Sofia Rivera
Dover,USA
Summary
Accomplished professional with over two decades of experience in program analysis, management, and administrative support, primarily within the Internal Revenue Service (IRS). Demonstrated expertise in managing programs and projects, analyzing data, and providing exceptional customer service. Proven ability to develop strategic plans, maintain relationships with external partners, and lead cross-functional teams. Fluent in Spanish and proficient in Microsoft Office 365 and ITIL 4.
Overview
30
30
years of professional experience
Work History
Senior Program Analyst
Taxpayer Advocate Service
03.2020 - 04.2025
- Managed multiple projects simultaneously while ensuring adherence to deadlines and quality standards
- Assisted in the development of strategic plans that aligned with organizational goals
- Spearheaded the development of new initiatives that expanded the scope of existing programs while maintaining a focus on core objectives.
- Developed and maintained relationships while participating in cross-functional teams tasked with implementing organizational initiatives
- Provided recommendations for process improvements based on comprehensive analysis of operational data
- Collaborated with stakeholders to establish key performance indicators (KPIs) for assessing program success
- Compiled research data and delivered professional presentations highlighting findings and proposed optimizations.
- Conducted post-implementation reviews to evaluate the effectiveness of programs and identify areas for improvement
- Created reports and dashboards using business intelligence tools such as Tableau or Power BI to visualize data trends
- Coordinated training sessions for team members on new software applications or processes
- Developed and maintained technical documentation including user manuals, training materials, and standard operating procedures
- Coordinated logistics for off-site meetings/conferences/events including venue selection/negotiation/catering arrangements
- Liaised between executives, employees, and clients providing exceptional customer service support
- Maintained regulatory compliance across all aspects of program operations, mitigating potential risks associated with noncompliance.
- Always handled sensitive confidential information with discretion and integrity safeguarding privacy
- Director: Jason Pabey
Management & Program Analyst
Taxpayer Advocate Service
12.2018 - 03.2020
- Balanced competing priorities and resource constraints to ensure timely completion of all assigned tasks, maintaining a high level of performance under pressure.
- Improved program efficiency by streamlining processes and implementing automation tools.
- Created project documentation including charters, schedules, risk registers, and status reports
- Collaborated with cross-functional teams to define project scope, objectives, deliverables, and timelines
- Facilitated meetings with key stakeholders to gather requirements, provide updates, and address concerns
- Performed quality assurance checks on deliverables to ensure adherence to standards and specifications
- Supervisor: Christina Sexton
Staff Assistant
Internal Revenue Service, IRS
08.2018 - 12.2018
- Supported daily operations with efficient task management, contributing to overall office productivity and organization
- Planned, developed, and executed agency programs in a multi-functional and geographically dispersed organization
- Analyzed and evaluated operational effectiveness in relation to procedures, workflows, and resource utilization
- Improved office efficiency by streamlining administrative processes and implementing organizational systems
- Reviewed and approved travel authorizations and vouchers in Concur Travel
- Updated and maintained the organizational chart and recommended changes for effective span of control
- Reviewed databases, identified discrepancies, initiated corrective actions, and prepared reports
- Assisted with operational reviews to identify process gaps and recommend changes
- Maintained effective working relationships and provided constructive feedback to improve workgroup processes
- Researched and provided technical guidance and process updates
- Coordinated process changes between work units
- Consulted with senior management on critical organizational and labor management issues
- Prepared clear, accurate, and thoroughly researched written work products
Management and Program Analyst
Internal Revenue Service, IRS
06.2018 - 08.2018
- Conducted data analysis on HR metrics, including turnover rates, employee engagement surveys, and performance evaluations
- Developed and maintained HR dashboards and reports to track key performance indicators (KPIs) and provide insights for management decision-making
- Created ad-hoc reports for senior leadership by extracting relevant HR data from various sources
- Identified opportunities for process improvement within the HR department through regular audits of policies/procedures or system functionalities
- Monitored compliance with federal/state employment laws/regulations; recommended corrective actions when necessary
- Developed predictive models using historical workforce data to forecast future staffing needs/skills requirements
- Managed employee recognition programs, including nomination process, selection criteria, and rewards distribution
- Participated in cross-functional teams/projects aimed at improving overall organizational effectiveness/performance
- Organized and facilitated meetings, including preparing agendas, taking minutes, and distributing meeting materials
- Provided high-level administrative support to the executive team, managing calendars, scheduling meetings, and coordinating travel arrangements
- Demonstrated strong attention to detail providing accurate review while proofreading and editing documents and communications for executives
- Maintained organized filing systems both physical and electronic files ensuring easy retrieval of information
- Prepared agendas, meeting materials and minutes ensuring accurate timely documentation distribution
- Collaborated with cross-functional teams to coordinate projects or initiatives led by the executive team
- Managed confidential information with utmost discretion and maintained strict confidentiality protocols
- Screened phone calls and emails for executives, prioritizing messages and responding on their behalf when necessary
- Drafted, proofread and edited a variety of business and policy documents
- Cultivated positive relationships with internal and external stakeholders fostering collaboration and teamwork
- Coordinated logistics for meetings, conferences and events including venue selection catering audiovisual setup etc
- Director: Darren Guillot
Staff Assistant
Internal Revenue Service, IRS
01.2018 - 06.2018
- Planned, developed, and executed agency programs in a multi-functional and geographically dispersed organization.
