Daphne Donlow
Kansas City,United States
Summary
Experienced program analyst with a focus on data evaluation, project management, and process enhancement. Proven ability to drive results through teamwork and flexibility in changing environments. Skilled in using analytical tools and problem-solving to create impactful solutions. Known for strategic insight and dedication to achieving business goals.
Overview
6
6
years of professional experience
Work History
ACS Frontline Manager
Department of Treasury
Kansas City, MO, United States
06.2019 - 09.2025
- Achieved operational excellence at Kansas City ACS call site over twenty years. Enhanced team performance by effectively addressing technical inquiries and resolving complex calls. Established a culture of respect through open communication and active engagement in team meetings.
- Achieved improved employee performance through systematic evaluations via mid-year reviews, performance evaluations, individual case assessments, and annual appraisals. Cultivated a supportive learning environment by mentoring staff and providing actionable feedback during phone and inventory reviews. Resolved performance issues by implementing targeted improvement plans, offering supplementary reviews, on-the-job assistance, and additional reading time to boost overall performance.
- Achieved alignment of stakeholder needs and expectations to drive business goals through effective collaboration. Resolved employee performance and conduct issues by working closely with labor relations and department managers. Successfully updated ACS lead expectations for 2019, obtaining necessary approvals from operations management.
- Achieved adherence standards by collaborating with KC Systems team on telephone adherence inventory and staffing needs. Maintained compliance through prompt completion of JOC pull information. Enhanced employee schedule adherence by monitoring real-time adherence (RTA) and tracking workload and staffing requirements with e-workforce management (EWFM). Improved management of unscheduled absences through quarterly leave audits and distribution of leave memos, including tardiness and sick leave restriction letters. Streamlined FMLA paperwork processing and usage tracking while providing necessary documentation. Ensured timely certification by inputting SETR data and monitoring attendance. Enhanced accuracy of timekeeping by submitting time & attendance (T&A) adjustments and individual performance report (IPR) corrections.
- Achieved alignment of mandated training and continuing professional education schedules through collaboration with resource training coordinators. Enhanced employee career development by facilitating the creation of career learning plans on CEDAP and conducting leadership succession reviews. Promoted employee self-development by reviewing developmental plans quarterly. Successfully submitted employee names for focus group projects, training assignments, and detail positions. Developed three employees into backup lead roles. Enabled employees to enhance leadership skills by leading mini training sessions, preparing agendas, and taking meeting notes. Advanced employee careers through effective coaching actions. Contributed to the successful development and delivery of training for the lead cadre program. Supported the certification of lead duties within the lead cadre. Facilitated successful mock interviews and round robin interviews.
- Enhanced employee morale through collaboration with operations manager and department manager. Addressed team concerns regarding procedural guidance and communication through individual meetings. Improved communication skills of the lead by implementing an action plan and fostering team spirit through a well-organized team-building exercise.
- Achieved consistency in taxpayer service by collaborating with leads, peers, and program analysts to clarify work processes and updates. Enhanced quality oversight by managing the ACS quality committee and participating in cross-functional quality committees during directorship meetings. Facilitated the exchange of vital quality information with remote sites through monthly quality calls. Maintained fair and accurate coding across operations by overseeing EQRS consistency reviews. Improved understanding of EQ rating guidelines by conducting quarterly EQ coding consistency classes. Updated the ACS call checklist annually to align with changes in MAJA. Addressed NQRS errors charged to operations by preparing rebuttals for reconsideration when necessary. Identified issues and shared best practices by collaborating with quality committees across the ACS directorate. Contributed to monthly HQ quality calls by requesting clarification on new IRM changes and feedback on NQRS reviews.
- Coordinated manager approval processes for IA's CNC and liens, guaranteeing alignment with organizational compliance requirements.
- Streamlined callback processes for managers, enhancing responsiveness to taxpayer and representative inquiries regarding case resolutions.
- Supervised and optimized workflow processes for various assignments, maintaining strict compliance with due dates.
- Developed and implemented strategic action plans to prioritize tasks based on workload evaluations.
- Utilized Word, Excel, and PowerPoint software to design and produce effective training aids.
- Developed engaging PowerPoint presentations to facilitate effective training sessions for new employees at ACS call site.
- Led interactive training sessions for four new hire classes, focusing on best practices for handling incoming BMF calls.
- Developed and implemented EQRS training materials and job aids to facilitate managers in effectively training new detailed leads on executing phone reviews in EQRS.
- Developed detailed training materials focused on FMLA processes to enhance new department managers' capabilities in managing paperwork and tracking essential information.
NBU Management & Program Analyst (Detail)
Department of Treasury
Kansas City
01.2023 - 01.2024
- Analyzed program data to identify trends and inform decision-making processes.
- Collaborated with cross-functional teams to streamline reporting procedures and enhance efficiency.
- Developed and maintained documentation for program policies and procedures to ensure compliance.
- Assisted in budget preparation and monitoring to support fiscal responsibility across programs.
- Conducted audits of program activities to ensure adherence to regulatory standards and best practices.
- Presented findings and recommendations to stakeholders, facilitating informed strategic planning discussions.
- Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
- Monitored program performance against established benchmarks, taking corrective action as needed to realign with desired outcomes.
- Identified opportunities for process improvement, resulting in increased operational efficiency across the organization.
- Led change management initiatives to ensure smooth transitions during periods of organizational growth or restructuring.
Education
High School Diploma -
Southwest High School
Kansas City, MO05.1988
Skills
- Call center operations
- Employee performance evaluation
- Employee training
- Data analytics
- Process optimization
- Process optimization
- Collaborative teamwork
- Quality control
- Risk evaluation
- Proficient in software
- Advanced software skills
- Teamwork and collaboration
- Customer service
- Time management
Timeline
NBU Management & Program Analyst (Detail)
Department of Treasury
01.2023 - 01.2024
ACS Frontline Manager
Department of Treasury
06.2019 - 09.2025
High School Diploma -
Southwest High School