Eric Tepper
Cincinnati,OH
Summary
Results-driven quality management professional with a proven track record of driving process improvements and ensuring compliance with stringent quality standards. Expertise in collaborating with cross-functional teams to achieve significant outcomes, demonstrating reliability and adaptability in dynamic environments. Strong skills in process optimization and quality assurance contribute to enhanced operational efficiency and excellence. Committed to fostering a culture of continuous improvement and delivering measurable results aligned with organizational goals.
Overview
15
15
years of professional experience
Work History
Quality manager
P&A
10.2024 - Current
- Detail-oriented and results-driven. I've been on a detail as Supervisory Quality Analyst with over a year of leadership experience and a proven ability to implement quality-focused initiatives. Skilled in monitoring quality processes, providing unbiased reviews, and improving operational performance through innovative tools and training programs. Known for fostering collaboration, mentoring staff, and delivering data-driven insights to senior leadership.
- Core Competencies
- Quality Monitoring & Oversight
- Leadership & Team Management
- Data Analysis & Reporting
- Process Improvement & Innovation
- Staff Training & Development
- Performance Evaluation & Feedback
- Proficiency in OneNote, SharePoint, HR Systems, and SETR
- Communication, Research, & Writing Skills
- Supervisory Quality Analyst (Detail)
- Monitored and oversaw quality processes for assigned programs, including data analysis, quality reviews, and reporting.
- Worked with the CER pilot program, ensuring unbiased reviews of customer service representatives’ (CRs) calls to verify accuracy in providing taxpayer assistance and resolving issues.
- Created and implemented a “report card” system for quality trends, approved by the director and presented in monthly meetings, capturing key metrics, top quality errors, and planned training workshops to address identified issues.
- Managed the scheduling and oversight of mandatory, ad-hoc, and skill-gap training for all assigned programs, enhancing staff knowledge and performance.
- Provided leadership and mentorship to staff, delivering evaluative performance feedback and conducting scheduled performance reviews.
- Oversaw the Independent Administrative Reviewer (IAR) process, including the manual refund program, ensuring accuracy and compliance.
- Presented innovative solutions to quality challenges and collaborated with senior leadership to implement quality enhancement activities.
- Hours per week: 40, Series: 0501, Pay Plan: IR, Grade: 6
Process manager
Collection Due Process
03.2023 - 10.2024
- Meet with other managers in ACSS, (CSC and PSC) along with other executives to exam and outline the overall goals and objectives to the service and our customers. Meet with executives from P&A, HQ, and other operations in order to discuss the goals of the service and device plans to better meet the needs of our customers. Review ROBO/CCA reports and maintain a spreadsheet of all work coming in and going out and preparing a plan to ensure the team/service completes all of their work in a timely/organized manner. Negotiate with other managers in the service, along with other service centers to obtain needed resources and support for certain workload management. Identify problem areas/ workload and work with other managers to resolve any issues. Conduct briefings, weekly, in the team meetings in which we go over areas of issue, plans to address any issues, and the progress we are making.
- Hours per week: 40, Series: 0592, Pay Plan: IR, Grade: 7
Tax Examining LEAD Technician
Collection Due Process
10.2020 - 12.2023
- Receive and review all cases in inventory in a timely manner. Study and evaluate timeliness of F12153; Request for Collection Due Process or Equivalent Hearing; by verifying date of lien or levy notice. Review Taxpayer’s account using IDRS, AMS, ACS, IAT and RCA to ensure adequacy. CDP cases are to be worked in an expeditious manner. Contacting Taxpayer; either by phone or letter within 5 days of receiving taxpayer’s request to adhere to quality and timeliness standards. Conduct out calls to Taxpayer/POA to gather additional correspondence: such as tax returns or financial statements. Once final determination has been made with taxpayers request, Forward all supporting documents to appeals for final recommendation.
