Summary
Overview
Work History
Education
Skills
Jobrelatedtraining
References
Languages
Languages
Timeline
Generic

Lori Cameron

Federal Way,WA

Summary

Driven Training Coordinator with relevant experience in creating and implementing effective training programs. Strong background in identifying organizational training needs, designing curriculum, and facilitating learning sessions. Skills include project management, interpersonal communication, and team collaboration. Have made significant impact in previous roles by improving employee performance through strategic training initiatives.

Overview

30
30
years of professional experience

Work History

Resources Training Coordinator (RTC)

Internal Revenue Service
Seattle, United States
06.2023 - Current
  • I recommend yearly training curriculum(s), provide monthly training briefings and updates to management plus I organize and schedule training sessions for call site employees
  • I notify all levels of management (usually Team Leaders through the Operation Manager) of training needs as determined through the National Office Headquarters and at the call site levels
  • I utilize various methods of communication including Microsoft Teams and Outlook, SharePoint and SABA, to facilitate and oversee virtual training for all employees
  • As part of the CCF Planning and Analysis Team, I provide potential solutions to issues when identified
  • For example, when directed to utilize call site leads for a recent On the Job Training (OJT) for a group of New Hire Employees, I identified a skillset deficiency that multiple leads have not had training in OJT sessions as addressed by IRM guidance
  • I recommended a plan to deliver training to ensure Leads have been through this specified training
  • I identify and recommend appropriate class instructors and coaches
  • I secure and reserve training rooms and supplies
  • I work with management and the local Technical Advisor to provide advice, guidance and make recommendations to promote a positive and functional training atmosphere within a remote call site when the needs of the employees could be different than campus learning
  • I review and update the Campus Collection Training SharePoint site when status of training changes for the call site
  • I have knowledge of various instructional methods and share skills to ensure the best learning environment available
  • For example I provided examples of how to improve learning for a mixed class of students learning in person plus virtual students
  • The virtual students were not included into discussions related to materials
  • I recommended instructors mix up the learning between the two classroom and when possible, call on students in the virtual environment to ensure they were paying attention to materials being reviewed
  • I utilize ITM to add and take courses and have attended initial training course for administrator skills
  • I maintain and keep organized files related to current training and archived training sessions
  • I recommend instructors, coaches and employees utilized for double plugging for various learning opportunities
  • When an instructor is not meeting reasonable levels of proficiency, I will opt to not utilize them until further development of a skillset is developed
  • I make recommendations for instruction and coaching opportunities based upon IRM guidance (and any deviations if in place)
  • I conduct most of my work independently but will reach out to one of my peers for additional guidance on a task if necessary
  • I maintain a familiarity with current IRM policies as related to training in by work site
  • I develop and give presentations to Management, Training Analysts and the Directorate as necessary
  • I communicate areas of deficiency for instructors to their assigned managers to allow further development for the instructor.

Lead Collection Representative

Internal Revenue Service
Seattle, United States
07.2022 - 06.2023
  • I coach new employees utilizing side-by-side call monitors to observe work methods
  • I provide suggestions for improvement to help encourage increased efficiency or encourage the use of continued practices
  • I review employee case resolutions and when appropriate, approve of the proposed resolution
  • For example, an employee may suggest an account be resolved with an installment agreement after a review of a financial statement
  • I examine case details including employee documentation and compare results with the procedures to align with a resolution
  • If the account needs further explanation, I document what additional information is necessary and return the case to the employee additional work
  • I maintain tax laws by utilizing directions from the Internal Revenue Manual
  • To assist employees with fixes need to be taken, I provide written feedback for what needs to be updated or corrected for the case resolution to be approved
  • I also speak with taxpayers and representatives as a part of my position
  • I interview taxpayers to determine the most appropriate case resolution and set up a case resolution for the taxpayers
  • For example, when monthly payments are requested, I apply appropriate rules and regulations to the account and establish advise the taxpayer of what is available for these accounts
  • I direct callers to resources available from the IRS to help prevent further issues from arising
  • I explain steps that must be taken on the TP’s part to ensure they will not owe further liabilities
  • I also explain the repercussions of inaction on an account.

