Christopher Duval Email & Phone Number

United States

Seattle, Washington, United States

Seattle, Washington, United States

Primary duties include reviewing a call site program, preparing analyses, and making recommendations for implementing process improvements in the following areas: resource management, program measures, staffing placement and workplans / schedules. Prepared complete fiscal year analysis of staffing trends, phone statistics, and program improvement suggestions for Operations Manager. Led discussions in weekly status meetings with Ops and Department heads to discuss ongoing issues and planning needs. Created and maintained SharePoint Site infrastructure for call site, management, and support staff. Implemented SharePoint infrastructure in call site environment in May 2010 (prior to many sites at the time), providing design and maintenance to present. As Site Content Administrator (SCA) for SharePoint, responsible for addressing privacy and security requirements outlined in IRS SharePoint Site content guidelines. Creates and maintains a suite of multi-level reports developed in MS Excel for data tracking: phone adherence (talk, available, hold, idle, and wrap-up time), leave, etc. Prepares and maintains procedural aids for systems troubleshooting, reports creation, and other call site guidance from the frontline to Operations level. Working with Headquarters and National Office staff on a variety of special projects: Implementing Telework for Call Sites, multi-Operational Analysis Tool development for call sites, andcall site development/setup of SharePoint resources (for leave management and callback tracking). Conducts online training and demonstration of work products, such as multi-Operational Analysis Tool (a macro-enabled report providing staff time analysis and workplan impact results). Utilizes online and multimedia applications (Skype, SharePoint, PowerPoint) and exceptional training skills to conduct online demonstrations.

Seattle, Washington, United States

Responsible for leading a team consisting of Telephone Systems Analysts, a Functional Coordinator/Computer Assistant, a Functional Training Coordinator, and a Management Program Analyst (Technical Advisor). Responsible for oversight and involvement in development of program planning a call site under the Fresno Campus Directorship; this included adherence/staffing schedules for phone program, projected gains/losses of employees, and deviations due to non-phone events (training, development, etc.). Responsible for oversight and involvement in studying problems/issues facing the call site operation, providing recommendations, and assisting in implementing solutions. Technical guidance provided on systems and reports management issues via SharePoint and intranet website. Responsible for development and maintenance of 5 local SharePoint Sites, as well as the call site website. Presented findings and conducted program reviews as needed; conducted detailed analysis of Computer Assistant responsibilities in the Fresno Campus and call site. Recommendations provided to Campus Director to re-align work within the current position description. Responsible for coordinating rollout and implementation of systems/application changes in the call site. Facilitated rollout of Windows 7 to the call site, coordinated daily meetings with local IT, staff and contractors. Provided follow-up reports of all issues to be addressed post-deployment to Operations manager. Developed/maintained SharePoint sites containing updated deployment information and guidance for call site. Responsible for daily/weekly adherence reports on program operations such as telephone services provided, adherence measures, and staffing requirements; recommendations were made based on analysis. Facilitated meetings with support staff personnel. Responsible for daily and weekly reporting of adherence, quality, and measures data; made recommendations for necessary changes to ensure daily staffing levels were met.

Seattle, Washington, United States

Primary duties included reviewing call center program processes, preparing analyses, and making recommendations for implementing process improvements in the following areas: adherence to schedule, effectively using resources, meeting program objectives and measures, optimum utilization of personnel and equipment, etc. Utilized knowledge of call center operations to recommend changes in managing, coordinating, and/or guiding the activities of a large and complex call center operation. Consistently utilized strong communicative techniques to effectively and diplomatically interact with internal and external customers: department & operations managers, technical advisor, training coordinator, and other Management Support Team (MST) personnel within the call center operation. Utilized knowledge of inventory delivery processes, including return ordering processes, referral processes from other Divisions, etc. Successfully implemented online delivery method of assigning casework until systemic methods could be corrected. Requested analysis of call site processes resulted in recommendation, development and implementation of the following: online tool to streamline manager callback reporting, automated process for employees to communicate suicide threat/medical emergency situations, and reporting leave requests via web scripting to capture info submitted directly to staff by email. Established and maintained a Sharepoint Site for call site mangers for “one stop” access to team and site level information. Consistently and successfully coordinated and collaborated with internal and external stakeholders in the delivery of customer service via telephones, correspondence, and electronic media in the areas of systems analysis, resource management, and program development.

