Joni R. Guerrero

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**** ***** **** ** • Austin Texas 78745 • 512-***-**** • zh8kro@r.postjobfree.com

Objective

To incorporate my skills as a seasoned operations and customer service manager, business analyst and Internal Revenue subject matter expert, project manager and consultant in order to improve key components of agency wide organizational programs, operating guidelines, and objectives, including but not limited to leadership development, cost benefits, technology, processes and employee continuous improvement efforts, learning and development.

Expertise

• Tax Expert – subject matter expert in Internal Revenue tax programs and business processes with expertise in strategic planning, execution, and evaluation regarding both compliance, customer service and submission processing functions, policies and procedures

• Business Process Reengineering – Working with organizations to document work processes in order to give baseline understanding of how things operate in a given organization. Utilize System Development Life Cycle methodology for purpose of analyzing current state to identify areas where the current processes can be changed or modified to improve efficiency and effectiveness or where new processes need to be put in place. To ensure successful adoption of the new processes, and then work with the organization to ensure the necessary changes are implemented in areas such as employee communications, training, and leadership coaching and development

• Research and analytical skills – Plan, analyze data gathered, determine and develop solutions for current and future organization states. Analyze systems and activities in scope, summarize how scope might be improved in supporting systems and lists customer and user needs, interfaces and critical success factors, summarize key issues affecting the development of Future State concept derived from scoping documents, workshops and discussions with Subject Matter Experts (SMEs), list impacts of Future State changes on Process, Organization, Location, Data, Application, and Technology and identify the risks to the business that may be incurred due to the proposed architecture. Estimate the costs to implement the architecture and the major benefits that will result to the business.

• Teamwork skills – ability to work co-operatively and collaboratively with others in order to achieve group or organizational objectives

• Negotiation and Communication – develop and implement multiple communication vehicles that target both internal and external clients in order to promote dialogue between executives, stakeholders, management and employees

• Writing and Oral Presentation – ability to present information in a clear, concise and accurate manner, ability to listen and understand information and ideas in order to prepare operating guidelines, instructions, and other material pertaining to assigned program areas reporting

• Problem Solving Skills – strong understanding, analytical and resolution of conflicts

Business Analytical Work

Vinculum Solutions, Inc, Business Analyst R2.1 & R.1.2A Releases (12/06 -03/08)

• Provided analytical and technical support on AMS R1.2 transcript processing and delivery of an inventory management framework.

• Developed context diagrams in Microsoft Visio and Excel for various Submission & Compliance function, such as, Notice Review, Account Maintenance, Entity Control and Statute functions.

• Elicit, document and validate current and future state business requirements from SME’s (subject matter experts) for AMS R2.1 , Domain Architecture of complex Internal Revenue Service Compliance functions (Exam, AUR, and Collection programs) and AMS Release 1.2, (Entity Control, Account Maintenance and Statute) through focus groups and meetings

• Analyzed data gathered and developed solutions based on the business requirements, CADE, and IDRS initiatives

• Conducted on-site personnel interviews and workshops with SMEs and other stakeholders and observations in order to ascertain work processes, current state, future state, assumptions, constraints, dependencies, impacts, issues, and risks

• Prioritized project requirements, and reconciles conflicts between organizations

• Document findings using Microsoft Word, Power Point and Visio for validation workshops conducted with SME’s in order to validate current state workflow processes for various business functions

• Review designs, prototypes, and other development work products to ensure requirements are correctly understood

• Prepare recommendations for testing and implementation of new systems, procedures , or organizational changes

• Presented findings in validation workshops for various AMS releases

• Wrote and provided documentation for the BRRAD (Business Rules and Requirements Analysis) report for AMS R2.1

• Provided analytical and final disposition comments for final reports for the following reports 1.2 BSAR, AMS BRRAD v3, AMS 1.2A BSRR, which received recognition from IRS executives.

• Documented capabilities and requirements for AMS Release 1.2A

Internal Revenue Service August 1985- December 2000

Management Analyst (Document Processing System (DPS) and Work System Design (WSD) –System Internal Revenue Service 1991-1997

• Selected to participate in a nationwide redesign initiative of both the IRS work system and the Document Processing System (technology)

• Elicited, documented and validated current pipeline operations(tax return) in Internal Revenue Service Centers

• Provide technical support and assistance to all management and employee levels

• Documented current and future states of the tax pipeline operations and cross-functional programs and activities, identified key issues affecting the development of future state concept, such as assumptions, constraints, trends, variances, and dependencies

• Conducted on-site personnel interviews and workshops with SMEs and other stakeholders and observations in order to ascertain work processes, current state, future state, assumptions, constraints, dependencies, impacts, issues, and risks

• Documented individual requirements according to establish standards, and used established templates for collection of requirements

• Prioritized project requirements, and reconciles conflicts between organizations

• Assist organization in developing a continuing strategy to effectively consider and influence the expectations and demands of stakeholders, customers, and trends for reengineering efforts

• Responsible for Business Analysis, Technology Analysis, and Social Analysis

• Identify Key customer requirements, key unit operations, key quality variances and technical analysis streams

• Responsible for designing strategies for executives and managers who were responsible for establishing new operating divisions, business units, and other entities.

