Felicia D Alexander
13601 Letti Lane, Pflugerville,TX
Summary
Highly-qualified expert with 17+ years of achievement in educational leadership, frontline management, customer service tax analyst, employment law, human resources, administration, and technical advisor.
Specialized experience in applying tax revenue codes, methods, theories, and labor relations terminology to operational guidance. Advanced knowledge in behavioral leadership competencies for senior managers, auditor of data records, mentor of team members for career enhancement, analyst of statistical research, progressive leadership and managerial development with operational governance while providing day-to-day guidance in professional improvement to maintain top quality service accountability, and classified investigative adherence on a global platform.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative Analyst
IRS
Austin, TX
01.2017 - Current
- Advocated with NTEU for teleworking model during COVID-19 CARES implementation & maintained 90% correspondence and phones for quality and efficiency in Wage & Investment (Accounts Management).
- Assisted AM with 92,915 customer-service calls for Economic Impact Payment or Refund Inquiries during FY 2021.
- Contributed to phone and paper correspondence quality goals.
- Achieved development of organization's strategic plan, operations, budget, personnel, and finance audit needs.
Temporary Frontline Manager (CADRE)
Internal Revenue Service, IRS
Austin, TX
01.2022 - 01.2024
- Assisted Accounts Management (AM) with finance in closing $250 billion in tax refunds for FY21-22 filing season.
- Advocated for taxpayers' resolution of tax controversy matters; accounting, financial or lawful positions.
- Served in a management position that includes tax administrative responsibilities; experience with operational policies, procedures, and processes of a large organization.
- Participated in negotiations with NTEU or other area or national initiatives that cross organizational boundaries.
- Clarified understanding to discuss different tax issues, policies, practices and laws in multifarious situations and different geographic areas.
- Demonstrated sensitivity to social, economic, and Congressional Administration for public perception of an organization.
- Initiated ways to improve work productive processes and internal career advancement while increasing quality.
Seasonal Tax Examining Technician
IRS
Austin, TX
02.2016 - 01.2017
- Adhered to privacy and disclosure policies while discussing casework on need-to-know basis.
- Referred possible violations of tax law cases requiring examination or legal determinations of tax revenue code to senior staff to increase revenue by 30%.
Customer Service Representative
FEMA
Austin, TX
07.2016 - 10.2016
- Assisted applicants with referrals to appropriate emergency programs, community resources, and other Federal agencies.
- Conducted verification to determine eligibility of applicants for disaster assistance through direct contact to gather and disseminate disaster information.
Substitute Teacher, K-12
Pflugerville Independent School District
Pflugerville, TX
11.2015 - 03.2016
- Developed and implemented creative lesson plans to educate diverse student audiences.
- Engaged annually in scholarly activities which include publications, research, and presentations.
Professional Scorer ACT Aspire
Pearson Assessment & Instruction Division
Austin, TX
03.2015 - 05.2015
- Conducted ongoing research and market quantitative analysis to inform strategic decisions in state assessment plans.
- Coordinated full range of activities associated with review of resolution plans under Title I, working collaboratively with other Pearson Division of Risk Management Supervision.
Student Teacher, Kindergarten
Austin Independent School District
Austin, TX
07.2014 - 10.2014
- Established learning systems program goals and objectives (i.e., course design and development strategies, training delivery processes, technology-enabled learning enhancements, processes, etc), ensured timely execution of program activities, and determining approaches to achieve goals.
- Planned and implemented lessons for kindergarten students that display rigorous instructional areas such as; English Language Arts, Mathematics, and Science according to state mandates.
Education
Master of Science - Employment Law
Champlain College
Burlington, VTMaster of Science - Curriculum And Instruction; GPA: 3.9
Concordia University Texas
Austin, TXBachelor of Science - Educational Psychology
Mississippi State University
Starkville, MSAssociate of Arts - Elementary Education
Holmes Community College
Goodman, MSSkills
- Expertise in Analytical Decision-Making
- Operational Governance
- Proficient in Taxpayer Advocate Service (TAS)
- Trained in Tax & Employment Law
- Federal Organizational Compliance (policies, procedures & laws)
- Monitor Statistical Quantitative Research Data
- Managed Tax Compliance
- Supervisory Advocacy & Senior Leadership
Accomplishments
- Analyzed and evaluated statistical budget data involving qualitative and quantitative research of revenue tax laws to determine the findings' accuracy.
- Secured classified data and protected sensitive personal and financial disclosure information unless authorized by law.
- IRS Surge Monetary Special Act Performance Award
- Investigated audit data to analyze tax offsets for taxpayers' to resolve promptly.
Affiliations
Member, Pi Lambda Theta Honor Society, 2014 to Present
Member, The Honor Society, 2016 to Present
Member, National Treasury Employees Union (NTEU), 2016 to Present
Member, Democratic National Party (DNC)
Member, National Association for the Advancement of Colored People (NAACP)
- Member, Holmes Community College Alumni Association
- Member, Mississippi State Alumni Association
- Member, Concordia University Texas Alumni Association
- Member, Champlain College Alumni Association
Certification
- Ken Blanchard on Servant Leadership; LinkedIn 05/2022
- Leadership Mindsets; LinkedIn 05/2022
- Executive Influence; LinkedIn 04/2022
- Speaking Confidently and Effectively; LinkedIn 04/2022
- Sysadmin, Audit, Network, and Security Certificate; IRS FY2021
- Privacy Training for Cybersecurity Certificate; IRS FY2021
- Facilities Management and Physical Security Services Certificate; IRS FY2022
- Employee Tax Compliance Certificate; IRS FY2022
AWARDS
- FY2022 IRS Surge Monetary Special Act Award
- Internal Revenue Service: Commitment To Excellence Lifetime Award FY 2018
- Strathmore's Who's Who Recipient for 2019 Global Leadership and Achievement at The Department of the Treasury Award
- Top Gun of the Week: IRS Quality Award; 2017
Timeline
Temporary Frontline Manager (CADRE)
Internal Revenue Service, IRS
01.2022 - 01.2024
Customer Service Representative Analyst
IRS
01.2017 - Current
Customer Service Representative
FEMA
07.2016 - 10.2016
Seasonal Tax Examining Technician
IRS
02.2016 - 01.2017
Substitute Teacher, K-12
Pflugerville Independent School District
11.2015 - 03.2016
Professional Scorer ACT Aspire
Pearson Assessment & Instruction Division
03.2015 - 05.2015
Student Teacher, Kindergarten
Austin Independent School District
07.2014 - 10.2014
Master of Science - Employment Law
Champlain College
Master of Science - Curriculum And Instruction; GPA: 3.9
Concordia University Texas
Bachelor of Science - Educational Psychology
Mississippi State University
Associate of Arts - Elementary Education
Holmes Community College
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