Holly Poteet
Palmyra,United States
Summary
Self-motivated and goal-oriented Compliance Officer with over 23 years experience of various professional experience in investigation, enforcement and supervision. Expert in tax law enforcement and financial analysis with a proven ability to resolve complex tax issues and ensure compliance. Strong communicator, proficient in analyzing and summarizing data to review, update, and implement, with extensive experience in managing collections processes and maintaining regulatory standards. Success in guiding teams and achieving strategic objectives through efficient operational management and process improvements.
Overview
23
23
years of professional experience
Work History
Revenue Officer - GS 1169-12 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
03.2023 - Current
- Performs supervisory duties providing technical support and guidance on complex tax law or procedural questions, which frequently involve issues that are not clearly defined.
- Conducts collection activities instrumenting complex enforcement actions on an inventory of 43 high dollar tax delinquencies cases.
- Carries out large scope, cross-functional, and technically complex investigations.
- Adheres to and incorporates knowledge of the Internal Revenue Code, and Federal and State tax laws to produce special condition liens, civil suit affidavits, memorandums of support, and complex litigation correspondence.
- Expertly recognized fraud scenarios and utilize an array of tools to see each case through to collection or prosecution.
- Utilizes effective instructional resources to provide training in various learning environments, including face-to-face, virtual and on the job.
- Built an extensive knowledgebase through Continuing Professional Education and remedial courses.
- Collaborates with other departments to streamline operations by promoting newly developed software and technologies.
- Executes assessment of Trust Fund Recovery Penalty, seizure of real and personal assets, Suit to Foreclose/Judgement, Nominee/Alter Ego Liens and fraud referrals.
- Developed strong working relationships with taxpayers, fostering trust and encouraging voluntary compliance.
- Provided guidance and service on various financial problems in order to assist taxpayers' in resolving tax issues.
- Contributed to a positive work environment through proactive collaboration and effective communication with colleagues.
- Maintained detailed case documentation, ensuring accurate recordkeeping and streamlined communication among team members.
- Exceeded performance targets consistently by prioritizing tasks effectively and managing caseloads efficiently.
- Provided exceptional customer service to address taxpayer inquiries and resolve disputes quickly while considering alternative means of resolving tax debt issues if taxpayer could not pay
- Mentored junior staff members, sharing valuable knowledge gained from years of experience in the field of revenue collection.
- Conducted thorough investigations to uncover hidden assets, increasing revenue collection success rates.
- Participated in continuous professional development opportunities to stay current on industry trends and best practices in revenue collections.
- Conducted research, interviews and investigations for information pertaining to alleged criminal violations, identifying potential fraud cases, leading to the recovery of unpaid taxes and prevention of revenue loss.
- Produced briefs, located records and organized documentation to support court cases.
- Supported management with ad hoc reporting needs, enabling informed decision-making regarding revenue collection efforts.
Revenue Officer - GS 1169-11 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
06.2012 - 03.2023
- Counsels taxpayers on their tax filing, deposit and payment obligations that required to bring taxpayers into full compliance.
- Manages an assigned inventory of 76 cases using case history/reports to support case decisions and recommendations.
- Utilizes policies and procedures, regulations, court decisions, state and local laws, and various Titles of the United States Code to provide instructions and analyses of issues presented by taxpayers, practitioners and IRS employees.
- Conducts interviews with taxpayers (and/or their representatives) with the purpose of securing complete financial information and assessing the taxpayer’s ability to pay outstanding tax obligations.
- Completes credit and financial analysis of the taxpayers financial records and condition to determine their ability to pay outstanding tax obligations and prevent future delinquencies.
- Applies expense standards to provide guidance on a wide range of financial alternatives to assist taxpayers in identifying options that could assist in resolving delinquent tax obligations, including but not limited to installment agreements, offers in compromise or suspending collection action.
- Performs financial investigations utilizing public records, tax returns, summonses, and financial and credit information to locate distrainable assets.
