Betty Ciemnoczolowski
Omaha,NE
Summary
Dynamic Master Tax Advisor & Enrolled Agent at H&R Block, recognized for maintaining a 90%+ Net Promoter Score and achieving exceptional client retention. Expert in Salesforce CRM and conflict resolution, with a proven track record in training and mentoring, delivering outstanding customer satisfaction in fast-paced environments.
Overview
30
30
years of professional experience
Work History
Master Tax Advisor & Enrolled Agent
H&R Block
Omaha, NE
01.1995 - Current
- Prepared 500–600 tax returns annually, including complex returns (K-1s, broker statements, rentals, farms).
- Maintained 90%+ Net Promoter Score (NPS) over 3 consecutive years.
- Achieved 80%+ client retention through excellent customer rapport and personalized service.
- Instructed various tax courses including Investment Income, Rental Property, and Farm Returns.
- Contributed to audit and summer teams; selected for deep-skill assignments.
Universal Senior Agent
PayPal
Omaha, NE
06.2018 - 06.2024
- Served as a multi-product expert, supporting PayPal, Venmo, and Payflow customer channels.
- Created Salesforce opportunities, conducted pricing reviews, and maintained strong SLA adherence.
- Trained new agents, delivered feedback, and participated in quality assurance initiatives.
- Consistently earned recognition for customer satisfaction and internal leadership.
- Handled escalated and complex customer inquiries with professionalism and care.
- Managed business customer accounts, built rapport, and ensured client satisfaction across multiple support channels.
- Resolved critical complaints and identified long-term solutions to recurring service issues.
- Maintained expert-level knowledge of PayPal products, services, and compliance protocols.
- Analyzed customer service trends to suggest and implement process improvements.
- Mentored and coached junior agents to improve individual and team performance.
- Maintained accurate records of customer interactions using Salesforce and internal systems.
- Communicated clearly with customers, cross-functional teams, and leadership.
Payflow Senior Agent
PayPal
Omaha, NE
04.2014 - 06.2018
- Specialized in third-party credit card processing systems (Payflow); provided advanced technical support.
- Resolved merchant processing issues and escalations through Salesforce and internal ticketing systems.
- Recognized for detailed documentation, issue tracking, and account follow-up.
- Managed business customer accounts, built rapport, and ensured client satisfaction across multiple support channels.
- Resolved critical complaints and identified long-term solutions to recurring service issues.
- Maintained expert-level knowledge of PayPal products, services, and compliance protocols.
- Analyzed customer service trends to suggest and implement process improvements.
- Mentored and coached junior agents to improve individual and team performance.
- Maintained accurate records of customer interactions using Salesforce and internal systems.
- Communicated clearly with customers, cross-functional teams, and leadership.
Business Support Senior Agent
PayPal
Omaha, NE
09.2008 - 04.2014
- Provided Tier 2 support for business customers; handled complex escalations and policy exceptions.
- Mentored frontline agents, shared best practices, and contributed to training programs.
- Collaborated cross-functionally with Risk, Compliance, and Pricing teams to resolve issues efficiently.
- Managed business customer accounts, built rapport, and ensured client satisfaction across multiple support channels.
- Resolved critical complaints and identified long-term solutions to recurring service issues.
- Maintained expert-level knowledge of PayPal products, services, and compliance protocols.
- Analyzed customer service trends to suggest and implement process improvements.
- Mentored and coached junior agents to improve individual and team performance.
- Maintained accurate records of customer interactions using Salesforce and internal systems.
- Communicated clearly with customers, cross-functional teams, and leadership.
Business Support Agent
PayPal
Omaha, NE
02.2005 - 10.2005
- Handled daily inbound customer service inquiries, assisting small business clients with PayPal account setup and transactions.
- Gained foundational experience using internal systems and knowledge base tools.
Education
Bachelor of Arts - Advertising
University of Nebraska
Lincoln, NE05-1988
Skills
- Customer Communication
- Remote Work Expertise
- Salesforce CRM & Case Management
- Client Retention & Satisfaction
- Cross-functional Collaboration
- Training & Mentoring
- Conflict Resolution
- Financial Services Knowledge
- Quality Assurance & Feedback Delivery
Timeline
Universal Senior Agent
PayPal
06.2018 - 06.2024
Payflow Senior Agent
PayPal
04.2014 - 06.2018
Business Support Senior Agent
PayPal
09.2008 - 04.2014
Business Support Agent
PayPal
02.2005 - 10.2005
Master Tax Advisor & Enrolled Agent
H&R Block
01.1995 - Current
Bachelor of Arts - Advertising
University of Nebraska
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