- Analyzed and evaluated operational effectiveness in relation to procedures, workflows, and resource utilization.
- Reviewed and approved travel authorizations and vouchers in Concur Travel.
- Updated and maintained the organizational chart and recommended changes for effective span of control.
- Reviewed databases, identified discrepancies, initiated corrective actions, and prepared reports.
- Assisted with operational reviews to identify process gaps and recommend changes.
- Maintained effective working relationships and provided constructive feedback to improve workgroup processes.
- Identified resources to support customer needs and recommended opportunities for improved satisfaction.
- Researched and provided technical guidance and process updates.
- Supported management during meetings on confidential human resource issues.
- Coordinated process changes between work units.
- Consulted with senior management on critical organizational and labor management issues.
- Prepared clear, accurate, and thoroughly researched written work products.
- Director: Timothy Sherrill
Senior Program Analyst
Internal Revenue Service, IRS
10.2017 - 12.2017
- Lead Certified Professional Education
- Monitored completion and ensured employees received credit
- Collaborated with Area Training Coordinator to identify solution to transition to a new training platform and determine best approach to virtual training
- Assisted with operational reviews
- Analyzed cases, compliance process and report data
- Identified trends and measured achievement of goals, performance expectations, compliance with directives and utilization of resources
- Reviewed sensitive case reports and ensure they were appropriately written
- Reviewed cases to ensure policies and procedures adhered to tax laws, regulations and rulings
- Provided technical advice
- Maintained SharePoint site
- Director: Timothy Sherrill
Supervisory Revenue Officer
Internal Revenue Service, IRS
05.2017 - 09.2017
- Led a team of 9 employees, providing guidance and support to ensure efficient operations while exceeding organizational goals
- Developed and implemented strategies to improve operational and streamline processes enhancing operational efficiencies
- Oversaw hiring process, including scheduling, interviewing, and making hiring decisions
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
- Provided ongoing coaching and mentoring to team members, supporting their professional development
- Maintained high standards of quality control to ensure customer satisfaction
- Reviewed employee expense reports ensuring accurate expense tracking, receipt reconciliation, and timely reimbursement request submissions
- Managed and resolved escalated customer issues, maintaining high levels of customer satisfaction
- Developed and executed strategies to improve employee engagement and retention
- Developed strong relationships with key stakeholders, fostering partnerships for effective opportunities to meet strategic goals
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
- Ensured compliance with all regulatory requirements related to health, safety, sanitation, etc
- Identified areas for process improvement through data analysis and inter-organizational collaboration
- Served as a liaison between upper management and front-line employees, ensuring effective communication of company goals and objectives
- Director: William Valicenti
Staff Assistant
Internal Revenue Service, IRS
01.2017 - 05.2017
- Planned, developed, and executed agency programs in a multi-functional and geographically dispersed organization.
- Analyzed and evaluated operational effectiveness in relation to procedures, workflows, and resource utilization.
- Reviewed and approved travel authorizations and vouchers in Concur Travel.
- Updated and maintained the organizational chart and recommended changes for effective span of control.
- Reviewed databases, identified discrepancies, initiated corrective actions, and prepared reports.
- Assisted with operational reviews to identify process gaps and recommend changes.
- Maintained effective working relationships and provided constructive feedback to improve workgroup processes.
- Identified resources to support customer needs and recommended opportunities for improved satisfaction.
- Researched and provided technical guidance and process updates.
- Supported management during meetings on confidential human resource issues.
- Coordinated process changes between work units.
- Consulted with senior management on critical organizational and labor management issues.
- Prepared clear, accurate, and thoroughly researched written work products.
- Director: Timothy Sherrill
Supervisory Revenue Officer
Internal Revenue Service, IRS
11.2010 - 01.2017
- Led a team of 9 employees, providing guidance and support to ensure efficient operations while exceeding organizational goals
- Developed and implemented strategies to improve operational and streamline processes enhancing operational efficiencies
- Oversaw hiring process, including scheduling, interviewing, and making hiring decisions
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
- Provided ongoing coaching and mentoring to team members, supporting their professional development
- Maintained high standards of quality control to ensure customer satisfaction
- Reviewed employee expense reports ensuring accurate expense tracking, receipt reconciliation, and timely reimbursement request submissions
- Managed and resolved escalated customer issues, maintaining high levels of customer satisfaction
- Developed and executed strategies to improve employee engagement and retention
- Developed strong relationships with key stakeholders, fostering partnerships for effective opportunities to meet strategic goals
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
- Ensured compliance with all regulatory requirements related to health, safety, sanitation, etc
- Identified areas for process improvement through data analysis and inter-organizational collaboration
- Served as a liaison between upper management and front-line employees, ensuring effective communication of company goals and objectives
- Director: William Valicenti
Revenue Officer Advisor/Reviewer
Internal Revenue Services, IRS
06.2010 - 11.2010
- Advised and consulted with employees providing specialized technical guidance on Federal tax collections.
