Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Bernice Y Miller-Highsmith

Darby

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

30
30
years of professional experience

Work History

Management Program Analyst

Internal Revenue Service
07.2024 - Current
  • Served as Liaison and/or Subject Matter Expert for various IRS Collections Projects
  • Restructured procedures through coordination with compliance director to create and execute projects.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Document status of various phases of project progress, both short and long-range; ensure that plans are consistent with Service goals, schedules and policies.
  • Supervisor: Eric J. Brown (302) 272-4043/ (302) 203-8531

Resource Training Coordinator (Detail)

Internal Revenue Service
02.2024 - 07.2024
  • Develop local functional training plan by coordinating with Management in the development process. Ensure delivery of all functional training, CPE and New Recruit training is scheduled and all students certified in program materials.
  • Schedule on-site and off-site space if needed, provide training equipment, instructors, course booklets and other training supplies.
  • Reviews, analyze, and evaluate the overall effectiveness of the training program, and prepare reports summarizing results. I also recommend solutions for improving the effectiveness of the training program.
  • Evaluate instructors by monitoring classroom sessions and provide written feedback to evaluate instructor performance.
  • Plan and coordinate the functional On-the-Job Training (OJT) program for the site.
  • Work closely with the Accessibility Coordinator ensuring the students with disabilities are properly accommodated to receive the proper training media (Braille, Electronic, etc.).
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and executed performance management programs to increase employee engagement and productivity.

Program Manager/Department manager

Internal Revenue Service
02.2021 - 02.2024
  • Serve as Program Manager/Department Manager (DM), overseeing 84 subordinates which consists of 7 Frontline Managers, three CDP Specialty Teams, two ACS Support Teams, one Collections Technical Team and one Clerical Team.
  • Serve as the New Hire Selecting Official for the Philadelphia CSCO Operation
  • Complete on-boarding procedures, verifying new applicant information and forms (SSA, Birth certificates, passports, Photo ID).
  • Perform as Coach and Mentor providing guidance and direction to the new Managers and Department Managers to enhance their administrative skills.
  • Communicate with Headquarters and Policy to ensure a qualitative and quantitative product is produced ensuring taxpayer rights are preserved.
  • Ensure distribution and processing of the inventory effectively
  • Hold monthly workshops presenting Management staff with Operational Inventory Reports, LR presentations, CSCO Operation Inventory concerns, TIGTA presentation as well as employee/manager concerns.
  • Collaborate with Labor Relations for insight and guidance on management and employee issues ranging from Workman Comp issues, Reasonable Accommodation requests for reassignments and Union Grievance's.
  • Facilitate several All-employee course presentations for both Collections and ACS Support to provide guidance to the millennial generation on adapting to changing workforce.
  • Spearheaded the successful Collection Due Process Hearing Project. I implemented a process improvement to decrease the amount of backlogged cases received during COVID.

Supervisory Tax Technician

Internal Revenue Service
01.2012 - 02.2019
  • Graduate of the Frontline Leadership Readiness Program, I held several management positions within the Collections Directorate.
  • Supervised two CDP teams combined totaling 28 subordinates.
  • Responsible for various administrative duties Employee process Reviews, Monthly, Quarterly, Mid-Year and Annual reviews.
  • Identify and implement performance improvements within the Team, Department and Organization.
  • Manage and maintain various programs within the Operational/IRS Tax Laws and guidelines.
  • Collaborate with Counsel, Appeals and Revenue Officers on cases that are Fast Tracked for processing.
  • Contact with Taxpayers, Power of Attorney's, internal and external stakeholders to provide customer service and assist with the appropriate resolution of accounts.
  • Certified Instructor since 1998
  • Supervisor: Barbarbette Lee (267) 466-4709

Supervisory Customer Service Rep (Temp)

Internal Revenue Service
10.2012 - 03.2013
  • Served as a temporary Supervisory Contact Rep
  • Identified several accuracy defects while performing my team reviews. I shared this information in team meetings and provided a solution, within 3 months the team customer accuracy rate had increased to 90% and continued.
  • Utilized various tools to complete Employee reviews using communication tools to identify employee progress and provide feedback both positive and/or negative for quality, accuracy and average handle time.
  • Supervisor: Michelle Deluca (267) 466-5580

Lead Tax Examiner

Internal Revenue Service
08.2009 - 08.2012
  • Lead Technician of Collection Due Process
  • Assist with administrative duties in the absence of the Manager.
  • Extensive knowledge of Time input (Work Schedule), Human Resource Connection, Integrated Talent Management System and Security access applications.
  • Distribution of inventory amongst the team.
  • Perform monthly reviews using EORS, IDRS, AMS, ACS and CDP Tracking to ensure quality and accuracy of employees processed inventory.
  • Collaborate with other areas within the Service to assist in the resolution of complex issues that cannot be resolved within the team.
  • Communicate with Taxpayers and their representatives for the issues regarding tax information.
  • Instruct ACS Support New Hires, internal Leads and yearly CPE.
  • Serve as Subject Matter Expert for Course writing materials
  • Supervisor: Victoria De Lucia (267) 466-4050

Other positions held

01.1996 - 01.2012
  • 2009-2012 (Temp) Supervisory Tax Technician
  • 2002-2009 Small Business Self Employed Tax Examiner
  • 1996-2002 Wage and Investment Tax Examiner

Education

Criminal Justice

CHI Institute
Philadelphia, PA

Criminal Justice, Business

Community College of Philadelphia

Skills

  • Policy analysis
  • Business intelligence
  • Organizational development
  • Innovation and creativity
  • Risk assessment expertise
  • Strategic planning
  • Business process improvement

Training

  • Wage and Investment Error Resolution 1996-2002
  • CIT Training 1998
  • Small Business Self Employed 2002-2024
  • Frontline Leadership Readiness 2010-2012
  • Continuous Management Courses 2010-Present
  • Senior Management Course 2022

Timeline

Management Program Analyst

Internal Revenue Service
07.2024 - Current

Resource Training Coordinator (Detail)

Internal Revenue Service
02.2024 - 07.2024

Program Manager/Department manager

Internal Revenue Service
02.2021 - 02.2024

Supervisory Customer Service Rep (Temp)

Internal Revenue Service
10.2012 - 03.2013

Supervisory Tax Technician

Internal Revenue Service
01.2012 - 02.2019

Lead Tax Examiner

Internal Revenue Service
08.2009 - 08.2012

Other positions held

01.1996 - 01.2012

Criminal Justice, Business

Community College of Philadelphia

Criminal Justice

CHI Institute

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Bernice Y Miller-Highsmith