Audrey Santillan
Costa Mesa,CA
Summary
Dynamic Case Analyst with a proven track record at Optima Tax Relief LLC, excelling in case evaluation and compliance monitoring. Recognized for enhancing operational efficiency and delivering exceptional client service. Strong analytical mindset and effective communication skills drive successful tax resolution strategies, ensuring high client satisfaction and confidentiality.
Overview
14
14
years of professional experience
Work History
Case Analyst 3
Optima Tax Relief LLC
06.2017 - 01.2020
- Analyzed client cases to identify tax relief opportunities and compliance issues.
- Assisted clients in gathering necessary documentation for tax resolution processes.
- Collaborated with team members to streamline case review procedures, improving efficiency.
- Developed detailed reports summarizing case findings and recommended actions for management review.
- Conducted research on IRS regulations to ensure accurate case evaluations and recommendations.
- Maintained organized case files, ensuring all documentation met regulatory standards.
- Assessed needs of each client and recommended appropriate services and resources.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Created treatment or service plan meeting each client's individualized needs.
- Maintained strict confidentiality of all case information, adhering to company policies and ethical guidelines.
- Enhanced case resolution efficiency by streamlining data analysis and documentation processes.
- Performed audits on tax returns and provide timely recommendations per result of the audit.
Brand Sales Representative
Macys Department Store
10.2008 - 05.2017
- Engaged customers through product demonstrations and personalized shopping experiences.
- Assisted in inventory management, ensuring accurate stock levels and organization.
- Collaborated with team members to enhance merchandise presentation and visual displays.
- Provided exceptional customer service, resolving inquiries and enhancing satisfaction.
- Executed promotional events, driving brand awareness and customer engagement.
- Maintained knowledge of current trends and product offerings to inform customer choices.
- Supported sales initiatives by tracking performance metrics and analyzing customer feedback.
- Achieved consistent sales growth by identifying new opportunities and fostering long-term partnerships with key clients.
- Enhanced customer relationships through regular communication, in-person meetings, and presentations.
- Developed customized sales proposals to highlight unique value propositions for individual clients.
- Regularly exceeded sales targets by staying abreast of industry developments and adjusting strategies accordingly.
- Provided exceptional customer service by addressing issues promptly and professionally, ensuring high levels of satisfaction among clients.
- Increased brand awareness by developing and implementing strategic marketing plans.
- Coordinated trade show appearances for maximum brand exposure and lead generation opportunities.
- Established rapport with customers through active listening skills to better understand their needs and preferences.
- Maintained accurate records of client interactions, transactions, and market trends for data-driven decisionmaking.
- Generated leads through targeted prospecting efforts, resulting in a higher conversion rate.
- Performed cash, card, and check transactions to complete customer purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Teller
China Banking Corporation
07.2006 - 12.2007
- Processed customer transactions efficiently and accurately in high-volume banking environment.
- Assisted customers with account inquiries, providing exceptional service and support.
- Maintained cash drawer accuracy, ensuring compliance with banking regulations and policies.
- Collaborated with team members to streamline transaction processes, enhancing operational efficiency.
- Educated clients on bank products and services, fostering stronger customer relationships.
- Resolved customer complaints promptly, improving overall satisfaction and retention rates.
- Trained new staff on teller procedures and best practices, contributing to team effectiveness.
- Monitored daily transactions for discrepancies, ensuring adherence to security protocols and risk management standards.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Education
Bachelor of Science - Accounting And Finance
Ateneo De Davao University
Davao City, Philippines 04.2005
Skills
- Case evaluation
- Documentation review
- Ethical judgment
- Client interaction
- Compliance monitoring
- Records management
- Analytical mindset
- Investigative techniques
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
Languages
Tagalog
Native or Bilingual
English
Full Professional
Timeline
Case Analyst 3
Optima Tax Relief LLC
06.2017 - 01.2020
Brand Sales Representative
Macys Department Store
10.2008 - 05.2017
Teller
China Banking Corporation
07.2006 - 12.2007
Bachelor of Science - Accounting And Finance
Ateneo De Davao University