Marie Cheek
Roy ,UT
Summary
Well-qualified Supervisory HR Specialist with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
Work History
Supervisory Human Resources Specialist
Internal Revenue Service
06.2024 - Current
- Facilitated open communication channels between management and staff by organizing regular town hall meetings and feedback sessions, fostering a more transparent and collaborative work environment.
- Championed change management efforts during periods of organizational transition, offering support resources and guidance to affected employees, ensuring a smoother adaptation process.
- Managed the annual performance appraisal process, providing constructive feedback and coaching to enhance employees' professional growth and development.
- Provided expert guidance on employee relations issues, resolving conflicts efficiently while upholding professional standards and fostering a positive workplace culture.
- Collaborated with managers to ensure compliance with organizational policies, offering clarifications and recommending changes to align with best practices.
- Recruited top talent to optimize organizational profitability, contributing to the growth and success of the company.
- Updated Desk Procedures for the IRWorks ticketing system, improving the efficiency of Quality Reviewers in conducting work reviews.
- Conducted leave audit reviews to ensure compliance with IRS leave policies, maintaining accurate records and adherence to guidelines.
- Represented the organization at Ogden Care Days, a 3-day outreach event, promoting payroll operations, addressing questions, and providing information on health and life insurance, TSP, and salary-related inquiries.
- Identified and implemented appropriate strategies to increase employee satisfaction and retention. Such as revamping the Quality Review Process.
Supervisory Human Resources Specialist
Internal Revenue Service
07.2022 - 05.2024
- Supervised a team of 4 managers and their subordinates handling IRS health and life insurance processing, internal customer service at the Ogden Payroll Gate, the IRWorks ticketing system, and live agent chat, ensuring seamless operations.
- Updated and improved Enter on Duty report desk procedures with detailed screenshots and step-by-step instructions to enhance clarity and efficiency.
- Managed benefits administration processes, ensuring timely enrollment for eligible employees and accurate benefits management.
- Revised Form 2817 FEGLI Desk Procedures to provide a comprehensive explanation of the 180-day rule, improving compliance and understanding.
- Increased phone call handling at the Ogden Gate from 12.6% to 25.1% for FY23 by adding additional staff during peak times, enhancing service capacity.
- Designed and implemented wellness programs that promoted mental health awareness and self-care practices, contributing to a positive work environment.
- Developed and applied effective performance management strategies, leading to significant productivity improvements across teams.
- Enhanced employee satisfaction through tailored training programs and career development opportunities.
- Monitored and updated the New Hire Orientation (NHO) process, ensuring 508 compliance and refreshing PowerPoint presentations to improve onboarding.
- Facilitated regular town hall meetings and feedback sessions to maintain open communication between management and staff.
- Conducted job analyses and evaluations to create accurate job descriptions and classifications.
- Created a PowerPoint presentation on USA Staffing and benefits tasks to reduce accidental benefit waivers among new employees.
- Managed the annual performance appraisal process, providing constructive feedback and coaching to support professional growth.
- Provided expert guidance on employee relations issues, resolving conflicts efficiently and upholding professional standards.
- Addressed employee inquiries related to insurance, pension plans, vacation, sick leave, and assistance programs.
- Reduced ticket and call volume for new hires by adding staff to the Teams chat, including a benefits presentation, and hosting a Q&A session.
- Updated and improved the Q&A by turning it into a PowerPoint presentation, enhancing its effectiveness.
- Monitored and managed employee attendance and performance, addressing issues according to company policies and procedures.
- Collaborated with managers to ensure compliance with organizational policies, offering clarifications and recommending changes.
- Worked with the Quality Review team to improve quality and customer service in benefits processing.
- Implemented the 715 Customer Accuracy Attribute, reducing errors in benefits processing and enhancing customer satisfaction.
- Developed a comprehensive onboarding process for new hires and reviewed productivity to optimize effectiveness.
- Resolved complex employee issues affecting management and business decisions.
- Achieved significant reductions in over cycle tickets: from 31.1% to 4.5% at the gate, and from 27.6% to 21.3% in the benefits team.
- Distributed employee engagement surveys to identify and address areas for improvement.
- Established and managed Live Agent Chat, including developing canned statements and knowledge articles, and promoted its use to improve support efficiency.
- Ensured accuracy in media and bulletins published on the intranet and NHO external sites.
- Reorganized workload assignments for equitable distribution among specialists and HRAs, addressing new hire influx.
- Led the employee engagement team in organizing virtual morale-boosting events, such as bingo and ugly sweater day during town halls.
- Made recommendations on hiring and onboarding processes to improve efficiency.
