Contact Center Customer Service

Umesh Kumar Dureja

Phone: 678-***-****; Email: adwdpg@r.postjobfree.com

Acting Director (Senior Executive Service Position), Internal Revenue Service, Information Technology, User and Network Services, Contact Center Support Division, Chamblee, GA 30341 IR- 2210-01 (GS15) August 1, 2022 - Present

As the Acting Director for the Contact Center, I lead three senior managers, eight frontline managers, 82 federal employees, and 38 contractor employees. I provide leadership, direction, and guidance to my staff for the day-to-day operations and resolution of critical issues impacting my customers and the taxpayers. I provide the toll-free technology infrastructure to 20,000 Customer Service Representatives at 32 call sites who process over 400 million taxpayer calls. I develop and execute Contact Center 3-5 year strategic and modernization plan. I develop budget requirements to modernize the contact center infrastructure and deploy new technologies to enhance customer and taxpayer experience. I manage an annual budget of $55 million and lead major projects for the contact center and Information Technology to improve customer and taxpayer experience i.e., Customer Callback, IP Transport, voicebot, and established three new Call Sites and four Tax Assistance Centers (TAC) in Puerto Rico. As a result of my leadership and actions, I expanded telephone services that reduced call drop rates, improved tax compliance, enhanced experience for Spanish speaking taxpayers, and created 1,800 well-paying jobs that improved economy. I increased the Customer Voice Portal (CVP) capacity from 12,000 to 18,000 ports to allow Wage and Investment (W&I) to manage taxpayer toll-free phone demand and prepare W&I to achieve an 85% level of service for phone service during Filing Season 2023.

Acting Director (Senior Executive Service Position), Internal Revenue Service, Information Technology, User and Network Services, Contact Center Support Division, Chamblee, GA 30341 IR- 2210-01 (GS15) April 3, 2021- September 30, 2021

As the Acting Director for the Contact Center, I led three senior managers, seven frontline managers, 72 federal employees, and 32 contractor employees. I provided leadership and guidance to my staff in resolving issues impacting our customers and taxpayers. I supported 30 taxpayer-facing and two internal call sites and provided toll-free technology infrastructure to process over 400 million assisted and automated calls annually. I ensured high availability of the contact center infrastructure to allow business customers to achieve their level of service to taxpayers. I managed an annual budget of $35 million and lead major projects for Contact Center and Information Technology to improve customer and taxpayer experience i.e., Customer Callback, IP Transport, voicebot, and set up a new ACS Call Site in Puerto Ricco in May 2021. As the FY22 New Hire Initiative lead, I identified a funding need of $17M, and managed and obligated all funds timely to prepare my division to onboard 10,000 new hires in October 2021.

Program Manager, Internal Revenue Service, Information Technology, User and Network Services, Contact Center Support Division Program Management Office, Chamblee, GA 30341 IR- 2210-01 January 3, 2018 - April 2, 2021; October 1, 2021 – July 31, 2022

As the Senior Manager of the Contact Center Support Division (CCSD) Program Management Office (PMO), I managed two frontline managers, 20 federal employees, and eight contractor employees. I managed an annual budget of $20 million. I provided oversight and leadership for major initiatives, deploying new technology for the IRS toll-free Contact Center that supports 20,000+ taxpayer-facing Customer Service Representatives (CSRs) to enhance customer and taxpayer experience. I developed and executed the Contact Center’s three-year strategic and modernization plan and identified funding needs and source of funding. I led the planning and deployment of major projects for the Contact Center and User and Network Services to ensure future capacity and technology needs were met. I guided and assisted Operations Branch in resolving critical issues impacting customers and taxpayers.

