Cesar Garay
Tax Support Specialist
Chandler,AZ
Summary
Focused Tax Support Specialist conducting face-to-face tax interviews. History of going above and beyond to exceed expectations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Highly communicative Payroll Specialist promoting more than 5 years of expertise in auditing payroll data and processing garnishments. An action-oriented professional with skills in ADP processing and Salesforce, WorkDay, & many others. Offering talents in cultivating lasting relationships, resolving issues quickly and identifying mistakes on time sheets. Enthusiastic professional with a background spent processing multi-state and global payrolls. A hardworking Payroll Specialist focused on maintaining company policies and procedures while promoting a vast knowledge of tax and wage regulations. Enthusiastic Training Facilitator dedicated to helping employees become more productive and successful. Focused on maximizing quality and service standards with hands-on support. Looking to bring 3 years of experience to a challenging new role.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Tax Support Specialist
OneSource Virtual, Inc
Chandler, AZ
04.2022 - Current
- Perform root cause analysis and create innovative solutions to continue to drive service quality and advancement of the delivery model
- Act as a technical resource with respect to systems, processes, procedures and compliance
- Provide monthly training support on Workday, internal systems and product/customer issues
- Successfully completed new hire tax training
- Proactively seek out problematic processes, procedures, and technical issues and assist in creating/implementing innovative solutions
- Assist OSV in complying with regulations and payment processing in order to limit potential financial exposure to customers and OSV
- Create, author, review, train and revise process documentation and content by obtaining feedback on processes and procedures and collaborating with business partners.
Customer Tax Specialist
OSV OneSource Virtual, Inc
Tempe, AZ
11.2020 - 03.2022
- Ensure communication channels with all customers remain open, including email, cases, calls, and onsite visits
- Prioritize and schedule customer calls with appropriate parties
- Handle escalated customer issues and reach out for contact
- Frequently communicate with customers to resolve agency notice cases, funding questions, collections/refunds, activate/inactivate tax jurisdictions, and assist with recouping/refunding funds on uncompleted payrolls
- Communicate and manage applications for EINs, validate EINs, and reject “applied for status.”
- Coordinate with internal amendments team by providing amendment checklist and reassigning ticket to their queue when amendment is needed
- Oversee assigned customers’ tax-related cases (notices and general inquiries) to ensure KPI and SLAs are met
- Communicate and educate customers on funding portal, tax portal, stock options, and estimated tax payments
- Conduct quarter review of customer’s filings to ensure 100% accuracy
- Grant access to tax portal for customers
- Coordinate with internal OSV teams to ensure customers receive 100% satisfaction
- Occasional travel must attend training, on-site customer meetings, and industry seminars.
Service Specialist PEO
Oasis Paychex
Tempe, AZ
02.2019 - 11.2020
- As Service Specialist PEO, provide customer service for one or more Paychex Products
- Primary role is to build and maintain good customer relations while answering their claims and concerns effectively by Paychex policies and procedures and identify opportunities for process improvement with Paychex systems and software packages such as HRI, Salesforce, Flex, Core Advanced, and ORS.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Managed payroll for organization of 50 + personnel
Account Manager II
ADP
Tempe, AZ
08.2017 - 12.2018
- Account manager role at ADP is tasked with providing unique experience for our clients
- We strove for every interaction to be driven by our core values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Drive, and Social Responsibility
- The role is responsible for escalation management, oversight, problem-solving, and resolution coordination
- We have assisted with trend analysis, reporting, education, and training
- Supported client retention, references, and overall client satisfaction
- Created, maintained, and managed cases to improve clients’ experience, ensuring each client has a unique model per client and company needs
- Utilized excellent communication and presentation skills to recognize opportunities and identify solutions
- Effectively troubleshot, replicated, and developed workarounds as needed
- Demonstrated sound judgment, negotiating, and organization skills to liaise with other departments to promptly resolve each task
- Proactively handled and identified potential issues with transparency and accountability
- Set reasonable expectations for our clients and de-escalate challenging situations
- Drove total client satisfaction by delivering a seamless and unified experience in partnership with other ADP Business Units and 3rd party partners.