Seattle, Washington, United States

Primary duties included troubleshooting computer issues, moving/replacing computer equipment, basic setup of systems, and tracking/analysts of computer issues and their impact on the IRS - Seattle call center program. Utilized strong communication skills to effectively and diplomatically interact with internal and external customers related to computer/systems issues. Managed trouble ticket system for issues relating to Seattle IRS call site, working priority tickets, provided both online and person-to-person solutions. Issues ranged from basic network configuration of proprietary Print Resume accounts applications, Windows-based computer setup and configuration (email setup, windows customization, browser setup/maintenance), and development of web tools to assist in gathering customer data. Utilized knowledge of management techniques and methods from prior positions in order to assure optimum utilization of personnel and equipment related to computer hardware deployment/maintenance. Utilized strong knowledge of detailed call center operations to manage, coordinate, and/or provide technical report-out on the activities of the call center operation, specifically systems triage and productivity. Demonstrated ability to coordinate and collaborate with internal and external stakeholders in the delivery of customer service in the area of systems troubleshooting and triage.

Seattle, Washington, United States

Responsible for collecting delinquent taxes and return from taxpayers throughout the Seattle, WA - King County area. Demonstrated ability to coordinate and collaborate with internal and external stakeholders in the delivery of customer service via telephones, correspondence, and electronic media. Utilized knowledge of inventory delivery processes, including return ordering and referral processes from other divisions, etc. Responsible for researching and interpreting data from online public records sources, such as Department of Motor Vehicles, King County Public records, Accurint, and other internet databases. Scheduled/coordinated meetings, utilizing strong communicative techniques. Gave advice and/or instruction to external stakeholders (taxpayers) on tax matters and account resolution programs. Utilized knowledge and understanding of Internal Revenue Code (IRC) regulations, and principles, including procedures for field work collection programs. Independently managed inventory case load on IRS systems and managed casework based on specific criterion (timeliness, reassignment, case closures). Initiated ways to improve work processes and quality of work directed; provided training sessions in regular group/unit meetings. Included development of case tracking spreadsheet in Excel - cases could be sorted by priority, information copied/pasted from external applications using VBA macros.

Seattle, Washington, United States

Planned work, set and adjusted short-term priorities and tracked schedules/work for 14 Collection Representatives (CRs). Evaluated work performance of subordinates and made recommendations for outstanding performance recognition and/or disciplinary action. Utilized strong knowledge of management techniques, methods, theories, principles, and labor relations concepts. Gave advice, counsel, or instruction to employees on work and administrative matters. Used reports from scheduling systems (Aspect eWFM, RTA, ETD), and phone adherence reports generated by phone site; conducted analysis at team level and addressed weak areas within team. Provided monthly briefings to department manager overseeing planning, development, and implementation of program (call site collections work). Initiated ways to improve production, work processes, and/or increase the quality of the work directed in a group/unit environment. Utilized strong computer skills in MS Office, specifically Excel, to develop manager sheet to track reviews, dates for appraisal, and other site measure goals. Developed intranet website resources for managers, linking manager tools, applications, and resources. Utilized web traffic tracking software. Identified developmental and training needs of employees. Utilized detailed knowledge of call center operations to manage, coordinate, and/or provide technical guidance on the activities of the large IRS - Seattle call center operation. Served several details as Training Coordinator and Department Manager.

Seattle, Washington, United States

Responsible for answering technical questions and reviewing account work of a team of Collection Representatives (CRs). Resolutions for taxpayer issues determined based upon analysis, understanding of collection regulations, and following technical procedures. Strong verbal and written communication skills utilized to deliver employee feedback to strengthen their skills. Provided verbal counseling within established conduct guidelines (non-evaluative) for development. Collaborated with manager to ensure effective delivery of workload process; this included inventory, telephone accounts, and other work as assigned. Utilized basic knowledge of management techniques, methods, and principles to assist manager. Assisted manager by developing desktop folder system to track employee documents, schedules, & reports. Developed and maintained Seattle IRS call center's first web site as a collateral duty. Responsible for coding, updating and maintaining web pages on internal network.

Seattle, Washington, United States

Responsible for answering incoming phone calls from taxpayers involving delinquent tax accounts. Worked with customers (taxpayers) to assess their needs, identify issues for resolution and implementing solutions. Utilized exceptional communication skills to effectively analyze account database and research skill to interpret collection regulations and procedures. Responsible for providing technical advice and guidance to external stakeholders (taxpayers) in collection and tax law matters. Tax law information researched using electronic and written media. Used technical procedures and collection regulations as guidance, utilized judgment to generate case closures, evaluate alternate methods of collection, and recommend solutions to the taxpayer.