Sandra Crowl
Program Manager
Liberty,MO
Summary
Over 9 years of program and project management experience in financial services, improving operational efficiency by up to 20%. Expert in regulatory compliance and risk management with proven successes in enhancing service delivery for over 41,000 employees. Skilled in stakeholder engagement and data-driven reporting, having implemented reporting metrics that streamlined decision-making.
Overview
35
35
years of professional experience
Work History
Lead Management and Program Analyst
IRS, Taxpayer Services (TS), Office of Civil Rights and Compliance
11.2023 - Current
- Developed a volunteer AT coaching program utilizing employee feedback, reducing technical resolution time by 20%.
- Partnered with IT to resolve accessibility issues, improving login success rates by 30% for visually impaired users.
- Coordinated staff expansion from 12 to 25, enhancing service delivery for 41,129 employees.
- Managed key programs including 100+ Local Accessibility Coordinators to ensure accuracy and compliance.
- Compiled and analyzed data, delivering actionable insights on accommodations and compliance to leadership.
- Implemented operational reporting metrics to track program progress and risks.
Program Analyst
IRS Taxpayer Services, Equity, Diversity & Inclusion (EDI)
01.2020 - 11.2023
- Executed comprehensive analysis using qualitative and quantitative methods, streamlining programs by 15%.
- Facilitated goal-setting sessions with managers and executives to align project objectives.
- Presented details on the Service-wide LAC Program to boost team engagement.
- Developed action plans aligned with Service goals, reducing scheduling delays by 10%.
- Revamped SharePoint organization to improve resource access by 25%.
- Coordinated cross-functional teams to optimize regulatory compliance processes.
Management and Program Analyst
IRS Site Coordinator Office
10.2017 - 12.2019
- Led a team of 6 analysts and 1 assistant, enhancing program efficiency by 20%.
- Developed guidance for planning and evaluating the Internal Control Checklist.
- Drafted directives and policies that introduced three new initiatives.
- Recommended operational improvements during executive briefings.
- Streamlined internal workflows to enhance operational risk management.
Supervisory Tax Examining Technician
IRS Taxpayer Services Return Integrity Verification Operations
12.2014 - 09.2017
- Developed guidance for program planning and evaluation in compliance services.
- Gathered and analyzed data to reduce errors by 15%.
- Drafted directives to launch two new initiatives.
Supervisory Tax Examining Technician
Internal Revenue Service
12.2014 - 09.2017
- Designed compliance guidance and execution plans to enhance program delivery.
Correspondence Examination Technician
Financial Technician Management Trainee
12.2012 - 11.2014
- Analyzed data to devise alternatives, reducing project delays.
- Drafted policy guidelines that introduced new initiatives.
- Formulated long-range program plans and set key milestones.
- Identified and addressed issues to meet principal program goals.
Correspondence Specialist
American Century Investments
10.1996 - 11.2008
Park Operations Manager
Hunt Midwest Entertainment
02.1991 - 08.1996
Education
Master's degree - Human Resources Management
Webster University
Kansas City, MOBachelor's degree - Textiles and Clothing
University of Central Missouri
Warrensburg, MOHigh school diploma or equivalent - General Studies
Liberty Senior High School
Liberty, MOSkills
- Program & Project Management: Program Management, Project Management, Stakeholder Coordination, Program Analysis
- Financial & Regulatory Compliance: Compliance, Regulatory, Financial Services, BaaS, Risk Management
- Operations & Reporting: Reporting, Metrics, Operational Oversight, Data Analysis, Process Improvement
- Technical & Communication: Technical Writing, SharePoint Management, Strategic Communication, Documentation
Timeline
Lead Management and Program Analyst
IRS, Taxpayer Services (TS), Office of Civil Rights and Compliance
11.2023 - Current
Program Analyst
IRS Taxpayer Services, Equity, Diversity & Inclusion (EDI)
01.2020 - 11.2023
Management and Program Analyst
IRS Site Coordinator Office
10.2017 - 12.2019
Supervisory Tax Examining Technician
IRS Taxpayer Services Return Integrity Verification Operations
12.2014 - 09.2017
Supervisory Tax Examining Technician
Internal Revenue Service
12.2014 - 09.2017
Correspondence Examination Technician
Financial Technician Management Trainee
12.2012 - 11.2014
Correspondence Specialist
American Century Investments
10.1996 - 11.2008
Park Operations Manager
Hunt Midwest Entertainment
02.1991 - 08.1996
Bachelor's degree - Textiles and Clothing
University of Central Missouri
High school diploma or equivalent - General Studies
Liberty Senior High School
Master's degree - Human Resources Management
Webster University
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