Senior Manager of Operations Branch, Internal Revenue Service, Information Technology, User and Network Services, Contact Center Support Division, Chamblee, GA 30341 IR-2210-01 (GS15) January 2016- January 2018

As the Operations Branch Chief, I supervised three frontline managers and 52 employees in three geographical locations. I managed a large and the most complex contact center in the world, and provided Tier I, II, and III support to the Joint Operations Center (JOC) and 30 call sites 19x5 345 days consisting of 15,000+ agents geographically dispersed locations within the United States. My responsibilities included managing trouble tickets, disaster recovery functions, and monitoring the health of 1,100 Contact Center Environment (CCE) devices 24x7 365. I also managed and supported contact center applications i.e., employee Work Force Management (eWFM), Contact Recording, Field Assistance Contact Recording, and Contact Analytics. I developed written communications, policies and procedures that included customer-wide communications, outage notifications, and deployment notifications impacting my customers. I prepared project upgrade proposals, prepared cost estimates, acquired funding, and led and completed major projects for IRS Contact Center and User and Network Services.

Senior Manager, Atlanta Territory Real Estates and Facilities Management (REFM), Internal Revenue Services, Atlanta GA 30308 IR-0342-01 (GS15) October 2013- January 2014

As the Acting Territory manager, I supervised four managers and 40 employees. I planned, organized, coordinated, and directed comprehensive Real Estate & Facilities Management programs at three campuses and 42 Posts of Duty (POD) in Georgia and Florida I managed an annual budget of $10 million. In addition, I worked with REFM staff, Physical Security, Business Units, and General Services Administration (GSA) on rent reduction projects and developed plans to reduce rent for IRS facilities that would reduce annual costs by $2 million. I guided my staff in implementing physical security procedures that enhanced the security posture of our facilities and kept our employees safe.

Atlanta Territory Telecom Manager, Internal Revenue Services, User and Network Services, Atlanta, GA 30341 IR-2210-04 (GS14) December 2011- December 2015 and Chamblee Desk Side Manager, User and Network Services, Chamblee, GA 30341 January 2015 - December 2015

As the Atlanta Territory Telecom Manager, I supervised 11 employees in two Post of Duties (PODs), managed day-to-day operations for Atlanta Territory, and provided 7x24x365 voice and data support to 5,000+ users in 22 Posts of Duty (POD) as well as interoperability with all other IRS offices and external entities. I managed an annual budget of $3 million. I ensured that our networks provided secure and stable services to our users within the established IRS guidelines. I led and coordinated network incident management response activities with all stakeholders. I oversaw the administration of network management systems, managed the network infrastructure refresh program, and led major projects and initiatives for Enterprise Field Operations. In addition, I oversaw network disaster and business recovery activities with the Senior Commissioner's Representative during disasters. During outages, I made network operational decisions that impacted core IRS business systems. In Jan 2015, in addition to my telecom group, I assumed the responsibility of the Chamblee Deskside group. I managed 11 additional employees in this role and provided day-to-day computer and applications support to 4,000 users in 10 Posts of Duty (POD).

Acting Western Area Program Manager, Internal Revenue Service, Enterprise Networks Operations, Chamblee, GA IR-0340-01 (GS15) August 2011 – December 2011

As the acting Western Area Program Manager for Enterprise Network (EN) Operations, I led five managers and 55 employees in three different time zones dispersed in 137 Posts of Duty (POD) throughout the Western area. I provided 7x24x365 voice and data support for 25,000+ users in Western Area offices and interoperability with all other IRS offices and external entities. I am an annual budget of $15 million. I ensured that our networks provided secure and stable services to my users within the established IRS guidelines. I led and coordinated network incident management response activities with all stakeholders. I oversaw the administration of network management systems, managed the network infrastructure refresh program, and led major projects for Enterprise Networks.