- Confers with internal and external advisors, analysts, or attorneys (for example: Counsel or Department of Justice) regarding case development, issue determination, case processing and coordination.
- Recognizes patterns of delay and other indicators that a taxpayer is not cooperating or attempting to defeat assessment or collection of delinquent tax.
- Prepares affidavits, statements and testimony for court cases, such as summons enforcement, or seizure action.
Revenue Officer - GS 1169-09 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
08.2009 - 06.2012
- Assist and educate citizens regarding financial responsibilities pertaining to tax laws; independently managing an inventory of 93 tax delinquency cases.
- Protects the government interest by making determination to file Federal Tax Lien on delinquent tax liabilities.
- Guide and educate individuals, self-employed and small business owners through tax laws and applicable changes to ensure future compliance.
- Incorporated strong analytical and technical skills to make complex decisions and reach case resolution.
- Collected delinquent federal taxes and secured all delinquent returns.
- Performed timely enforcement actions on delinquent tax liabilities to efficiently establish and maintain current compliance.
- Recommended financial solutions in relation to tax implications.
New Business Operations Manager ~ 55 Hours/ Week
TAG, A Perot Systems Co.
04.2007 - 08.2009
- Oversaw programs in accordance with Federal and State laws and regulations; established departmental policies and procedures and researched regulations to accurately answer internal and external stakeholder’s questions.
- Developed background information, researched documents, compiled statistical data, recommended problem solutions, and summarized final reports for senior management.
- Issued verbal and written disciplinary actions to personnel, taking corrective action to improve performance and/or address violation of company policy.
- Monitored and recorded information to build effective yet efficient services, and more specifically provide others with feedback to enhance and ensure utilization of best practices.
- Coordinated office activities and operations to secure efficiency and compliance to company policies.
- Prepared manuals and trained workers in use of new forms, reports, procedures or equipment, according to organizational policy.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Ensured compliance with industry regulations by developing robust policies and procedures.
- Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
- Developed strategic partnerships with key stakeholders, fostering collaboration and driving growth.
- Established performance metrics to evaluate team effectiveness and identified opportunities for improvement.
- Managed cross-functional teams for successful project completion and timely delivery of products or services.
- Implemented cost-saving measures, reducing operational expenses without sacrificing quality or productivity including a (RIF) reduction in force.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
- Fostered a positive work environment that supported employee engagement and retention.
- Directed resource allocation, ensuring optimal utilization of personnel, equipment, and facilities in alignment with business goals.
- Championed a continuous improvement culture by encouraging innovation and proactive problem-solving among team members.
- Facilitated seamless communication between departments to foster collaboration on shared objectives.
- Designed comprehensive training programs to enhance employee skills and boost overall performance.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Streamlined inventory management processes to reduce waste and increase profitability.
- Oversaw risk management efforts, identifying potential operational risks and implementing preventative measures to mitigate impact.
- Drove process improvements to enhance product quality and customer satisfaction, leading to increased customer retention rates.
- Led team meetings to foster clear communication and ensure alignment with company goals, resulting in improved team morale.
- Improved customer satisfaction by quickly addressing and resolving customer complaints and feedback.
- Supported development of positive work culture by organizing team-building activities and recognizing employee achievements.
- Analyzed performance data to identify trends and areas for improvement, informing strategic planning processes.
- Enhanced operational efficiency by streamlining internal processes and eliminating redundant tasks.
- Enhanced team productivity and efficiency through adoption of agile methodologies and continuous improvement practices.
- Developed comprehensive training programs for new employees, ensuring faster and more consistent onboarding experience.
- Interacted well with customers and clients to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Successfully created and implemented a new team and precesses that did not exist prior.
Call Team & Large Case Supervisor ~ 45 Hours/ Week
TAG, A Perot Systems Co.
05.2006 - 08.2007
- Communicate direction on priority, exceptions and escalated cases with clients underwriting department.