- Resolved escalated managerial inquiries related to employee benefits, payroll, and life insurance.
- Monitored the Ogden Payroll Gate for call volume and operational efficiency.
- Assisted with in-person orientations by answering questions and presenting benefits and USA Staffing information.
Senior Technical Advisor
Internal Revenue Service
09.2019 - 07.2022
- Served as primary point of contact for triaging technical issues, ensuring timely resolution and effective communication.
- Advised project managers on managing multiple technical workstreams, aligning projects with broader business goals.
- Generated performance reports to track metrics and analyze trends, providing actionable insights for continuous improvement.
- Researched and identified solutions to complex technical problems, improving system reliability and efficiency.
- Monitored and oversaw approximately 35,000 tax audits, ensuring case actions were taken timely and accounts were assessed and closed within the applicable timeframe.
- Researched Integrated Data Retrieval System (IDRS), Correspondence Examination Automated System (CEAS), and Information Management System (AIMS) to process adjustments, errors, and transaction codes, enhancing system accuracy.
- Identified issues with aged listings, such as incorrect status and group numbers, and implemented corrective measures.
- Created and analyzed the Statistical Sampling Inventory Validation Listing (SSIVL) weekly, using Access and Excel to compile and format data for monitoring inventory and audit performance.
- Reviewed and updated the bankruptcy listing, ensuring proper case management and preventing barred assessments by researching public records and verifying taxpayer status.
- Delivered exceptional results under tight deadlines, effectively balancing competing priorities.
- Completed the Week at a Glance (WAAG) report, providing statistical insights on audit starts, closures, and inventory, as well as staffing resources.
- Compiled and managed the New Start Report, tracking new tax audits and updating the share drive with accurate case data.
- Kept managers informed on inventory status, researching, and monitoring the top 20 oldest cases for timely closure.
- Contributed to the Monthly Briefing Report, providing statistics on audit receipts, closures, and remaining cases for the Operations Manager and Director of Examination.
- Collaborated with Headquarters Analysts to ensure report accuracy and update work processes and action plans.
- Consolidated Audit Reconsideration inventory, verifying discrepancies and updating the Batch/Block Tracking System (BBTS) to match the Work Planning and Control System (WP&C) report.
- Utilized Control-D for generating various reports, including ARP-0843 and Guff 5550, to track address changes and statute issues.
- Managed case building using the EITCRA Generalized IDRS Interface (GII), monitoring cases, and ensuring accurate tax audit processing.
- Created and pulled reports from Share Drive and SharePoint for various stakeholders, including Headquarters and Department Managers.
- Generated reports in Embedded Quality Review System (EQRS) and monitored the NQRD Quality Rate Report for audit quality control.
- Utilized Overage Report Compile and Sorter (ORCAS) to review Reconsideration inventory for Unpostables and aged inventory.
- Collaborated with Campus Support on ranking applications and statements of interest for various campus positions.
- Completed the Completed Staff Work course, enhancing project management and leadership skills.
- Recommended and implemented inventory control measures, addressing 1,800 cases for barred assessments and reducing overage work by closing 681 cases and surveying 560 cases.
- Handled E-Trak cases and responded to Congressional inquiries, providing detailed explanations, and resolving taxpayer concerns effectively.
Surge Capacity Force
FEMA
10.2021 - 11.2021
- Supported FEMA and Oregon Health Authority in a mobile vaccination unit, traveling to rural areas along the Oregon Coast to provide COVID-19 vaccinations to underserved communities.
- Registered and vaccinated over 2,500 individuals in three weeks, ensuring timely administration of first doses and boosters, and addressing any patient inquiries.
- Provided comprehensive information to patients about various COVID-19 vaccines, their efficacy, and the vaccination process, ensuring informed consent and understanding.
- Managed patient registration and paperwork, collecting and verifying contact information and maintaining accurate records for follow-up.
- Assisted with COVID-19 testing by helping patients register on designated websites, facilitating efficient and accurate testing processes.
- Worked long hours in challenging conditions, including 35 consecutive days of service in cold and rainy weather, demonstrating exceptional commitment and resilience.
- Enhanced community accessibility to vaccinations by providing essential services in locations that required significant travel for residents, significantly improving local vaccination rates.
Group/Unit Manager
Internal Revenue Service
10.2018 - 09.2019
- Managed a team of 13 employees handling Audit Reconsiderations, overseeing workload distribution, and ensuring effective case management.
- Monitored inventory listings for aged work and statute issues, ensuring cases were processed in a first-in, first-out order to maintain efficiency and compliance.
- Conducted work reviews to assess customer accuracy, analyzing review data for error trends and identifying opportunities for process improvement.
