Daphne Donlow
Kansas City,United States
Overview
18
18
years of professional experience
Work History
ACS Frontline Manager
Department of Treasury
Kansas City, United States
10.2007 - 10.2025
- I have twenty years’ experience on the Kansas City ACS Call Site. I have been on several details as a Manager in ACS and completed the Compliance Manager Cadre. As a manager, I utilize management techniques, methods and skills that help to develop a productive workplace. I understand and support the Service’s mission to provide taxpayers with outstanding service. I provided support to my Team by answering technical questions and aiding on complex or difficult calls. I treated each employee with respect and communicated with honesty. I attended all management training and workshops. I encouraged my employees to actively participate in team technical meetings and to share helpful information on appropriate work procedures and guidelines. I maintained an open-door communication team policy. These actions have helped me to promote and build a positive work environment.
- Evaluated employee performance through timely mid-year reviews, performance evaluations, individual case and phone reviews, and annual appraisals, fostering a culture of accountability and development. I promoted a learning organization through coaching and by providing constructive feedback through phone and inventory reviews. My reviews included positive and negative feedback, providing specific information about what was done correctly or incorrectly and explaining the impact it had on the case resolution or Taxpayer. I have addressed performance issues by providing my employees with Performance Improvement Plan. On the plan I offered extra reviews, OJI assistance, extra read time over the IRM the employee was having issue with to help the employee bring up performance. I evaluate the accuracy of employee work. I record and track Customer, Regulatory, Statutory, Timeliness and Professionalism accuracy on an individual and team level. I analyzed this information to identify training gaps within my team. By taking these actions, allows me to minimize training sessions within our team meetings and forward training recommendations to the Resource Training Coordinator.
- I listen to and collaborate with internal and external stakeholders to identify needs and expectations and achieve desired business results. I collaborate with Labor Relations (LR), National Treasury Employees Union (NTEU), and Department Managers on employee issues regarding employee performance and conduct issues. An example of this, I collaborated with NTEU to update the ACS Lead Expectation for 2019. I updated the Expectations and received approval from the ACS Operation Manager and Director to move forward with the Expectation to KC ACS Leads.
- I collaborate with KC Systems Team regarding telephone adherence, inventory, and staffing needs. I complete my JOC information timely to ensure we meet adherence. I utilize Real-Time Adherence (RTA) to monitor employees' adherence to schedule and E-Workforce Management (EWFM) track workload and staffing requirements. I performed quarterly Leave Audits and provided employees with leave memos including, tardiness memo, per-sick memo, or a sick leave restriction letter to ensure unscheduled absences don’t appear to be excessive or cause considerable difficulty in planning the workload for the Operation or Unit. I worked on FMLA paperwork and provided letters and tracked the use of FMLA. I submitted Time & Attendance (T&A) adjustments and Individual Performance Report (IPR) corrections to ensure accurate input and transmission of time and attendance.
- I collaborate with Resource Training Coordinator (RTC) from across the KC Directorate regarding mandated training, Continuing Professional Education (CPE) schedules, employee self-development, and employee details. I meet with my employees and help with developing Career Learning Plans (CLPs) on CEDAP and Leadership Succession Review (LSR). I review the development plans quarterly to ensure my employees are on track with their self-development. I have submitted my employee’s names for different Focus Group, projects, training assignments, and detail positions. I have developed 3 employees for back up Lead. I have provided my employees with the opportunity to prepare mini training sessions, leading the Team Meetings, preparing agendas and meeting notes, OJI opportunities. By taking these coaching actions I have had several employees advance in their career. I have assisted in developing and conducting employee training for the Lead Cadre Program. I assisted with developing the certification of each Lead duties while in the Lead Cadre. I have assisted with Mock interviews and Round Robin interviews.
- I collaborate with HQ and assist with New Hire EOD Onboard of all classes for FY23. I took 4 classes this year and provided Orientation. I was the classroom managers and instructor. I attend all HQ Onboarding calls. I ensure all employees complete Mandatory Briefings, receive CJE’s & PDs. I scheduled badge pick-up and computer deployment for the new employees. I collaborated with our Systems to ensure I input all required BEARS requests and followed up all issues to ensure the employees have all systems and equipment they need to be successful.
- I have assisted my peer with Annuals Evaluations and Mid Years, FMLA paperwork and tracking, SETR input time and IPR & T&A adjustments. Due to my LR and NTEU knowledge from years of managing, I have assisted peer managers with conduct issues, 11396, memo and understanding of the National Agreement NTEU Contract.