- Conducted regular audits of case files to maintain quality control standards while identifying areas for improvement or further training opportunities for staff members.
- Maintained accurate records for all assigned cases, leading to improved reporting and evaluation processes.
- Optimized resource allocation within the team by reviewing workload distribution regularly and making necessary adjustments when needed.
- Ensured compliance with company policies and regulatory requirements by staying informed on industry best practices and attending professional development opportunities.
- Managed sensitive situations with professionalism and empathy, fostering trust and rapport with clients during challenging periods.
- Collaborated with supervisors on program improvements, contributing valuable insight based on hands-on experience with clients' needs.
- Promoted a positive work environment by providing mentorship to junior staff members regarding case management best practices.
- Provided timely feedback on team performance through consistent evaluations, driving continuous improvement in case management efficiency.
- Provided leadership, guidance and support to staff members.
Life Policy Issue Supervisor ~ 45 Hours/ Week
TAG, A Perot Systems Co.
06.2004 - 05.2006
- Organized weekly meetings with the team to discuss ongoing cases, share insights, and coordinate resources effectively.
- Maintained detailed documentation on resolved cases for future reference and process improvement purposes.
- Served as an escalation point for complex or high-priority cases, providing expert guidance to ensure swift resolution of critical issues impacting business operations or client satisfaction levels.
- Developed training materials for new hires, reducing onboarding time and increasing team productivity.
- Contributed to process improvement initiatives by providing valuable insights on best practices for effectively resolving client issues and enhancing overall efficiency levels within the department.
- Established clear communication guidelines within the team, enhancing collaboration and expediting issue resolution.
- Assisted in recruiting top talent for the issue management department, contributing to a strong and capable workforce.
- Participated in cross-departmental initiatives aimed at improving overall company performance through streamlined processes and effective problem-solving strategies.
- Conducted regular performance evaluations for team members, providing constructive feedback and promoting professional growth.
- Resolved customer complaints effectively, fostering positive relationships with clients and maintaining company reputation.
- Reduced customer escalations by proactively addressing potential roadblocks in the issue resolution process.
- Stayed up-to-date on multiple states laws and licensing requirements to complete accurate and efficient reviews.
1035 Annuity Customer Service Rep ~ 40 Hours/ Week
TAG, A Perot Systems Co.
08.2002 - 06.2004
- Work directly with agents on the phone regarding their applications submitted; apply money to policies; work directly with home office regarding problem policies or policies that need updated; answer questions from my teammates
- Handled complaints competently by listening, asking questions to clarify requests and relating empathetically.
- Maximized efficiency by managing multiple tasks simultaneously without compromising attention to detail or accuracy in work output.
- Enhanced customer satisfaction by addressing and resolving annuity-related concerns promptly and professionally.
- Provided comprehensive information on annuity products and features, enabling informed decision-making by clients.
- Collaborated with team members to achieve departmental goals and maintain high performance standards.
- Expedited claim processing for improved turnaround time, ensuring timely payments to policyholders.
- Participated actively in training sessions to continuously improve product knowledge and service skills.
- Maintained up-to-date knowledge of industry regulations and compliance requirements, ensuring a reliable service experience for clients.
- Handled sensitive personal data with utmost discretion, adhering strictly to privacy policies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Supported new hires and team members by sharing expertise on annuities and company policies.
Education
High School Diploma -
Lincoln Southeast High School
Lincoln, NE, United States-
Computer Skills
Skills
- Microsoft Office proficiency
- Customer service and support
- Conflict resolution
- Clear and concise communication
- Teamwork and collaboration
- Leadership and decision-making
- Analytical thinking and problem-solving
- Time management and prioritization
- Research and investigative techniques
- Tax compliance and law understanding
Accomplishments
- Oversaw programs in accordance with Federal and State laws and regulations, established departmental policies and procedures and researched regulations to accurately answer internal and external stakeholder's questions.