• Collaborated and negotiated with a variety of clients (executives, managers and workgroups) at the national, regional, district and service center levels regarding technical, organizational, and structural changes that would impact them and their specific region

• Defined and collected master test data for testing purposes

• Participated in Pilot of DPS both the technical and social by conducting tests of products and inspection of services, or processes to evaluate quality and/or performance

Other work history:

Southwest Minority Supplier Development Council –Operations Manager – June 2011 – current

• Manage organizations accounts payable, accounts receivable, maintain bank accounts, daily cash flow, and bank deposits, payroll, all benefit administration including maintaining plans, vendor communication, review of billing, staff orientation, enrollment, termination, COBRA, and other related areas.

• Work with CPA, President and Treasurer to generate financial reports and perform a minimum of monthly account reconciliations.

• Assure all necessary fiscal controls and processes are in place and functioning, including invoice review, cash disbursement and procedures for handling cash and checks as outlined in the accounting separation of duties policy.

• Develop system to track in-kind contributions on financial statements.

• Create organizational and program budgets, managing the operations of the office(s) and, other misc. tasks.

• Assist in the management of office systems, equipment contracts, and vendor contracts.

• Manage and process incoming memberships including invoicing, payment processing and updating database contact details.

• Manage general and personnel office records, inventory and database.

• Manage organizational marketing and communications.

• Coordinate events liaising with the President, Committee Chairs, Staff and external vendor providers.

• Oversee company website ensuring content is professional and up to date on a regular basis.

• Oversee computer system and liaise with I.T. support team

• Interact with Board members, Stakeholders and staff in a courteous, professional manner.

• Manage Stakeholder engagement with an exceptional customer service program.

• Manage SMSDC Staff

AISD/Project HELP Program Specialist IV, July 2009-June 2011

• Develop training program and materials for Program Specialists assisting homeless students and families

• Documented and wrote business requirements, and metrics for program objectives

• Assist in writing amendments for current federal grants and end of the year reports for grantors

• Gather, document and present results for grant audit

• Provide and leverage business analytical and operational skills to develop and implement standardized operating procedures and processes

• Review and enhance existing wrap around services established for homeless students in the Austin school district

Billing Contractor – Site Controls Inc, Austin Texas, April 2008-March 2009

• Set up billing system for parts for established customers

• Developed organizational processes for Customer Support Area that would allow managing the operations to flow easier

• Analyzed the inventory management system to discern trends in program delivery, determine cost/benefit relationships

• Studied and gave written recommendations on problems facing the inventory function

NuVANTE, Inc., (Start-up), Austin, Texas Vice President of Operations, VP of Customer Service (12/03 –08/06)

Major Accomplishments and skills:

• Developed and implemented standardized operating procedures, policies for purposes of managing information flow between various departments, including product, management and employee performance management, communications strategy, strategic planning, conflict resolution methods, development, marketing, sales, customer service and technology to performance of operations and programs in order to meet or exceed key performance indicators and benchmarks

• Oversaw and managed the day to day business activities of a successful skincare company which had a 40,000 customer base

• Assured all necessary fiscal controls and processes

• Established and implemented key metrics and solutions to accomplish company goals

• Created organizational and program budgets

• Managed general and personnel office records, inventory and databases

• Managed organizational marketing and communications

• Provided quarterly reports to stakeholders and board members

EverydayWealth, Inc., (Start-up), Austin, Texas 78730

Customer Service Manager (1/03 -12/03)

Major Accomplishments and skills:

• Directed and coordinated activities concerned with the efficient and effective operation of the Customer Service team within company guidelines and policies

• Responsible for establishing the customer service, operations, processes, policies, procedures and employee management functions of the Customer Support Division

• Established and coordinated training and development for Customer Support team

• Established quality assurance metrics and continuous improvement efforts that continually evolved to provide new and unique services to meet customers' needs

Supervisory Program Analyst Program Analyst Systems- Internal Revenue Service 1997-2000

Established and managed a center-wide Program Review unit for customer service functions, such as IMF & BMF Adjustments, Collections, Corr. Examination, and Underreporter. Responsibilities included:

• Managed group of 15 program review analysts in the daily internal product review of more than 500 customer service representatives servicing millions of taxpayers

• Reported and worked closely with the Chief of PAS Review, the Customer Service Center director and other upper-level managers

• Provided feedback and training to customer service representatives through various analysis reports, quality reports, management meetings and employee feedback sessions in order to meet nationwide standards set by IRS National Office

• Reviewed and ensured that all Austin customer service representatives were in compliance with written policies, procedures, and tax laws when communicating to the taxpayer

• Assigned, planned and carried out staff training and development

• Created and implemented various quality review processes and reports to seek out information about underlying needs of the taxpayer

• Initiated, along with my staff, several recommendations to change written tax processes that were not in compliance with taxpayer needs

EDUCATION - BA Government, May 1989, University of Texas

AWARDS - Vice-President Al Gore’s “Hammer Award” for Reengineering Efforts

NOTE: Federally Cleared – Background Investigation done in 2007

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