Iris Sauber
Baltimore,MD
Summary
Excellent teacher. Outstanding interpersonal skills and an ability to easily establish rapport and connect with others of diverse backgrounds. Strong work ethic and high integrity. Proficient independent worker with management ability; Able to multi-task; Exceptional communication skills both written and oral.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Supervisory Contact Rep (Customer service)
Internal Revenue Service
03.2021 - 06.2025
- Plan, direct, and prioritize work of contact representative team providing direct supervision to ensure completion of work within assigned area of responsibility. Research, analyze, investigate, and resolve extremely complex taxpayer inquiries and requests. Evaluate team members’ performance and recommend performance and/or disciplinary actions. Hear and resolve employee complaints; refer group grievances and/or more serious unresolved complaints to higher level managers as appropriate. Identify and initiate ways to improve efficiency and team productivity such as implementation of a Development and Geographic Leadership Groups to foster interagency collaboration, team coverage, and development/training of employees requiring additional support. Facilitate weekly team meetings to inform staff of all changes and drive customer satisfaction. Leadership Development Program participant, 2022; Voted manager of the year 2024.
CER Specialist (Centralized Evaluative Review)
Internal Revenue Service
08.2018 - 03.2021
- Part of the first team of national reviewers selected to monitor and review incoming calls from taxpayers to CSRs answering toll free lines. I recorded reviews in the EQRS database. I worked on analytical reports and contests and various other duties. I created reports to analyze current errors and trends which might be addressed in order to boost quality results. I am also adept at using all IRS systems and programs. I was part of a 3- person team who prepared an internal newsletter which outlined error trends and suggestions for improvement. I wrote articles for the BAR which is the CER newsletter. I created the name BAR (standing for Baltimore, Andover & Richmond). I received a performance award for 2019 and maintained the highest annual evaluative rating.
Lead Contact Representative
Internal Revenue Service, Baltimore Call Center
12.2016 - 08.2018
- I utilized the new Verint Phone Monitoring System. I supported a team of CSRs by teaching, creating workshops and doing knee-to-knee dual jacking. I used IRS systems to train and support CSRs and assist America’s taxpayers resolve issues. I utilized all systems available to analyze, interpret and solve account issues. I communicated with taxpayers and researched to find policies and procedures to assist them in solving their problems. I set up payment plans, performed compliance checks and addressed reasons for balances. My work included: inputting and reviewing adjustments, credit transfers, updating entities, locating payments and more. I sat in for the manager when she/he was not available. Each week I was responsible for resolving the reports in a timely fashion. On an ongoing basis, I shared updates and best practices with team members to keep them current throughout the year. As a Certified Classroom Instructor, I taught classes to new hires and CPE classes to my team during filing season readiness 2017 and 2016. answered calls on the Lead Gate. While staffing the lead gate, I assisted CSRs from all over the country to resolve TP accounts. I attended several sessions with Quality to review call monitoring and coding procedures for call site consistency. I supported my team by taking minutes at team meetings when the secretary was unavailable. I presented information at team meetings to keep members up to date on procedures, and policies. I supported my team manager in all endeavors. My work included: reviewing and researching account information in order to locate the correct policies/procedures to the caller to resolve any issues they had. I became a Certified On the Job Instructor in 2015. Performance awards received: 2019, 2018, 2017, 2016, 2015, 2014, 2013, and more.
Founder & President
Center for Conscious Living
06.2007 - 10.2007
- 501C3 Non- profit supporting human growth potential, Plan and execute classes, workshops, socials and outreach to support members, visitors, and other area organizations. Oversee all business, legal and marketing functions. Create and maintain website, advertising, weekly newsletter, fundraisers and more. President of the Board of Trustees and Founder of Center
President
Sauber & Associates, LLC
09.1995 - 06.2007
- Sauber & Associates provided sales training, customer service and marketing/development seminars, workshops and consulting. We created and facilitated dozens of programs to support small to mid-size businesses in increasing their revenues, profit margins and market share. Helped individuals who wanted to start businesses in step-by-step oversight of what needed to be done to create a viable, legal business entity in state of Maryland. Consulted with various for profit and non -profit organizations to support their development efforts. I facilitated many sales training workshops to local businesses and agencies, including the state of Maryland Correction Department. Public Speaking as keynote speaker at various venues to include: Anne Arundel Community College commencement address, Jewish Women’s League motivational talk; Member Baltimore Speaker’s Bureau; adjunct professor at Anne Arundel community college.
Education
Bachelor of Science - English and Sociology
Towson University
Towson, MDAccounting 101 & 102 - undefined
Community College of Baltimore County
Baltimore, MDDFS - undefined
North American Foodservice Manufacturers Association
Web design classes
University of Maryland, Baltimore County
Baltimore, MDWeb design classes
University of Florida online
Skills
- Event Planning Experience
- Outstanding Communication Skills
- Business Start Up Expertise
- Sales/Business Development
- Trained Mediator
- Leadership/Supervisory Skills
Accomplishments
Improved quality, increased sales and created a culture of inclusivity
Certification
- Certified On the Job Instructor in 2015
- Performance awards received: 2019, 2018, 2017, 2016, 2015, 2014, 2013, and more.
Timeline
Supervisory Contact Rep (Customer service)
Internal Revenue Service
03.2021 - 06.2025
CER Specialist (Centralized Evaluative Review)
Internal Revenue Service
08.2018 - 03.2021
Lead Contact Representative
Internal Revenue Service, Baltimore Call Center
12.2016 - 08.2018
Founder & President
Center for Conscious Living
06.2007 - 10.2007
President
Sauber & Associates, LLC
09.1995 - 06.2007
Accounting 101 & 102 - undefined
Community College of Baltimore County
DFS - undefined
North American Foodservice Manufacturers Association
Web design classes
University of Maryland, Baltimore County
Web design classes
University of Florida online
Bachelor of Science - English and Sociology
Towson University
Training
- On the Job Instructor Training, Internal Revenue Service, 2017
- CITC (Classroom instructor training certification) Internal Revenue Service, 2015
- Radical Forgiveness, Certified Study Group Facilitator, 2010
- Alternatives to Violence Program Facilitator, Jessup House of Corrections
- Certified Labyrinth Facilitator, Trained by Veriditas/Rev Dr. Lauren Artress, 2009
- Five Gifts of Abundance Certified Facilitator
- Forgive for Good Workshop, Dr. Frederic Luskin
- Trained Mediator—Community Mediation Program, Baltimore, MD 2004
- Train the Trainers, Mediation Program at CMP, Baltimore 2004
- Certified Team Spirit Facilitator—trained by Dr. Barry Heerman, creator of program
- Noble Purpose Workshop, Dr. Barry Heerman
- Studied Nonviolent Communication, NYC
- Forgiveness Workshop, Filmmaker Martin Doblmeier
- Dale Carnegie Sales Course
EDUCATION & HONORS
- New Thought Spiritual Leader, International Centers for Spiritual Living, Licensed Minister
- Dozens of Personal and Professional development workshops and seminars
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