Terry Turner
Beltsville,MD
Summary
Adaptable professional with over 20 years of expertise in team leadership and program management. Adept in the areas of tax policy, training and organizational development evaluation, strategic engagement, and interpersonal communication.
Overview
37
37
years of professional experience
Work History
Frontline Manager
Internal Revenue Service
01.2016 - Current
- Manages a team of new Customer Service Representatives, responsible for directing taxpayer engagement activities
- Plans work to be completed by subordinates; adjusts, sets priorities, and evaluates the performance of individual employees
- Prepares schedules for completion of training courses via the Learning Management System
- Hear and resolves complaints from employees, refer to Upper management, Labor Relations and Union Representation as appropriate to effect disciplinary measures as required
- Advise, counsel and/or instruct employees on work and administrative matters
- Identifies, arranges, and provides employees with development and training, with a goal of increasing program production and efficiency for upcoming tax filing seasons
Recruitment and Training Manager
Internal Revenue Service
10.2007 - Current
- Serves on the team of recruitment, hiring, and onboarding managers for fiscal year incoming new customer account representative trainees
- Plans and organizes the processes for incoming Customer Service Representatives for the Baltimore Call Center
- Provides advisory services to all levels of leadership and management as it relates to Human Capital Office's recruitment policies and procedures
- Organizes the Customer Accounts Certification Process to ensure new trainee readiness and are 100% certified to respond to Customer tax account inquiries
- Provides guidance and assessments for Accounts Management course and training modules, examines the effectiveness and usefulness of programs (Tax compliance Orientation, Fundamental Customer Service Skills, Lead Contact Representative technical skills)
- Administers new hire and seasonal employee orientation, re-certification courses, and tax law regulation (IRM) and briefings via e-learning systems
- Assisted in the creation and implementation of The Employee Development Program to mentor/coach subordinate employees who aspire to achieve higher educational and career goals (FY17-FY19)
Independent Licensed Realtor
01.1998 - Current
- Operated as an independent contractor under various brokerages and the rules of the State of Maryland Real Estate Commission (DLLR)
- Skilled in the complete home buying process, property management and leasing consulting
Team Lead
Internal Revenue Service
01.2014 - 01.2016
- Served as On the Job Instructor for the Identity Protection Specialized Unit and Accounts Management teams
- Liaised with management on various issues including: workflow, employee performance, training and upcoming program changes
- Analyzed call center team metrics and collaborated with management as it related to agency, program, and center goals and priorities
- Initiated, corresponded with upper management, Quality Assurance to improve production and work processes to increase quality of the work directed
Maryland State Employee
11.1987 - 04.2000
- Employed by the State of Maryland in various administrative and supervisory positions
- Managed teams, directed work flows, and provided expertise in broad program areas
Education
MA - Education Technology Leadership
The George Washington University
05.2022
BS - Management Studies
University of Maryland University College
05.2019
AS - Accounting
Baltimore County Community College
06.2015
Skills
- Customer service focus
- Coaching and mentoring
- Innovation and creativity
- Staff development
Security Clearance
USG Public Trust
Overview
Adaptable professional with over 20 years of expertise in team leadership and program management. Adept in the areas of tax policy, training and organizational development evaluation, strategic engagement, and interpersonal communication., Program Administration, Instructional Design, Federal Tax Policy, Team Leadership Development, Managerial Excellence in Achievement Award, Federal Executive Board, 12/2016, IRS Leadership Development Program, 01/2016 - 12/2019, IRS Certified Instructor Trainer, 11/2015, OPM Training Module Evaluation Panel Participant, 12/2018
Timeline
Frontline Manager
Internal Revenue Service
01.2016 - Current
Team Lead
Internal Revenue Service
01.2014 - 01.2016
Recruitment and Training Manager
Internal Revenue Service
10.2007 - Current
Independent Licensed Realtor
01.1998 - Current
Maryland State Employee
11.1987 - 04.2000
BS - Management Studies
University of Maryland University College
AS - Accounting
Baltimore County Community College
MA - Education Technology Leadership
The George Washington University
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