- I collaborated with my Ops Manager, Department Manager and Lead, LR Specialist, EEO counselor, NTEU, and the frontline employees to improve employee’s morale. Several of the employees felt that the lead was not providing them with correct procedural guidance, it was hard to talk to, and they also felt afraid to ask questions. I set up and held one-on-one meetings with my Lead and each employee on the team, giving them an opportunity to voice their concerns. I created a personal action plan for the Lead to work on their communication skills. I conducted a team building exercise to build the morale within the Team.
- I work with leads, peers, and Program Analysts to obtain clarification on work processes and IRM updates, to promote consistency while servicing the taxpayer. I currently manage the ACS Quality Committee. I worked with cross functional quality committees during directorship quality meetings, and I attended monthly quality calls to share and receive vital quality information with remote sites. I oversaw completion of EQRS consistency reviews to ensure fair and accurate coding throughout the operation. I prepared and executed quarterly EQ Coding Consistency classes to promote consistent application of EQ attributes and improve the understanding of the EQ rating guidelines. I updated the ACS call checklist yearly when we had changes to the MAJA. I monitored NQRS errors charged to the operation and when necessary, I prepared and submitted rebuttals for error reconsideration. I collaborated with Quality Committees across the ACS Directorate to identify issues and share best practices. I attended the monthly HQ Quality call. I request clarification as needed on new IRM changes, elevated questions from the Call Site and feedback on NQRS reviews charged to KC ACS.
- I have been the On Boarding / Orientation Manager for FY24 for all ACS New Hire Employees. I check the employees in on USA Staffing 1st day and verify all information, upload incentive forms etc. I ensure the employees have badges, computers are deployed, I work with the SBSE Systems team to ensure all entitlements have been input. I have assisted with inputting entitlements. I ensure the employees watch the HCO videos. I ensure the employee completes the Mandatory Briefings. I collaborated with NTEU for the 7114 Meeting to cover the ACS Expectations, CJE’s, PD’s and signing off on F6774.
- Managed workflow of multiple task assignments, prioritizing according to due dates to ensure timely completion and operational efficiency.
- Created training aids utilizing printed materials, Word, Excel, and PowerPoint to enhance employee learning.
- I put together PowerPoint presentation for the New Hirer ACS Call Site Class for BMF training. I taught 4 different new hire classes on taking incoming BMF calls.
- I provided EQRS training material & Job Aids to all Managers to assist with helping them train new leads on how to do Phone reviews in EQRS.
- I put together FMLA Training material to assist the new Dept 1 Mangers with FMLA paperwork, approval letters, and tracking information.
- I’m a a Certified instructor, I have taught ACS training & CIT training.
- I collaborate with KC Systems Team regarding telephone adherence, inventory, and staffing needs. I complete my JOC information timely to ensure we meet adherence. I utilize Real-Time Adherence (RTA) & to monitor employees' adherence to schedule and E-Workforce Management (EWFM) track workload and staffing requirements. I performed quarterly Leave Audits and provided employees with leave memos including, tardiness memo, per-sick memo, or a sick leave restriction letter to ensure unscheduled absences don’t appear to be excessive or cause considerable difficulty in planning the workload for the Operation or Unit. I worked on FMLA paperwork and provided letters and track the use of FMLA. I input SETR and monitored ATTS to ensure timely input and certification of SETR was entered timely. When necessary, I submit Time & Attendance (T&A) adjustments and Individual Performance Report (IPR) corrections to ensure the accurate and timely input and transmission of time and attendance.
- I collaborate with Resource Training Coordinator (RTC) from across the KC Directorate regarding mandated training, Continuing Professional Education (CPE) schedules, employee self-development, and employee details. I meet with my employees and help with developing Career Learning Plans (CLPs) on CEDAP and Leadership Succession Review (LSR). I review the development plans quarterly to ensure my employees are on track with their self-development. I have submitted my employee’s names for different Focus Group, projects, training assignments, and detail positions. I have developed 3 employees for back up Lead. I have provided my employees with the opportunity to prepare mini training sessions, leading the Team Meetings, preparing agendas and meeting notes, OJI opportunities. By taking these coaching actions I have had several employees advance in their career. I have assisted in developing and conducting employee training for the Lead Cadre Program. I assisted with developing the certification of each Lead duties while in the Lead Cadre. I have assisted with Mock interviews and Round Robin interviews.
- I have assisted my peer with Annuals Evaluations and Mid Years, FMLA paperwork and tracking, SETR input time and IPR & T&A adjustments. My LR and NTEU knowledge from years of managing, I have assisted peer managers with conduct issues, 11396, memo and understanding of the National Agreement NTEU Contract.
