Anizaida Santana
Carolina,PR
Summary
Hardworking employee enthusiastic about learning and accept challenges. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
23
23
years of professional experience
Work History
Customer Service Representative Bilingual
Internal Revenue Service, IRS
Caguas, PR
07.2024 - Current
- Communicates in English and Spanish with individual taxpayers, their representatives, professional stakeholders, and other government officials.
- Elicits sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
- Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
- Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.
- Using sophisticated interviewing techniques; the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them.
Multi-Language Sales Agent
Walt Disney World Resorts and Parks
Orlando, FL
05.2018 - 04.2024
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns
- Offered each customer top-notch, personal service to boost sales and customer satisfaction
- Assisted call-in customers with questions and orders
- Spoke to customers in native language to increase loyalty and establish relationships
- Provided offer information to guests and aligned products with guests needs to boost satisfaction.
Bookkeeper
Home Depot
St. Cloud, Florida
08.2015 - 12.2020
- Responsible for the daily documentation of sales and other records in the store
- Responsible for the successful operation of the cash management, administrative services and customer service functions
- Cash management includes administering all sales based cash management, accounting transactions and financial reporting for the store
- Responsible for order the cash for the store operation and make bank deposits
- Responsible for the daily back office processing and reporting of sales and other related financial and managerial records for the store
- Administrative services include printing/distributing reports and ensuring the proper functioning of computer hardware/software used in the store
- Maintain all adjustments to time clock.
Front Desk and Concierge
Walt Disney World Parks and Resorts
Orlando, Florida
08.2011 - 05.2018
- Responsible for Guest check-in and check-out procedures
- Responsible of prepare and fix Guest folio
- Maintaining cash banks and register balances, and handling Cash handling and computer skills are vital to the role
- Offer assistance with the Guest vacation, selling tickets, assisting Guest with Fast Passes, making dining reservations.
Hostess/Banker/Assigner
Trails End Rest
Walt Disney World Parks and Resorts, Orlando
05.2008 - 08.2011
- Responsible for welcoming and escorted guests to proper tables
- Responsible of supervised server balance and monitored table turnover to accurately seat customers and maximize table usage and minimize wait times
- Responsible of give the discount to servers and bar tenders on the POS
- Bank out servers, bartenders and cashiers at the end of their shifts and prepare daily reports and bank deposits.
Community Association Manager
Geniancy Management Services, Inc.
Carolina, Puerto Rico
02.2002 - 12.2006
- Responsible for implanting the decisions of the Board of Directors in running the day to day operations of the Association
- Provision of administrative, operational and managerial advice to the Association of Boards and residents
- Direct the enforcement of the community association rules and restrictions
- Assist board members in the selection of contractors and insurance providers
- Supervise and give directions to the association personnel
- Perform site inspections.
Community Association Manager
CMG Accounting and Property Management, Inc.
Carolina, Puerto Rico
- 02.2002
- Responsible for implanting the decisions of the Board of Directors in running the day to day operations of the Association
- Provision of administrative, operational and managerial advice to the Association of Boards and residents
- Direct the enforcement of the community association rules and restrictions
- Assist board members in the selection of contractors and insurance providers
- Supervise and give directions to the association personnel
- Perform site inspections.
Bookkeeper
Home Depot
St. Cloud, Florida
11.2007
- Responsible for the daily documentation of sales and other records in the store
- Responsible for the successful operation of the cash management, administrative services and customer service functions
- Cash management includes administering all sales based cash management, accounting transactions and financial reporting for the store
- Responsible for order the cash for the store operation and make bank deposits
- Responsible for the daily back office processing and reporting of sales and other related financial and managerial records for the store
- Administrative services include printing/distributing reports and ensuring the proper functioning of computer hardware/software used in the store
- Maintain all adjustments to time clock.
Education
Business Administration, Accounting -
Universidad Del Este
Carolina, Puerto Rico01.1995
Skills
- Account Servicing
- Credit and Debit Card Processing
- Cash Control
- Customer Service and Assistance
- Bilingual Spanish-English
- Microsoft Office
- Phone Etiquette
- Complaint resolution
- Call Management
- Data Entry
- Paperwork Processing
- Account updating
- Appointment Scheduling
- Information Security
- Data Collection
- Problem-solving abilities
- Document Control
- Account Management
- Complaint Handling
- Inbound and Outbound Calling
- Product Knowledge
- Scheduling
Languages
Spanish
Timeline
Customer Service Representative Bilingual
Internal Revenue Service, IRS
07.2024 - Current
Multi-Language Sales Agent
Walt Disney World Resorts and Parks
05.2018 - 04.2024
Bookkeeper
Home Depot
08.2015 - 12.2020
Front Desk and Concierge
Walt Disney World Parks and Resorts
08.2011 - 05.2018
Hostess/Banker/Assigner
Trails End Rest
05.2008 - 08.2011
Bookkeeper
Home Depot
11.2007
Community Association Manager
Geniancy Management Services, Inc.
02.2002 - 12.2006
Community Association Manager
CMG Accounting and Property Management, Inc.
- 02.2002
Business Administration, Accounting -
Universidad Del Este
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