Joe Ramsey Jr

• Manage a team of up to 22 contact representatives.
• Manage a high volume of inbound calls and paper inventory daily, maintaining composure under pressure while providing quality service to taxpayers.
• Adapt communication style based on individual preferences or cultural backgrounds of employees, ensuring clear understanding.
• I set and adjust short-term priorities and prepare schedules for completion of work within the team.
• Evaluate work performance of subordinates and make recommendations for outstanding performance recognition and/or disciplinary action.
• I ensure when new managers come onboard to the department and site that they are provided with all the correct information, tools, and resources to perform their job duties as leaders.
• Consistently document Employees performance and provide feedback to help them exceed in their annual performance reviews.
• Give advice, counsel, or instruction to employees on work and administrative matters.
• Use of many different internal software programs
• coach and mentor CSRs that have in interest in developing and advancing their career with the IRS.
• work closely with labor relations regarding possible issues with employees.

• Evaluated existing processes and systems, recommending improvements that increased efficiency within the team to my supervisor.
• distributed, balanced, monitored and reported on workload in accordance with established workflow procedures or job specialization; I assured equitable distribution among employees and timely accomplishment of assigned workloads.
• I distributed and provided feedback to my team on inventory control. I maintained the team's inventory ensuring team members were aware of priority and old age cases, sharing best practices and time management skills with team members, and when necessary, assisted team members with those cases.
• I checked for accuracy on all case moving internally within the service. Ensuring cases were being routed to the correct locations.
• I led team meetings, providing the most current administrative and technical information to my team.
• I performed administrative duties to assist my supervisor.
• Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.

· Managed a high volume of inbound calls daily, maintaining composure under pressure while providing quality service to taxpayers..

· Managed high volume of paper inventory daily, maintaining quality work.

· Interpret and apply applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, to advise, inform, assess, and collect taxes, and associated liabilities.

· Research and analyze all available information applicable to specific and well-defined issues and takes corrective actions needed to close accounts.

· Contacts taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provide explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.

· Advise taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities and encourages voluntary compliance with tax laws.