- Hours per week: 40, Series: 0592, Pay Plan: GS, Grade: 9
Tax Examining Technician
Collection Due Process
10.2017 - 10.2020
- Receive and review all cases in inventory in a timely manner. Study and evaluate timeliness of F12153; Request for Collection Due Process or Equivalent Hearing; by verifying date of lien or levy notice. Review Taxpayer’s account using IDRS, AMS, ACS, IAT and RCA to ensure adequacy. CDP cases are to be worked in an expeditious manner. Contacting Taxpayer; either by phone or letter within 5 days of receiving taxpayer’s request to adhere to quality and timeliness standards. Conduct out calls to Taxpayer/POA to gather additional correspondence: such as tax returns or financial statements. Once final determination has been made with taxpayers request, Forward all supporting documents to appeals for final recommendation.
- Hours per week: 40, Series: 0592, Pay Plan: GS, Grade: 8
Acting team lead
Collection Due Process
10.2015 - 05.2017
- Lead- Analyzed and monitored the teams ROBO report to ensure cases were being worked in a timely fashion and correct date order. Advised tax examiners of cases that needed to be addressed and worked expeditiously this week, in order, due to the age of the cases. Complete Excel spreadsheet daily of TP’s inventory. Study and evaluate current workload trends and reassign old cases to other tax examiners accordingly to ensure they are worked and closed in a correct and timely manner. Work directly with tax examiners answering all technical questions.
- Hours per week: 40, Series: 0592, Pay Plan: GS, Grade: 8
Manager, team 304/ SUPV TAX EXAMINING ASSISTANT
ACSS
05.2015 - 10.2015
- Manager: Attended weekly meetings with the operations manager and other frontline managers to review and analyze work trends and workload through weekly and monthly reports for all of ACS Support. Work collectively with other frontline managers to assess workload and if need be, redistribute old cases amongst our teams to ensure the cases were worked timely according to IRS receive date and completed before any deadlines. Study and evaluate the ROBO and /CCA reports twice a week to assess where the tax examiners are with their work and ensure all cases are worked expeditiously and in accordance with the IRS timely response. Review and validate SETR reports daily/weekly to guarantee Tax Examiners input their timesheets correctly and timely. Analyze employee’s work through the EQRS system. Work with employees on side-by-side basis to guarantee work accuracy as well as timeliness and strengthen and promote a great work ethic. Follow up with employees with next reviews. Assist employees in resolving technical tax issues. Guide employees to better understand their duties and responsibilities.
- Hours per week: 40, Series: 0592, Pay Plan: IR, Grade: 8
Tax Examining Technician
Collection Due Process
03.2014 - 05.2015
- Receive and review all cases in inventory in a timely manner. Study and evaluate timeliness of F12153; Request for Collection Due Process or Equivalent Hearing; by verifying date of lien or levy notice. Review Taxpayer’s account using IDRS, AMS, ACS, IAT and RCA to ensure adequacy. CDP cases are to be worked in an expeditious manner. Contacting Taxpayer; either by phone or letter within 5 days of receiving taxpayer’s request to adhere to quality and timeliness standards. Conduct out calls to Taxpayer/POA to gather additional correspondence: such as tax returns or financial statements. Once final determination has been made with taxpayers’ request, forward all supporting documents to appeals for final recommendation.
- Hours per week: 40, Series: 0592, Pay Plan: GS, Grade: 8
Manager, team 304, SUPV TAX EXAMINING ASSISTANT
ACSS
09.2013 - 03.2014
- Manager: Attended weekly meetings with the operations manager and other frontline managers to review and analyze work trends and workload through weekly and monthly reports for all of ACS Support. Work collectively with other front line managers to assess workload and if need be, redistribute old cases amongst our teams to ensure the cases were worked timely according to IRS receive date and completed before any deadlines. Study and evaluate the ROBO and /CCA reports twice a week to assess where the tax examiners are with their work and ensure all cases are worked expeditiously and in accordance with the IRS timely response. Review and validate SETR reports daily/weekly to guarantee Tax Examiners input their timesheets correctly and timely. Analyze employee’s work through the EQRS system. Work with employees on side-by-side basis to guarantee work accuracy as well as timeliness and strengthen and promote a great work ethic. Follow up with employees with next reviews. Assist employees in resolving technical tax issues. Guide employees to better understand their duties and responsibilities.
