Customer Service Assistant Manager

MATTAPAN, MA, ***** • ************@*****.*** • 929-***-****

ANA MEDINA PEREZ

PROFESSIONAL SUMMARY

Certified Tax Preparer and Assistant Manager with over 2 years of experience in financial reporting and over 10 years client relationship management, excelling in tax strategy and regulatory compliance. Adept at mentoring junior staff and maintaining a high accuracy rate in tax preparation, while offering empathetic customer support and clear communication in insurance processes. Proficient in Microsoft Office and database management, committed to delivering precise and timely financial solutions.

Also Collaborated with insurance companies at Moran Agency and Maximus on Processed insurance claims for a variety of policies (auto, home, health), ensuring timely and accurate documentation submission. Verified coverage and coordinated with policyholders and adjusters to resolve discrepancies in claims. Maintained accurate records of claims, payments, and client communications for compliance and audit purposes. Assisted clients in understanding their policy terms and conditions, including deductibles, coverage limits, and exclusions. Worked closely with the accounting department to ensure proper reimbursement from insurance providers for claims filed. Delivered exceptional customer service, answering inquiries about claims status and guiding clients through the claims process. EMPLOYMENT HISTORY

CERTIFIED TAX PREPARER/ ASSISTANT MANAGER Aug 2022 - Aug 2024 Moran Agency Connecticut

INSURANCE CALL CENTER SPECIALIST/ REMOTE Oct 2024 - Dec 2024 Maximus New York City

CUSTOMER SERVICE REP. Jun 2018 - Mar 2020

Walmart New Jersey

Managed tax preparation operations, ensuring compliance with federal and state regulations while mentoring junior staff and resolving complex client tax issues.

Led team of tax professionals, streamlined office procedures, and maintained 99% accuracy rate while handling diverse tax situations and building client relationships.

Prepared and reviewed tax returns for individuals and small businesses, identified deduction opportunities, and implemented quality control measures to ensure accuracy.

Assisted manager with daily operations, scheduled client appointments, and created a welcoming environment while maintaining confidentiality of sensitive financial information. Handled customer inquiries at Maximus call center, providing timely solutions while maintaining exceptional service standards and demonstrating active listening skills. Resolved diverse customer insurance inquiries at Maximus call center, maintaining strict service standards while documenting interactions with precision in CRM systems.

Guided callers through complex insurance processes, providing clear explanations of policy details and claim procedures while ensuring empathetic customer support.

Delivered empathetic support to insurance clients, addressing concerns with patience while educating callers on policy details and claim procedures.

Analyzed caller needs through active listening techniques, identifying underlying issues to provide accurate insurance information and tailored solutions.

Assisted customers with inquiries, enhancing satisfaction and boosting repeat visits. Resolved customer complaints, improving store reputation and fostering loyalty. Managed checkout processes efficiently, reducing wait times and increasing throughput. Trained new staff on customer service protocols, ensuring consistent service quality. Collaborated with team to streamline operations, achieving measurable efficiency gains. CUSTOMER SERVICE SUPERVISOR Jul 2017

PLS FINANCIAL Boston

MEDICAL TRANSPORTATION DRIVER Aug 2024 - Present

M AND J TRANSPORTATION Massachusetts

ADMINISTRATIVE ASSISTANT Jun 2025 - Present

Agespan Lawrence, MA

EDUCATION

CERTIFIED TAX PREPARER

Connecticut, USA

HIGH SCHOOL

San Gabriel Dominican Republic

CERTIFIED NOTARY PUBLIC

Connecticut, USA

SKILLS

Project Management (Expert), Time Management (Expert), Financial Reporting (Expert), Tax Strategy (Expert), Client Relationship Management (Expert), Regulatory Compliance (Expert), Microsoft Office (Expert), Data Entry & Accuracy (Expert), Database Management (Expert), Client Engagement (Expert), Insurance Processing (Expert), Customer Service (Expert), Accounts Receivable Knowledge (Expert), Verbal and written communication (Expert), Bilingual, Attention to detail, Financial Analysis, Professionalism (Expert), Teamwork (Expert), HIPPA (Expert), Insurance Billing (Expert), Claims Processing (Expert), Scheduling (Expert), Problem-Solving (Expert), Active Listening, Efficient Call Handling, Invoicing & Payment Processing (Expert), Record keeping & Documentation (Expert), Compliance & Confidentiality (Expert),

LANGUAGES

English, Spanish.

Led customer service team at PLS FINANCIAL, resolving escalated issues and implementing quality assurance protocols that reduced complaint rates and enhanced client satisfaction. Monitored compliance with financial regulations while supervising customer interactions at PLS FINANCIAL, ensuring accurate information delivery and maintaining service standards. Managed team scheduling and resource allocation during peak financial seasons, maintaining service levels while balancing staff wellbeing and operational demands.

Ensure safe, timely transport of patients to medical appointments while maintaining detailed trip logs and adhering to strict safety protocols.

Provide compassionate assistance to patients with mobility challenges, creating a comfortable environment while navigating complex transportation routes.

Meticulously maintain vehicle cleanliness and functionality, document patient information accurately, and follow precise scheduling to optimize daily routes.

Work closely with healthcare facilities and dispatch team to coordinate seamless transportation services for patients with diverse medical needs.

Serve as a compassionate and professional point of contact for clients, families, volunteers, and community partners, ensuring timely responses and quality service.

Handle incoming communications, including phone calls, emails, and inquires ensuring professional responses. Facilitates communication between departments, enhancing team collaboration and project execution. Implements office protocols, streamlining processes and increasing productivity.

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