Martha Lewis
Colorado Springs,CO
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
27
27
years of professional experience
Work History
Volunteer Income Tax Assistance (VITA) Manager
Pikes Peak United Way
10.2023 - Current
- Coordinated with Internal Revenue Service on all VITA site requirements
- Created the first VITA Recruiting Symposium in Colorado Springs, inviting all Colorado VITA teams
- Dynamic leader on Colorado VITA outreach team through Colorado Community Action Association
- Trained and assisted in certification of 60 VITA volunteer tax preparers prior to tax season, ensuring 100% compliance
- Created four new VITA sites for the upcoming tax season
- Managed all volunteers, leaders, and schedules for six separate tax locations
- Established a new policies and procedures guide for all site coordinators
- Created a video about how to deal with difficult people and relayed this information to all leaders within the tax centers
- Coordinated with Colorado State personnel on grant specifics for analysis of under privileged taxpayers
- Established three rural tax centers, coordinating with three different libraries and assisting over 60 clients that otherwise would have to pay to have their taxes prepared
- Worked closely with the Pikes Peak United Way 2-1-1 center to ensure all appointments were being filled by the appropriate client
- Solicited feedback from tax clients regarding VITA site customer service and process improvement
- Researched and corrected any tax returns that were rejected by the IRS or State
- Proficient in diffusing client’s issues and exerting control of the situations to end in satisfied client experiences
- Renowned for ensuring that all VITA sites are 100% in compliance with the IRS regulations
- Recognized by the IRS for Best Practices for VITA sites
Volunteer Income Tax Assistance Site Coordinator
Pikes Peak United Way
11.2017 - 10.2023
- Assisted and trained 30 VITA volunteer tax preparers for successful tax season
- Coordinated volunteer tax preparer schedules for two geographically separated sites
- Prepared and quality reviewed taxes for clients at two VITA sites, equating to over 692 successful returns for two years
- Assured clients possessed required information before they came into the tax appointment
- Trained intake volunteers to screen clients to determine if they fit VITA programs parameters
- Solicited feedback from tax clients regarding VITA site customer service and process improvement
- Researched and corrected any tax returns that were rejected by the IRS or State
- Proficient in diffusing client’s issues and exerting control of the situations to end in satisfied client experiences
General Manager
Pikes Peak Habitat for Humanity ReStore
07.2012 - 11.2017
- Handled all administrative processes, including new hire paperwork, I9 maintenance, background checks, post-accident documentation, e-verifying, HRIS entries and employee file maintenance
- Ensured employee files were compliant with state and federal laws
- Established and monitored performance goals and objectives, including responsibility of annual performance appraisals
- Processed all customer complaints and elevated any issues to the next level as needed
- Conducted Customer Service training for all employees, this ensured customer service satisfaction
- Established policies and procedures for daily operations, safety and performance of 14 employees
- Provided annual operating budget, recommended capital expenditures and assisted in annual financial audit to keep operations fiscally responsible and transparent to all stakeholders
- Implemented new point of sale system to analyze daily transactions, sales deposits, stock on hand, and monitor donor zip codes for future marketing and acquisitions
- Effectively raised sales revenue from $1.2M to $1.9M through leadership skills and positive team building
- Created webpage and social media page to market ReStore and Habitat for Humanity
- Received a 4.8 overall customer satisfaction rating from both Facebook and Google
- Monitored both webpage and social media for customer responses and feedback
Law Office Manager/Senior Paralegal
United States Air Force
08.1998 - 05.2010
- Managed 23 full-time employees and 20 part-time employees for joint military base law firm
- Enhanced customer service of 23,000 clients by modernizing client database
- Managed all financial aspects for law office, $1.1 million budget
- Created and revised policies and procedures for the first combined Air Force, Army and Navy joint venture
- Managed multifaceted training programs to include monitoring daily performance, profession goals, core values and mission focus
- Performed court reporter duties by recording and transcribing numerous criminal court cases
- Audited and military and civilian training records, court documents, and customer service surveys
Education
Doctorate in Business Administration - Human Resources
Liberty University
Lynchburg, VA01.2023
Graduate Certificate - Leadership and Organizational Change
Colorado State University
Westminster, CO01.2017
Graduate Certificate - Human Resources
Columbia Southern University
Orange Beach, AL01.2016
MBA - Marketing
Columbia Southern University
Orange Beach, AL01.2011
Affiliations
- Society for Human Resources Management (SHRM), 2015
Timeline
Volunteer Income Tax Assistance (VITA) Manager
Pikes Peak United Way
10.2023 - Current
Volunteer Income Tax Assistance Site Coordinator
Pikes Peak United Way
11.2017 - 10.2023
General Manager
Pikes Peak Habitat for Humanity ReStore
07.2012 - 11.2017
Law Office Manager/Senior Paralegal
United States Air Force
08.1998 - 05.2010
Graduate Certificate - Leadership and Organizational Change
Colorado State University
Graduate Certificate - Human Resources
Columbia Southern University
MBA - Marketing
Columbia Southern University
Doctorate in Business Administration - Human Resources
Liberty University
Similar Profiles
Heather SteinmanHeather Steinman
Chief Operating Officer at Pikes Peak United WayChief Operating Officer at Pikes Peak United Way
Samuel WalcottSamuel Walcott
Veterinary Assistant Intern at Humane Society Pikes Peak RegionVeterinary Assistant Intern at Humane Society Pikes Peak Region
Jackie ToprakJackie Toprak
CONTROLLER/ACCOUNTING MANAGER/HR at Pikes Peak Harley DavidsonCONTROLLER/ACCOUNTING MANAGER/HR at Pikes Peak Harley Davidson