- Assisted the Statute/Bankruptcy/AIMS coordinator with managing cases to prevent barred assessments and assess bankruptcy cases, ensuring compliance with regulations.
- Collaborated with telephone analysts to ensure adherence to smart scheduling and identify staffing needs, analyzing adherence reports to address discrepancies.
- Developed employees through Career Learning Plans (CLP) and the Leadership Succession Review (LSR) process, enhancing team skills and preparing future leaders.
- Conducted mini workshops on job tasks such as Taxpayer Advocate Services (TAS) cases, providing targeted training and development.
- Provided technical guidance on reconsideration criteria and acceptable documentation, ensuring accurate case processing.
- Resolved employment issues in collaboration with Labor Relations and NTEU, maintaining a positive work environment.
- Authored instructions for conducting Bin Reviews, promoting consistency and standardization in processes.
- Identified and addressed risks in the area, including unique positions, quick assessments, and penalty abatements, to mitigate potential issues.
- Led meetings with senior leaders, managers, and employees on monitoring Aceyus, enhancing reporting and oversight.
- Created a new telephone schedule for Correspondence Exam, improving efficiency and resource allocation.
- Analyzed work processes and recommended changes, such as quick assessments and improved transcript handling, to streamline operations.
- Applied knowledge of tax law to ensure accurate taxpayer assessments and responses to audits.
- Reviewed taxpayer correspondence and audit responses. Assigned work to subordinates and provided technical guidance on adjustments and unpostables.
- Utilized CEAS and Report Generation Software (RGS) for report retrieval, case archiving, and case assignment, ensuring accurate and efficient case management.
- Assisted with Taxpayer Advocate Operation Assistance Order (OAR) procedures, supporting compliance and operational effectiveness.
- Shadowed Technical Advisor on the SSIVL report, gaining insights into statistical sampling and inventory validation.
- Reviewed and researched IDRS and AIMS for case status and transfers to the Area Office, maintaining accurate case records.
- Conducted presentations for Exam teams on managing difficult customer interactions, enhancing team skills and customer service.
- Worked with the reports unit to resolve discrepancy issues in inventory reports, ensuring accurate and reliable data.
- Participated in quarterly meetings with TAS to discuss Service Level Agreements (SLA), fostering collaboration and service improvement.
- Coordinated with Field Tax Compliance Officers (TCO) to ensure accurate case delivery and provide necessary documentation.
- Collaborated with Headquarters analysts to ensure report accuracy and proper screening processes, maintaining high standards of data integrity.
Supervisory Intake Specialist
Internal Revenue Service, IRS
09.2014 - 10.2018
- Managed a team of 26 employees in Taxpayer Advocate Services, overseeing operations of the Customer Service Intake line for taxpayers facing financial and systemic hardships.
- Initiated and implemented improvements in work processes to enhance service quality and efficiency, leading to increased effectiveness in handling taxpayer issues.
- Identified training needs and provided on-the-job instruction, conducting targeted training sessions to improve employee performance and service delivery.
- Advocated for taxpayers, assisting in resolving complex issues with the IRS and ensuring effective problem-solving and support.
- Participated in conferences and meetings, staying updated on procedural changes, alerts, and policy updates to ensure compliance and relevance.
- Assisted in developing course material for new managers and leads, focusing on Centralized Case Intake (CCI) and other TAS processes.
- Provided instruction and guidance on work-related and administrative issues, fostering a supportive and well-informed team environment.
- Reviewed documents and call interactions for accuracy, ensuring adherence to procedures and high-quality service.
- Analyzed and evaluated On the Job Instruction (OJI) development plans, offering feedback and recommendations for employee development and performance improvement.
- Evaluated employee performance, conducting over 100 evaluative reviews per month, and provided feedback for recognition or disciplinary action.
- Prioritized and delegated work assignments, managing staffing and phone schedules to meet operational needs and maintain service standards.
- Developed and implemented work plans and goals, including Employee Improvement Plans and coursework to enhance team capabilities.
- Created and interpreted new training materials and IRM procedures for Intake Advocates, including writing procedures, developing PowerPoint presentations, and coordinating with the training department.
- Contributed to writing TAS manager IRM by analyzing procedures from other business units and collaborating with senior leaders to ensure comprehensive and accurate documentation.
- Provided technical guidance on IRS systems and procedures, including IDRS, TAS case acceptance criteria, and hardship determination.
- Utilized a broad knowledge base of programs such as the Affordable Care Act, Identity Theft, IVO, Compliance, Exam, Accounts Management, and Appeals.
- Assisted in preparing documentation for a desk audit aimed at increasing the grade structure for Intake Advocates, including drafting new position descriptions and detailing job duties.