Resources Training Coordinator (RTC)

Internal Revenue Service
Seattle, United States
12.2021 - 07.2022
  • See above for detailed information regarding job duties/assignments.

Lead Collection Representative

Internal Revenue Service
Seattle, United States
01.2020 - 12.2021
  • See above for detailed information regarding job duties/assignments.

Supervisory Collection Representative/Manager

Internal Revenue Service
Seattle, United States
11.2019 - 01.2020
  • As a call site Manager, I was responsible for everyday efficiency and productivity of my team
  • I was responsible for schedule adherence of my team
  • I assigned employees to appropriate specialized phone lines or delegated various employees to move from phone work to inventory casework
  • I monitored employees attendance and timekeeping
  • I completed reports, such as telephone monitors, on a regular basis
  • Time cards were completed and processed in a timely manner
  • I reviewed employee’s casework and identified if resolutions reached were accurate or if further review was necessary
  • I utilized a Microsoft Outlook to schedule assignments and ensured completion of tasks
  • I adjusted my duties on the importance of an issue and unanticipated events
  • For example, preparing an Absent without Leave (AWOL) notice took priority over reviewing telephone monitors
  • AWOL situations had a more concise time related action than telephone monitors
  • I delegated tasks to employees, such as reassignment to specialized phone lines (POA gate)
  • I offered technical assistance to employees
  • I provided feedback, both positive and negative, to help employees gain greater knowledge related to work processes
  • When necessary, I spoke to taxpayers or their representative to resolve casework concerns
  • I advised taxpayers of their appeal rights and, depending on the taxpayers response, established a resolution or referred the case to the Collection Appeals Program
  • I facilitated weekly team meetings: I set an agenda, secured meeting rooms, coordinated guest speakers when available
  • Meeting topics I covered included technical job topics but also administrative issues
  • As a manager I used many tools to accomplish my job assignments
  • These tools and programs included; ACSWeb and Integrated Data Retrieval System (IDRS), EQRS, E-Workforce Management (EWFM), Online 5081’s, and Real Time Administrator (RTA).

Quality Analyst

Internal Revenue Service
Seattle, United States
05.2019 - 11.2019
  • I was detailed to Campus Collection as a Quality Tax Analyst in the Private Debt Collection (PDC) program
  • This team reviewed telephone calls taken by employees employed by the four, at the time, Private Debt Collection agencies
  • I was one of the phone reviewers
  • The team I worked with utilized email, telephone and Skype to communicate as most of the team were located around the country
  • Most of my duties were to review calls completed by the Collection Agency assistor's
  • To ensure accuracy, I applied the Private Collection Agency Policy and Procedures Guide (PPG) to calls
  • The PPG was their procedural guide and I needed to learn and apply their procedures
  • I used the National Quality Review System (NQRS) to code calls
  • Each call reviewed was written up with a brief narrative summarizing actions by the assistor that were significant enough to capture outside of a formatted check box action
  • When errors were made by the PDC employee, I completed a review but also communicated feedback to the external customer for review
  • Occasionally the PCA would dispute my case review
  • If this occurred, I considered their feedback for a potential reversal of an error and responded to PCA
  • Occasionally, I worked with the PCA directly, such as verifying I had access to the proper computer systems
  • I maintained shared documents of the reviewed calls using Microsoft Excel and confirmed casework was completed timely.

Lead Collection Representative

Internal Revenue Service
Seattle, United States
01.2009 - 05.2019
  • Same duties/assignments as above narrative for Lead Collection Representative.

