Marina Hadley
Kansas City,MO
Summary
Extensive knowledge of tax law including Internal Revenue Code, Internal Revenue Manuals, Regulations, Policies, Taxpayer Bill of Rights and IRS tax forms to evaluate complex tax issues. As a reviewer working paper cases, taking calls, providing feedback or answering technical questions, I identified relevant issues efficiently, accurately and assisted others in gaining this skill. I interpret, analyze and use organizational and program goals to guide decisions in creating action plans. Analyze error trends, gathered information and presented these findings, and made recommendations for improvement to my manager and executive managers determining the training needs to improve the quality and business measures. I have extensive knowledge of tax laws including, IRC, IRM, Regulations, Policies, Taxpayer Bill of Rights, and IRS tax forms to evaluate complex tax issues. I have the knowledge of the IRS Organizations, IRM, functions, programs processes, operation and procedures to analyze appropriate actions on individual cases and have excellent verbal, written and listening skills. As a SME in AM & IDTVA, I work closely with the Operations Manager and Planning and Analysis in breaking down complex IRM issues. I provide technical guidance to my peers when needed and inform my manager of any special problems, work assignments or delays to formulate alternatives when and if warranted. I work independently and require little or no supervision and I prioritize my work assignments based on the needs and programs impact. I recognize important assignments and adjust duties as appropriate and effectively to deal with unanticipated situations and/or changes in workload. In summary, I have a vast knowledge of IRS Organizations, IRM, functions, programs, processes, operation, and procedures to analyze appropriate actions on individual cases and have excellent verbal communication, listening skills and writing skills to establish and maintain relationships to deal with sensitive subject matter.
Overview
14
14
years of professional experience
Work History
Tax Analyst
Internal Revenue Service, IRS
Kansas City, MO
04.2024 - Current
- Maintained up-to-date knowledge of changes in taxation laws and regulations.
- Provided guidance to other departments regarding compliance with applicable rules and regulations.
- Collaborated with other professionals within the firm to review complex tax structures.
- Participated in meetings with internal stakeholders discussing new approaches towards minimizing overall tax liability.
- Provided recommendations based on data analysis results.
- Analyzed large datasets using statistical methods and software programs.
- Identified opportunities for process improvements across the organization.
- Prepared forecasts of future performance based on historical trends.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Maintained accurate records of all data collected during analysis processes.
- Reviewed existing systems and processes for accuracy and compliance with regulations.
- Advised senior leaders on ways that analytics could improve decision making processes.
- Developed actionable roadmaps for improving workflows and processes.
- Utilized formulas to extract data from queries into Excel spreadsheets.
- Conducted detailed analysis on key trends and findings to summarize findings for leadership.
- Synthesized multiple sources of data and large data sets to develop reports, tools and metrics.
- Organized client meetings to provide project updates.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Analyzed key performance indicators to identify effective strategies.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Set specific goals for projects to measure progress and evaluate end results.
- Maintained positive working relationship with fellow staff and management.
- Carried out budget analysis tasks to predict future budget needs and control expenditures.
- Installed system updates to reduce security issues and address vulnerabilities.
- Integrated standardized tools and templates to streamline cross-functional project management.
Management & Program Analyst
Internal Revenue Service, IRS
Kansas City, MO
12.2023 - Current
- Developed and implemented operational procedures to improve efficiency and accuracy in the management program.
- Created and distributed reports on performance metrics for upper-level management review.
- Reviewed financial documents to ensure accuracy of data entry into the management system.
- Coordinated with other departments to ensure compliance with applicable regulations and standards.
- Provided technical guidance and support on management systems related issues to staff members.
- Identified potential areas of improvement within existing processes and recommended solutions accordingly.
- Prepared presentations outlining project progress updates for stakeholders at all levels of the organization.
- Assisted in the rollout of new products by providing training materials, conducting workshops, and responding to inquiries from users.
- Maintained detailed records of changes made within the system, including version control information.
- Documented user manuals detailing how each feature works within the system; collaborated with technical writers on this task.
- Participated in regular meetings with stakeholders across all departments; provided status updates as necessary.
- Studied complex data sets and systems to identify positive trends and successful programs.
- Offered input on key decisions and strategic plans, evaluating ongoing program data.
- Scrutinized company budgets to shave off budgetary bloat and save costs.
