Kenneth Michael Ferree
Roy,UT
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
10
10
years of professional experience
Work History
Supervisory Tax Examiner
Internal Revenue Service, IRS
03.2023 - Current
- Manage a team of 30 employees in Submission Processing for Taxpayer Services Input Correction Operation /Error Resolution Services (ICO/ ERS) Dept 1.
- Daily communication with P&A analyst and various department managers to address the status of incoming and current inventories to ensure a timely completion of Error Resolution for taxpayer 1040 tax forms.
- I integrated a program from Austin Service Center for the digitalization of taxpayer paper 1040 forms as a part of the IRS goal to be completely electronic by 2026.
- Daily communication with Programming and Analysis representatives via phone, email and in person for seamless integration of secure messaging digitalization program resulting in the Ogden center becoming the subject matter experts and increasing the overall output of the program from 25 to 150 cases worked each day over the course of the first month of program implementation.
- I report daily staffing information and production completion for multiple programs for the Error Resolution Service department.
- I've acted as department manager reporting daily production data in Department Production Meetings.
- I collaborate with peer managers in multiple departments to implement program changes/ resolutions to reported issues on various Internal Revenue systems and programs for minimal downtime and improved timeliness to maintain Project Completion Dates across multiple programs in the ERS dept.
- I determine the workload of the ERS Rejects inventory and manage incoming inventory and assigned workloads with this data.
IVES/RAIVS Team Manager (LDP Program)
Internal Revenue Service, IRS
09.2020 - 03.2023
- Manage a team of 25 employees in Submission Processing for the Wage & Investment dept Individual Verification Express Services (IVES) and Return And Income Verification Services (RAIVS) program.
- Daily communication with P&A analyst and various department managers from various service centers to address the consolidation of incoming work from one service center to another by absorbing the incoming IVES requests from multiple participants in a seamless transition.
- POC for IVES Electronic Filing System (EFS), I collaborated with Headquarters representatives, Programmers, Analysts, Dept Managers and peers across 3 service centers on daily production calls as the Ogden Service Center (OSC) representative.
- I report out daily staffing info for the department including systemic issues, discuss and implement updates/changes, report daily inventories/status of coordinator inventory.
- I collaborate with HQ, program developers and analysts to implement program changes/resolutions to reported issues on EFS system resulting in minimal downtime and improved timeliness maintaining goals of 72 hour request completion rate and communicated this information to my peers, department manager and operations manger.
- I determined the workload of IVES and RAIVS inventory and managed incoming inventory effectively with this data.
- I implemented an updated process for Transshipped RAIVS inventories to track inventory minimizing carryover and lost work.
- I implemented trainings and processes geared towards improving skillsets on individual and team levels using training materials, Internal Revenue Manual training, Integrated Talent Management (ITM) program, team trainers, and refresher trainings for the job duties with an emphasis on improving various Critical Job Elements (CJE).
- Implemented the 8809 extensions request program after a period of non-production of 2 years, including overseeing the update of training material, production procedures, and building a production team for this program. I collaborated with Dept Managers across multiple submission processing departments to implement training and production on 8809 program.
- I acted as Dept Mgr. on multiple occasions reporting daily production data in National Production Meetings including time and dates of our oldest inventory, status of each programs' timeliness, status of transshipped work and ability to accept more work if determined by senior leadership.
IVES/RAIVS Team Lead
Internal Revenue Service, IRS
11.2019 - 09.2020
- Team lead in the Wage & Investment department assisting the team manager in daily activities including hourly production counts, daily Ogden Submission Processing Center (OSPC) reports, staffing, and Single Entry Timekeeping Reports (SETR).
- I tracked quality and production rates for the team to ensure standards and goals were being met.
- Conducted weekly inventory report, Embedded Quality Submission Processing adjustments when required to reflect corrected information for production in the IVES/ RAIVS dept.
