Customer Service Client Relations
Resume:
Celsa C. Rubio
th
Ave
Denver, CO **249
Cell: 303-***-****/**********@*******.***
QUALIFICATIONS SUMMARY
A dedicated professional, with a wealth of knowledge and experience in payroll processing, reconciliation, customer service, client relations, corporate credit, collections, and management. Self-motivated; able to achieve immediate and long-term goals and meet operation deadlines. Outstanding communication and organizational skills. EXPERIENCE
Contact Collection Representative/Detail Lead
Internal Revenue Service 08/20-Current
• Secure delinquent tax returns and collect delinquent taxes for W&I taxpayers and Small Business/Self Employed division.
• Interpret and apply applicable portions of basic tax law and regulations, and collection techniques and enforcement actions, to advise, inform, assess, and collect taxes, and associated liabilities.
• Contact taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provide explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.
• Provide taxpayers with payment plan options or financial statement assistance to resolve delinquent tax issues.
• Advise taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file returns and/or pay tax liabilities and encourage voluntary compliance tax laws.
• Distributes and balances the workload among employees and assures timely accomplishment for the assigned workload.
• Instructs employees in specific tasks and job techniques and makes available written instructions, reference materials and supplies.
• Gives on the job training to new employees in accordance with established procedures and practices.
• Resolves simple, informal complaints of employees and refer others to Supervisor.
• Report to Manager on performance, progress and training needs of employees, and on behavior problems.
• Serve as the Acting Supervisor during their absence.
• OJI Team Lead for OJI trainers and OJI new hire trainees assuring new hire trainees completed and met required OJI hours.
• Updated daily attendance log and paring schedules for OJI new hire trainees. Assured trainees had full system access to complete their daily work assignments.
Enumerator
United States Census Bureau 06/20 – 08/20
• Conducted the non-response follow-up portion of the 2020 Census. Interviewed residents that had not responded via the online or paper forms collecting Census data by using electronic devices. Postal Support Employee - Sales & Services/Distribution Associate United States Postal Service 04/20 – 07/20
• Performed distribution and a variety of sales and customer support services for products. Maintained pleasant and effective public relations with customers and others requiring a general familiarity with postal laws, regulations and procedures commonly used.
• Maintained sufficient inventory of and selling stamps, other retail products and services and use computerized system accepting and delivering packages and accountable mail.
• Issued and cashed postal money orders, accepted, and responded to customer claims and inquiries.
• Handled and processed customer purchases and returns relating to products and services. Mail Handler Assistant
United States Postal Service 11/19 – 04/20
• Loaded, unloaded, and moved bulk mail and performed other duties incidental to the movement and processing of mail.
• Operated equipment and machinery and performed other duties as assigned. Office Manager
Dynamis Demolition 08/19 – 11/19
• Accounts Receivable, Accounts Payable and Account Reconciliation using Quick Books system.
• Timely accounts payable by managing and maintaining vendor invoices and mailing checks daily in accordance with vendor terms.
• Balancing and managing bank accounts, credit cards and performing daily deposits.
• Billing, invoicing and associated follow up.
• Maintained weekly payroll for over 50 employees.
• General data entry, prepared materials for meetings, projects, policies, etc.
• Supported management; President, Project manager and Estimators as needed.
• Greeted visitors and provided general administrative support to employees.
• Maintained accurate project files, company contracts and timesheets. Ordered certificate of Insurance.
• Performed HR related duties and maintain HR forms; I-9, W-4 forms, new employee hire packages.
• Reported job related injuries on Pinnacol website.
• Kept stock of office supplies and placed orders. Payroll Account Manager
AmCheck/ iSolved HCM 01/16-08/19
• Assisted assigned client base with all components related to payroll processing.
• Responsible for accurate and timely preparation and processing of weekly, bi-weekly, semi-monthly, and monthly payrolls.
• Main contact for payroll clients providing customer service on all AmCheck services ensuring client was serviced in a manner exhibiting superb customer service and accountability.
• Trained clients to use web site and all available online payroll systems.
• Processed and keyed manual exception payrolls, added new hire and 1099 employees, added/updated employees direct deposit, salary, demographic information, and W-4’s.
• Updated client tax and bank changes.
• Uploaded client 401k and PERA contribution files.
• Processed year end W-2’s and 1099’s.
• Researched and resolved client tax issues and uploaded more complex issues to Tax Service. Manager
Sedona Grill, Inc. 05/14-10/15
• Managed the entire staff of the restaurant and coordinated their work.
• Provided customer support by resolving customer complaints about service or food quality.
• Hired, trained, and motivated staff.
• Administrative duties; scheduling, payroll, weekly bank deposits and balancing daily cash.
• Generated daily and monthly reports on business, staff, and profit. Payroll Administrator
Bank of America Merrill Lynch 01/08-01/13
• Payroll Liaison interfacing with Plan Sponsors and Account Service Managers handling a portfolio of 35-40 plans.
• Oversaw client service delivery, processing, reconciliation, reporting, and compliance and technology delivery for 401(k) retirement products.
• Processed, posted, and reconciled weekly, bi-weekly, semi-monthly, and monthly payroll.
• Completed fiscal year-end closing calendar rolls.
• Processed JE entries.
• Responsible for fund clearance/transfers.
Business Service Representative
Citibank Diners Club 01/96-12/07
• Primary Liaison and interfaced among corporate clients and travel agencies.
• Responsible for managing a portfolio of 900 corporate relationships.
• Interfaced with various departments and Sales/Support to resolve account issues.
• Performed reconciliation of corporate accounts with a monthly average balance of 1 mm.
• Processed client request including billing inquires, credit balance refunds, new card rollouts, and other day-to-day maintenance.
• Handled a monthly average of 500 incoming and outgoing client/card member phone calls.
• Processed monetary and non-monetary adjustments to customer accounts. Supervisor
Citicorp Retail Services 11/93-09/95
• Managed staff of up to 40 in a fast-paced and high-volume Authorizations Department.
• Entered timesheet hours into company data base and updated time off banks.
• Maintained payroll and attendance records.
• Ensured service levels were met and maintained in accordance with contractual agreements. Customer Service Representative
Citicorp Retail Services 08/84 -11/93
• Processed mail and phone inquiries including legal billing errors and disputes.
• Resolved customer complaints addressed to Credit Center Manager and Client Headquarters.
• Assisted the MIS and Quality Assurance Manager.
• Conducted client audits to ensure compliance with company policies and procedures.
• As assistant supervisor, completed scheduling, entered timesheet payroll, and delegated work.
• Processed incoming invoices through automated database against department budget line. TECHNICAL SKILLS
Microsoft Windows, Word, Excel, Outlook, & Teams. QuickBooks, Micros POS system, PayChoice and iSolved Payroll Software
EDUCATION
Accounting & Business School of the Rockies/Greenwood Village, CO Accounting Technician Certificate, June 6, 2014
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