Customer Service Bilingual
Resume:
Juan L. Bonilla
* ****** *****, **********, *** York 11742 646-***-****
Summary of QualificaƟons
Highly accomplished and moƟvated professional with 14 years of combined law enforcement and military experience, commiƩed to public safety and service. Possessing strong experƟse in customer relaƟons, administraƟve management, and complex problem resoluƟon. Proven ability to excel under pressure, manage diverse tasks, and thrive independently or as part of a team. Bilingual in English and Spanish.
Professional Experience
Internal Revenue Service Holtsville, New York Bilingual Customer Service RepresentaƟve 2022 – Present
Serve as a primary point of contact for over 50 taxpayers daily, providing courteous and professional assistance via phone, email, in-person interacƟons, and paper cases.
Interpret and apply complex tax laws, regulaƟons, and IRS policies to answer inquiries regarding obligaƟons, refunds, filing procedures, and various tax maƩers.
InvesƟgate and resolve a wide range of taxpayer issues, including discrepancies, payment inquiries, refund delays, and disputes, oŌen involving sensiƟve personal and financial informaƟon.
Provide authoritaƟve guidance on tax forms, deadlines, and processes to ensure taxpayer understanding and compliance.
Maintain accurate and detailed records of all taxpayer interacƟons and transacƟons using various automated systems.
UƟlize strong problem-solving and analyƟcal skills to idenƟfy root causes of issues and provide accurate and equitable soluƟons.
ParƟcipate in intensive training programs to develop comprehensive knowledge of tax laws, IRS procedures, and customer service techniques.
HHC - Health and Hospital CorporaƟon New York, New York NYC HHC Police – Peace Officer Status 2013 – 2015
Ensured the safety and security of thousands of staff and paƟents throughout Bellevue Hospital and other New York City HHC hospitals.
Authorized to make arrests and enforce legal procedures when violaƟons occurred. R.G. OrƟz Funeral Home Bronx, New York Office Assistant & Limousine Operator 2009 – 2013
Assisted the funeral director with daily operaƟons, including office duƟes and processing hundreds of necessary paperwork documents with the Department of Health.
Provided compassionate support to over 200 grieving families annually, ensuring their arrangements for departed loved ones were met.
Conducted removals and cremaƟons, and escorted families from the funeral home to burial desƟnaƟons.
St. Raymond’s Cemetery Bronx, New York Grounds Maintenance Worker / Grave Digger 2008 – 2009
Maintained cemetery grounds through landscaping to ensure a well-kept appearance. Porta Coeli San German Funeral Home Bronx, New York Office Assistant & Limousine Operator 2004
– 2008
Supported the funeral director with daily office acƟviƟes and assisted grieving families with arrangements.
Provided transportaƟon for families from the funeral home to burial desƟnaƟons. New York City Department of TransportaƟon New York, New York Parking Control Specialist – Peace Officer Status 2001 – 2004
Enforced parking rules and regulaƟons across all five boroughs of New York City.
Generated daily/weekly reports regarding traffic condiƟons within the boroughs, and reported traffic regulaƟons that needed updaƟng.
New York City Department of Homeless Services New York, New York Special Officer - Peace Officer Status 1998 – 2001
Ensured the safety of staff and clients within mulƟple shelters across the city.
Authorized to make arrests and enforce legal procedures when legal violaƟons occurred. Bronx Lebanon Hospital Bronx, New York Lab / Transport Vehicle Operator 1993 – 1998
Operated the Mobile Health Center for the hospital.
Transported an average of staff and lab specimens daily, and delivered correspondence, hospital supplies and equipment to specific departments within the facility. Wackenhut CorporaƟon Miami, Florida Custom ProtecƟon Armed Officer – Peace Officer Status 1989 – 1993
Protected clients and properƟes and maintained order with armed peace officer status. U.S. Navy – Army NaƟonal Guard Jacksonville, Florida, New York, Miami, Florida Service Member 1983 – 1989
U.S. Navy: Performed daily maintenance of naval vessels, served as Master Helmsman, and assisted with security and fire control teams. Completed three deployments during the Iran and Iraq Crisis and was awarded the Meritorious Medal and ExpediƟonary Medal.
Army NaƟonal Guard: Served as a power generator mechanic and maintained a fleet of Army vehicles. Conducted numerous military exercises in different locaƟons. EducaƟon
Rockland Community College Rockland, New York Associate's Degree (Not Completed) Skills
Computer Proficiencies: MicrosoŌ Windows, Internet, MicrosoŌ Office, A+ CerƟficaƟon
(completed course - Computer Hardware & SoŌware), ArƟficial Intelligence
Financial & Tax ExperƟse: Tax PreparaƟon SoŌware, Financial Analysis, AudiƟng, Tax Law, AccounƟng
Office & AdministraƟve: General Office Skills, Telephone & Customer Service, Case Management
InvesƟgaƟve & Security: InvesƟgaƟve Techniques
Language Fluency: Bilingual (English, Spanish)
CerƟficaƟons: NY State Security Training (8-hour course license) Professional References
Verónica J. Jiménez 516-***-**** ***********@*****.***
Michael Harrison 516-***-****
Add to Michael Harrison ************@*****.***
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Juan L. Bonilla
4 Cougar Court, Holtsville, New York 11742 646-***-**** Summary of QualificaƟons
Highly accomplished and moƟvated professional with 14 years of combined law enforcement and military experience, commiƩed to public safety and service. Possessing strong experƟse in customer relaƟons, administraƟve management, and complex problem resoluƟon. Proven ability to excel under pressure, manage diverse tasks, and thrive independently or as part of a team. Bilingual in English and Spanish.
