Gaetano Daniel Lombard
Jacksonville,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact the Service's success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Frontline Manager
Internal Revenue Service, IRS
11.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Classroom Instructor/OJI
Internal Revenue Service, IRS
- I was trained as a classroom instructor and taught Continuing Personal Education (CPE) classes to fellow coworkers
- I created lesson plans and instructed on numerous topics
- I guided employees to the proper resources whenever they needed references
- I was also tasked to instruct new hires to learn the necessary tools to be able to process case in ACS/Collections correctly and efficiently using topics or lessons provided by headquarters
- I reviewed the course material to verify the accuracy, the correct IRM links and references
- I instructed classes from
- I Instructed Virtual SABA sessions October 2020
- Evaluated progress of individual students to adjust teaching strategies to meet needs.
Acting Lead/Manager
Internal Revenue Service, IRS
- As a manager, I plan work to be accomplished by subordinates, set and adjusted short-term priorities and prepared schedules for completion of work. I assign work to subordinates based on priorities. I evaluate work performance of subordinates and make recommendations for outstanding performance recognition. I am responsible for ensuring subordinates had clear understanding of their responsibilities. I ensure that subordinates adhere to their assigned work schedule.
- I fulfill all obligations as a frontline manager like verify and certify subordinates' input in Single Entry Time Reporting System (SETR). I perform monthly closed case reviews using Embedded Quality Review System (EQRS). I conduct weekly team meetings. I prepare Monthly Briefings and responds to upper management inquiries timely.
- I accept responsibility for my own decisions and those of subordinates. I plan work to be accomplished by subordinates and set and adjusted short-term priorities and prepared schedules for completion of work. I assigned work to subordinates based on priorities. I evaluated work performance of subordinates and made recommendations for outstanding performance recognition.
- I provide technical guidance on issues, proposals, and activities impacting program operations, and ensure operating units are in alignment with regulatory and administrative provisions and requirements. I provided feedback problems facing operating unit functions or those of particular concern within the organization assigned and Cross-trained existing employees to maximize team agility and performance.
- As a Lead Contact Representative, I carried out a full range of responsibilities in resolving issues and obtaining information relative to the tax administration process. I effectively maintained leadership in a group environment. I earned the respect and loyalty of subordinates in a customer service toll-free system used by the public to resolve issues and obtain information about tax administration.
- I demonstrated excellence in a critical leadership role.
- I distributed, monitored and reported on workload in accordance with established workflow or job specialization.
- I assured equitable distribution among Subordinates and timely accomplishment of assigned workloads.
- I amended and or rejected work not meeting established standards and referred to the supervisor any problems on meeting performance standards.
- I kept abreast of changing government regulations while displaying a strong ability to lead and direct.
- I resolved simple informal complaints; refer others to the supervisor.
- I performed administrative duties in the absence of the team manager and made suggestions concerning personnel actions and recognition of outstanding performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Collection Representative
Internal Revenue Service, IRS
09.2004 - 11.2021
- As a Collection Representative, I am responsible for delivering consistent and value-added customer service to taxpayers
- I am responsible for providing assistance to taxpayers, their representatives and authorize third parties
- I use the most penetrating and objective evaluations to arrive at sound decisions
- I educate taxpayers, and/or their representatives of the taxpayer’s obligation to file and pay taxes timely
- I evaluate and analyze taxpayer's tax account information and make wise and fair judgments based on solid facts
- I make effective use of all organizational resources to help taxpayer’s obtain the necessary documents needed to prepare and file delinquent tax returns
- I use sound judgment based on broad experiences when evaluating the issuance or release enforcement actions
- I demonstrate a high level of technical competence when establishing installment agreements to help taxpayers satisfy their delinquent tax obligations
- I review and analysis taxpayer's financial information to determine their ability to pay while maintaining the ability to meet necessary living expenses.
- Balanced diplomacy with assertiveness when working with customers, ensuring respectful communication while maintaining a focus on collections objectives.
