Office Manager Field Collection
Resume:
Ann Marie Gavin
Manchester, MA 01944
C: 617-***-****
**********@*****.***
Internal Revenue Service/U.S. Department of Treasury
Senior Technical Advisor, Director, Field Collection (DFCO)
Developed and monitored workplans, including workplan assumptions related to hiring, promotions, and training.
Responded to internal audit document requests, coordinated training on fair tax collection practices, and developed effective quality job aids.
Consulted with area staff to identify frontline issues and inform manual/procedural changes.
Worked on transformative changes to operational reviews with Area staff and Collection Policy.
Composed communication and correspondence for congressional inquiries.
Coordinated judicial foreclosure processes under exigent circumstances with HQ Collection and SB/SE counsel.
Streamlined the subpoena delivery process with digital transmission applications.
Identified and assigned high-income field collection cases, yielding over $1B in government revenue.
01/2022-04/2023
Staff Assistant, Director, Field Collection (DFCO)
Directed DFCO system wide program reviews, follow-up actions, and responses.
Served as POC for Field Collection Workplan including review of assumptions and data and worked collaboratively with HQ planning team to facilitate approval of work plan process.
Coordinated Sensitive Case Report (SCR) process for executive review and submission to SB/SE Commissioner.
Coordinated review and approval of area level travel requests.
Supported area operational reviews through review through on-site support and report tracking.
Coordinated and implemented various electronic tools for DFCO including Secure Messaging, Document Upload Tool (DUT), and Mobile Scanning.
Coordinated Discretionary Award process including recognition and allotment tracking.
Served as backup support for various staff level positions.
Coordinated FY22 Administrative Professional CPE including communication, troubleshooting, and tracking.
Served as DFCO liaison for TIGTA, GAO, and other internal program reviews.
01/2021-12/2021
Staff Assistant, to Executive, Civil Enforcement Advice and Support Operations (CEASO)
Coordinated and Scheduled Operational Reviews.
Compiled and Analyzed program data to determine frequency and complexity of case actions.
Composed Draft Operational Review Narrative for Director’s review.
Coordinated CEASO wide Discretionary Award process including recognition and allotment tracking.
Developed the Leadership Development Program, in partnership with CEASO employees,
Coordinated Corporate Shared Support (CSS) hiring and selection process for CEASO.
Coordinated Sensitive Case Report (SCR) process for CEASO includes review, communication, tracking and follow ups.
Served as backup to Area Hiring Coordinator (AHC) which included CEASO wide hiring of Tax Examiners (TE)
Co-instructed Tax Examiner Training on the topic of Form 1127.
Served as CEASO liaison for TIGTA/GAO audits and actively tracked, reviewed, and forwarded responses through HQ Collection.
08/2018 – 12/2020
CEASO/Field Collection Supervisory Revenue Officer
Managed the Pittsburgh PA CEASO Advisory group, consisting of seven employees, 5 Advisors and 2 Tax Examiners.
At one time, three Advisory groups managed each with their own unique performance and staffing issues. I supervised thirty-three employees, including both Advisors and Tax Examiners.
Successfully managed timeliness and quality goals within group achieving over 95% in both quality and timeliness.
Participated in territory wide outreach efforts to assist field Revenue Officers in developing tools to address complex case work.
Coordinated the review and distribution of trend reports, reviewing and analyzing program data to inform more efficient and effective training.
Conducted group and territory level presentations.
Instructed Revenue Officer Phase and Advisory Group Trainings.
Developed, in partnership with Group Seizure Advisor, case studies based on facts of actual completed seizures and submitted as instructional aids.
Managed financial and budget issues through review and approval of employee awards, travel requests and supply purchases.
Implemented and managed policy changes based on legislation, budget, program priorities such as group assistance with CCP processing requests during COVID-19 office evacuation.
Instructed Revenue Officer Unit 1 training in Philadelphia. In addition, I provided formal classroom instruction to newly onboarded Advisors in May and June 2018.
Coached and mentored three CEASO Group Managers.
Instructed a peer workshop based on the EQ review process.
Served as panelist for SCI Career University Program (CUP) Leadership Workshop
02/2010-07/2018
Field Collection Supervisory Revenue Officer
Supervised thirteen employees for both the New England and Norwalk Territories.
Coached group members in advanced skill development.
Conducted regular group meetings and collaborated with technical SMEs to enhance group and individual knowledge, skills, and case development.
Managed two (2) field collection groups in 2017/2018.
Conducted quality reviews, mid-year appraisals, taxpayer field visits and annual appraisals.
Served as a member of the NAA u.Lead career development program and served as a mentor to frontline employees.
Served as Collection Due Process Coordinator for North Atlantic Area collaborating with staff to address and resolve taxpayer appeals.
Served as Commissioner's Representative for the Brockton POD, addressing safety and facility issues.
8/2004 - 1/2010
Revenue Officer
Interviewed individual and business taxpayers, educating taxpayers on both filing and payment requirements and attempting to reach mutual agreements.
Conducted thorough financial analyses of bank statements, profit & loss statements, and tax returns to identify income and assets. I researched and analyzed financial information, applying my knowledge of financial and accounting principles and practices.
Worked with area counsel on perfecting litigation documents, often for DOJ adjudication.
Instructed virtual and in-person CPE for New England and Norwalk Territories.
01/2002 - 07/2004
Customer Service Representative
Served as a customer service representative for approximately three seasons for Accounts Management in Andover, MA. The position included telephone contact with taxpayers, calling in response to correspondence, return status and tax law issues.
Processed and reviewed amended returns and taxpayer correspondence to resolve unprocessed, incomplete claims and/or return errors.
Recent accomplishments
IRS Commissioner’s Award, July 18, 2024
Performance awards: FY 2018 (Exceeds), FY 2019-FY2024 (Outstanding)
Discretionary Awards: FY2007-FY2024
Senior Manager Readiness Program (SMRP) 3/27/2022-3/27/2025.
Skills
Communication: Verbal and Written
Microsoft Applications: Outlook, OneNote, Excel, Word
Project Management: Planning, Executing, and Monitoring Projects
Data Analysis: Analyzing and Interpreting Data to Make Informed Decisions
Problem Solving: Identifying Issues and Implementing Effective Solutions
Team Leadership: Leading and Motivating Teams to Achieve Goals
Customer Service: Providing Excellent Support and Service to Clients
Education
Northeastern University, Boston, MA, United States
oCompletion of four (4) graduate level Forensic Accounting Classes
Northeastern University, Boston, MA, United States
oMaster's Degree, M.B.A. (June 1993)
University of New Hampshire, Durham, NH, United States
oBachelor's Degree, Economics (June 1986)
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