- Coordinated efforts to protect the Government’s interest.
- Served as a liaison with Federal, state, and local court officials
- Professionally and courteously advised taxpayers of their rights and counsel them on tax obligations.
- Educated individuals on their responsibility as fiduciary of an estate
- Ensured the taxpayers’ confidentiality
- Investigated and validated liabilities
- Addressed taxpayer concerns with accurate, professional, and well written responses
- Corrected discrepancies and resolved delinquencies.
- Analyzed financial statements and relevant documents to determine taxpayers’ ability to pay outstanding tax obligations.
- Conducted financial and credit investigations
- Director: Jeffrey Burg
Revenue Officer
Internal Revenue Service, IRS
08.2004 - 06.2010
- Conducted thorough investigations into various cases to identify all issues and develop strategies for resolution in accordance with each case
- Developed comprehensive investigative strategies tailored to each case's unique circumstances
- Gathered evidence through interviews, surveillance, and research to build strong case files
- Analyzed financial records, documents, and other relevant materials to identify patterns, discrepancies or fraud
- Demonstrated exceptional attention to detail in analyzing complex data sets for patterns or anomalies
- Leveraged strong analytical skills to connect seemingly unrelated pieces of information into cohesive narratives
- Maintained accurate documentation of all investigative activities, ensuring compliance with legal requirements
- Coordinated efforts to protect the Government's interest
- Professionally and courteously advised taxpayers of their rights
- Counseled and educated individuals on their tax filing and payment obligations
- Prepared detailed reports outlining findings, conclusions, and recommendations for further action
- Testified in court proceedings as an expert witness regarding investigation findings
- Managed multiple cases simultaneously while adhering to strict deadlines and prioritizing tasks effectively
- Maintained confidentiality of sensitive information throughout the investigation process
- Coordinated efforts with other investigators during joint investigations
- Assisted in the development of staff training materials, resulting in increased employee productivity and job satisfaction.
- Director: Issam Morad
Administrative Assistant
The Berkeley Carroll School
07.1998 - 08.2004
- Assist the director in the supervision of staff, curriculum planning and implementation, fiscal matters, physical facilities and equipment.
- In the absence of the Director assume all responsibilities and ensure proper center management.
- Share responsibility for handling of emergencies as well as opening and closing of the center on a daily basis.
- Schedule and coordinate all school trips as well as tours of the center
- Developed and maintain a database application in Filemaker Pro.
- Director: Helen Halverson
Secretary/Office Manager
Good Shepherd Services
05.1996 - 07.1998
- Performed all general office duties.
- Updated and maintained all computer and manual files as well as office supply inventory.
- Approved and allocated bills to proper budgets.
- Prepared and submitted all payroll; created a computerized payroll using Excel.
- Responsible for troubleshooting any computer problems, involving two major projects.
- Trained and assisted all employees with new software.
- Served as liason between Good Shepherd Services site and MIS department.
- Coordinated all repairs of electronic equipment within office.
- Director: Bonnie Genevich
Customer Service Representative/Dispatcher
MSC Services Inc.
10.1995 - 05.1996
- Data entry of customer’s request for refunds and service of all company pay phones.
- Ensuring prompt service.
- Dispatch of field technicians as repairs were completed and/or attempted.
- Served as NYNEX liaison, ensuring telephone lines were repaired properly and promptly.
- Receptionist relief, testing and screening of all prospective employees as needed.
- Supervisor: Clifford Weimer
Education
BSB - Accounting
University of Phoenix Online
AAS - Data Processing
New York City Technical College
Skills
- Fluently speak, read and write Spanish
- Experienced with Microsoft Office 365, Microsoft Power Platform, ITIL 4
Timeline
Senior Program Analyst
Taxpayer Advocate Service
03.2020 - 04.2025
Management & Program Analyst
Taxpayer Advocate Service
12.2018 - 03.2020
Staff Assistant
Internal Revenue Service, IRS
08.2018 - 12.2018
Management and Program Analyst
Internal Revenue Service, IRS
06.2018 - 08.2018
Staff Assistant
Internal Revenue Service, IRS
01.2018 - 06.2018
Senior Program Analyst
Internal Revenue Service, IRS
10.2017 - 12.2017
Supervisory Revenue Officer
Internal Revenue Service, IRS
05.2017 - 09.2017
Staff Assistant
Internal Revenue Service, IRS
01.2017 - 05.2017
Supervisory Revenue Officer
Internal Revenue Service, IRS
11.2010 - 01.2017
Revenue Officer Advisor/Reviewer
Internal Revenue Services, IRS
06.2010 - 11.2010
Revenue Officer
Internal Revenue Service, IRS
08.2004 - 06.2010
Administrative Assistant
The Berkeley Carroll School
07.1998 - 08.2004
Secretary/Office Manager
Good Shepherd Services
05.1996 - 07.1998
Customer Service Representative/Dispatcher
MSC Services Inc.
10.1995 - 05.1996
BSB - Accounting
University of Phoenix Online
AAS - Data Processing
New York City Technical College
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