Senior Collections & Compliance Leader

Sarah Gilbert

Kansas City, MO

Email: ***************@*****.***

Professional Summary

Experienced collections and supervisory professional with over 15 years of leadership and customer service experience in a high-volume, compliance-driven environment. Proven ability to lead teams, manage workloads, resolve complex cases, train employees, and maintain confidentiality while delivering accurate, timely results.

Professional Experience

Lead Collection Representative (Acting Supervisor)

Internal Revenue Service – Kansas City, MO

February 2024 – August 2024

- Led daily operations and served as acting supervisor during management absences.

- Assigned and balanced workloads to ensure deadlines and performance standards were met.

- Approved time, attendance, and leave requests.

- Conducted quality reviews, coaching, and performance feedback.

- Trained employees on procedures, systems, and customer service expectations.

- Maintained strict confidentiality of sensitive information.

- Fostered a positive, respectful, and inclusive work environment.

Collection Representative

Internal Revenue Service – Kansas City, MO

2004 – 2024

- Conducted detailed interviews to resolve complex account issues.

- Analyzed financial information to determine appropriate resolutions.

- Negotiated payment arrangements and resolved disputes professionally.

- Handled high-conflict situations with professionalism and empathy.

- Provided classroom and one-on-one training to staff.

- Consistently met quality, accuracy, and productivity standards.

Supervisory Tax Examining Technician (Detail)

Internal Revenue Service – Kansas City, MO

December 2021 – March 2022

- Supervised a team of employees and provided daily guidance and oversight.

- Set performance expectations and completed evaluations.

- Supported hiring, onboarding, and employee development.

- Promoted fairness, professionalism, and teamwork.

- Ensured compliance with internal controls and information security standards.

Skills

Leadership • Team Supervision • Customer Service • Conflict Resolution • Training & Coaching • Case Management • Quality Review • Confidential Information Handling • Microsoft Word, Outlook, PowerPoint, Teams

Education & Training

Leadership and Management Training

Classroom Instructor Training

Employee & Labor Relations Training

Status

Retired from the Internal Revenue Service

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