Manager Operations Support Section, Internal Revenue Service, User and Network Services, Contact Center Support Division, Chamblee, GA IR-2210-04 (GS14) August 2009 - August 2011

As the Operations Support Section Chief, I supervised 18 employees and supported the fourth most mission-critical function within the IRS. I provided Tier I and Tier II support to the Joint Operations Center (JOC) and 26 call sites 19x5 345 consisting of 15,000+ agents geographically dispersed in the United States. I managed trouble tickets, disaster recovery functions, and monitoring the health of 724 Contact Center Environment (CCE) devices 24x7 365 consisting of Intelligent Contact Management (ICM), Customer Voice Portal (CVP), and Contact Center Voice Response Unit (CC-VRU), and Aspect Automated Call Distributors to ensure our networks were providing secure and stable services to customers and taxpayers. I also managed and supported contact center applications i.e., employees Work Force Management (eWFM), Contact Recording, Field Assistance Contact Recording, Contact Analytics, and WebView. In addition, I developed written communications, policies and procedures that included customer-wide communications, outage notifications, and deployment notifications. As the Filing Season Readiness project manager, I led filing season readiness activities for Filing Seasons 2010 and 2011. This initiative included an outline of risk identification and mitigation strategies. I reviewed and revised our procedures, processes, and Standard Operating Procedures (SOPs) to ensure CCSD would be fully prepared to support the filing season.

Desktop Support Manager, Atlanta Territory, Internal Revenue Service, Chamblee, GA 30341 IR-2210-05 (GS13) February 2009 – August 2009

As a Desktop Manager in Atlanta Territory, I supervised 11 employees, led day-to-day operations, and provided desktop support to 1,500+ users at seven PODs. I managed an annual budget of $500,000. I consistently provided effective and solid leadership and achieved desired results in all areas of my responsibilities while delivering excellent customer service. I exhibited exceptional leadership skills and excelled in accomplishing all goals established by the Atlanta Territory. I managed trouble tickets which resulted in an overall timeliness rate of 98.3% for FY 09, an increase of 2.1 percent under my leadership. I led the laptop and desktop refresh project. I planned and coordinated all aspects of the project and completed laptop and desktop refresh 45 days ahead of schedule. As a junior and new manager in the Territory, I was selected to assist other managers within the Territory in planning and completing their tasks. To enhance Infrastructure Security, I monitored and took corrective actions to improve security posture of Atlanta Territory.

Lead Information Technology (IT) Specialist, Internal Revenue Service, Contact Center Support Division, Chamblee, GA GS-2210-13 February 2007 – February 2009

As the Change Management Lead, I managed all activities of Change Management and Configuration Management for the Contact Center Environment (CCE). I facilitated the review, approved, and managed implementation of all changes to the CCE devices. I developed Project Plans and Work Breakdown Structures for planning, scheduling, and implementing infrastructure upgrades and changes per the Information Technology Infrastructure Library (ITIL) framework. As a team lead, my duties included the implementation, evaluation, troubleshooting, and IT support of CCE components, tools, and procedures. I managed and supported the CCE IT infrastructure consisting of the Intelligent Contact Manager (ICM), the Customer Voice Portal (CVP), Aspect Automated Call Distributors (ACD), Customer Self-Service (CSS) and Inter Voice Brite (IVB), Voice Response Units (VRU), and tollfree telephone circuits. I managed difficult and complex IT problems and issues for the CCE. I led Aspect Automated Call Distributors (ACDs) project and successfully upgraded 60 ACDs at call sites.

Education: Master’s Degree, Central Michigan University, Human Resources, GPA 3.94 out of 4.0 June 2005.

Master’s Degree, Network and Communications Management, DeVry University, GPA 4.0, June 2012.

Master’s Certificate in Project Management, George Washington University, June 2010.

Professional and Leadership Courses: IRS Senior Manager Readiness Program (SMRP) February 2014; IRS Frontline Manager Readiness Program (FLRP) September 2009; the Atlanta Federal Executive Board Leadership Program - Sep 2011, the IT Emerging Leader’s Coaching Program August 2013; currently attending IRS Executive Readiness (XR) Program; Six Sigma Green and Black Belt April 2006; Army’s Inspector General Course March 2003; U.S. Army Sergeants Major Course (Senior Manager’s Course); and Information Technology Infrastructure Library (ITIL) July 2007.