- I collaborated with my Ops manager, Department Manager and Lead, LR Specialist, EEO counselor, NTEU, and the frontline employees to improve employee’s morale. Several of the employees felt that the lead was not providing them with correct procedural guidance, it was hard to talk to, and they also felt afraid to ask questions. I set up and held one-on-one meetings with my Lead and each employee on the team, giving them an opportunity to voice their concerns. I created a personal action plan for the Lead to work on their communication skills. I conducted a team building exercise to build the moral within the Team.
- I work with leads, peers, and Program Analysts to obtain clarification on work processes and IRM updates, to promote consistency while servicing the taxpayer. I managed the ACS Quality Committee for two years. I worked with cross functional quality committees during directorship quality meetings, and I attended monthly quality calls to share and receive vital quality information with remote sites. I oversaw completion of EQRS consistency reviews to ensure fair and accurate coding throughout the operation. I prepared and executed quarterly EQ Coding Consistency classes to promote consistent application of EQ attributes and improve the understanding of the EQ rating guidelines. I updated the ACS call checklist yearly when we had changes to the MAJA. I monitored NQRS errors charged to the operation and when necessary, I prepared and submitted rebuttals for error reconsideration. I collaborated with Quality Committees across the ACS Directorate to identify issues and share best practices. I attended the monthly HQ Quality call. I request clarification as needed on new IRM changes, elevated questions from the Call Site and feedback on NQRS reviews charged to KC ACS.
- I complete Manger Approvals (IA’s, CNC & Liens)
- I make manger callback to Taxpayer/ Representatives to resolve cases.
- I manage workflow of multiple task assignments according to due dates.
- I assess my workload demands and prioritize my workload by making an action plan to accomplish short term goals, controls, and objectives by delegated tasks to Lead.
- Develop training aids using printed materials, Word, Excel, and PowerPoint
- I put together PowerPoint presentation for the ACS Call Site 7114 Ethics Meeting and held the meeting.
- Series: 0962 Pay Plan: IR Grade: 07
- 10//2007 – 10/01/2025 (Retired)
NBU Management & Program Analyst (Detail)
Department of Treasury
03.2023 - 09.2023
- As the NBU Analyst I monitor the 1204 Manager Certifications for KC Collect Directorate. I review the ITM completion report daily and reach out to the manager that needed to take action to ensure timely completion. I updated the 1204 Manager Certification spreadsheet daily. I loaded the ITM course that needs to be completed into the managers’ profiles that are no longer in managers.
- I currently review the e4442 Process weekly reports, I provide feedback to the operations to take immediate actions to approve or reject cases within the 3-day period. I provided all managers and leads with ITM courses to review the AMS e4442 Inventory for Managers with the IRM references they should follow in processing the accounts.
- Coordinated operations as LSR Coordinator for KC Collect Directorate, guiding teams on required actions within deadlines, running Stage I and Stage II reports, and facilitating Stage II processes to achieve completeness and accuracy for Stage III.
- I currently monitor the weekly SETR data for AWOL and LWOP for the KC Collect Directorate. I analyze the data and send out spreadsheets and pivot tables with gathered data to ensure the leave has been used correctly within the leave policy.
- I currently monitor the weekly SETR data for AWOL and LWOP for the KC Collect Directorate. I analyze the data and send out spreadsheets and pivot tables with gathered data to ensure the leave has been used correctly within leave policy.
- Monitored system downtime weekly for KC Collect Directorate, analyzed data, and provided spreadsheets/pivot tables to ensure accurate time reporting and resolution of system issues, enhancing direct time utilization.
- Series: 0343 Pay Plan: Grade 12 Step 3
ACS Resource Training Coordinator (Detail)
Department of Treasury
02.2021 - 04.2022
- I have a vast knowledge of IRS mission, function, and organizational structures to ensure that local training procedures and programs are in alignment within the ACS Operational goals of the IRS. I’ve worked in the KC ACS Operation for over 20 years, and I have a vast working knowledge of and ability to interpret tax laws, regulations, and/or IRS guidelines as they relate Contact Representative GS-0962 positions in the operations area to appropriately determine the level of importance and timing of the training to be developed or provided.
- Served as ACS Manager, Quality Analysis for the KC ACS Directorate and currently detailed as the ACS Resource Training Coordinator. I have vast knowledge of analytical and evaluative methods and techniques, both qualitative and quantitative, and/or management and organizational principles to apply to program, to plan and carry out the operational program to properly develop a training plan and in resolving clearly defined problems within meeting the Operational goals. I have provided several different options to the ACS Operation Manager on refresher training and direct read time to deliver the training including preparing the training presentations and instructing the training for the ACS KC Operation.