- Improved customer satisfaction by promptly addressing and resolving account issues.
Costumer Service Representative
Internal Revenue Service, IRS
10.2001 - 09.2004
- I was extensively trained in tax law matters and was tasked to answer calls from taxpayers who were seeking information on tax return preparations
- I was extensively trained in tax return preparation and tax law such as claiming dependents, credits and deductions (Schedule A), Taxable Income, Schedule D (cost basis, gains and losses, stock sales, sale of a home), Individual Retirement Accounts (IRA)
- I was extensively trained to evaluate and analyze taxpayers account and to make adjustment as necessary.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
customer service representative
10.2001 - 05.2004
- I was extensively trained in tax law matters and was tasked to answer calls from taxpayers who were seeking information on tax return preparations
- I was trained in basic tax law such as claiming dependents, credits and deductions (Schedule A), Taxable Income, Schedule D (cost basis, gains and losses, stock sales, sale of a home), Individual Retirement Accounts (IRA)
- I was extensively trained to evaluate and analyze taxpayers account and to make adjustment as necessary.
Front Line Manager
Internal Revenue Service
- 08.2021
- This is a federal job
acting manager
09.2019 - 02.2020
- I planned work to be accomplished by subordinates, set and adjusted short-term priorities and prepared schedules for completion of work
- I assigned work to subordinates based on priorities
- I evaluated work performance of subordinates and made recommendations for outstanding performance recognition
- I was responsible for ensuring subordinates had clear understanding of their responsibilities
- I ensured that subordinates adhered to their assigned work schedule
- I fulfilled all obligations as a frontline manager
- I verify and certify subordinates' input in Single Entry Time Reporting System (SETR)
- I performed monthly Embedded
- Quality Review System (EQRS) reviews
- I conducted weekly team meetings
- I prepared Monthly Briefings and responded to upper management inquiries timely
- I accepted responsibility for my own decisions and those of subordinates
- Supervisor: Mr
- David Miller (904-301-3554)
- Okay to contact this Supervisor: Yes
Contact Representative
W Bay St
05.2004 - 11.2021
- Salary: $59,557.00 USD Bi-weekly
- Hours per week: 40
- Series: 0962, Pay Plan: GS - General Schedule (Ch
- 51, 5 U.S.C.)
- Grade: 8
- Duties, Accomplishments and Related Skills:
400 W Bay
09.2019 - 01.2020
- Salary: $0.00 USD Bi-weekly
- Hours per week: 40
- Series: 0962 Contact Representative4/24, 3:41 PM Print Resume https://www.usajobs.gov/applicant/document/resumes/ 3/4
- Pay Plan: IR - Internal Revenue Service Broadband Classification And Pay System Positions Only
- Grade: 7
- This is a time-limited appointment or temporary promotion
- Duties
Education
4/24, 3:41 PM Print Resume -
Levy Program, BMF Tax Delinquent Account(TDA), IMF Tax Delinquent Account(TDA) -
Refresher, JEEDA Training, ITIN Training, Guidelines for using Email, Document 6209, ADP and IDRS Information(SDLM), Backup Withholding(SDLM), IRA’s, Pensions and Annuities for CAS, Intermediate Individual Tax Returns-Estimated Taxes-Module 9, Income Tax Withholding-Module 10, Underpayment of Estimated Taxes-Module 11, Probe and Response Guide-Module 1, Social Security Benefits Refresher Course 6712B lesson 9, Probe and Response Guide-Module K, ACS Basic-Contact Recording , ACS Green Screen System, IMF Tax Delinquency Investigation(TDI), Special Case Processing, Liens, Automated -
