Gloria Quintana
Clovis,USA
Summary
Customer service representative with 20+ years of experience in high-volume call center, excelling in resolving customer inquiries and improving client satisfaction. Achieved an increase in customer retention through effective communication and problem-solving. Proficient in internal data software, Microsoft, Outlook, data entry, and conducting customer feedback analysis. Skilled in conflict resolution. Proven ability to increase satisfaction and handle difficult situations efficiently. Demonstrates strong analytical, communication, and teamwork skills, quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Bring positive attitude and commitment to continuous learning and growth.
Overview
35
35
years of professional experience
Work History
Tax Compliance Officer
Internal Revenue Service
11.2020 - 09.2025
- Assisted in preparing tax returns and required documentation for accurate submissions. Knowledge of tax regulations and compliance requirements to provide informed assistance. Collaborated with colleagues for greater efficiency and participated in special projects. Organized and maintained files related to tax submissions and client information. Managed caseloads efficiently, prioritizing high-risk cases for optimal results and maintained comprehensive records of all conducted audits, ensuring transparency and accountability. Staying up to date with changing tax laws, adapting to diverse approaches accordingly to ensure ongoing compliance. Prepared clear, concise reports detailing audit findings, recommendations for corrective actions, and proposed penalties when necessary. Always maintained composure in stressful situations, confrontations, interviews and record searches.
Customer Service Representative (Bilingual-Spanish)
Internal Revenue Service
11.2005 - 11.2020
- Provided accurate information regarding tax regulations and procedures to assist taxpayers effectively. Resolved complex inquiries through effective communication and problem-solving skills. Utilized IRS systems to track, manage, and update taxpayer accounts efficiently. Trained new team members on customer service protocols and IRS policies to enhance team performance. Implemented quality assurance measures to monitor calls and identify areas for improvement within the team’s performance. Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Data Entry Clerk/Tax Examiner
Internal Revenue Service
01.1992 - 11.2005
- Input data accurately into electronic databases to maintain data integrity. Review and verify incoming documents for completeness and accuracy. Manage file organization ensuring efficient retrieval of information. Train new staff on data entry procedures and best practices. Completed data entry tasks with accuracy and efficiency. Organized, sorted, and checked data against original documents. Sorted documents and maintained organized filing process. Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail. Maintained files, records and chronological entries of entry activities and used internal software to store and retrieve data. Also created spreadsheets for optimized record-keeping.
Office Assistant
Ito Packing
07.1990 - 01.1992
- Managed office supplies inventory, ensuring timely restocking and organization. Assisted in the preparation of reports, contributing to improved decision-making processes. Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace. Expedited document processing with accurate data entry and timely filing. Input tree fruit data into database and prepare corresponding spreadsheet.
Education
Office Assistant Program -
Fresno Adult School/FUSD
01.2026
Associate of Science Degree - Accounting
Fresno City College
Fresno, CA06.2021
Skills
- Bilingual-Spanish
- Effective communication
- Data entry
- Multitasking
- Typing
- Organizational growth
- Teamwork orientation
- Active listening
- Continuous learning attitude
- Critical thinking capacity
Timeline
Tax Compliance Officer
Internal Revenue Service
11.2020 - 09.2025
Customer Service Representative (Bilingual-Spanish)
Internal Revenue Service
11.2005 - 11.2020
Data Entry Clerk/Tax Examiner
Internal Revenue Service
01.1992 - 11.2005
Office Assistant
Ito Packing
07.1990 - 01.1992
Associate of Science Degree - Accounting
Fresno City College
Office Assistant Program -
Fresno Adult School/FUSD