- Prepared and delivered PowerPoint presentations on various topics such as balance due, exam issues, and TXMODA, enhancing team understanding and effectiveness.
- Trained new managers detailed into TAS, covering IRS systems such as IDRS, HR Connect, SETR, and TAMIS, ensuring they were well-equipped for their roles.
- Conducted presentations on Employee Tax Compliance, shared experiences during training days, and provided instruction on accessing BOE reports.
- Applied the Taxpayer Bill of Rights (TBOR) to address taxpayer issues, ensuring compliance with legal rights and regulations.
- Demonstrated thorough knowledge of TAS organizational structure and workflow, contributing to effective management and operational success.
Department Manager
Internal Revenue Service, IRS
01.2018 - 07.2018
- 180-day detail in Centralized Case Processing (CCP).
- Oversaw, directed, and coordinated work plans through subordinate managers, ensuring effective program implementation and evaluation.
- Implemented improvement plans, collaborating with managers to enhance work processes, reducing case loss and misplacement, and improving efficiency and quality.
- Maintained a professional work environment by proactively addressing conflicts and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work and addressing areas needing improvement.
- Enhanced departmental efficiency by streamlining processes and implementing time-saving strategies.
- Facilitated team meetings to ensure alignment with organizational goals and foster open communication.
- Developed comprehensive risk management strategies, mitigating potential obstacles to departmental success.
- Served as a mentor for new managers, providing feedback on performance and managerial skills.
- Solicited and created a Service-Wide Opportunities Listing (SWOL) for management positions.
- Identified and resolved risk management issues, such as providing gloves to reduce injury and training on proper lifting techniques.
- Resolved employee complaints and conduct issues, working with Labor Relations on tax compliance, UNAX, and improper use of Government credit card cases.
- Evaluated the performance of subordinate managers, wrote annual appraisals, provided feedback on work performance, and offered suggestions for improvement. Discussed ways to engage teams.
- Reviewed evaluations and performance recognition, setting a standard for aligning narratives to Critical Job Elements (CJE) and providing training on writing narratives.
- Provided guidance, advice, counsel, or instruction to subordinates in resolving administrative and technical problems, including leave issues and writing leave restriction notices.
- Managed relationships with executives of IRS operation divisions and higher-ranking management officials, reporting departmental goals and accomplishments monthly to the Director.
- Defined business goals, developed work plans, and set short-term and long-term priorities, focusing on operational review items such as training, Employee Performance Folders (EPF), and 1204 Forms.
- Collaborated with the Headquarters Analyst to write a training/instruction manual for the clerical teams.
Career Assistance Mentoring Program Coordinator
Internal Revenue Service, IRS
04.2015 - 01.2018
- Collateral Duty Mentor Program Manager, Association for the Improvement of Minorities (AIM) - Memphis Chapter
- Increased mentor retention rates by providing ongoing support, resources, and training opportunities.
- Organized engaging events, workshops, and networking sessions for participants to foster personal development and relationship-building opportunities.
- Evaluated program outcomes using data-driven metrics to inform future improvements and adjustments.
- Streamlined the mentor-matching process for improved participant satisfaction and long-term success.
- Collaborated with stakeholders to identify key objectives, aligning mentoring activities with organizational goals.
- Managed budgets and allocated resources efficiently to ensure sustainable program operations.
- Provided guidance on best practices in mentorship for both mentors and mentees through accessible resource materials, webinars, and workshops.
- Tracked participant progress throughout the program duration, ensuring timely interventions when necessary for optimal results.
- Cultivated a supportive environment that encouraged open dialogue between mentors and mentees, fostering trust within the mentoring relationship.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Spearheaded continuous improvement initiatives based on participant feedback surveys aimed at refining the overall quality of the mentoring experience provided by the program.
- Strengthened relationships between mentors and mentees through regular communication and feedback loops.
- Conducted thorough assessments of participant needs to create individualized mentoring plans.
Supervisory Contact Representative
Internal Revenue Service, IRS
11.2010 - 09.2014
- Managed a team of 16 Customer Service Representatives (CSRs) responsible for answering customer service lines, processing amended returns, and responding to taxpayer correspondence.
- Planned and assigned work to subordinates, set and adjusted short-term priorities, and prepared schedules for completion of work.
- Provided guidance, advice, and instruction to subordinates on work and administrative matters, assisting with career development through CLP, LSR, and shadow assignments.
- Assigned work based on priorities, difficulty of assignments, and the capabilities of employees.
- Evaluated work performance, made recommendations for performance recognition, and implemented disciplinary actions as needed.
