Lynn Lewis
Senatobia,MS
Summary
Management and Program Analyst with the Internal Revenue Service, with 10 plus years of experience, skilled in strategic planning and problem solving. Proven track record in enhancing operational efficiency and driving business success through data analytics and effect team collaboration. Recognized for delivering actionable insight and fostering strong relationships, resulting in improved program outcomes.
Overview
35
35
years of professional experience
Work History
Management and Program Analyst
Internal Revenue Service
06.2021 - 04.2025
- Supervised a designated number of call center agents weekly, ensuing adherence to procedures through targeted audits.
- Selected phone calls or written correspondence to review to evaluate procedural compliance by agents.
- Analyzed data within system’s database to verify accuracy, leveraging all available resources through reviews.
- Utilized the Verint call center recording database to access inbound calls effectively. Documented instances of incorrect information to improve training and outcomes.
- Input review finds into the Embedded Quality Review System, (EQRS), a database that calculates errors percentages for evaluative use and ensure data integrity for future references. Ensured all correspondence was concise, professionally crafted and grammatically correct.
- Responded proactively and positively to rapid change.
- Delivered prompt services to prioritize customer needs
- Exhibited high energy and professionalism when dealing with clients and staff.
Management and Program Assistant, Inbound Calls
Internal Revenue Service
10.2010 - 06.2021
- I functioned as assistant by supporting incoming calls and gathering information tailored to customer’s needs in areas such as Facilities Management Personnel, Financial Services and Procurement, EEO and Labor Relations.
- Responded to customer inquiries via phone, email and fax efficiently and effectively.
- Conducted follow-ups to ensure timely and satisfactory service was delivered to all customers. Assisted client with their inquiries related to the JSA Jobs in a supportive capacity
- Utilized platforms to address background security issues essential for new hire onboarding process.
- Contributed as a valued member of several Training Cadre, delivering quarterly on the job training to incoming and current employees.
- Compiled inventory reports to maintain accurate records.
- Monitored agents’ workloads to optimize performance.
- Accessed various applications including Financial Services, Procurement, EEO/Labor Relation, Payroll, Personnel and Timekeeping to gather necessary data.
- I added the Federal Government, National Finance Center, Employee Personal Page, (EPP). I prepared reports and I assisted current and retired employees to gain access to their personal data.
Accounting/Bookkeeper
Senatobia Bank
01.1990 - 02.1997
- Managed the Insufficient Funds Return Check Process
- Corrected erroneous reports, returned all NSF posting and executed forced transactions that received approval for payment.
- Delivered general accounting customer service. Assisted customers with balancing checking and savings accounts.
- Manually filed paper documents, (checks) in customer’s assigned folders.
- Compiled, Prepared and mailed customer’s monthly statements
- Served as Bank Carrier, Facilitating communication between branches and main office.
Education
Associate of Applied Science - Business Administration
Northwest Mississippi Community College
Senatobia, MSSkills
- Administrative Office Management
- Call Center Inbound Calls
- Customer Service
- Reliability
- Quality Assurance
- Multitasking
- Employee Training
- Active Listening
- Teamwork
- Professional Demeanor
- Organizational Skills
- Collaboration
Timeline
Management and Program Analyst
Internal Revenue Service
06.2021 - 04.2025
Management and Program Assistant, Inbound Calls
Internal Revenue Service
10.2010 - 06.2021
Accounting/Bookkeeper
Senatobia Bank
01.1990 - 02.1997
Associate of Applied Science - Business Administration
Northwest Mississippi Community College