BENJAMIN E. SOTO
Arizona Department of Revenue
Phoenix,AZ
Overview
Administrative operations professional with strengths in records management, workflow coordination, and written communication. Brings hands-on experience reviewing account histories, preparing recommendations, supporting customer inquiries, and maintaining organized systems that help teams work efficiently and resolve issues within established guidelines.
14+
Years of experience
Work Preference
Education
Bachelor of Arts | Media Arts and Animation
The Art Institute of Phoenix | Phoenix, AZ
The Art Institute of Phoenix - Phoenix, AZ
- Graduated summa cum laude
Master of Fine Arts (M.F.A.)
University of Arizona | Tucson, AZ
University of Arizona - Tucson, AZ
- Completed more than 20 hours of community and volunteer work on murals in and around Tucson.
- Served as team leader for the S.T.A.R. Academy's Mosaic Art program.
- GPA: 3.70
Skills
Work History
01.2020 - Current6 Years 9 Months
Penalty Review Specialist II
Arizona Department of Revenue | Phoenix, AZ
- Review taxpayer accounts and penalty abatement requests for accuracy, completeness, and compliance with applicable statutes, rules, and department procedures.
- Analyze account histories, correspondence, filing records, and supporting documentation to identify optimal case resolutions.
- Research taxpayer circumstances and account activity to support consistent and well-documented determinations.
- Communicate complex tax and procedural information clearly to taxpayers and internal staff.
- Prepare comprehensive case notes, recommendations, and correspondence to ensure clarity and compliance.
- Identify discrepancies, missing information, and procedural issues to outline effective next steps.
- Oversaw various cases simultaneously to ensure timely processing and resolution. and competing priorities while maintaining attention to detail, accuracy, and established processing standards.
- Maintain accurate electronic records and documentation within department systems.
03.2018 - 01.20201 Year 10 Months
Loan Specialist
Wells Fargo | Phoenix, AZ
- Educated customers on loan terms, account details, payment requirements, and related procedures to enhance understanding and satisfaction.
- Explained complex financial details in clear, easy-to-understand language.
- Analyzed loan and account records for discrepancies, facilitating timely resolutions and compliance.
- Followed policies, procedures, and compliance requirements when handling sensitive financial information.
- Recorded customer interactions, account activity, and resolution steps accurately in internal systems.
- Researched account questions and resolved issues within established guidelines.
- Coordinated multiple account-related tasks, ensuring accuracy, confidentiality, and professional communication.
01.2018 - 11.201810 Months
Customer Service Representative
Consumer Cellular Incorporated | Tempe, AZ
- Delivered primary support to internal and external customers in a fast-paced environment, documenting interactions and resolutions effectively.
- Maintained accurate customer records and communicated product, service, and account information clearly.
- Utilized troubleshooting skills and established resolution procedures to evaluate problems and identify appropriate solutions.
- Contributed to team standards by providing constructive feedback, ensuring consistent service delivery.
- (original resume)
09.2016 - 02.20175 Months
Front End Manager
Target | Phoenix, AZ
- Supported daily store operations, ensuring customer service standards, transaction security, and efficient workflow coordination.
- Managed cashier schedules, breaks, and lane coverage throughout shifts.
- Coordinated staff coverage and prioritized daily tasks based on workload demands.
- Trained team members on POS registers and payment handling, enhancing guest service quality.
- Addressed and resolved guest concerns to enhance customer satisfaction and loyalty at service desk and checkout lanes.
- Monitored cash handling, till accuracy, and register compliance.
- Maintained organized work areas, monitored stock needs, and entered purchase requests.
11.2015 - 09.201610 Months
Night Clerk
CVS Health | Phoenix, AZ
- Processed overnight customer transactions at CVS Health pharmacy register, enhancing customer service experience.
- Processed transactions and assisted customers with questions and merchandise needs.
- Maintained organized work areas and replenished inventory to ensure smooth day-to-day store operations.
- Stocked front-store shelves with merchandise and seasonal products to optimize product availability for customers.
- Supported inventory, order fulfillment, and routine operational tasks.
10.2012 - 10.20153 Years
Manager of Customer Service
Walmart | Phoenix, AZ
- Supervised customer service operations to ensure consistent service standards in a high-volume environment.
- Developed employee schedules based on staffing levels and anticipated workload to meet business needs.
- Allocated tasks during high-traffic periods to keep operations organized and employees focused.
- Evaluated employee performance, corrected issues, and supported productivity goals.
- Monitored department conditions, identified operational issues, and coordinated corrective actions to resolve them.
- Streamlined daily operations and introduced procedures to maintain an organized, adequately stocked department.
- Recorded financial transactions and performed account reconciliations; supported cash-flow oversight, bookkeeping, and security.
Timeline
Penalty Review Specialist II
Arizona Department of Revenue
01.2020 - CurrentRead more
Loan Specialist
Wells Fargo
03.2018 - 01.2020Read more
Customer Service Representative
Consumer Cellular Incorporated
01.2018 - 11.2018Read more
Front End Manager
Target
09.2016 - 02.2017Read more
Night Clerk
CVS Health
11.2015 - 09.2016Read more
Manager of Customer Service
Walmart
10.2012 - 10.2015Read more
The Art Institute of Phoenix - Bachelor of Arts, Media Arts and Animation
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University of Arizona - Master of Fine Arts (M.F.A.),
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ADDITIONAL QUALIFICATIONS
- 10+ years of combined experience in government, financial services, retail operations, and administrative support.
- Experienced working with sensitive account information, detailed records, established procedures, and high-volume workloads.
- Strong written and verbal communication with an emphasis on clear documentation and accurate information.
- Adaptable and quick to learn new systems, processes, and subject matter.