Client Support Specialist III
ADP
Tempe, AZ
03.2016 - 08.2017
- As a client support specialist level III, we were in charge of the top 5% of clients
- Our main task was to support high revenue clients’ different payroll and HR concerns and provide prompt and thorough responses to all types of service inquiries
- Provided support to application users, including instructions, navigation, troubleshooting, maintenance, and evaluation to determine alternative solutions—mentored new hires on the phones to ensure world-class service delivery and proper use of the system applications
- Finally, our focus was on building a solid partnership and utilizing excellent relationship management skills to ensure optimal client satisfaction.
- Used ECH, Salesforce, ADP to prepare and submit database statistics, graphs and charts to accurately track financial movements
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
National Appointment Coordinator
EDMC
Chandler, AZ
06.2015 - 04.2016
- Assessed customer needs and responded to customer emails and calls.
- Scheduled appointments for customers in person or over telephone.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Acted as first point of contact and set appointments for prospective clients.
- Promoted increased sales through outgoing calls demonstrating excellent product knowledge.
- Established and maintained client rapport by utilizing quality customer service.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students
Senior Guest Supervisor
Target, Retail Service
Tempe, AZ
08.2013 - 05.2015
- Primary duty is to delegate our team members about new trends
- Partner with appropriate team leads and coaching specialists to develop quick solutions
- They volunteered at multiple community events
- Managed a group of people, allocated work to ensure deadlines were met and followed up with the leader.
Customer Care Representative
Health Care Scouts
Tempe, AZ
02.2012 - 12.2013
- Triage inbound calls gathering information, selecting appropriate triage guidelines, care advice based on database protocols and department policies and procedures
- Provide clinical information and education for inbound calls
- Medicare and Medicaid are proficient with knowledge of states laws
- Assist by determining degree level, if life-threatening, connects to nurse and calls 911 while nursing is treating members.
Bilingual Customer
Isagenix International
Chandler, AZ
01.2010 - 01.2012
- Customer service resolves issues gather, and provide information
- Support business growth and understand company’s policies and procedures
- Educate members of business side and expert in all products and service, answering questions about any specific product
- Volunteering and Extra Curriculum
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers
- Facilitated Will Call orders and completed accurate to meet aggressive deadlines
Education
Master of Business Administration - Project Management and Strategic Human Resource Management
Grand Canyon University
Phoenix, AZ 05.2016 - 03.2018
Bachelor of Science - Business, Global Management
University of Phoenix
Tempe, AZ 01.2012 - 11.2015
Skills
ECH, WorkDay, TaxEx Salesforce
IRS correspondence
Tax law compliance
Year-end tax provision proficiency
Payroll familiarity
Tax reporting
Local, state and federal tax returns
Tax code knowledge
Account Reconciliation
Business process re-engineering
Project planning and development
Advanced problem solving
Technical Support
Systems Design Documentation
Strategic planning
Analytical and Critical Thinking
Timeline
Tax Support Specialist
OneSource Virtual, Inc
04.2022 - Current
Customer Tax Specialist
OSV OneSource Virtual, Inc
11.2020 - 03.2022
Service Specialist PEO
Oasis Paychex
02.2019 - 11.2020
Account Manager II
ADP
08.2017 - 12.2018
Master of Business Administration - Project Management and Strategic Human Resource Management
Grand Canyon University
05.2016 - 03.2018
Client Support Specialist III
ADP
03.2016 - 08.2017
National Appointment Coordinator
EDMC
06.2015 - 04.2016
Senior Guest Supervisor
Target, Retail Service
08.2013 - 05.2015
Customer Care Representative
Health Care Scouts
02.2012 - 12.2013
Bachelor of Science - Business, Global Management
University of Phoenix
01.2012 - 11.2015
Bilingual Customer
Isagenix International
01.2010 - 01.2012