- Reviewed established procedures to assess areas in need of improvement.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Conducted record searches and coordinated with other units on procedural problems involving complex cases.
Functional Training Coordinator
Internal Revenue Service, IRS
Kansas City, Missouri
04.2014 - 12.2023
- As a Functional Training Coordinator for Kansas City Accounts Management (KCAM), I have an excellent knowledge of a wide range of analytical methods and techniques, both qualitative and quantitative
- This knowledge ensures identifying problems effectively, analyzing the causes, developing solutions, and coordinating to resolve these appropriately
- I have expert knowledge of principles and techniques in managing, planning, and resource utilization
- When assisting other employees with formal and informal coaching/training sessions, I demonstrate a high level of professionalism and courtesy in a way that makes them feel at ease and encourages them to ask questions and learn
- With my expertise and ability to identify issues, I was specifically requested to work as an SME updating lesson plans used to skill-up and train Accounts Management employees for Identity Theft
- These lessons were utilized in 2014
- I performed a review of IRM 21.4.4.5.1 and I analyzed the techniques used to follow specific IRM procedures
- The purpose of this review is to prevent possible erroneous refunds and to ensure managers and employees are effectively monitoring accounts on IDRS for specific conditions that could cause a potential erroneous refund
- I made recommendations in a written job aid for frontline managers and leads with specific examples of how to use the IAT EMT tool
- As a guest speaker for the Local Leadership Readiness Program
- I spoke about my journey since joining the IRS and talked about a “day in the life” of my current position as an FTC
- Demonstrated to team members and others within the assigned POD how to improve quality efficiencies
- Responsible for developing and managing the initial design of new program activities and coordinated and consulted with other Stakeholders Represents the IRS interests and coordinates the impact of the projects with employees and managers in all affected areas within the Service and with individuals and organizations outside of the Service Contributed to change in the processes in regarding the display of cases in the classroom environment
- I maintained a formal, comprehensive training program designed to improve operational performance in Quality, Efficiency, Customer Satisfaction and Employee Satisfaction As an instructor, I analyzed lessons for the targeted audience by giving demonstrations, performance, lecture, case study, teaching interviews, guided discussion and other teaching methods Created and refined workshops and job aids to improve employee quality performance
- Responsible for soliciting Subject Matter Experts (SMEs) and providing Learning & Education (L&E) with the most qualified SME for projects I monitor KCAM to ensure the completion of annual Mandatory Briefings and report noncompliance to Operations, the P&A Chief, and the Field Director
- With my expertise and ability to identify issues, I was specifically requested to work as an SME updating lesson plans used to skill-up and train Accounts Management employees for Identity Theft
- These lessons were utilized in 2014
- I performed a review of IRM 21.4.4.5.1 and I analyzed the techniques used to follow specific IRM procedures
- The purpose of this review is to prevent possible erroneous refunds and to ensure managers and employees are effectively monitoring accounts on IDRS for specific conditions that could cause a potential erroneous refund
- I made recommendations in a written job aid for frontline managers and leads with specific examples of how to use the IAT EMT tool
- I am responsible for reviewing KCAMs training plans for direct training needs that include new hire, skill-up training to address the sites strengths and weaknesses to cover inventory programs and phone applications
- Monitoring training plans on the Training Database and make all necessary changes, which may include the specific type of training, number of participants, instructors, and On the Job Instructors (OJIs)
- Ensuring to include why the training is needed and the timeframe for class and OJI
- Notify the SA staff has been notified and has approved the training
- Additional Functional Training Coordinator for KCAM include facilitating learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching
- Overseeing both operations for Accounts Management (AM) and Identity Theft Victims Assistance (IDTVA) training for frontline managers, customer service representatives, and tax examiners
- Perform research for pertinent data through available research sources such as the IAT Tool, IDRS, TRBDV, RTVUE, IMFOL, TXMODA, SUMRY, IRPTRL, AMS and CIS to analyze accounts procedural requirements for accuracy
- Work closely with the local Executive and Operations stakeholders to deliver the updates for the Taxpayer Protection Program (TPP) Facilitate meetings with Senior Management including P&A Analysts, Program & Operation Mangers, P&A Chief, and the Field Director and provided advice, counsel, and instructions to all the afore mentioned
