Erika Alvarez
Palm Springs,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Tax Technician I/II
California Department of Tax and Fee
10.2021 - Current
- Provide selected tax law information and routine advisory services to taxpayers and their representatives.
- Post entitlement changes to accounts such as returned mail, address changes, and account closures requests made by customer or when skip tracing leads to business no longer active.
- Complete assignments processed through the agency’s database, Centralized Revenue Opportunity System (CROS).
- Assist taxpayers with completion of tax returns and update their records using CROS in accordance to the department policies and procedures.
- Contact taxpayers on delinquent accounts to obtain payment plan information or amendments to be filed, explain penalties for non-compliance.
- Assist taxpayers in office and over the phone and use basic questioning techniques to help determine the needs of the taxpayer while providing exceptional customer service
- Respond to requests accordingly via online referral/pamphlets.
Call Center Customer Service Representative
EDD
03.2020 - 10.2021
- Determine claimant eligibility for State Disability Insurance (SDI) Program benefits.
- Conduct fact-finding interviews, respond to inquiries, and perform claim processing activities in accordance with laws, regulations, rules and policies.
- Educated customers about eligibility requirements, payment processing, overpayments, and policies and procedures.
- Provided prompt, accurate and courteous customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Attended telephone skills and program information training sessions to boost aptitude.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered prompt service to prioritize customer needs.
Registered Dental Assistant
Gentle Dental Providers
05.2010 - 03.2020
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Explained treatment procedures and instructed patients on home care guidelines.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
Education
Bachelor's degree - Business Administration
California State University
San Bernardino, CA12.2023
AA - Business Administration
College of The Desert
Palm Desert, CA12.2020
AS - Liberal Arts: Arts, Humanities and Communication
College of The Desert
Palm Desert, CA12.2020
Skills
- Bilingual (Spanish)
- Scheduling
- Management
- Microsoft Excel
- Dental office experience
- Eligibility Determinations
- High-Volume Environments
- Written and Oral Communications
- Call Center Operations
- Customer Correspondence
Timeline
Tax Technician I/II
California Department of Tax and Fee
10.2021 - Current
Call Center Customer Service Representative
EDD
03.2020 - 10.2021
Registered Dental Assistant
Gentle Dental Providers
05.2010 - 03.2020
Bachelor's degree - Business Administration
California State University
AA - Business Administration
College of The Desert
AS - Liberal Arts: Arts, Humanities and Communication
College of The Desert
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