- I developed the fiscal year 2023 local functional training plan in adherence to functional work plan assumptions by coordinating with the Operation Manager and Department Managers in the development process and ensures delivery of the functional training plan once approved.
- I planned and coordinated all functional training for the Kansas City/ Ogden ACS from 02/07/2021 – present. I recommended changes to the OJI process by creating the 10-Day OJI Daily Task for the OJIs to follow when providing OJI to new employees. I tracked the OJI Process on Excel Spreadsheet to ensure the employee received 10 days in OJI and received OJI Observations feedback before releasing the employees to Managers for the Certification Process.
- I assisted HCO as SME with the revamping of the ACS OJI Redesign Project. I provide HCO with all OJI material we are currently using in the KC Directorate and went over the OJI process. I participated in the development team meetings and provided open, honest, and effective feedback on materials that were being created. I developed the EQRS Manager Crosswalk that provides managers with IRM references & CJE’s when preparing EQRS review and feedback for employees.
- I prepared monitors and maintained coordination of the KC/Ogden Functional Site Training Plan. I advise management of training needs identified through National Office work planning assumptions and schedule any training that was needed. I worked with systems to schedule the mandatory training requirements for the KC/ Ogden ACS site.
- Developed functional site training plans for FY22 & FY23 and provided training reconciliation reports to Planning & Analysis (P&A) to estimate training hours and costs, ensuring proper budgeting for KC/Ogden ACS site training activities.
- I created a solicitation for the ACS employees to volunteer to assist with FY22 New Hiring Initiative. This allowed employees an opportunity for self-development. I had several employees to volunteer to assist as Lead Instructors, Instructors, OJI’s & Double Jacking. I created an Excel spreadsheet to track the volunteers by EOD order, skill set to ensure everyone was allowing an opportunity to assist. I solicited for employees to attend instructor training by offering CIT, Hybrid Virtual Instructor Training courses for self-development. I provided oversight into the recruitment and training of Classroom Instructors. I evaluated instructors by monitoring classroom sessions and provided written feedback to evaluate instructor performance.
- I compiled and maintained an Excel Spreadsheet on all employees’ skills in the KC/Ogden ACS Operation and coordinates completion of the Functional Site Skill Assessment with the Planning & Analysis (P&A) staff. I coordinated with our System Team and aided in the assignment of applications the employees will work. I completed a Data Pull every two weeks to the System Team for employees that will be utilized for training needs to ensure phone coverage.
- I planned and coordinated all the functional On-the-Job Training (OJT) program for the ACS KC/Ogden site from 2/7/2021 to the present. I sent out solicitations for OJI to provide the OJT for the newly hired employees. I set up the OJT training, went over the PowerPoint presentation, and proved the OJI's with the OJT 10 Day Daily Task instructions. I provided OJI observations sheets that need to be completed daily. I maintain the Excel Spreadsheet to ensure the employees receive the correct number of hours and the required amount of OJI review sheets before releasing the employees to the Manager for the Certification Process.
- I attended the HCO weekly Recruitment & Onboarding Orientation meeting to ensure I was updated on the virtue of Onboarding. I schedule the Bridge Line calls with IT to have the employee’s laptops set up.
- I collaborated with the accessibility coordinator and managers to accommodate students with disabilities by completing paperwork for necessary training media, such as Braille and electronic materials.
- I worked with the ACS KC/Ogden Operation Manager on identifying leadership training needs for functional frontline managers. I maintained the managerial training Excel spreadsheets, and I provided advisory and consultative services to management. Being a manager in ACS for over 7 years I have a vast knowledge of ACS management and have assisted managers with several different issues from leaving guidance to Performance Management.
- I currently work in the Blue & White Reports tracking the training hours and OPF Training Codes to ensure the training hours are used properly. I have knowledge of the functional financial work processes and work plan process including Work Planning & Control (WP&C) data utilized in preparing resource reports. I send out reports on SETR corrections that need to be corrected by inputting T&A Correction & IPR Adjustments when needed.
- While on detail I collaborated with Memphis ACS to assist with EQRS training for Department 3 Managers. I created the PowerPoint presentations & handout on EQRS & Provided Effective Feedback. I presented the training to the Manager in CPE for one week.
- I collaborate with KC Systems Team regarding telephone adherence, inventory, and staffing needs. I complete my JOC information timely to ensure we meet adherence. I utilize Real-Time Adherence (RTA) & to monitor employees' adherence to schedule and E-Workforce Management (EWFM) track workload and staffing requirements. I performed quarterly Leave Audits and provided employees with leave memos including, tardiness memo, per-sick memo, or a sick leave restriction letter to ensure unscheduled absences don’t appear to be excessive or cause considerable difficulty in planning the workload for the Operation or Unit. I worked on FMLA paperwork and provided letters and tracked the use of FMLA. I input SETR and monitored ATTS to ensure timely input and certification of SETR. I submit Time & Attendance (T&A) adjustments and Individual Performance Report (IPR) corrections to ensure accurate and timely input and transmission of time and attendance.
