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Work Background
Internal Revenue ServiceSenior Tax Analyst
Apr. 2023Led and conducted analytical reviews and operational studies impacting IRS Compliance operations at a national level, aligning Taxpayer Correspondence Service’s (TCS’s) strategies with agency-wide goals under the Strategic Operating Plan (SOP) 2.3 initiative. Developed and maintained comprehensive operating guidelines, including the Surge Team’s Desk Reference Guide (DRG) and Internal Revenue Manual (IRM) Section 25.13.1, ensuring nationwide consistency and policy compliance. Planned, coordinated, and led cross-functional teams across IRS divisions (e.g., SBSE, LB&I, RICS) to create and streamline correspondence products supporting major compliance initiatives such as Energy Credits Online and Employee Retention Credit. Prepared high-impact executive-level reports, white papers, and presentations, influencing compliance policy decisions and improving field operation practices. Served as a technical authority and advisor to executives, headquarters analysts, field managers, and stakeholders, offering expertise in plain language standards, regulatory compliance, and strategic communication. Developed and implemented new policies and procedures, using advanced knowledge of IRS regulations and analytical techniques, particularly during the redesign of correspondence for the Notice Redesign Surge Team. Initiated and led major program enhancements, including the development of core record layouts and collaboration with Publishing vendors for national printing efforts.
Internal Revenue ServiceTax Analyst
Aug. 2019 - Apr. 2023New Carrollton, MDCreated and developed correspondence templates for computer paragraph (CP) notices, Correspondex (CRX) letters, repository letters, survey letters, and digital correspondence. Served as a main trainer for detailed and new writers. Provided leadership to TCS staff during multiple 120-day details as the senior tax analyst/writer, guiding performance to ensure effective execution of strategic priorities and operational requirements. Led day-to-day operations by providing leadership to the writing staff, assigning cases, reviewing and critiquing other writers' correspondence drafts, and assisting and providing guidance on their Correspondence Management Imaging System (CMIS) cases. Led biweekly meetings with the writing staff to disseminate new procedural changes, provide training to improve the writers' writing styles, and share best practices. Assisted writers with urgent cases and heavy workloads and updated and maintained documents on TCS's SharePoint site. Served as the primary writer for the Examination division’s and the Tax Compliance Office’s (TCO's) taxpayer digital communications pilots for which I led the development of standard language and formatting for their Secure Message pilot program. Created and maintained TCS's web pages on IRS.gov using the Content Management System (CMS), HTML, and webpage design techniques.
Internal Revenue ServiceProgram Analyst
Sep. 2012 - Aug. 2019New Carrollton, MDServed as the subject matter expert (SME) and program owner of the Submission Processing (SP) Form 1040-X program, overseeing the processing of amended returns over four SP sites and by 350+ tax examiners (TEs). Developed short-term and long-range policies, processes, and procedures and completed needs assessments to improve the 1040-X program’s efficiencies and effectiveness. Led strategic planning sessions for the 1040-X program to establish vision and refined short and long-term operational requirements. Maintained and updated IRM Section 3.11.6, Data Processing (DP) Tax Adjustments, which the service center TEs used for guidance on sorting, processing, and routing amended returns. Addressed employee suggestions, Congressional inquiries, and Taxpayer Advocate Service (TAS), Government Accountability Office (GAO), and Treasury Inspector General for Tax Administration audits and requests for information. Developed quarterly workload assumptions, determining and analyzing future work trends, to estimate resource needs and proactively address and minimize potential gaps and shortfalls in the 1040-X program area.
Internal Revenue ServiceSupervisor
Feb. 2007 - Sep. 2012Jacksonville, Florida, United StatesSupervised new hire teams in the Accounts Management division, some as large as 25 employees, facilitating, coordinating, and evaluating the delivery of all educational requirements for these new hire teams to equip them in answering tax law or advanced account questions for the public. Responsible for management and oversight of up to 12 full-time instructors during new hire training. Developed an on-the-job training and certification plan for 23 newly trained tax exempt/government entity (TE/GE) contact representatives. Created 2 months of staffing initiatives for the TE/GE application for which I set up and established phone schedules for TE/GE contact representatives, ensuring consistent staffing on the TE/GE application, and meeting or exceeding our staffing requirements during that time.
Internal Revenue ServiceLead Contact Representative
Feb. 2004 - Feb. 2007Jacksonville, Florida, United States
Internal Revenue ServiceContact Representative
Oct. 1999 - Feb. 2004Jacksonville, Florida, United States
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