Lisa Marie Maier Hutchinson

• Drafted taxpayer correspondence regarding assessment, refunds, and audit results.
• Identified tax-related issues and collaborated with management to propose improvements.
• Supervised team of Tax Examiners and contact representatives to ensure efficient operations.

Managed taxpayer service and ensured fair workload distribution among team members.

Guided and trained customer service representatives to enhance skill sets and knowledge.

Resolved taxpayer complaints by addressing inquiries and escalating issues when necessary.

Maintained thorough knowledge of IRS policies to deliver accurate information to taxpayers.

Performed various administrative duties, including scheduling and record keeping in supervisor's absence.

• Mentored and onboarded new staff members to establish top taxpayer satisfaction.
• Monitored and evaluated the effectiveness of training programs using pre- and post-assessment tools.
• Consulted with senior leaders to develop and execute strategy and provide regular updates.
• Explained goals and expectations required of trainees.
• Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
• Organized team building activities that promote collaboration among employees.
• Maintained comprehensive database to track training, certifications and qualifications.
• Developed engaging multimedia content such as videos or interactive quizzes.
• Obtained and organized manuals, guides and visual materials for development and training purposes.
• Developed and implemented a comprehensive training program for new hires.
• Designed and developed online learning modules using eLearning software tools.

• Tutored students needing additional support and assigned practice work to enhance understanding.
• Implemented debate-style classroom setting to boost student participation and critical thinking.
• Organized team-building activities to cultivate a cohesive work environment.
• Developed supplementary materials to improve training outcomes.
• Provided post-training follow-up support, addressing queries and offering resources.
• Delivered technical training through hands-on activities, simulators, and technology-based methods.
• Trained new technical trainers to ensure consistency in service quality.
• Collaborated with subject matter experts to verify course content accuracy.

• Established and maintained high-level communications with taxpayers to manage account inquiries effectively.
• Delivered training and guidance to new hires while supporting customer service representatives in utilizing IAT compliance Suite and EFAX systems.
• Scheduled and conducted training classes for new and current IRS employees to enhance operational effectiveness.
• Evaluated, upgraded, and maintained course materials for various IRS training sessions.
• Taught two new hire classes along with courses on procedures and tools for processing correspondence.
• Achieved or surpassed call speed, accuracy, and volume benchmarks consistently.
• Contacted customers regarding potential service upgrades, new offerings, and account modifications.
• Responded to customer complaints, escalating issues when necessary to ensure timely resolutions.

• Managed delinquent accounts 61-120 days overdue, securing collateral for repossession.
• Executed outbound calls on portfolio accounts to evaluate intentions of delinquent customers.
• Trained collectors on soft skip techniques to enhance management of accounts 1-60 days overdue.
• Administered third-party vendors for repossessions, providing detailed feedback on over 150 monthly orders.
• Monitored debtor accounts for status changes or payment arrangements.
• Provided prompt responses to customer inquiries, ensuring high-quality service.
• Processed customer payments and accurately applied them to account balances.
• Conducted skip tracing activities to locate customers with overdue accounts.