Clarissa Manuel

Work History

Frontline Manager/ACS Call Site

Internal Revenue Service

03.2024 - Current

My duties consisted of leading CRs to perform efficiently and effectively with taxpayers by phone through commutating policies and procedures established by the IRMs applicable to Collections, and new procedures by upper leadership orally and in writing. I addressed trending defects individually and collectively provided from EQRS reviews completed with educating the CRs through the e-ACSG and IRMs associated with the defects; informed of new procedures to workarounds due to system downtime or updates. I offered my knowledge and experience as a Contact Representative by sharing information that assisted me on phone contacts with taxpayers whether it be job aides, side-by-sides during calls with CRs, and answering questions TEAMS. I created agendas and led team meetings encouraging participation from the CRs by conducting round table for each of their comments and concerns they may have had on the phones with taxpayers; shared Customer Accuracy, Timeliness, Professionalism, Regulatory and Procedural Accuracy percentages of the team and site, defects, and recommended IRMs for read time assignments. Offered mini training sessions allowing the CRs to train their peers on a particular procedure which were weaknesses or strengths in team meetings. I made aware of remainders in team meetings and TEAMS concerning leave request submittals, SETR time entry timely, overtime offerings, and other information from above leadership. My door was always open to be available to listen and provided positive constructive feedback to CRs when needed on personal and/or job-related issues that arose. I performed manager callbacks when requested, worked manager approvals submitted from the CRs, completed monthly quality reviews on each CR for purposes of performance and mid-year evaluations, and certification of new hires. When requested by CRs, I provided time to discuss their reviews with time and how to improve. I provided training to the lead on how to do quality reviews efficiently and effectively, also collaborated a schedule for completion of quality reviews by end-of-month deadline. I served as a classroom manager of new hires giving insight to the CR (Contact Representative) position, facilitating online courses, and mandatory briefings. My daily administrative duties consisted of monitoring RTA (Real-Time Adherence) system application and collaborating with System gatekeeper to meet time utilization percentage requirements, and Quality for clarification of IRMs requested by the team. I promoted and encouraged advancement through making CRs aware of CLP (Career Learning Plan). I completed performance appraisals and mid-years timely, provided directives for conduct and leave issues when needed, delegated as manager for other teams when managers asked due to unavailability, collaborated with other stakeholders such as upper management, NTEU, management assistants, coordinators for training and reasonable accommodation, and FMLA POC when submitting FMLA documents for approval. I presented a positive work environment and shown honesty and commitment to the team.
40 hours

Automation Clerk

IRS

01.2010 - 01.2016

Improved workflow efficiency by automating clerical tasks using software tools and applications.
Participated actively in cross-functional meetings focused on identifying areas ripe for automation, promoting a culture of continuous improvement.
Coordinated with management to identify opportunities for streamlining administrative workflows through automation strategies.
Assisted in the development of training materials for new hires, fostering a smooth onboarding process.
Reduced errors in documentation by implementing automated verification systems for data accuracy.
Collaborated with IT professionals to troubleshoot and maintain automation systems, ensuring seamless operations.
Reviewed files, records and other documents to obtain information to respond to requests.

Lead Contact Representative

Internal Revenue Service

05.2023 - Current

My duties consisted of providing technical assistance to a team of CRs on IRM policies and procedures of balance due and collections with the inclusion of conducting phone reviews for call quality of each CR call. During quality phone reviews, I consistently identified issues from the team such as finding trending errors, clearly addressing them with the CR and in team meetings. I reviewed and submitted 4442s to proper areas for processing, worked inventory, provided side by side training to CRs on the team promoting efficiency in call handling, and provided SERP alerts to the team to keep them versed on policy and procedural changes. I communicated on the level of the knowledge of the taxpayer, not limited to POAs and Third Parties which required a level of verification for security of the tax account, utilized effective probing techniques for clear understanding of the issue, researched system applications such as IDRS, IAT, AMS, and ACS Web for resolution to their tax debt, and provided future tax debt prevention and full compliance filing in a timely manner. I accurately prepared and input account changes such as change of address, phone number, closing codes, action request, computations of tax balance, penalties, and interest. I completed all cases timely. I created job aides to further assist the CRs in effectively servicing the taxpayer. I always updated the team on system updates and addresses system issues team members have informed me of and submitted to Systems or Quality for resolution and clarification. In addition, I have trained and OJI’d new hires helping them to be proficient as CRs guiding them to the e-guide, IRMs and other tools to resolve the taxpayer’s tax issues. I sat in as manager when designated, certified CRs after full training, and provided additional assistance upon request of the CR and manager to become more knowledgeable and confident in handling their calls.
40 hours

Collection Representative

Internal Revenue Service

01.2018 - 05.2023

My duties included aiding taxpayers concerning their tax obligations and rights. I demonstrated assisting the taxpayer by listening, identifying, researching, and analyzing the account pursuing pay arrangements that were fair, equitable, and complete, avoiding unnecessary callbacks. My communication was courteous, showing empathy and ensuring each taxpayer’s tax account was secured throughout the collection process. Some taxpayer contacts required obtaining personal financial information to provide a negotiable payment that would meet the taxpayer payment needs. In addition, I received collection calls from individuals such as POAs, CPA’s, and Third-Parties calling on behalf to the taxpayer which required clear communication, utilization of effective probing techniques for clear understanding of the issue, thorough verification, analyzing of information to make correct decisions in providing a resolution of debt owed, and provided future tax debt prevention and timely full compliance filing. I accurately prepared and input account changes such as change of address, phone number, closing codes, action request, computations of tax balance, penalties and interest. I completed all cases timely. I consistently participated in ways to resolve workgroup and communication issues through providing suggestions and job aides. During OJI critiquing process, I was able to assist new hirers by concisely explaining technical procedures and helping them understand how to navigate and research the e-ACSG, IRMs in SERP, read IDRS command codes by our command code tool, use of IAT disclosure, IRS.gov for additional research and referral for taxpayers.
40 hours

Frontline Manager

Internal Revenue Service

02.2016 - 01.2018

My duties included but not limited to leading 25 automation clerks in input production of 4506, 4506-T, and 4506T-EZ request for transcripts. I provided monthly counseling of each clerk on their MEPS progress, provided annuals, mid-years, and departure appraisals based on performance. I conducted weekly informative team meetings on standards and procedures, delegated production, and administrative task such as attendance to the work leader when needed, enhanced work efficiency by weekly, monthly, and quarterly reviews to assist automation clerks in meeting objective production goal of the organization, improve data entry processes for accuracy and efficiency. Tracked 3081s and entered time in SETR, assisted automation clerks with installation of equipment such as printers, copiers, and system applications for completion of production work. Provided troubleshooting of operating systems, electronic email, LAN and software application password lockouts. Analyze and monitored system issues for resolution; enter IT maintenance trouble tickets due to work-stoppage network issues. Plan and coordinated data entry work-around alternatives to prevent production interruptions in meeting quota.
40 hours

Summary

Overview

Work History

Frontline Manager/ACS Call Site

Automation Clerk

Lead Contact Representative

Collection Representative

Frontline Manager

Education

Master Of Applied Science - Network Communication Management

Skills

Timeline

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