STEVEN DIAZ

Work 40 Hours A Week

GS-0962-07-1

$49,025

Answering Inquiries: Responding to phone calls, emails, or in-person inquiries from taxpayers seeking information about tax laws, filing procedures, and other related topics.

Providing Guidance: Assisting taxpayers in understanding and navigating the tax system, including explaining tax forms, deadlines, and payment options.

Resolving Issues Addressing and resolving issues related to tax returns, refunds, and any other concerns raised by taxpayers.

Maintaining Records: Documenting and maintaining accurate records of taxpayer interactions, ensuring confidentiality and compliance with privacy regulations.

Educating Taxpayers: Offering educational resources and information to help taxpayers fulfill their tax obligations correctly.

Stay Informed: Keeping abreast of changes in tax laws and regulations to provide accurate and up-to-date information to taxpayers.

IRS Trainer for Onboarding New Hires:

Summary: Dedicated and experienced IRS Trainer with a proven track record of successfully onboarding new hires within the Internal Revenue Service. Adept at designing and delivering comprehensive training programs to ensure that employees are well-versed in tax regulations, internal policies, and job-specific responsibilities. Skilled in fostering a positive learning environment and promoting a strong foundation for new employees.

Key Accomplishments:

• Developed and implemented onboarding training programs for various positions within the IRS, ensuring a smooth transition for new hires into their roles.
• Conducted in-depth training sessions on tax regulations, internal policies, and job-specific tasks, resulting in increased employee competence and efficiency.
• Collaborated with subject matter experts to incorporate the latest tax laws and regulations into training materials, keeping employees up-to-date on industry changes.
• Utilized effective training methodologies, including interactive sessions, workshops, and e-learning modules, to cater to diverse learning styles and preferences.
• Received positive feedback from new hires for creating engaging and informative onboarding experiences that contributed to their successful integration into the organization.

Skills:

• Tax Regulations and Laws
• Onboarding Program Development
• Training Needs Analysis
• Job-Specific Training
• Learning Management Systems (LMS)
• Collaboration and Team Building
• Customer Service Skills Training
• Compliance and Ethics Training
• Effective Communication Skills

Key Responsibilities:

• Introduced Union to New Employees: Conducted welcome sessions for new hires, providing an overview of union history, mission, and achievements.
• Highlighted Union Benefits: Clearly communicated the advantages of union membership, including collective bargaining, legal representation, and grievance handling.
• Membership Facilitation: Provided information on joining the union, including forms, dues, and membership rights and responsibilities.
• Promoted Health and Safety: Highlighted the union's role in workplace safety and provided information on health and safety training programs.
• Encouraged Union Engagement: Invited new employees to union meetings and events, promoting active participation in union activities.
• Provided Contact Information and Resources: Supplied new hires with key union contacts, informational materials, and access to digital resources.

Key Achievements:

• Enhanced Onboarding Experience: Successfully integrated union information into the company’s onboarding process, resulting in higher awareness and engagement among new employees.
• Increased Membership: Played a key role in increasing union membership by effectively communicating the benefits and support available to employees.
• Improved Grievance Handling: Streamlined the grievance process for new employees, ensuring timely resolution of workplace issues and enhancing employee satisfaction.
• Promoted Workplace Safety: Actively contributed to a safer working environment by promoting health and safety programs and ensuring compliance with safety standards.
• Fostered Community and Engagement: Developed initiatives that encouraged new employees to participate in union activities, fostering a sense of community and collective effort.

Skills Developed:

• Effective Communication: Developed strong verbal and written communication skills through presenting to new employees and creating informational materials.
• Interpersonal Skills: Built strong relationships with new employees and union members, providing support and guidance.
• Organizational Skills: Managed the integration of union onboarding activities within the broader company onboarding process.
• Training and Development: Designed and delivered training sessions on union benefits, the CBA, and workplace safety.
• Problem-Solving: Assisted new employees in navigating workplace issues, offering solutions and support through the union’s resources.

Skills:

• Union Representation and Advocacy
• Employee Onboarding and Training
• Collective Bargaining Agreement (CBA) Familiarity
• Grievance Handling and Dispute Resolution
• Workplace Health and Safety Promotion
• Effective Communication and Presentation
• Mentorship and Support Programs
• Community and Engagement Initiatives
• Professional Development
• Workshop on Effective Union Representation – NTEU, 2022
• Training on Collective Bargaining Agreements and Labor Law – NTEU, 2022
• Certification in Workplace Health and Safety – NTEU, 2022

• Divide all mail that goes to Puerto Rico and USA to GPCs
• Charge and discharge cargo
• Process packages in the system for records
• Runner for GPCs for each area.

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine call center goals
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Assists management with labor-management issues and grievances through the preparation of reports or responses, frequently having advance knowledge of decisions rendered and actions proposed that may result in personnel actions
• Verifies completeness of controls to ensure accuracy and compliance with established procedures, guidelines, and formats.

• Create plans to move the business forward, make contracts with suppliers to received supplies need for the restaurant, create new plates and drinks, make sure all staff is under training, create new ways of customer service.

• Answer customer telephone calls regarding existing accounts
• Make requested policy and account changes
• Respond to questions and concerns about service and escalate calls appropriately
• Consult with customers to evaluate needs and determine the best options
• Counsel customers on options for service and coverage
• Upgrade service and offer additional service packages or options
• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
• Processed cash account payments
• Assist with the dispute process
• Adhered to regulatory, security, and audit procedures
• Making worker schedules
• Taking the supervisor calls for escalated calls.

• Organize the distribution of goods and coordinating staff, controlling stocks, handling warehouse operations of Puerto Rico and Virgin Island stores, recruiting staff, and setting worker schedules
• Awarded best seller of the month several times locally and regionally
• Making contracts with companies for supplies
• Making reports for each store manager base on store losses and winnings.

• Provide support to customers regarding their needs
• Knowledge in the cashier and copy area
• Customer Service salesman.