Melissa Thurgood , Program Manager

Internal Revenue Service

Feb 2024 – Present

Ogden, UT

Program and Management Analyst (Project Manager)

Lead the oversight and execution of a $25M national performance awards program, ensuring accurate processing and timely disbursement to over 14,000 employees. • Design, implement, and maintain tracking systems to monitor program milestones, detect anomalies, and analyze performance trends using data from enterprise-level IRS tools. • Conduct in-depth data analysis to identify inefficiencies, validate award eligibility, and correct personnel system discrepancies across multiple business units. • Generate executive-level reports and dashboards presenting key metrics and compliance outcomes to inform strategic decision-making. • Coordinate across Payroll, HR, and departmental stakeholders to validate award data, ensure process alignment, and maintain system compliance. • Developed standardized procedures, desk guides, and policy documentation to support consistent program execution and reduce error rates. Key Achievements: Improved project efficiency and timeliness by optimizing workflow planning and coordination. Enhanced accuracy in data reporting through standardization of review tools and documentation.

Internal Revenue Service

Jan 2021 – Feb 2024

Ogden, UT

Quality Tax Analyst

Performed comprehensive quality reviews of phone and paper casework to ensure compliance with IRS policies and accuracy of taxpayer resolutions across multiple service centers. • Analyzed large datasets from NQRS and CQRS systems to identify trends, detect systemic errors, and recommend corrective actions. • Created and maintained detailed reports and dashboards used by management to monitor accuracy rates, staff performance, and program integrity. • Developed and distributed quality-focused training materials, job aids, and Section 508-compliant documents to support consistent standards across teams. • Collaborated with analysts and frontline managers to interpret quality data, address deficiencies, and implement targeted process improvements. • Contributed to a reduction in recurring defects across priority programs by aligning data analysis with corrective training strategies. Key Achievements: Contributed to an 18% reduction in error rates by recommending and implementing policy updates. Authored technical guidance that enhanced training effectiveness and employee performance.

Internal Revenue Service

Sep 2020 – Jan 2021

Ogden, UT

Lead Contact Representative – Centralized Evaluative Review (CER)

Supervised a team of 10+ quality evaluative reviewers to ensure consistent application of tax law and procedures. • Directed workload management and ensured deadlines were met for case evaluations and quality reports. • Provided coaching and on-the-job training that improved reviewer accuracy and compliance rates. • Served as a liaison between staff and management to communicate expectations and process changes. Key Achievements: Led team coaching initiatives that boosted case accuracy by 22%. Streamlined documentation practices to reduce case processing time by 15%.

Internal Revenue Service

May 2020 – Sep 2020

Ogden, UT

Quality Tax Analyst

Performed quality evaluations on taxpayer account resolutions, ensuring proper application of policy. • Identified performance gaps through data analysis and collaborated with leadership on corrective actions. • Drafted guidance and reference tools to support consistency across Account Management teams. Key Achievements: Helped reduce operational errors by 17% through data-driven recommendations. Increased consistency in reviews by developing process-specific training materials.

Internal Revenue Service

Jul 2018 – May 2020

Ogden, UT

Centralized Evaluative Review (CER) Technician

Preformed quality reviews of tax resolution cases and taxpayer contacts for adherence to IRS guidelines and procedures. • Provided written feedback and quality summaries to leadership. • Worked closely with peers and management to identify recurring issues and propose solutions.

Internal Revenue Service

Feb 2019 – Aug 2019

Ogden, UT

Lead Contact Representative

Led a team of contact representatives, overseeing customer interactions and ensuring compliance with tax laws. • Provided training and guidance to new employees and assisted with case escalations. • Coordinated scheduling and monitored productivity metrics

Internal Revenue Service

Jan 2013 – Jul 2018

Ogden, UT

Contact Representative

Handled taxpayer inquiries related to individual and business accounts, resolving issues with professionalism and accuracy. • Applied IRS procedures and research tools to resolve account discrepancies. • Maintained high levels of customer service and compliance in fast-paced environment.

Blackman Title Services LTD

Jan 2002 – Jan 2013

Ogden, UT

Escrow Officer/Assistant

Provided direct administrative and operational support to the company owner, managing calendars, handling communications, and organizing client documentation. • Managed all aspects of real estate escrow transactions from contract initiation to successful closing for residential and commercial properties. • Prepared and reviewed critical closing documents including HUD-1 Settlement Statements, Closing Disclosures (CD), escrow instructions, and title commitments. • Coordinated with buyers, sellers, real estate agents, lenders, and title companies to gather documentation, schedule signings, and ensure compliance with contract terms. • Conducted thorough title reviews and worked with title officers and underwriters to resolve encumbrances, liens, or document discrepancies prior to closing. • Disbursed funds accurately and in accordance with final settlement statements, ensuring timely payments to all parties including agents, lenders, and service providers. • Maintained meticulous escrow records and transaction logs, ensuring accuracy, regulatory compliance, and timely file closure. • Provided clear and consistent communication throughout the process to minimize delays and ensure a smooth client experience. • Handled confidential financial and legal information with discretion and ensured all transactions complied with state and federal laws. Key Achievements: Maintained 100% accuracy in transaction execution, data entry and document preparation.

Melissa Thurgood

Program Manager

Skills

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