- Hours per week: 40, Series: 0592, Pay Plan: IR, Grade:9
Tax Examining Technician, Automated Collection System Support
05.2010 - 09.2013
- TAS- Received F12412, Operations Assistance Request (OAR), from TAS case advocates. Analyzed F12412 to resolve Taxpayers Issues and concerns in a timely manner. Worked directly with TAS advocates throughout the United States on the status of their requests to ensure a timely determination as well as easing the burden on the taxpayers. Working TAS cases involved multiple aspects of collection such as:
- Established various types of payments agreements; such as; Direct Debit Installment Agreements, Streamline Installment Agreements, Regular Installment Agreements. Made determination on the eligibility of Taxpayer’s accounts for Currently Non-Collectible status. Reviewed tax returns and financial documentation provided by the taxpayer’s including; 433F, 433A, bank statements, and bills. Prepared form 668-D, Release of levy, for taxpayers who were facing a substantial hardship. Issued manual refunds, Input Credit transfers, Process delinquent returns, Prepared cases for appeals, Process penalty abatement requests, and issued Lien when applicable. Worked closely with TAS advocates in order to ensure that the Internal Revenue Manual as well as the Service Level Agreement Addendum is properly followed as well as provide expert recommendations for individual taxpayers’ accounts.
- ID theft Tax Examiner: Was part of the start up team, Specialized ACSS Identity theft unit. Received one on one training from the ID theft coordinator and aided in constructing the IRM and step-by-step procedures for the ID theft program. Received F14039, Identity theft affidavit, from taxpayers all around the US and reviewed each case thoroughly to determine the irregularities from their tax returns and the tax returns that were submitted fraudulently.
- Requested valid US Federal/ State government issued ID to validate the legitimacy of the taxpayer. Verify complete and legible documentation. Due to the burden Identity theft poses; these cases are top priority and worked quickly and efficiently to protect the taxpayer. Once Determination was made, worked directly with other ID theft units by Referring cases to designated ID theft adjustment (DITA), SFR, AUR, or Exam for resolution and adjustments.
- Followed up with appropriate function(s) to ensure cases were resolved correctly and timely. Once completed, provide taxpayers with official closing documents as well as resolution and educate taxpayers on ID theft to protect them in the future.
- Hours per week: 40, Series: 0592, Pay Plan: GS, Grade: 5-7
Education
High School Diploma -
Anderson High School
Cincinnati06-2001
Skills
- Proficient in OneNote, SharePoint, HR systems, and SETR
- Strong analytical and writing skills
- Strong communication skills
- Adaptable and detail-focused in travel roles
- Quality measurement analysis
- Comprehensive quality assessment
- Quality management expertise
- Document organization
- Operational performance tracking
- Critical thinking abilities
Accomplishments
- Streamlined quality monitoring processes by implementing tools such as the report card system, reducing recurring errors.
- Contributed to improved taxpayer assistance accuracy through active involvement in the CER pilot program.
- Enhanced training effectiveness, resulting in measurable quality improvements within assigned operations.
Languages
English
Native or Bilingual
Timeline
Quality manager
P&A
10.2024 - Current
Process manager
Collection Due Process
03.2023 - 10.2024
Tax Examining LEAD Technician
Collection Due Process
10.2020 - 12.2023
Tax Examining Technician
Collection Due Process
10.2017 - 10.2020
Acting team lead
Collection Due Process
10.2015 - 05.2017
Manager, team 304/ SUPV TAX EXAMINING ASSISTANT
ACSS
05.2015 - 10.2015
Tax Examining Technician
Collection Due Process
03.2014 - 05.2015
Manager, team 304, SUPV TAX EXAMINING ASSISTANT
ACSS
09.2013 - 03.2014
Tax Examining Technician, Automated Collection System Support
05.2010 - 09.2013
High School Diploma -
Anderson High School