Marcia Woods
Stone Mountain,GA
Summary
Results-driven case advocate with expertise in communication, negotiation, and timely case management. Proven track record in enhancing taxpayer understanding and satisfaction through effective advocacy.
Overview
27
27
years of professional experience
Work History
Lead Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
Atlanta, GA
01.2021 - 09.2025
- Advocated for taxpayer rights, ensuring equitable treatment and compliance with tax laws.
- Analyzed complex tax issues, providing tailored solutions to enhance taxpayer understanding and resolution.
- Collaborated with IRS departments to streamline processes and improve service delivery for taxpayers.
- Mentored junior staff on effective advocacy strategies, enhancing team performance and knowledge base.
Taxpayer Advocate Group Manager
Internal Revenue Service, Taxpayer Advocate Service
Atlanta, GA
06.2017 - 01.2021
- Led cross-functional teams to implement taxpayer service improvements and streamline processes.
- Developed strategic initiatives to enhance taxpayer advocacy and service delivery efficiency.
- Mentored staff on compliance regulations, improving knowledge retention and operational effectiveness.
- Analyzed taxpayer feedback to identify trends, driving policy changes that improved satisfaction rates.
- Facilitated training sessions for new hires, fostering a culture of continuous learning and support.
- Collaborated with stakeholders to design outreach programs that increased awareness of taxpayer rights.
- Oversaw project management efforts to ensure timely completion of advocacy initiatives and objectives.
Lead Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
Atlanta, GA
10.2010 - 06.2017
- Developed training materials focused on taxpayer education, fostering better communication of tax obligations.
- Implemented process improvements that increased efficiency in case handling within the Taxpayer Advocate Service.
- Led initiatives aimed at identifying systemic issues affecting taxpayers, driving policy recommendations for change.
- Facilitated workshops designed to empower taxpayers with knowledge about their rights and responsibilities under the law.
- Managed complex caseloads effectively by prioritizing tasks and keeping organized records of case materials.
- Researched and interpreted laws, rulings and regulations to advise clients on business and legal transactions.
- Developed strategies to resolve cases in client's best interest.
Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
03.2000 - 10.2010
- Advocated for taxpayer rights, ensuring equitable treatment and resolution of complex cases.
- Collaborated with various IRS departments to streamline processes and enhance service delivery.
- Resolved taxpayer inquiries by providing comprehensive guidance on tax regulations and procedures.
- Mentored new staff on best practices and effective communication strategies with taxpayers.
- Analyzed case trends to identify systemic issues, recommending policy improvements to leadership.
- Developed training materials to improve service quality and operational efficiency within the team.
- Led initiatives aimed at improving taxpayer satisfaction, resulting in more effective advocacy outcomes.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
Lead Tax Examining Specialist
Internal Revenue Service, Problem Resolution Program
Atlanta, GA
01.1999 - 03.2000
- Resolved complex taxpayer issues through effective communication and problem-solving strategies.
- Analyzed case files to identify discrepancies, ensuring accuracy in tax assessments and resolutions.
- Collaborated with cross-functional teams to streamline processes and improve service delivery standards.
- Developed training materials for new staff, enhancing understanding of IRS policies and procedures.
- Led initiatives to enhance problem resolution protocols, resulting in increased efficiency of operations.
- Mentored junior specialists, fostering a culture of continuous improvement and knowledge sharing.
- Utilized IRS software systems to track case progress and maintain comprehensive documentation for audits.
- Conducted compliance reviews to ensure adherence to regulations and mitigate potential risks in operations.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Optimized inventory management, minimizing waste and reducing costs.
Education
Bachelor of Science - Commerce And Business Administration
The University of Alabama
Tuscaloosa, AL05.1985
Skills
- Timely Case management
- Excellent Communication Skills, both written and verbal
- Excellent Negotiating Skills
- Document review
- Efficient researcher
- Reviewing documents
- Investigation skills
- Proficient in Microsoft Word, PowerPoint and Outlook
Timeline
Lead Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
01.2021 - 09.2025
Taxpayer Advocate Group Manager
Internal Revenue Service, Taxpayer Advocate Service
06.2017 - 01.2021
Lead Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
10.2010 - 06.2017
Case Advocate
Internal Revenue Service, Taxpayer Advocate Service
03.2000 - 10.2010
Lead Tax Examining Specialist
Internal Revenue Service, Problem Resolution Program
01.1999 - 03.2000
Bachelor of Science - Commerce And Business Administration
The University of Alabama