Giselle Luna-Baez
Corona
Summary
Taxpayer Services Specialist with 10 years of experience in assisting New York State taxpayers with compliance and resolution. Expertise in training and mentoring new hires, resulting in improved team performance and service quality. Strong work ethic and adaptability, with a proven ability to work independently and quickly learn new skills.
Overview
17
17
years of professional experience
Work History
Taxpayer Services Specialist 1
NYS Department of Taxation and Finance
New York
09.2015 - Current
- Knowledge of tax law is required to perform job duties.
- Conduct office and field work independently in relation to the collection of taxes on behalf of NYS for both business and personal cases.
- Maintain a level of professionalism when dealing with the general public, in person and via phone.
- Utilize various resources made available by the department for investigative purposes.
- Managed sensitive taxpayer data while ensuring confidentiality and security compliance.
- Documented customer interactions accurately within the organization's database system.
- Identified customer needs and provided appropriate solutions to meet their requirements.
- Work independently to resolve cases in both an in-person and remote environment.
- Assist taxpayers with inquiries, and provide clear information and resolution options.
- Assisted in training new staff on departmental procedures and customer service protocols.
Motor Vehicle Representative
NYS Department of Motor Vehicles
New York
08.2012 - 09.2015
- Acquire knowledge of all policies and procedures required to perform job duties
- Provide Customer Service to high volume of customers on a daily basis in a timely and efficient manner
- Maintain a level of professionalism when dealing with the general public.
- Process NYS licenses, permits, vehicle registrations, and enforcement transactions daily
- Administer learner permit examinations
- Examine official documents for authenticity
Pricing Specialist/Supervisor
Gap Inc.
College Point
11.2008 - 08.2012
- Supervise and delegate responsibilities to all store associates
- Key holder (Responsible for opening/closing retail location)
- Responsible for all the signage and marketing of the business
- Assist in the training of new hires.
- Cash handler
- Submit Payroll
Education
Bachelor of Science Degree - Jamaica, NY
St. Johns University, Tobin College of Business
Jamaica, NY05.2009
Skills
- Bilingual proficiency in English and Spanish
- Verbal and written communication
- Customer service expertise
- Time management
- Training and mentoring
- Interpersonal skills
- Independent work ability
- Computer proficiency
Coursework
- Finance
- Entrepreneurship & Small Business
- Industrial and Personnel Psychology
- Writing for Business
- Moral/Ethical Dimensions of Business
- Public Speaking
- Administrative & Organizational Behavior
- Production and Operations Management
- Managerial Strategy and Policy
- Decision Support Systems
- Management and the External Environment
Timeline
Taxpayer Services Specialist 1
NYS Department of Taxation and Finance
09.2015 - Current
Motor Vehicle Representative
NYS Department of Motor Vehicles
08.2012 - 09.2015
Pricing Specialist/Supervisor
Gap Inc.
11.2008 - 08.2012
Bachelor of Science Degree - Jamaica, NY
St. Johns University, Tobin College of Business