- I collaborate with Resource Training Coordinator (RTC) from across the KC Directorate regarding mandated training, Continuing Professional Education (CPE) schedules, employee self-development, and employee details. I meet with my employees and help with developing Career Learning Plans (CLPs) on CEDAP and Leadership Succession Review (LSR). I review the development plans quarterly to ensure my employees are on track with their self-development. I have submitted my employee’s names for different Focus Group, projects, training assignments, and detail positions. I have developed 3 employees for back up Lead. I have provided my employees with the opportunity to prepare mini training sessions, leading the Team Meetings, preparing agendas and meeting notes, OJI opportunities. By taking these coaching actions I have had several employees advance in their career. I have assisted in developing and conducting employee training for the Lead Cadre Program. I assisted with developing the certification of each Lead duties while in the Lead Cadre. I have assisted with Mock interviews and Round Robin interviews.
- Assisted my peer with annual evaluations, mid-year reviews, FMLA paperwork tracking, SETR input time, and IPR and T&A adjustments. My LR and NTEU knowledge from years of managing, I have assisted peer managers with conduct issues, 11396, memo and understanding of the National Agreement NTEU Contract.
- Collaborated with Ops manager, Department Manager, Lead, LR Specialist, EEO counselor, NTEU, and frontline employees to improve employee morale. Conducted one-on-one meetings with Lead and team members to address concerns regarding procedural guidance and communication. Developed personal action plan for Lead and facilitated team-building exercise to enhance team cohesion.
- I work with leads, peers, and Program Analysts to obtain clarification on work processes and IRM updates, to promote consistency while servicing the taxpayer. I managed the ACS Quality Committee for two years. I worked with cross functional quality committees during directorship quality meetings, and I attended monthly quality calls to share and receive vital quality information with remote sites. I oversaw completion of EQRS consistency reviews to ensure fair and accurate coding throughout the operation. I prepared and executed quarterly EQ Coding Consistency classes to promote consistent application of EQ attributes and improve the understanding of the EQ rating guidelines. I updated the ACS call checklist yearly when we had changes to the MAJA. I monitored NQRS errors charged to the operation and when necessary, I prepared and submitted rebuttals for error reconsideration. I collaborated with Quality Committees across the ACS Directorate to identify issues and share best practices. I attended the monthly HQ Quality call. I request clarification as needed on new IRM changes, elevated questions from the Call Site and feedback on NQRS reviews charged to KC ACS.
- I assess my workload demands and prioritize my workload by making an action plan to accomplish short term goals, controls, and objectives by delegated tasks to Lead.
- Developed training aids utilizing printed materials, Word, Excel, and PowerPoint to enhance learning experiences.
- I put together PowerPoint presentation for the ACS Call Site 7114 Ethics Meeting and held the meeting.
- Series: 0501 Pay Plan: GS Grade: 02
ACS Department 1 Manager (Detail)
Department of Treasury
08.2020 - 02.2021
- Supported 7 ACS Managers by resolving complex performance and conduct issues, enhancing team clarity and cohesion.
- Managed Treasury department budgets, forecasts, and fund allocations
- Coordinated Treasury compliance reviews and policy updates
- Supervised staff handling Treasury reports, correspondence, and schedules
Education
High School Diploma -
Southwest High School
Kansas City, MO05-1988
Skills
- Workforce management
- Performance management
- Quality assurance
- Training management
- Call center management
- Performance monitoring
- Policy compliance
- Workflow optimization
- Team leadership
- Coaching
- Analytical skills
- Problem-solving
- Stakeholder engagement
- Microsoft office expertise
- Excellent communication
- Customer data confidentiality
Job Related Training
- Certificate of Completion OJI Training, 2007-07-01
- Completion of Classroom Instructor Training (CIT), 2008-09-26
- Completion of Instructor Training Workshop (ITW), 2016-06-30
- ELMS Administrator Training, 2015-06-15
Timeline
NBU Management & Program Analyst (Detail)
Department of Treasury
03.2023 - 09.2023
ACS Resource Training Coordinator (Detail)
Department of Treasury
02.2021 - 04.2022
ACS Department 1 Manager (Detail)
Department of Treasury
08.2020 - 02.2021
ACS Frontline Manager
Department of Treasury
10.2007 - 10.2025
High School Diploma -
Southwest High School