Brian W. Email & Phone Number

• Instruct students in a one-on-one or group settings in a classroom or virtual environment.• Deliver scheduled and impromptu blended training to new and seasoned employees on technical subjects, such as: Tax Law, Account Adjustments, Balance Due, Affordable Care Act (ACA), and the Taxpayer Protection Program and Identity Theft• Share feedback about employee's class performance with their respective manager verbally or in writing. Supply constructive feedback and suggestions for building on knowledge taught in class.• Tailor training to student's pace and skill level, being mindful of students with disabilities and those that may lack interest in the subject being taught.• Collaborate with other instructors and training coordinators on reviewing and updating information and IRM references contained in training modules.• Supply feedback about training modules to the coordinators to be sent to responsible training managers.• Survey students about what they wish to get out of training course and addressing any concerns before and after training has been completed.• Engage students by creating scenarios that the Employee could meet using real life probable situations to simulate a phone call or paper case.• Test student's retention of information by administering tests found in training modules and as supplied training coordinators: Transfer student's answers onto an established Excel spreadsheet to tally up correct/incorrect answers to identity inconsistencies with information and subjects to flag for review.• Ask for feedback from students about training improvements and conflicts with procedural information supplied in training; forward information to upper management and advocate for change and/or improvement without breaking student/instructor confidentiality.• Reaching out to training coordinator for clarification on lessons/modules

• Fielding customer/taxpayer inquiries and providing account-specific information over calls.• Engaging in pilot program testing, offering critical feedback to refine services.• Acting as a Subject Matter Expert (SME), imparting instruction and assistance on tool/program usage.• Troubleshooting and resolving computer errors to ensure seamless operations.• Developing internal forms, enhancing process efficiency and communication.• Authoring comprehensive manuals/guides for new tools/programs, fostering user understanding and proficiency.• Stepping in as acting Manager and Lead CSR for extended periods, demonstrating leadership and adaptability.• Creating and managing Excel spreadsheets, driving data organization and analysis.• Proficiently utilizing IAT, IDRS, and Remote Desktop to manage tasks.• Demonstrating managerial capabilities in coordinating and supervising tasks.

• Over 400 plus hours recorded as work lead.• EQRS• Compose quick reviews of employees' phone calls and/or paper cases using established IRM and local procedures, citing correct actions taken and corrective action to be taken, if needed• Update scheduling system, Employee Workforce Management (EWFM) to account for callouts or changes to the phone schedule as reported to local Systems Analyst (SA) staff by the Joint Operations Center (JOC)• Familiarity with Workforce Optimization (WFO)• Provide technical and procedural support to contact representatives.• Provide answers to technical questions and review IRM procedures for request for reroute/reassign criteria sent through the assistance queue in Correspondence Imaging System (CIS); reject cases not meeting reassign/reroute and technical assistance criteria.• Generate team schedules using EWFM based on staffing assumptions provided by the local SA staff.• Ran and distributed the Automated Age list (AAL)