Customer Service Manager

Mary Tapia

201-***-**** Dania Beach, Florida ***04 *******@*****.***

Bilingual (English/Spanish) Administrative Associate, tactful and having the ability to handle challenging situations

professionally and calmly. Ability to multitask efficiently with above average customer service skills.

CORE COMPETENCIES

• Effective oral and written communications skills; both in English & Spanish

• Comfortable working with Microsoft office programs and database platforms

• Ability to maintain confidential information

• Organized and has ability to balance multiple projects in a fast paced environment

• Customer service oriented with strong problem solving skills

• Strong attention to detail with good time management skills

PROFESSIONAL EXPERIENCE

iQor 2014-Present

Call Center Associate Miramar, FL

• Responsible for answering questions and servicing accounts while handling a high volume of incoming calls in a fast-

paced environment

• Receiving inbound calls on behalf of brand-name clients

• Execute successful resolutions to calls

Independent Certified Income Tax Preparer 2005-Present

• Prepare or assist in preparing simple to complex tax returns for individuals or small businesses

• Furnish taxpayers with information and advice to ensure correct tax form completion

• Quality Control on all tax forms

• Calculate form preparation fees according to return complexity and processing time required

• Review financial records to determine forms needed to prepare tax returns

Harvord Maintenance 2008-2010

File Clerk Coordinator NY, NY

• Responsible for all phases of the company filling system

• Scheduling initial appointments for all new hires

• Faxing, scanning, copying email and other general office duties as needed

• Handled the tasks of answering phone calls, email inquiries and fax inquiries

• Performed responsibilities of drafting correspondence and documents

Jackson Hewitt-West 2005-2008

Tax Prepare Manager and Instructor New York, NJ

Renfrew Collection 2003-2004

Clerical Associate Secaucus, NJ

Neman Distribution, Inc. 1998-2002

First Assistant Manager Moonachie, NJ

TRAININGS & CERTIFICATIONS

Florida Department of State and the Executive Office of the Governor 2013

Notary On-Line Interactive Education Program

Jackson Hewitt 2004

Tax Preparation Certificate

South Broward High School

Certified Sign Language

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