- I implemented new techniques and procedures for inventory batching and tracking for the telework program, communicated quality alert updates to the team weekly via virtual meetings using skype, by email, and in in person.
- Primary Unit Security Representative with duties that include reassigning clerks to new teams, unlocking Integrated Data Retrieval System (IDRS) profiles, approving application requests, updating command codes used in IDRS.
- I was selected to lead the 8809 Extension Request program as it transitioned to the Ogden center from Virginia. This included validating work performed by 8809 clerks and updating the training manual and job aids to ensure the most up to date procedures were being used.
- I updated and re-wrote the job aid for the in-house IVES control team process.
Files Association Team Manager (Developmental Detail)
Internal Revenue Service, IRS
03.2019 - 06.2019
- Managed approximately 26 employees in the Files department for Submission Processing at the IRS on a developmental detail.
- Instituted various process improvements for training of new employees to the team utilizing positive reinforcement techniques, resulting in more effective training process allowing new team members to learn the process of the work in less time and become efficient and effective in the duties assigned to them.
- Use of various quality monitoring and production efficiency programs, I was able to effectively gauge the skill sets of my employees and cater to their strengths as well as implement training geared towards improving their skillsets on an individual level using training materials, IRM training, ITM courses, team trainer, and refresher trainings for the job duties with emphasis on improving various Critical Job Elements (CJE). This resulted in multiple team members performing work on a higher level with greater efficiency and quality.
Data Entry Clerk
Internal Revenue Service, IRS
05.2016 - 03.2019
- Process requests for individuals and business entities made by select participants using various internal programs for income verification purposes.
- Access IRM daily to perform the production work to the highest standard set forth.
- Perform inventory counts on a bi-hourly basis to track number of requests made for processing.
- Assist with control team to assemble the request documents from participants and input the information into a database for tracking purposes.
- Assist with training for new employees to the IVES department including PR (Product Review) for completed work of both internal and external new hires with a ratio of 6 external hires to 10 internal hires.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Created and maintained data entry logs to track data entry activities.
Operations Supervisor
Black Turtle Services
09.2015 - 03.2016
- Manage a team of Customer Service Reps varying between 8-20 representatives.
- Monitor call queues and track inbound calls to monitor Average Handle Time (AHT) and schedule adherence on daily basis.
- Track attendance of representatives including daily statistics, paid time off, and sick time to ensure accounting department has accurate information regarding employee scheduling using MS Excel.
- Participated with the interviewing procedure for Human Resources.
- Extensive communication with Operations Managers, and quality department to ensure procedures are effective and being performed properly at the highest level.
- Performed duties of inbound calls and call support on the call center floor with weekly meetings conducted with team members to discuss new procedures and information.
Education
No Degree - Computer Hardware
Stephens Henagar College
Ogden, UT05.2000
GED -
Clearfield High School
Clearfield, UT06.1995
Skills
- Team Leadership
- Client confidentiality
- Recordkeeping and documentation
- Problem Solving
- Skilled in MS Office 365 (MS Word, MS Excel, MS Teams) Share Point
- Organizational skills
- Project management
- Process improvements
- Data entry skills
- Problem-solving
Accomplishments
Director's Award for implementation of digital program integration across 3 service centers- 2022
Timeline
Supervisory Tax Examiner
Internal Revenue Service, IRS
03.2023 - Current
IVES/RAIVS Team Manager (LDP Program)
Internal Revenue Service, IRS
09.2020 - 03.2023
IVES/RAIVS Team Lead
Internal Revenue Service, IRS
11.2019 - 09.2020
Files Association Team Manager (Developmental Detail)
Internal Revenue Service, IRS
03.2019 - 06.2019
Data Entry Clerk
Internal Revenue Service, IRS
05.2016 - 03.2019
Operations Supervisor
Black Turtle Services
09.2015 - 03.2016
No Degree - Computer Hardware
Stephens Henagar College
GED -
Clearfield High School