Lena Prado
Austin,TX
Summary
Results-driven professional with extensive experience in unit management and team leadership. Proven track record of improving operational efficiency and fostering a collaborative work environment. Recognized for reliability and adaptability, with a strong focus on achieving team goals and delivering high-quality results.
Overview
18
18
years of professional experience
Work History
Group Unit Manager
Department of the Tresury, IRS
11.2022 - Current
- Manage a team of 25
- Provide customer service to tax payers and departments in the pipeline
- Provide feedback to employees on work issues
- Provide and prepare annual evaluations and appraisal to employees
- Conduct orientation for new hires
- Verify identification for onboarding new hires
- Lead cross-functional teams to optimize workflows, boosting document processing efficiency
- Pioneer process improvements in document handling, significantly boosting efficiency
- Implement cutting-edge performance measurement techniques for precise individual assessments
- Foster seamless cooperation between units, ensuring optimal inventory maintenance
- Provide critical insights to Quality Reviewers, enhancing overall operational synergy
- Implement data-driven performance measurement techniques, enabling precise individual assessments and fostering a culture of continuous improvement
- Deliver critical insights to Quality Reviewers, significantly elevating operational standards and driving measurable improvements in service delivery
- Processed employee timesheets, maintaining accurate records and timely submissions
Subject Matter Expert (SME)
Dept. of Treasury, IRS
08.2020 - Current
- Reviewed and updated job aides, ensuring accuracy in Payment Perfection Unit processes
- Collaborated with Subject Matter Experts to maintain current and precise Receipt and Control Operations documentation
- Created and enhanced tables and graphics, improving data presentation for the fiscal year
- Meticulously updated tables, forms, and graphics for current year, enhancing clarity and usability of operational resources
- Streamlined documentation processes, implementing efficient methods for maintaining and distributing up-to-date operational guides
Remittance Perfection Tech/Lead
Dept. of Treasury, IRS
01.2007 - Current
- Managed team in manager's absence, ensuring seamless operations and task delegation
- Directed task assignments to prevent Lost Opportunity Cost, enhancing workflow efficiency
- Coordinated work routing to departments, optimizing process flow and transshipping
- Resolved computer issues, unlocking and deleting blocks of work to maintain productivity
- Reviewed, researched and applied remittances, ensuring accurate payment allocation
- Utilized various applications and systems for precise monetary application
- Analyzed tax documents to determine payment intent, improving processing efficiency
- Data Entry
- Facilitated IT support services for staff, swiftly addressing computer-related challenges to ensure uninterrupted workflow and team productivity
Education
High school diploma -
Lubbock High School
Lubbock, TXSkills
- Microsoft Office
- Research
- Time management
- Time & attendance systems
- Communication skills
- Organizational skills
- Employee evaluation
- Clerical experience
- Customer service
- Microsoft SharePoint
- Leadership
- Management
- Employee Orientation
- Teamwork
- Multitasking
- Excellent communication
- Active listening
- Effective communication
- Adaptability and flexibility
- Training and mentoring
Timeline
Group Unit Manager
Department of the Tresury, IRS
11.2022 - Current
Subject Matter Expert (SME)
Dept. of Treasury, IRS
08.2020 - Current
Remittance Perfection Tech/Lead
Dept. of Treasury, IRS
01.2007 - Current
High school diploma -
Lubbock High School
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