About
Highly accomplished customer service and operations professional with over 10 years of progressive experience in customer relations, sales, and administrative management. Proven ability to optimize processes, lead high-performing teams, and drive exceptional client satisfaction in fast-paced environments. Adept at leveraging strong communication and organizational skills to enhance operational efficiency, mitigate risks, and achieve business objectives, positioning for a leadership role in customer service, sales, or operations.
Work
Customer Experience Agent
|Customer Experience Agent
Tucson, AZ, US
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Summary
Provided critical customer support and fraud detection services for government programs, ensuring security and compliance.
Highlights
Verified member identities for government programs, successfully preventing fraudulent activities and safeguarding sensitive data for numerous clients.
Assisted in rigorous fraud detection efforts, contributing to the security and integrity of program operations.
Maintained strict adherence to compliance protocols, ensuring accurate and secure processing of confidential member information.
Amazon
|Fulfillment Center Associate
Tucson, AZ, US
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Summary
Contributed to efficient warehouse operations by processing and preparing high volumes of customer orders.
Highlights
Processed and prepared high volumes of customer orders daily, consistently meeting or exceeding demanding productivity targets.
Operated various warehouse equipment efficiently and safely, contributing to streamlined fulfillment operations and timely dispatch.
Maintained strict adherence to quality control and safety standards, minimizing errors and ensuring a secure working environment.
Collaborated effectively with team members to optimize order flow and ensure timely dispatch of products.
PPEP
|Accounts Payable Specialist
Tucson, AZ, US
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Summary
Managed end-to-end accounts payable processes, ensuring accurate and timely financial transactions.
Highlights
Managed end-to-end accounts payable processes, ensuring accurate and timely processing of invoices and vendor payments.
Reconciled vendor statements and resolved discrepancies, maintaining strong financial records and vendor relationships.
Processed a high volume of transactions, contributing to efficient cash flow management and financial integrity.
Executive Assistant
|Executive Assistant
Tucson, AZ, US
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Summary
Provided comprehensive administrative and coordination support to the Vice President of the Office of Diversity & Inclusion.
Highlights
Managed complex calendars and travel arrangements for the Vice President, optimizing executive productivity and ensuring seamless coordination of high-level meetings.
Coordinated critical office operations and communications, effectively supporting the strategic initiatives of the Office of Diversity & Inclusion.
Streamlined administrative workflows to enhance efficiency, providing comprehensive support that enabled the VP to focus on core organizational objectives.
H&R Block
|Office Manager and Tax Professional
Tucson, AZ, US
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Summary
Managed comprehensive office operations and provided expert tax preparation for a team of 10+ employees.
Highlights
Managed comprehensive office operations for a team of 10+ employees, optimizing workflow and ensuring efficient service delivery during peak tax season.
Led the hiring, scheduling, and training initiatives for new staff, significantly improving team performance and client service capabilities.
Provided expert tax preparation and advisory services to a diverse client base, ensuring compliance and maximizing client returns.
Implemented operational improvements that enhanced client satisfaction and streamlined office procedures, contributing to overall efficiency.
Liberty Tax Service
|Senior Tax Professional
Phoenix, AZ, US
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Summary
Prepared complex tax returns and provided expert financial consultation to a diverse client base.
Highlights
Prepared and filed complex federal and state tax returns for individuals and small businesses, ensuring accuracy and compliance with IRS regulations.
Provided expert tax consultation to clients, identifying opportunities for deductions and credits to optimize financial outcomes.
Maintained up-to-date knowledge of tax laws and software, effectively navigating regulatory changes to provide informed advice.
Cultivated strong client relationships, resulting in high client retention and positive referrals for the firm.
Consumer Cellular
|Customer Service Advisor
Phoenix, AZ, US
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Summary
Provided comprehensive customer support and problem resolution, earning an 'Outstanding Customer Service' award.
Highlights
Resolved complex customer inquiries and technical issues for a high volume of clients, consistently achieving high satisfaction scores.
Provided comprehensive product and service information, guiding customers to optimal solutions and enhancing user experience.
Utilized strong problem-solving skills to troubleshoot and escalate issues, ensuring timely and effective resolution of customer concerns.
Earned the 'Outstanding Customer Service' award in 2021, recognizing exceptional dedication and performance in client interactions.
Volunteer
World Care, Salvation Army, PACC, PBS-AZ
|Community Volunteer
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Summary
Dedicated volunteer contributing to various community initiatives across multiple organizations, demonstrating a long-term commitment to social impact.
Highlights
Supported community outreach programs, assisting in the distribution of resources and aid to vulnerable populations.
Contributed to organizational efforts in event support and logistical coordination for various non-profit activities.
Engaged in diverse volunteer roles, fostering strong community connections and providing essential support services.
Pima County Elections
|Poll Worker, Judge, Marshall
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Summary
Served in multiple capacities during election cycles, ensuring the integrity and efficiency of the democratic process.
Highlights
Administered voting procedures and assisted citizens in exercising their voting rights as a Poll Worker and Judge.
Maintained order and ensured smooth operations at polling stations as a Marshall during critical election periods.
Ensured strict adherence to election laws and regulations, upholding the fairness and transparency of the electoral process.
Education
University of Arizona
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Bachelor of Science
Business Administration
Courses
Business Management (Major)
Sports Management (Minor)
Awards
Outstanding Customer Service
Awarded By
Consumer Cellular
Recognized for exceptional customer service performance and dedication to client satisfaction.
Perfect Attendance, Sales Training
Awarded By
Empereon Marketing
Awarded for consistent perfect attendance and commitment to professional development in sales training.
Top Performer, Sales Competition
Awarded By
TTEC
Achieved top performer status in a competitive sales environment, demonstrating strong sales acumen and results.
Languages
English
Certificates
Registered Tax Return Preparer
Issued By
IRS
EDGE Supervisors Series Certificate
Issued By
University of Arizona
Project Management Certificate
Issued By
PMI
Skills
Customer Service & Sales
Customer Relationship Management (CRM), B2C Sales, B2B Sales, Client Relations, Conflict Resolution, Customer Support, Technical Support, Sales Training, Fraud Detection, Client Advisory.
Operations & Administration
Office Management, Team Leadership, Scheduling, Coordination, Workflow Optimization, Process Improvement, Project Management, Executive Support, Data Entry, Compliance, Quality Control, Logistics, Hiring, Training.
Financial & Tax
Accounts Payable, Invoice Processing, Financial Record Keeping, Tax Preparation, Tax Law, Financial Accuracy, Expense Management, Reconciliation.
Software & Systems
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams, SharePoint), Google Workspace (Docs, Sheets, Calendar, Meet), CRM Software, Accounting Software, Tax Software.
Communication & Professional
Verbal Communication, Written Communication, Presentation Skills, Problem-Solving, Strategic Planning, Time Management, Adaptability, Team Collaboration, Organizational Skills.