Professional Experience
Internal Revenue Service Holtsville, New York Bilingual Customer Service RepresentaƟve 2022 – Present
Serve as a primary point of contact for over 50 taxpayers daily, providing courteous and professional assistance via phone, email, in-person interacƟons, and paper cases.
Interpret and apply complex tax laws, regulaƟons, and IRS policies to answer inquiries regarding obligaƟons, refunds, filing procedures, and various tax maƩers.
InvesƟgate and resolve a wide range of taxpayer issues, including discrepancies, payment inquiries, refund delays, and disputes, oŌen involving sensiƟve personal and financial informaƟon.
Provide authoritaƟve guidance on tax forms, deadlines, and processes to ensure taxpayer understanding and compliance.
Maintain accurate and detailed records of all taxpayer interacƟons and transacƟons using various automated systems.
UƟlize strong problem-solving and analyƟcal skills to idenƟfy root causes of issues and provide accurate and equitable soluƟons.
ParƟcipate in intensive training programs to develop comprehensive knowledge of tax laws, IRS procedures, and customer service techniques.
HHC - Health and Hospital CorporaƟon New York, New York NYC HHC Police – Peace Officer Status 2013 – 2015
Ensured the safety and security of thousands of staff and paƟents throughout Bellevue Hospital and other New York City HHC hospitals.
Authorized to make arrests and enforce legal procedures when violaƟons occurred. R.G. OrƟz Funeral Home Bronx, New York Office Assistant & Limousine Operator 2009 – 2013
Assisted the funeral director with daily operaƟons, including office duƟes and processing hundreds of necessary paperwork documents with the Department of Health.
Provided compassionate support to over 200 grieving families annually, ensuring their arrangements for departed loved ones were met.
Conducted removals and cremaƟons, and escorted families from the funeral home to burial desƟnaƟons.
St. Raymond’s Cemetery Bronx, New York Grounds Maintenance Worker / Grave Digger 2008 – 2009
Maintained cemetery grounds through landscaping to ensure a well-kept appearance. Porta Coeli San German Funeral Home Bronx, New York Office Assistant & Limousine Operator 2004
– 2008
Supported the funeral director with daily office acƟviƟes and assisted grieving families with arrangements.
Provided transportaƟon for families from the funeral home to burial desƟnaƟons. New York City Department of TransportaƟon New York, New York Parking Control Specialist – Peace Officer Status 2001 – 2004
Enforced parking rules and regulaƟons across all five boroughs of New York City.
Generated daily/weekly reports regarding traffic condiƟons within the boroughs, and reported traffic regulaƟons that needed updaƟng.
New York City Department of Homeless Services New York, New York Special Officer - Peace Officer Status 1998 – 2001
Ensured the safety of staff and clients within mulƟple shelters across the city.
Authorized to make arrests and enforce legal procedures when legal violaƟons occurred. Bronx Lebanon Hospital Bronx, New York Lab / Transport Vehicle Operator 1993 – 1998
Operated the Mobile Health Center for the hospital.
Transported an average of staff and lab specimens daily, and delivered correspondence, hospital supplies and equipment to specific departments within the facility. Wackenhut CorporaƟon Miami, Florida Custom ProtecƟon Armed Officer – Peace Officer Status 1989 – 1993
Protected clients and properƟes and maintained order with armed peace officer status. U.S. Navy – Army NaƟonal Guard Jacksonville, Florida, New York, Miami, Florida Service Member 1983 – 1989
U.S. Navy: Performed daily maintenance of naval vessels, served as Master Helmsman, and assisted with security and fire control teams. Completed three deployments during the Iran and Iraq Crisis and was awarded the Meritorious Medal and ExpediƟonary Medal.
Army NaƟonal Guard: Served as a power generator mechanic and maintained a fleet of Army vehicles. Conducted numerous military exercises in different locaƟons. EducaƟon
Rockland Community College Rockland, New York Associate's Degree (Not Completed) Skills
Computer Proficiencies: MicrosoŌ Windows, Internet, MicrosoŌ Office, A+ CerƟficaƟon
(completed course - Computer Hardware & SoŌware), ArƟficial Intelligence
Financial & Tax ExperƟse: Tax PreparaƟon SoŌware, Financial Analysis, AudiƟng, Tax Law, AccounƟng
Office & AdministraƟve: General Office Skills, Telephone & Customer Service, Case Management
InvesƟgaƟve & Security: InvesƟgaƟve Techniques
Language Fluency: Bilingual (English, Spanish)
CerƟficaƟons: NY State Security Training (8-hour course license) Professional References
verónica J. Jiménez 516-***-**** ***********@*****.***
Michael Harrison 516-***-**** ************@*****.***
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