Federal Operations & Training Quality Manager
Resume:
Daphne Donlow • Kansas City, MO • Resume
DAPHNE DONLOW
FRONTLINE MANAGEMENT • TRAINING • QUALITY • PROGRAM OPERATIONS Kansas City, MO • 816-***-**** • ******.*.******@***.***
PROFESSIONAL SUMMARY
Experienced federal operations manager and training/quality professional with 20 years of experience supporting the Kansas City ACS Call Site. Progressed through frontline management, quality analysis, resource training, program analysis, onboarding, and lead responsibilities. Experienced in employee performance management, coaching, workforce planning, quality assurance, training development, labor relations coordination, onboarding, workflow management, and data analysis. Strong working knowledge of Microsoft Office 365, Excel, Word, PowerPoint, SharePoint, and IRS systems and procedures. CORE COMPETENCIES
• Frontline & Program Management • Employee Coaching & Performance Management • Training Development & Instruction • Quality Assurance & Continuous Improvement
• Workforce Planning & Workload Management • Onboarding & New-Hire Orientation • Labor Relations & Employee Relations • Data Analysis & Reporting
• Microsoft Excel, Word & PowerPoint • SharePoint & Knowledge Management • Policy / Procedure Interpretation • Cross-Functional Collaboration
PROFESSIONAL EXPERIENCE
U.S. DEPARTMENT OF THE TREASURY — Kansas City, MO
ACS Frontline Manager 10/2007 – 10/01/2025 (Retired) Series 0962, IR-07 Managed frontline employees and supported a productive workplace through coaching, technical assistance, open communication, management training, and performance feedback.
Completed Mid-Year Reviews, Performance Evaluations, case and phone reviews, progress reviews, and annual appraisals; used performance data to identify training gaps and recommend targeted development. Partnered with Labor Relations, NTEU, department managers, EEO, systems teams, quality teams, and frontline employees on performance, conduct, workflow, staffing, and employee-relations matters. Managed workflow and staffing requirements using Real-Time Adherence (RTA) and E-Workforce Management (EWFM); completed leave audits, FMLA tracking, SETR inputs, T&A adjustments, and IPR corrections. Developed employees for leadership responsibilities, including three employees for backup Lead roles; provided coaching, OJI opportunities, team-meeting leadership, mock interviews, and Lead Cadre development. Served as onboarding/orientation manager for new ACS employees; coordinated USA Staffing check-in, badges, computer deployment, mandatory briefings, entitlements, systems requests, and classroom instruction. Managed the ACS Quality Committee for two years; oversaw EQRS consistency reviews, prepared quarterly coding-consistency training, monitored NQRS errors, and prepared rebuttals when appropriate. Created training aids and PowerPoint presentations and taught ACS, CIT, BMF, EQRS, FMLA, ethics, and other operational training. Certified instructor with classroom and onboarding experience. NBU MANAGEMENT & PROGRAM ANALYST — Detail
03/2023 – 09/2023 Series 0343, Grade 12, Step 3
Reviewed e4442 process reports, manager certification activity, e-Trak cases, FPLP releases, clearance reviews, and Leadership Succession Review (LSR) actions to support timely processing. Analyzed SETR/AWOL/LWOP and system-downtime data; prepared spreadsheets and pivot tables and maintained Direct Time reporting tools for the KC Collect Directorate.
ACS RESOURCE TRAINING COORDINATOR — Detail
02/2021 – 04/09/2022 Series 0501
Developed and coordinated functional training plans, OJT programs, onboarding support, instructor recruitment/evaluation, training-hour reporting, and site skill assessments for the KC/Ogden ACS operation. Created OJI daily-task tools, Excel tracking spreadsheets, EQRS manager crosswalks, training presentations, job aids, and reports; advised management on training needs and program improvements. Daphne Donlow • Kansas City, MO • Resume
ADDITIONAL EXPERIENCE
ACS DEPARTMENT 1 MANAGER — Detail
08/2020 – 02/2021 Program Manager
Supported seven ACS managers with performance, conduct, training, employee-relations, administrative, SETR, T&A, and FMLA matters. Coordinated new-hire OJI coverage and improvement action plans; partnered with managers, leads, Labor Relations, NTEU, and employees to address concerns and improve team morale.
QUALITY ANALYST
04/2015 – 06/2019 Series 0501, Grade 09
Analyzed incoming calls and case-processing trends, reviewed employee and manager work, identified quality issues, and recommended training and process improvements.
Developed and delivered EQRS, Verint, CIT, ITW, communication, quality-coding, lien/levy, and adjustment presentations across multiple ACS sites.
Maintained Quality SharePoint resources, NQRS reviews, quality measures, weekly Quality Blog content, job aids, and management reports; communicated findings and recommendations to leadership. Used Excel, Word, PowerPoint, and SharePoint extensively for reporting, analysis, training, documentation, and knowledge management. ACS LEAD COLLECTION REPRESENTATIVE
04/2007 – 10/2010 Series 0962, GS-09
Answered technical questions and assisted Contact Representatives with calls; completed EQRS and phone-monitoring reviews with feedback and IRM references.
Reviewed cases for manager approval, monitored SERP alerts, used eWFM, and provided procedural updates during team meetings to promote accuracy and consistency.
Conducted complex taxpayer interviews, researched tax data using IDRS, ACS, AMS, and related systems, and processed actions involving levies, liens, adjustments, transfers, and other collection resolutions. SELECTED TRAINING & CERTIFICATIONS
Completion of Instructor Training Workshop (ITW) — 06/30/2016 ELMS Administrator Training — 06/15/2015
Completion of Classroom Instructor Training (CIT) — 09/26/2008 Certificate of Completion: OJI Training — 07/2007
Certified instructor; taught ACS and CIT training and supported new-hire onboarding and classroom instruction. TECHNICAL & OPERATIONAL SKILLS
Microsoft Office 365 • Excel (reports, tracking, pivot tables, data analysis) • Word • PowerPoint • SharePoint • Real-Time Adherence (RTA) • eWFM • SETR • IPR • T&A • EQRS • NQRS • IDRS • ACS • AMS • SERP • Training planning • OJT/OJI • Quality assurance • Workforce management • Employee relations • Labor relations • Policy and procedure research CAREER HIGHLIGHTS
20 years of service at the Kansas City ACS Call Site, including frontline management and multiple leadership, quality, training, and program details.
Developed three employees for backup Lead responsibilities and created opportunities for employees to lead meetings, conduct mini- training, and participate in OJI and development assignments. Planned and coordinated functional training and OJT programs, including tracking training hours, instructor resources, skill assessments, and employee readiness.
Experienced in presenting complex procedural and quality information to managers, leads, instructors, and frontline employees across multiple ACS locations.
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