Pamela K. Warbington took her oath of office on Thursday, April 21, 2011, to serve as the director of the Internal Revenue Service’s (IRS) Contact Center Support Division.
“The transition to the executive role is a major milestone in one’s career, and it really deserves to be celebrated,” says Pete Stipek, IRS director, Customer Account Services.
“[Pam started] her career in collections. I think to myself, ‘It’s pretty remarkable for her to make such wise choices at such a young age.” He was referring to Warbington’s decision to work part time at the IRS while earning her degree in civil engineering at Georgia Institute of Technology.
Stipek also outlined Warbington’s career trek, “… taking on acting executive assignments in Washington [D.C.], Memphis, Martinsburg and New York. All of this left her very well prepared for the selection to the Summer 2010 Executive Development Program. For those folks within the IRS, they understand how difficult and challenging it is to get into that program. It is really a compliment to Pam that she was successful in completing that program. It’s really commendable.”
Warbington’s responsibilities include leading the system support for the largest and most complex contact center environment in the world and managing upwards of 9,000 customer services staff members who assist more than one million taxpayers per day.
“It’s interesting that the swearing in to this position comes after filing season. Usually, they swear in directors before filing season because it is not for the faint of heart [the audience laughs]. I noticed that they were hurrying to hang my picture in the lobby,” Warbington jokes during her acceptance speech.
“I actually believe that the powers that be were confident enough to know that I would be here to take this oath because of the dedicated and talented people that I was coming to work with. This filing season was flawless. It was a smooth and successful one. We had over 72 millions taxpayers to contact us from January to April. That’s truly amazing. When I think about it, it is really due to the commitment and dedication of the [employees] in the contact center and joint operations center. This is such a winning team. I am really grateful to be a part of it.”
Warbington has served in various leadership roles throughout her career including acting director, Northeast Area; Modernization and Information Technology Services EUES; assistant director, Enterprise Computing Center – Memphis; chief operations, Contact Center Support Division; and most recently, acting director for Area East and West in the Information Technology End User organization.
Warbington is active in a host of ministries at Mount Zion Second Baptist Church in Atlanta and is a member of Delta Sigma Theta Sorority, Inc. –yvette caslin
