Summary
Overview
Work History
Education
Skills
Languages
Timeline
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NUBIA SOTO OLIVAS

Brighton,CO

Summary

  • Tax Associate develops well-rounded tax foundation by preparing various tax returns, tax planning and special projects for tax engagements within variety of industry niches. Knowledgeable of tax laws related to all reporting entities and taxing authorities to prioritize and manage assignments of varying sizes and complexity within schedule and budget.
  • Proficient in Microsoft Office tools, tax compliance process software and tax research databases. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
  • Astute Call Center professional offering polished communication skills, brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player, experienced Customer Service Representative fluent in English and Spanish language.
  • Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Overview

13
13
years of professional experience

Work History

Seasonal Tax Associate (Remote)

Intuit-TurboTax
01.2021 - Current
  • Tax Associate responsible for taking inbound calls and chats, answering tax related questions and preparing returns both Federal and State
  • Keeping track of each return to take them to finish line and E-file as well as keeping customer updated during the preparation and answering questions along the way
  • Always providing excellent customer service experience to each customer.
  • Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
  • Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry and technical matters to remain current on tax legislation.
  • Completed and filed returns with tax departments at local, state and federal levels.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Facilitated communication between clients and tax authorities.

Call Center Customer Service Representative

Randstad
07.2020 - 11.2020
  • Customer Service Representative(remote)
  • Responsible for answering all inbound calls
  • Fast pace multi-tasker, helping consumer apply for health coverage in state of MD
  • Guiding every consumer on application process, answering questions regarding coverage and verification documents that need to be submitted, and providing outstanding customer service to every single caller.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Answered over 25 calls per shift to meet fast-paced call center demands.

Insurance Customer Service Representative

Best Decision Services
Denver, CO
01.2017 - 05.2019
  • Responsible for taking payments over the phone or in person, answering all inbound calls, and outbound calls every day to remind customers of upcoming payments or renewals, setting up Auto-payments
  • Responsible for creating a file for each customer in office and in the Software
  • Uploading documents, making copies, downloading and saving all policies into a computer file
  • Taking phone calls with questions running them thru with Agent and getting back to customers with answers.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
  • Documented customer contact in Salesforce to maintain record of customer interactions and elevate quality of service.
  • Maintained current product knowledge to meet customer needs and increase sales.
  • Verified and updated customer contact details in Salesforce to build and maintain accurate customer database.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.

Tax Associate

Best Decision Services
Denver, CO
01.2012 - 04.2018
  • Prepared taxes for customers
  • Individual Personal taxes, small business taxes and S-
  • Corp (small corporations)
  • Helped in all small businesses bookkeeping by data entry based out of businesses bank accounts
  • Worked as a team member to provide the highest level of service to all customers
  • Made informational calls with the IRS
  • Providing Information and answering questions over the phone or in person
  • Responsible for helping customers set up payment arrangements with IRS and State.
  • Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
  • Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure.
  • Delivered comprehensive tax documentation required for accurate individual and corporate returns.
  • Completed and filed returns with tax departments at local, state and federal levels.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
  • Offered clients recommendations to reduce tax liabilities.
  • Facilitated communication between clients and tax authorities.
  • Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
  • Prepared US, multistate tax returns for business clients.

Retail Sales/Customer Advocate

Lex cell Wireless
Denver, CO
11.2015 - 02.2016
  • Informed Customers about sales and promotions in a friendly and engaging manner
  • Earned reputation for exceeding sales goals
  • Achieved high sales, developed empathetic client relationships
  • Promoting benefits of new technology
  • Worked as a team member, performed cashier duties opening and closing cash drawers, cash handling.

Manager/ Office Administrator

JM Painting Colorado LLC
Denver, CO
04.2014 - 11.2015
  • Managed the reception area, answering inbound phone calls, emails, mail, attending visitors and customers
  • Maintained electronic and paper files
  • Was the center point of contact for all customers and subcontractors
  • Created PowerPoint presentations, organized files, developed spreadsheets, contracts, invoices
  • Arranged staff meetings and scheduled customer appointments and quotes
  • Worked every day with Microsoft
  • Word, Excel, PowerPoint, QuickBooks, Emails, and social media.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Arranged corporate and office conferences for company employees and guests.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Sales Associate

Payless Shoe Source
Denver, CO
08.2010 - 09.2011
  • Received and processed cash and credit payments
  • Opened and closed stores including counting cash, opening and closing cash registers and making bank deposits
  • Maintained friendly and professional customer interactions, showing and suggesting all items providing a great customer experience for all customers
  • Performed high sales and met all store and individual goals.

Education

High School Diploma -

John F. Kennedy High School

Skills

  • Active Listening
  • Tax Form Completion
  • Complex Information Translation
  • Intuit TurboTax
  • Drake Software
  • Client Records Review
  • Client Tax Services
  • Detailed Documentation
  • Critical Thinking
  • Deductible Expense Identification
  • Client Invoicing
  • Adjustments and Deductions
  • Confidential Data Protection
  • Individual Tax Returns
  • Tax Return Preparation
  • Administrative Support
  • Document Preparation
  • Government Regulations
  • Data Input
  • Customer Inquiries
  • Tax-Related Research
  • Electronic Filing Software
  • Product Knowledge
  • IRS Correspondence
  • Due Diligence
  • Client Support
  • Customer Interaction
  • Customer Satisfaction
  • POS Systems and Ordering Platforms
  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Call Documentation
  • Customer Account Management

Languages

Spanish
Native or Bilingual

Timeline

Seasonal Tax Associate (Remote)

Intuit-TurboTax
01.2021 - Current

Call Center Customer Service Representative

Randstad
07.2020 - 11.2020

Insurance Customer Service Representative

Best Decision Services
01.2017 - 05.2019

Retail Sales/Customer Advocate

Lex cell Wireless
11.2015 - 02.2016

Manager/ Office Administrator

JM Painting Colorado LLC
04.2014 - 11.2015

Tax Associate

Best Decision Services
01.2012 - 04.2018

Sales Associate

Payless Shoe Source
08.2010 - 09.2011

High School Diploma -

John F. Kennedy High School

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