- Developed background information, researched documents, complied statistical data, recommended problem solutions, and summarized final reports for senior management.
- Issued verbal and written disciplinary actions to personnel, taking corrective actions to improve performance and/ or address violations of company policies.
- Subject matter expert for Electronic Trust Fund Recovery Penalty Program and Document upload tool.
- Team morale and quality attribute coordinator.
- Received performance awards by exceeding job expectations.
- Collaborated with team of seven to promote use of emerging technologies.
- Achieved a criminal conviction of tax fraud by completing an depth investigation, criminal referral and working with criminal investigators.
- Achieved Time-off award through effectively helping with Accounts Management back log on detail.
- Monitored and recorded information to build effective and efficient services, and more specifically provide others with feedback to enhance and ensure utilization of best practices.
- Coordinated office activities and operations to secure efficiency and compliance to company policies.
- Prepared manuals and trained workers in use of new forms, reports, procedures or equipment, accordingly to organizational policy.
- Supervised team of 140 staff members including an offshore team.
- Instructed CPE (Continuing Professional Education) classes.
- Initial stage analyst - CKGE Graph Database
- Mentor to other Revenue Officers.
- Intermittently serves as Acting Manager
- Subject Matter Expert for minor IT issues and Document Upload Tool
- Small Group Leader of Unit 1 and Unit 2 Revenue Officer Training
- Field software tester before release to all systems
- Embracing Technology participant, collaborator and presenter
- Complex case actions accomplished: Criminal tax fraud conviction from referral, Seizure of real property (personal residence), Suit to reduce the Notice of Federal Tax Lien to judgment, Suit to foreclose on Notice of Federal Tax Lien, Alter-ego and Nominee liens and levies
Job Type
Permanent, Telework
Desired Locations
United States, NE, Lincoln
Job Related Training
- Continuing Professional Education, Annually
- Taxpayer Rights, Annually
- Anti Money Laundering Training, Annually
- HIPAA Training, Annually
- Standard, Ethical and Principles Training, Annually
- Privacy, Security and Anti-Fraud Training, Annually
- UNAX, Annually
- Revenue Officer Unit 1, 2 and 3 Training
- Leadership Workshop, 05/01/07
- Advanced Tech 1 Revenue Officer Training, 08/01/14
- Advanced Tech 2 Revenue Officer Training, 07/01/15
- Revenue Officer On-the-Job Instructor Training, 06/01/22
Day Phone
402-499-6666
Attributes
- Spearheading initiatives
- Fact-Finding investigations
- Evidence based best practices
- Data Analysis & Reporting
- Leadership/ Training/ Guidance
- Intra - Interagency Collaborations
- Financial analyses
- Compliance
- Internal Controls
- Troubleshooting
- Research & Presentation
Performance Awards, Managerial Award, Time-off Awards
Managerial award granted for above and beyond assistance of higher graded duties. Time-off awards for assisting beyond standard job duties. Performance awards for exceeding job expectations.
Timeline
Revenue Officer - GS 1169-12 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
03.2023 - Current
Revenue Officer - GS 1169-11 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
06.2012 - 03.2023
Revenue Officer - GS 1169-09 ~ 40 Hours/ Week
Internal Revenue Service, Department of Treasury
08.2009 - 06.2012
New Business Operations Manager ~ 55 Hours/ Week
TAG, A Perot Systems Co.
04.2007 - 08.2009
Call Team & Large Case Supervisor ~ 45 Hours/ Week
TAG, A Perot Systems Co.
05.2006 - 08.2007
Life Policy Issue Supervisor ~ 45 Hours/ Week
TAG, A Perot Systems Co.
06.2004 - 05.2006
1035 Annuity Customer Service Rep ~ 40 Hours/ Week
TAG, A Perot Systems Co.
08.2002 - 06.2004
High School Diploma -
Lincoln Southeast High School
-
Computer Skills
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