Gabriela Lopez
Oakland,CA
Summary
Detail-oriented professional specializing in software troubleshooting and project management. Expertise in user training and documentation development, leading to enhanced operational efficiency and superior customer service. Proven ability to improve training outcomes and streamline processes through effective collaboration with IT teams.
Overview
26
26
years of professional experience
Work History
Telephone System Analyst
Department of the Treasury, Internal Revenue Service
Oakland, California
06.2023 - Current
- Developed comprehensive documentation for system processes and user guides to improve training outcomes.
- Collaborated with IT teams to troubleshoot software issues, ensuring prompt resolutions.
- Conducted user training sessions, enhancing staff proficiency in system utilization.
- Analyzed user requirements and implemented modifications to increase operational efficiency.
- Managed project timelines and deliverables, ensuring successful completion of initiatives.
Functioning Coordinator
Department of the Treasury, Internal Revenue Service
Oakland, California
01.2019 - 05.2023
- Facilitated interdepartmental communication, enhancing workflow efficiency across departments.
- Created comprehensive training materials for new staff on operational procedures and policies.
- Executed daily tasks with high accuracy, contributing to overall operational effectiveness.
- Identified customer needs promptly, improving service delivery outcomes.
- Issued equipment to 150 CRs, ensuring availability for operations.
- Maintained all equipment and operations, supporting seamless functionality.
- Delivered exceptional customer service through both in-person and phone interactions.
- Collaborated with team members to achieve project objectives within deadlines.
Team Leader
Department of the Treasury, Internal Revenue Service
Oakland, California
02.2010 - 12.2018
- Coordinated team meetings to discuss project updates and strategic initiatives.
- Assisted in developing training materials for new team members.
- Supported the implementation of departmental policies and procedures.
- Conducted research on compliance regulations and best practices.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
Lead Instructor
Department of the Treasury, Internal Revenue Service
Oakland, California
05.2009 - 12.2018
- Developed instructional materials for training programs on tax compliance.
- Delivered engaging presentations on tax regulations to diverse audiences.
- Facilitated workshops to enhance understanding of IRS services and resources.
- Assisted in evaluating training needs for departmental staff.
- Collaborated with team members to refine instructional strategies and content.
- Implemented teaching strategies to maximize student learning outcomes.
- Monitored student comprehension levels throughout courses.
- Evaluated students to identify learning deficiencies and create improvement plans.
Customer Representative
Department of the Treasury, Internal Revenue Service
Oakland, California
08.1999 - 12.2018
- Assisted taxpayers with inquiries on tax returns and payments, ensuring clarity and compliance.
- Resolved customer complaints efficiently by investigating and implementing effective solutions.
- Educated taxpayers on available agency resources and services to enhance understanding.
- Informed customers about billing procedures and processed payments accurately.
- Maintained accurate customer records in company database to support operational efficiency.
- Collaborated with team members to streamline customer service processes.
- Demonstrated strong problem-solving skills while addressing diverse customer issues.
- Exceeded productivity targets through exceptional customer service during every interaction.
Instructor
Department of the Treasury, Internal Revenue Service
Oakland, California
03.2003 - 04.2009
- Developed engaging lesson plans tailored to diverse student needs.
- Facilitated classroom discussions that promoted critical thinking skills.
- Organized workshops that supported professional development for staff.
- Utilized technology to enhance teaching methods and learning experiences.
- Conducted lectures, demonstrations, and group activities to enrich educational engagement.
- Adapted teaching strategies based on students' physical, emotional, and intellectual capabilities.
- Participated in meetings and training sessions to advance skills and credentials.
Education
High School Diploma -
Saint Joseph Notre Dame
Alameda05-1993
Some College (No Degree) - Accounting
College of Alameda
Alameda, CASkills
- System analysis and requirements gathering
- User training and documentation
- Software troubleshooting
- Project management
- Operational efficiency
- Problem solving
- Technical documentation
- Customer relationship management
- Effective communication
Languages
Spanish
Professional
Accomplishments
- Received Annual Awards based on my 5 rating (highest possible), received every year. The award was 3% of my salary. I received a 5 rate since 2010.
Timeline
Telephone System Analyst
Department of the Treasury, Internal Revenue Service
06.2023 - Current
Functioning Coordinator
Department of the Treasury, Internal Revenue Service
01.2019 - 05.2023
Team Leader
Department of the Treasury, Internal Revenue Service
02.2010 - 12.2018
Lead Instructor
Department of the Treasury, Internal Revenue Service
05.2009 - 12.2018
Instructor
Department of the Treasury, Internal Revenue Service
03.2003 - 04.2009
Customer Representative
Department of the Treasury, Internal Revenue Service
08.1999 - 12.2018
High School Diploma -
Saint Joseph Notre Dame
Some College (No Degree) - Accounting
College of Alameda