Brenda Rivera
Fresno,CA
Summary
Results-driven manager with a proven track record in enhancing compliance processes and improving service delivery. Strong expertise in team leadership and decision-making, delivering impactful outcomes in staff management and policy implementation.
Overview
27
27
years of professional experience
Work History
Manager
IRS
Fresno, CA
10.2018 - 05.2026
- Led cross-functional teams to enhance compliance processes and improve service delivery.
- Developed strategies for efficient case resolution, streamlining workload distribution among staff.
- Implemented training programs that increased team knowledge on tax regulations and compliance standards.
- Analyzed operational data to identify trends, facilitating informed decision-making for resource allocation.
- Oversaw performance evaluations, providing constructive feedback to enhance team productivity and morale.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Client Service Representative
Bank of America
Fresno, CA
09.1999 - 11.2012
- Delivered exceptional customer service by resolving account inquiries and concerns efficiently.
- Assisted clients with banking transactions, ensuring accuracy and compliance with regulations.
- Collaborated with teams to streamline processes, enhancing overall client satisfaction levels.
- Trained new staff on customer service protocols and best practices for effective client engagement.
- Managed complex client interactions, providing tailored financial advice and support as needed.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
Education
High School Diploma -
Roosevelt High School
Fresno, CA06-1996
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Staff management
- Documentation and reporting
- Policy implementation
- Conflict resolution
Accomplishments
- Supervised team of 11 staff members.
Languages
Spanish
Limited Working
Timeline
Manager
IRS
10.2018 - 05.2026
Client Service Representative
Bank of America
09.1999 - 11.2012
High School Diploma -
Roosevelt High School