorities when warranted to ensure goals were met
- Surpassed group production goals by 20% in my first year through consistent coaching and monitoring of the team during training and developmental meetings
- Created a concise, two-page training resource guide to help employees address conflict resolution with challenging clients which increased monthly sales by over 10% for a two year period
- Ensured superior employee customer service by listening to employees' sales calls, then providing constructive feedback and coaching for employee improvement
- Addressed and resolved employees' complaints and concerns in a timely manner to maintain a positive and cohesive work environment
- Facilitated weekly staff meetings to discuss monthly goals, process improvements, and guideline compliance
- Tracked, evaluated, and analyzed employees' performance/production on a weekly basis to ensure sales goals were met which resulted in being the #1 sales team for three consecutive years
- Worked with members of cross-functional teams which included Capital Markets, Underwriting, and the Funding Department to achieve monthly funding goals
- Completed timely monthly employee evaluations and submitted them to Human Resources for processing
- Worked extremely well with all levels of management to achieve monthly projected goals over $2 million dollars
- Addressed disciplinary issues as warranted, including written and verbal warnings, reprimands up to and including termination
Education
Bachelor of Science - Business Administration
University of San Francisco
San Francisco, CASkills
- Strategic management
- Employee development
- Customer collaboration
- Fair treatment for taxpayers
- Analytical research skills
- Ethical decision-making
Accomplishments
- By streamlining workflows, I increased productivity by 20% reducing burdens while maintaining performance.
- Implemented an engagement program that decreased the 59-Day No-Touch Case rates by over 80% pairing Lead Case Advocates (LCAs) with struggling CAs to encourage collaboration and strengthen the workforce.
- Through strategic leadership, I reduced case volumes from over 220 to a stable range of 175 - 180.
- Prioritized mentorship, training, and career development throughout FY 2025. One LCA was promoted to management, and another CA transitioned into an LCA role with both advancements supported through career training nd succession planning.
- Resolved product issue through consumer testing.
- Documented and resolved taxpayers complex tax issues which led to reduced cases for my employees.
- Supervised team of 13 staff members.
Affiliations
- Member of AIM (Association for the Improvement of Minorities) IRS Member of CFIRE (Christians for Internal Revenue Employees) Member of FEW (Federal Employed Women) Delta Sigma Theta Sorority – Financial Secretary, Chaplin, Parliamentarian, Past Audit Chairperson
Awards
- 2021, Recommended for Revenue Officer for the 4th Quarter of 2020
- 2021, Prestigious quality step increase
- 2015-2019, Received IRS Performance Awards
- 2021, Nominated as Employee of the quarter for the entire NW Area
- 2021, Recognized by leadership in Equity, Diversity, and Inclusion for teamwork
- 2021, Awarded for leading National, Diversity, and inclusion programs in SBSE Collection
Certification
Certificate of Completion in Christian Ministry with all the Privileges, Honors, and Distinctions pertaining thereto.
Certificate of Completion for Manual Refunds Recertification.
10 Pillars of Customer Experience
Section 1204 Quarterly Certification for Managers Q1, Q2, 2025
Leading Teams - Virtual Course
Annual Supervisor Training
IDRS Unit Security Representatives (USRs) Training
Drug Free Workplace Program Training for Managers
Taking Your Team to the Next Level with Delegation
Risk Management Training for Managers
Records Management Awareness
Privacy, Information Protection, and Disclosure
Mandatory Ethics Overview Briefing
Employee Tax Compliance Briefing
Potentially Dangerous Taxpayer (PDT) and Caution Upon Contact (CAU) Training
Interests
Timeline
Supervisory Associate Advocate
Internal Revenue Service
01.2023 - Current
Acting General Manager
Internal Revenue Service
11.2022 - 01.2023
Staff Assistant
Internal Revenue Service
02.2021 - 04.2021
Revenue Officer
Internal Revenue Service
02.2010 - Current
Manager
Mortgage Industry
06.2000 - 04.2008
Bachelor of Science - Business Administration
University of San Francisco
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