Policy Analyst

Internal Revenue Service
Seattle, United States
10.2017 - 02.2018
  • As an ACS (Automated Collection System) Call Site Policy Analyst, I provided guidance related to procedures and distributed information to call sites and technical advisors
  • I utilized Enterprise Telephone Data (ETD) to prepare reports regarding the accuracy and timeliness of each sites
  • I utilized available ACS data to analyze aspects of ACS call work including Average Handle Time in weekly and Fiscal information
  • Recommendations from data was used to identify trends within the call site(s)
  • I analyzed reports and for critical details such as average handle time (AHT) as well hold times and telephone call wrap times
  • I participated in a Call Site Operations Review: I monitored and analyzed a sample of phone calls of taken by employees to determine accuracy of current casework deviations for ACS
  • During an operational review, I was tasked with analyzing unpostables for the four sites of the Fresno directorate
  • I secured each sites current procedures and results in how their processes were working
  • I consolidated procedures into one process for all sites to follow and prepared a white paper outlining the tasks the sites were to take to make improvements on unpostable resolutions
  • In summary, my recommendation was a more detailed follow-up process and tasked group managers (potentially Department Managers) if cases were not worked within IRM directed timeframes
  • I was tasked with reviewing employee suggestions from the I Suggest program
  • I assessed the suggestion to ensure the topic(s) was within my scope of program and that other methods for suggestions were not already accountable for addressing an issue
  • For example, I received a suggestion for an Internal Revenue Manual (IRM) procedure update
  • IRM updates have a procedure established when requests for change are desired and steps available for employees to follow
  • I reviewed earlier employee suggestions to ensure the idea had not previously been suggested and worked
  • I determined to reject the suggestion from the ESP program but encouraged the employee to redo their suggestion through established procedures.

Lead Collection Representative

Internal Revenue Service
Seattle, United States
10.2001 - 11.2002
  • Same Duties as narrative listed above for Lead CR.

Collection Representative

Internal Revenue Service
Seattle, United States
10.1994 - 10.2001
  • I answered telephone calls to secure account resolutions with taxpayer or their representatives
  • Resolutions included but were not limited to monthly installment agreements to suspension of collection on a liability
  • I utilized the IDRS/ACS computer systems to perform those telephone contacts
  • I researched case histories using the ACSWeb, AMS and applied IRM, 6209 and supplemental references for procedures to an account
  • I analyzed financial information to determine a case resolution
  • I required verification of expenses when necessary, sometimes showing an ability to pay different than what was proposed by the caller
  • I set tax return filing deadlines provided procedural assistance
  • I worked both individual and business accounts
  • I held collateral duties as an On the Job Instructor/Coach within the first year of employment.

Education

Bachelor's Degree - Geography

University of Oregon
Eugene, OR
03.1994

Skills

  • Training curriculum development
  • Training session organization and scheduling
  • Communication methods (Microsoft Teams, Outlook, SharePoint, SABA)
  • Problem-solving and solution recommendation
  • Instructional methods and skills sharing
  • Instruction and coaching recommendations
  • Training room and supplies management
  • Training presentation development and delivery
  • Familiarity with IRM policies
  • Training material course writing
  • Quality assurance and case review
  • Account resolution, review and documentation
  • Taxpayer and representative communication
  • Call monitoring and feedback
  • Coaching and improvement suggestions
  • Taxpayer interview and case resolution
  • Independent reviewer duties
  • Training material development and writing
  • Strong writing skills
  • Policy analysis and guidance
  • Data analysis and reporting
  • Call site operations review
  • Employee suggestion review
  • Financial analysis for case resolution
  • On-the-job instructor/coach
  • Performance Evaluation
  • Coaching and Mentoring
  • Program Management
  • Schedule Management & Coordination

Jobrelatedtraining

  • Instructor Trainer Workshop for Classroom Instructor Training (ITW) - September 2018
  • Certified Instructor (CIT)- October 2001
  • On the Job Instructor/Coach - October 1995

References

Available upon Request

Languages

Spanish (Novice), Spanish (Novice)

Languages

Spanish
Elementary

Timeline

Resources Training Coordinator (RTC)

Internal Revenue Service
06.2023 - Current

Lead Collection Representative

Internal Revenue Service
07.2022 - 06.2023

Resources Training Coordinator (RTC)

Internal Revenue Service
12.2021 - 07.2022

Lead Collection Representative

Internal Revenue Service
01.2020 - 12.2021

Supervisory Collection Representative/Manager

Internal Revenue Service
11.2019 - 01.2020

Quality Analyst

Internal Revenue Service
05.2019 - 11.2019

Policy Analyst

Internal Revenue Service
10.2017 - 02.2018

Lead Collection Representative

Internal Revenue Service
01.2009 - 05.2019

Lead Collection Representative

Internal Revenue Service
10.2001 - 11.2002

Collection Representative

Internal Revenue Service
10.1994 - 10.2001

Bachelor's Degree - Geography

University of Oregon

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Lori Cameron