8, IDRS Training Part 1 & 2, SERP Training for CSRS, Researching CS IRM, Resolution IMF Balance Due Inquiries, IMF Balance due for Field Assistance(Module 1 & 2), Introduction to ICP(Integrated Case Processing), Individual Income Tax Returns-Income, Individual Income Tax Returns-Itemized Deductions, Individual Income Tax Returns-Credits, Resolution of IMF Balance Due Inquiries, Refresher Mandatory Topics, Schedule A, Responding to Refund Inquiries, IMF Adjustments-Beginning, Quality Deficiency Issues(4 modules), Individual Tax Returns-Intermediate, Community Property, Basis of Assets-Module 1-Individual Tax Returns-Intermediate, Capital Gains and Losses-Module 2-Individual Tax Returns-Intermediate, Selling Your Main Home-Module 3; Individual Tax Returns-Intermediate, Casualty and Theft Losses(Non Business)-Module 4, Moving Expenses-Module 5, Estimated Taxes-Module 9, Intermediate Individual Tax Law-Accounts Management and Field Assistance Workbook, Individual Tax Return-Bad Debts, Desktop Integration Basic -
7
Bachelor's degree - Political Science, Statistics, Sciences
Virgen Delos Remedios College
Olongapo City, Philippines03.1994
Skills
- Student Engagement
- Collaborative learning
- Public Speaking
- Student Motivation
- Subject matter expertise
- Student rapport
- Problem-Solving
- Time Management
- Multitasking
- Adaptability and Flexibility
- Interpersonal and Social Skills
- Interpersonal Skills
Timeline
Frontline Manager
Internal Revenue Service, IRS
11.2021 - Current
acting manager
09.2019 - 02.2020
400 W Bay
09.2019 - 01.2020
Collection Representative
Internal Revenue Service, IRS
09.2004 - 11.2021
Contact Representative
W Bay St
05.2004 - 11.2021
Costumer Service Representative
Internal Revenue Service, IRS
10.2001 - 09.2004
customer service representative
10.2001 - 05.2004
Classroom Instructor/OJI
Internal Revenue Service, IRS
Acting Lead/Manager
Internal Revenue Service, IRS
Front Line Manager
Internal Revenue Service
- 08.2021
4/24, 3:41 PM Print Resume -
Levy Program, BMF Tax Delinquent Account(TDA), IMF Tax Delinquent Account(TDA) -
Refresher, JEEDA Training, ITIN Training, Guidelines for using Email, Document 6209, ADP and IDRS Information(SDLM), Backup Withholding(SDLM), IRA’s, Pensions and Annuities for CAS, Intermediate Individual Tax Returns-Estimated Taxes-Module 9, Income Tax Withholding-Module 10, Underpayment of Estimated Taxes-Module 11, Probe and Response Guide-Module 1, Social Security Benefits Refresher Course 6712B lesson 9, Probe and Response Guide-Module K, ACS Basic-Contact Recording , ACS Green Screen System, IMF Tax Delinquency Investigation(TDI), Special Case Processing, Liens, Automated -
8, IDRS Training Part 1 & 2, SERP Training for CSRS, Researching CS IRM, Resolution IMF Balance Due Inquiries, IMF Balance due for Field Assistance(Module 1 & 2), Introduction to ICP(Integrated Case Processing), Individual Income Tax Returns-Income, Individual Income Tax Returns-Itemized Deductions, Individual Income Tax Returns-Credits, Resolution of IMF Balance Due Inquiries, Refresher Mandatory Topics, Schedule A, Responding to Refund Inquiries, IMF Adjustments-Beginning, Quality Deficiency Issues(4 modules), Individual Tax Returns-Intermediate, Community Property, Basis of Assets-Module 1-Individual Tax Returns-Intermediate, Capital Gains and Losses-Module 2-Individual Tax Returns-Intermediate, Selling Your Main Home-Module 3; Individual Tax Returns-Intermediate, Casualty and Theft Losses(Non Business)-Module 4, Moving Expenses-Module 5, Estimated Taxes-Module 9, Intermediate Individual Tax Law-Accounts Management and Field Assistance Workbook, Individual Tax Return-Bad Debts, Desktop Integration Basic -
Bachelor's degree - Political Science, Statistics, Sciences
Virgen Delos Remedios College
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