Customer Service Representative

Nancy Ochoa

Rowland Heights, United States, ***** • 562-***-**** • **********@*****.***

Professional Summary

Experienced Certified Notary Public and Customer Service Professional with proven expertise in document authentication, information security, and complaint resolution. Gained valuable customer service and administrative skills through roles with Cherry Income Tax and Optum Bank. Adept at handling communications, account maintenance, and confidential data in fast-paced environments. Certified by the National Bankers Association, California Tax Education Council, and the California Secretary of State. Bilingual in English and Spanish.

Employment History

Customer Service Representative (Contractor), Nov 2024 - Mar 2025

Optum Bank (UnitedHealth Group), Remote

- Worked inbound phone lines as a bilingual customer service representative.

- Managed HSA, FSA, HRA, RRA, and Transit account inquiries and maintenance.

- Updated account information, tracked check disbursements, and assisted callers with benefits-related questions.

- Communicated with internal departments to resolve issues and deliver a high standard of support.

- Handled confidential customer data while ensuring security and compliance.

Customer Service Representative, Feb 2022 - Apr 2024

Cherry Income Tax, Norwalk, CA

- Answered inquiries via phone, email, and chat.

- Assisted with tax filings, audits, and documentation preparation.

- Helped clients understand IRS notices and record-keeping strategies.

- Maintained accurate client files and managed appointments efficiently.

- Entered and updated client tax data using TaxWise software and SmartVault for secure file storage.

Certified Notary Public, Jan 2023 - Oct 2024

Los Angeles, CA

- Witnessed and authenticated signatures on legal documents.

- Maintained notarial records and upheld state compliance requirements.

- Ensured accuracy and confidentiality during all transactions.

Skills

Call Management, Complaint Resolution, Data Entry, Account Updating, Document Processing, Filing, IRS Documentation, Peer Support, Internal Coordination, Bilingual Communication

Languages

English (Highly Proficient), Spanish (Highly Proficient)

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