Erika Collins
Bellflower,CA
Summary
With a proven track record at the IRS - Taxpayer Advocate Service, I excel in research proficiency, team building and team collaboration. My leadership significantly enhanced team productivity and morale, while my strategic initiatives improved operational efficiencies. Expert in staff supervision and database management, I thrive on solving complex problems and driving projects to completion.
Overview
18
18
years of professional experience
Work History
Taxpayer Advocate Service Group Manager
IRS - Taxpayer Advocate Service
Los Angeles, CA
06.2015 - 12.2024
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Developed strategies to improve team performance and productivity.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Worked closely with human resources to support employee management and organizational planning.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Implemented strategies to take advantage of new opportunities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Complied with company policies, objectives and communication goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Facilitated training sessions for new employees on company policies and procedures.
- Trained new employees on company policies, job duties, and performance expectations.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Senior Program Analyst
IRS - Taxpayer Advocate Service
Los Angeles, CA
03.2007 - 05.2015
- Planned and coordinated the Congressional Seminar each year for TAS.
- Facilitated training sessions on best practices for project management and evaluation techniques.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods, and team functions.
- Managed multiple projects simultaneously while meeting deadlines in a fast-paced environment.
- Evaluated operational activities across departments in order to create more efficient workflows.
- Performed research and analyzed content of records to make disclosure determinations.
- Conducted detailed analyses of complex data sets to identify trends, develop recommendations, and measure outcomes.
- Interviewed team leaders and recommended new strategies for motivating team members to boost productivity.
- Conducted record searches and coordinated with other units on procedural problems involving complex cases.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Program Analyst
IRS - Tax Payer Advocate Service
Los Angeles, CA
01.2007 - 03.2007
- Collaborated with business analysts to understand project requirements, customer expectations and timelines.
- Documented program development and subsequent revisions with comments for easy comprehension.
- Oversaw and managed the budget for travel, supplies, and requisition.
- Ensured employees needs and skill levels were met and addressed.
- Maintained the outreach database as the coordinator for the Taxpayer Advocate Service (TAS).
- Monitored competitor activities in order to stay ahead of industry trends and gain competitive advantage.
- Prepared periodic reports on the status of each program initiative including progress updates, challenges encountered, and successes achieved.
- Managed day-to-day operations of multiple programs simultaneously while ensuring quality standards are met throughout all phases.
- Maintained up-to-date knowledge of industry trends and best practices.
- Reviewed feedback from customers regarding their experiences with existing programs in order to identify areas needing improvement or enhancement.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Reviewed project specifications, identifying and remedying potential issues that could result in development delays.
- Collaborated with other departments within the organization to develop strategies for optimizing program operations.
- Collaborated with cross-functional teams to ensure successful program execution.
Education
High School Diploma -
Compton High School
Compton, CA06-1985
Some College (No Degree) - Business Administration
Compton College
Compton, CASkills
- Research proficiency
- Team collaboration
- Professional communication
- Staff supervision
- Database management
- Presentation skills
- Analytical thinking
- MS office
- Calendar management
- Self motivation
- Adaptability
- Multitasking
- Interpersonal skills
- Initiative and problem-solving skills
- Computer literate
References
References available upon request.
Timeline
Taxpayer Advocate Service Group Manager
IRS - Taxpayer Advocate Service
06.2015 - 12.2024
Senior Program Analyst
IRS - Taxpayer Advocate Service
03.2007 - 05.2015
Program Analyst
IRS - Tax Payer Advocate Service
01.2007 - 03.2007
High School Diploma -
Compton High School
Some College (No Degree) - Business Administration
Compton College
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