Erika Yanez Montano
Bellevue
Summary
Dynamic professional with extensive experience at the Department of the Treasury, specializing in community advocacy and organizational efficiency. Resolved complex taxpayer disputes, significantly improving compliance and service delivery metrics. Achieved 171% of sales goals at Bank of America, showcasing strong critical thinking and mentorship capabilities.
Overview
22
22
years of professional experience
Work History
Case Advocate GS-0501-5 Step 1
Department of the Treasury, Internal Revenue Service
Omaha
05.2017 - Current
- Resolved complex disputes for high-profile taxpayer cases while maintaining confidentiality.
- Maintained comprehensive case documentation, enhancing compliance with TAS standards.
- Identified customer needs promptly to improve service delivery and taxpayer satisfaction.
- Educated taxpayers on rights and responsibilities to minimize future issues.
- Engaged in professional development to remain current on advocacy best practices.
- Provided exceptional support by addressing inquiries and efficiently resolving cases.
- Demonstrated strong organizational skills while managing multiple cases simultaneously.
- Prioritized tasks effectively by assessing urgency, resolving critical cases swiftly.
Personal Banker
JP Morgan Chase
Port Huron
04.2016 - 09.2016
- Help clients with everyday transactions, educating clients on usage technology self-service, branch operations managing cash devices
- Reconciling cash drawer
- Opening new accounts and helping with loan applications
- Counting and packaging currency
Personal Banker
Bank of America
Stockton
02.2013 - 04.2016
- Offering and selling financial products and Services (Checking and Savings accounts, credit cards, CDs,) Mortgage Loans and Investments to both consumer and small business customers in English and Spanish
- Achieved 171% of goal and 5% of market, consistently exceeded 100% of goal each quarter
- Community development efforts establishing good relationships with prestigious education institutions, creating a positive impression for the Bank
- Mortgage pipeline over a million dollars
In Store Co-Manager
US Bank
Omaha
02.2005 - 07.2009
- Monitored account sales and reported progress to branch management during check-ins.
- Provided customer service by answering phone inquiries from individuals and business owners.
- Executed vault teller responsibilities, ensuring secure handling of cash transactions.
- Utilized arithmetic skills for accurate counting of money and balancing cash drawers.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Trained, supervised, coached, evaluated, and motivated staff members.
- Ensured compliance with all company policies and procedures.
- Achieved or exceeded business plans on consistent basis by engaging employees in key processes.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Unemployment Claims Specialist
Nebraska Workforce Development
Omaha And Lincoln
02.2003 - 03.2006
- Conducted in-depth interviews with claimants to verify eligibility and collect essential information.
- Identified fraud cases through meticulous examination of claimant documents.
- Contributed to implementation of a system for processing non-citizen resident identification, enhancing accuracy and efficiency of verification.
- Conducted interviews with applicants, explaining the benefits process.
- Resolved discrepancies between claimant's reported income and employer's reported wages.
- Assisted in developing training materials for new staff members.
- Maintained positive working relationship with fellow staff and management.
- Conducted interviews with employers and claimants to collect relevant data for benefit determination purposes.
Education
Metropolitan Community College - English
Metropolitan Community College
Omaha, NEUNAM - Accounting
UNAM
Skills
- Organizational skills
- Critical thinking
- Time management
- Written communication
- Community advocacy
- Office management
- Mentorship
- Verbal and written communication
Languages
- English, Fluent Written and Spoken
- Spanish, Fluent Written and Spoken
Languages
Spanish
Professional
Timeline
Case Advocate GS-0501-5 Step 1
Department of the Treasury, Internal Revenue Service
05.2017 - Current
Personal Banker
JP Morgan Chase
04.2016 - 09.2016
Personal Banker
Bank of America
02.2013 - 04.2016
In Store Co-Manager
US Bank
02.2005 - 07.2009
Unemployment Claims Specialist
Nebraska Workforce Development
02.2003 - 03.2006
Metropolitan Community College - English
Metropolitan Community College
UNAM - Accounting
UNAM
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