Ian Drew Email & Phone Number

Denver, Co, Us

Operational Design & Project Management:Worked with partner teams to ensure we could legally process payroll in all 50 statesDeveloped our internal testing SOP for determining our ability to support state tax filings and paymentsDesigned workflow and metrics in Zendesk and internal tooling to support New Hire Reporting; trained partner teams on its use and processing leading to 100% successful filingPartnered with engineering teams on improving internal metrics on New Hire ReportsImplemented SOP for testing newly supported child support payment states on the Check platformDeveloped and scaled ground-up processes for facilitating amended returns utilizing ZenDesk analytics and working with our product teams to build tooling for operational support.Wrote SOP and Playbooks for processing amended returns that spanned customer support teams, implementation teams, and operations teamsResearch:Researched state child support payment requirements to ensure complianceProcessing:Filed tax returns, processed EFTPS, implemented, completed TPA requirements, and submitted tax payments for assigned portfolio of states inclusive of the IRSUtilized Mastertax for tax processing, report generation, and filingFiled amended tax returns across all 50 states, inclusive of manually generated returnsProcessed New Hire Reports across all 50 states

"Amplify" operations within the Tax Operations department at GustoSpearheaded ongoing process improvement for a large scale issue task force acting as project manager for a team of 5 with the goal of increasing our ability to respond to and resolve Large Scale Issues quickly to mitigate customer pain and financial exposure.Provided 1:1 Mentorship meetings for newer ICs for coaching and metric improvement opportunities, resulting in their conversion from contractor to full time employees.Acted as head of W-2 filing for Gusto, acting quickly and decisively on issues to ensure that employees that we serve had their information both timely and accurately. Served as head point of contact for a Mastertax Server Migration, demonstrating cross-functional support while ensuring that client tax and wage data stayed consistent when moving from one system to the other; therein redefining how we interact with cross-functional partners and internal processesLead team-wide Business Review meetings to understand team-wide trends over time, assigning action items and troubleshooting team pain points in an effort to improve as a team.Worked closely with partner teams to reduce amended tax return processing time by 75%, opening self-serve options to the team, enabling our team to more handily deliver on our customer deliverables.Demonstrated time management by single-handedly importing 75,000 company tax return packages due to unexpected service interruptions while still empowering ICs with day to day core work, as an Operations Manager, balancing customer and team needs.

Greater Denver Area

-Filed and resolved errors for over 100k IRS annual and quarterly returns inclusive of returns containing Third Party Sick Pay; getting to 100% filed prior to filing deadlines-Delegated the processing of individual amended tax codes to a team of 5 - 12 people while also maintaining their metrics-Developed tiered metric system based on complexity of amended returns work completed-Utilized the MasterTax platform daily in order to process returns and payments while also troubleshooting issues-Worked cross-functionally with multiple internal teams to maintain open lines of communication and to improve workflows if issues were to arise-Served as "Subject Matter Expert" on amended returns, this knowledge applied to interlocking systems, and specific tax knowledge and dependencies

Denver, Co

-Developed in-depth payroll knowledge to serve a specialized industry, and a client base of over 100k small businesses-Demonstrated initiative in learning complex knowledge and skills over a short period of time in order to help serve 1% of all small businesses nationwide-Educated clients and assisted them in complex payroll issues, averaging 90%+ Customer Satisfaction over the course of two years-Spearheaded workflows related to Disability Insurance and cross-trained multiple teams on their use-Promoted as one of the first Team Captains, an interim management position, and helped train and empower a team of over 25 people

Created high-quality content for the College's social media page and website platform including event postings, faculty recognition, and college-wide news using software such as Drupal.Used in-house software to manage student enrollment, generate detailed reports for performance and student retention analysis, curriculum approval, and financial reporting for two separate department budgets. Managed office purchases and requisitions for two separate offices including the purchase of marketing materials while managing bids for projects up to $20,000.00Organized and managed high-population events such as Meet the Dean and Fall Forum, catering to over 300+ undergraduate, graduate, and university staff and faculty.

Managed and organized programs such as Dean's Advisory Board to promote campus relations.Organized and kept office files and records for six departments under Student Life.Facilitated office proceedings with visitors and appointments in a busy environment. Provided customer service to over 400 prospective students and parents per semester.

Denver, Colorado

Advocated for mental health awareness on behalf of students at Regis University.Organized and developed programming initiatives including open mic nights and collaborative concerts.

Bachelor Of Science (B.S.), Political Economy

Bachelor’S Degree, Political Economy

Activities and Societies: Active Minds VP, Health Awareness CommitteeGraduated Magna Cum Laude with Honors in Political Economy. Nominee.