Development Specialist Customer Service

MaryAnn Ruzzi

HUMAN RESOURCE DEVELOPMENT SPECIALIST

A dedicated, dynamic, and highly versatile professional skilled in maximizing organizational growth and success by using multiple transferrable skills including solid decision-making, analytical thinking, and interpersonal communications. Adept at effectively combining business expertise and financial acumen to drive organizational growth. Possesses solid experience in leading cross-functional teams in fast-paced, deadline-driven environments. Able to partner effectively with cross-functional teams across the organization to ensure objectives and goals are met.

CORE COMPETENCIES

Improving Job Performance Providing Advisory Services Program Policies, Regulatory, Procedures Planning/Analyzing/Evaluating Training Programs and Instructor Performance Increasing Program Quality Analyzing Feedback Improving Training Courses and Delivery Applying Evolving Trends, Developments, and Applications Employee Development and Learning e-Learning Developing Guidelines, Instructional Methods, Course Materials, and Training Aids Educational Technology Microsoft Office Suite Snag It Interpersonal Skills Organizational Awareness Oral and Written Communication Managing Challenging Situations Teamwork Record Management Attention to Detail

PROFESSIONAL EXPERIENCE.

HR DEVELOPMENT SPECIALIST IRS/Federal Learning Education Training Center - Criminal Investigation, Glynco, GA -Detail - (04/2019-8/30/2019) Permanent –3/30/2020 – 9/30/2022)

Advises staff and students in Basic/Advanced classes on program policies, regulatory, requirements, and procedures; reviews training programs and instructor performance to formulate recommendations to program managers to increase program quality and overall effectiveness.

Applies the proper tools to evaluate training programs and analyze feedback to improve courses for the Delivery Team.

Remain current with evolving trends, developments, and applications in employee development and learning, including e-learning, to ensure the business unit utilized the best techniques in adult learning.

Develops effective communications between management, employees, and employee groups with a wide range of educational and socioeconomic backgrounds and divergent opinions and priorities.

Maintain continuous communication the Federal Learning Education Center personnel to increase awareness, updates, and training. Reviewed department personnel forms for completeness, accuracy, timing, and conformity. Provide recommendations to solve problems for issues for students in training.

Responsible for developing guidelines, instructional methods, course materials, training aids, and improving usage of educational technology for the instructors, managers/supervisors, and the students.

Provides authoritative advice and assistance for a variety of services to management officials at all levels within NCITA range of assigned specialized fields of management. Instructs employees in specific tasks and job techniques, makes available written instructions and reference materials, and provides on-the-job training to new employees and ongoing employees.

Monitor’s status and progress of students onboard and adjusts in accordance with established priorities.

Prepares student’s travel for onboarding thru CONCUR (Government’s Travel System). Provides students travel tickets to Glynco, Georgia for training as well as their Travel Authorizations in CONCUR for approval. Prepares city to city location costs prior to travel. Prepares cost of meal and allowance for students traveling to the Federal Education Learning Center for length of training.

Sets well-defined and realistic goals with conflicting priorities; manages heavy workload with minimal supervision; adapts behavior or work methods in response to added information, changing conditions, or unexpected obstacles.

Determines accuracy and relevance of information and uses sound judgment to provide authoritative personnel management advice; identifies, evaluates, and selects alternative solutions to problems.

Course Development

Identifies, evaluates, and recommends solutions of the Course Development and Delivery in the National Criminal Investigation Training Academy.

Prepares and reviews course material for instructors for the Special Agents. All course development material was done in Word and PowerPoint for Basic and Advanced Training Classes for the Special Agents.

Accomplished Presenter

Experienced in conducting workshops, courses, and seminars to highly diverse groups of individuals. Presented wide range of onboarding training, Travel and Testing to students in the Basic and Advanced Classes for the Special Agent Training Courses.

Selected Achievement

Received Special Act Award for developing courses to improve their skills for the Special Agent Training Programs for Basic and Advanced Training in 2019.

Received Special Act Award for helping students during the COVID period 2021.

Received Performance Award for years 2021, 2020, and 2019.

HUMAN RESOURCES/TRAINING (DETAIL) IRS, Large Business & International, Pittsburgh, PA (08/2017 – 03/2019)

Attended the TOSS CPE Task Force to help revise training curriculum for the TOSS website used by Examination Technicians and Administrative staff; partnered with executives/team members to develop a training program for the website; collaborated with executives to determine administrative staffing needs.

Analyzed data and produced recruitment and training reports to guarantee data was accurate/current.

Demonstrated skills with One Note, SABA, SharePoint, administrative professional programs, and PowerPoint.

Oversaw employee development and training, and HR policies and procedures.

Selected Achievements

Designed and prepared a PowerPoint presentation, “Light My Fire” for the TOSS Website for Secretaries and Examination Technicians nationwide, and a PowerPoint Presentation, “Tips for a New Manager” for same audiences.

EXAMINATION TECHNICIAN IRS, Large Business & International, Pittsburgh, PA (03/1985 – 3/2020)

Tasked with assisting Large Corporation Revenue Agents and Specialists with the examination of audits and with added support including for projects, meetings, and research; effectively use persuasive communication, customer service, organization, planning, and technology skills.

Demonstrate in-depth knowledge of accounting techniques, procedures, and IRS filing and the interactions between accounts and transactions; employ advanced abilities to research the Internal Revenue Code, revenue rulings, and court rulings through LEXIS, WESTLAW, and CCH; search databases to collect relevant data; and investigate criminal violations and relevant legal and policy constraints. Adhere to all disclosure requirements for taxpayer data.

Lead trend analyses/forecasts as needed by management for policy planning and resource allocation.

Prepare/assembles workpapers, trace financial transactions, and identify discrepancies/inconsistencies in taxpayer’s records.

Use IRS Software System IBIMS to produce manager reports; create spreadsheets and word documents for Revenue Agents and Specialists

Serve as the On-the-Job Instructor for Examination Technicians in Large Business & International

Selected Achievement

Significantly improved training programs for Exam Technicians and Secretaries in Large Case and International for new hires so that they could achieve their needs and gain support for a better understanding of their roles.

Received Performance Awards – 2019, 2018, 2017,

Received Manager’s Award - 2018

EDUCATION & PROFESSIONAL DEVELOPMENT

Master of Science, Accounting, Summa Cum Laude, December 2010, Chatham University, Pittsburgh, PA

Bachelor of Science, BSBA, Accounting, May 2006, Robert Morris University, Pittsburgh, PA

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