- Meet and advise instructors, facilitators and on the job instructors (OJIs).Order current materials for classes based on the curriculum from the training plan, prepare carts for classes with training books and supplies for the New Hire classes
- Assist with resolutions for system issues with LAN access, ITM, and EUP and I update and maintain the employee skills database (eWFM) Scheduled approximately 1200 Accounts Management, IDTVA Customer Service Representatives (CSR) and Tax Examiners (TE) for Training day without incident
- Training day included multiple classes split over two day and night shift with a full day dedicated to employees working AM specialty programs for Carrybacks, Injured Spouse, Statute, Accounts Maintenance Research (AMRH), and Refund Inquiry Developed, updated, and maintained the roster lists for multiple new hire classes as well as reconciling Form 10628, the Training Registration Record and Form 13733, Training Attendance Logs for 962 AM Frontline Manager (FLM) and Workleader Critical Filing Season Readiness Training (CFSRT), Coding Consistency, Taxpayer Correspondence (TPRQ) and New Hire classes
- Update the training data base and the functional training section of the filing seasonal readiness plan and have kept management up to date using a spreadsheet on absences in the classroom, online assessment scores per IRM 1.4.16.2.7.2 and certifications memos
- Created a spreadsheet to track OJIs and informing FLM of scheduling and ensuring the Level of Service (LOS) was being met Work with Corporate Online Learning (COL) to have classroom issues resolved in a timely manner
- Load curriculum into ITM for paper courses and I entered all the New Hires into the Auto Certification Website
- Advise support personal for the Instructors on how to fill out the Training Registration Records, Training Attendance Logs, Classroom Attendance spreadsheets, and the Testing Matrix
- Set up Train the Trainer via Saba with an analyst in St
- Louis and had our newly trained trainers provide training to the managers, CER, leads, and OJIs before we trained any employees to ensure everyone could be certified Prior to training or skill-up classes, I contact frontline managers to have work distributed to all certified instructors and coaches
- This ensures they are technically proficient and current on procedures before beginning training or coaching.
Embedded Quality Specialist, Quality Specialist
04.2010 - 04.2014
- As an Embedded Quality Specialist, I performed EQRS reviews on Disclosure, Carryback, Combat Zone, DUPF, XRET, and TPRQ closed cases to identify inefficiencies
- Reviewed and analyzed these cases to identify underlying root causes by using the AD-HOC report to find error trends for training purposes
- Exercised initiative and recommended changes to the IRM procedures via SERP Feedback to improve the quality and efficiency of case work
- Performed research for pertinent data through available research sources such as: IDRS command codes, IAT tool, AMS, and CIS to analyze accounts procedural requirements of accuracy
- I performed targeted reviews of monitored telephone calls between the taxpayer and the CSR
- I developed an Excel spreadsheet utilizing the AD-HOC report by attributes to conduct an analysis of reviews on closed cases
- This data was consolidated to find error trends for training, to identify problems with the work performance, and provide guidelines to help meet the established goals and measures of the organization's programs
- This data provided the operation with complete statistical data that could be shared with the manager and provide direct feedback to the employee
- I presented the findings and results to front-line managers recommending alternatives and/or changes in methods or training needs to improve the quality results and business measures
- I conducted studies and made recommendations of employee efficiency and productivity by utilizing EQRS, Control D, and the Matrix data ensure enforced standards of conduct, discipline and adherence to laws and directives related to training requirements.
Skills
- Flexible and Adaptable
- Goal Setting
- Adaptability
- Analytical Thinking
- Time management abilities
- Team building
- Excellent negotiation skills
- Written Communication
- Task Prioritization
- Excellent Communication
- Analytical Skills
- Problem-solving abilities
- Recordkeeping and documentation
- Decision-Making
- MS Office
- Active Listening
- Multitasking Abilities
- Analytical and Critical Thinking
- Teamwork and Collaboration
- Excellent Written and Verbal Communication
- Planning and Coordination
- Organization and Time Management
- Attention to Detail
- Independent Worker
- Regulations and compliance
- Process Improvements
- Organizational abilities
- Verbal and written communication
- Data Analytics
- Self Motivation
Timeline
Tax Analyst
Internal Revenue Service, IRS
04.2024 - Current
Management & Program Analyst
Internal Revenue Service, IRS
12.2023 - Current
Functional Training Coordinator
Internal Revenue Service, IRS
04.2014 - 12.2023
Embedded Quality Specialist, Quality Specialist
04.2010 - 04.2014