- Served as a mentor to subordinates, fostering skill development for career advancement.
- Managed and resolved employee complaints, grievances, and performance rebuttals, referring more serious unresolved complaints as appropriate.
- Identified developmental and training needs of employees; led a 3-week training class on handling taxpayer correspondence.
- Effected minor disciplinary measures such as warnings and reprimands, and recommended other actions in more serious cases, such as ETC and removal from service.
- Monitored staffing and developed department and team phone schedules, coordinating with two different departments to meet phone requirements and ensure accurate scheduling in EWFM.
- Monitored hold, wrap, and idle times to meet IRS Level of Service (LOS) goals.
- Managed aged listings, Case Control Activity (CCA) reports, Correspondence Imaging System (CIS) reports, and team inventory to ensure proper case resolution and workload management.
- Evaluated Practitioner Priority Service (PPS), Toll Free, Taxpayer Protection Program (TPP) calls, and paper inventory cases for accuracy, providing feedback to ensure quality and accuracy.
- Used Embedded Quality Review System (EQRS) to conduct and provide feedback on reviews.
- Monitored leave usage such as FMLA and unscheduled leave, addressing inappropriate usage through counseling and issuing memos.
- Developed work plans and set short- and long-term goals to be accomplished by subordinates.
- Analyzed error trends and reported data to senior management, providing training on trends such as correspondence errors and disclosure procedures.
- Monitored manual refunds.
- Conducted presentations on Contact Recording for the Director of Accounts Management (AM) and NTEU.
- Conducted presentations on the iManage website for managers in AM.
Customer Service Representative
Internal Revenue Service, IRS
11.2006 - 11.2010
- Managed high-stress situations effectively, maintaining professionalism while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information, providing accurate and timely responses.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided technical assistance to individuals and businesses via telephone and correspondence, addressing a wide range of issues that required unique solutions.
- Applied tax law to assist taxpayers in understanding and meeting their tax obligations, including penalty abatement determinations using Reasonable Cause Assistance (RCA).
- Secured, analyzed, and protected sensitive personal and financial information, ensuring privacy and data integrity.
- Made determinations to resolve taxpayer disputes and delinquency issues, using sound judgment and detailed research.
- Developed, analyzed, and evaluated information by researching computerized records through multiple online database systems.
- Adjusted Individual Master File (IMF) accounts using Integrated Automation Technology (IAT), IDRS, and X-Claim tools.
- Issued appeal rights on disallowed claims and sent taxpayer correspondence, including processing amended returns.
- Managed taxpayer correspondence related to issues such as bad check penalty removal and installment agreements.
- Input payment arrangements, including extensions of time to pay and installment agreements, and made determinations on Currently Not Collectible (CNC) accounts.
- Followed disclosure procedures to ensure accurate information was provided to authorized individuals.
- Conducted research on MFT 29 and 31 accounts for bankruptcy and Individual Retirement Account File (IRAF), as well as exam issues on AIMS.
- Performed statute searches to prevent barred assessments, following statute procedures on adjustments and extending the Assessment Statute Expiration Date (ASED) as necessary.
- Provided account and wage transcripts on request and conducted refund and payment traces.
- Processed various types of tax returns and supported information necessary for accurate return processing.
Education
Accounting
Champlain College
Burlington, VT12.2017
Associate of Arts - Business Administration And Management
Northwest Mississippi Community College
Senatobia, MS05.2011
Skills
- HR Policies Implementation
- HR Metrics and Analytics
- Effective Communication Techniques
- Decision-Making Competence
- Training and Development Coordination
- Organizational Development Knowledge
- Training and mentoring
- Problem-solving abilities
- Decision-Making
- Team building
Timeline
Supervisory Human Resources Specialist
Internal Revenue Service
06.2024 - Current
Supervisory Human Resources Specialist
Internal Revenue Service
07.2022 - 05.2024
Surge Capacity Force
FEMA
10.2021 - 11.2021
Senior Technical Advisor
Internal Revenue Service
09.2019 - 07.2022
Group/Unit Manager
Internal Revenue Service
10.2018 - 09.2019
Department Manager
Internal Revenue Service, IRS
01.2018 - 07.2018
Career Assistance Mentoring Program Coordinator
Internal Revenue Service, IRS
04.2015 - 01.2018
Supervisory Intake Specialist
Internal Revenue Service, IRS
09.2014 - 10.2018
Supervisory Contact Representative
Internal Revenue Service, IRS
11.2010 - 09.2014
Customer Service Representative
Internal Revenue Service, IRS
11.2006 - 11.2010
Accounting
Champlain College
Associate of Arts - Business Administration And Management
Northwest Mississippi Community College