Gloria Yuen
Queens,NY
Summary
Experienced with financial transactions, customer service, and banking operations. Utilizes strong communication and problem-solving skills to enhance customer experiences and streamline processes. Track record of maintaining accuracy, efficiency, and reliability in dynamic banking environment.
Overview
17
17
years of professional experience
Work History
Lead Vault Custodian
Citizens Financial Group, Inc.
02.2022 - Current
- Monitor customer feedback with average of 85% or greater to identify areas of improvement in customer experience.
- Assist customers with banking needs and inquiries.
- Reconcile branch reports and general ledger accounts to identify unusual transactions, fraud and accounting errors.
- Maintain strict confidentiality of bank records and client information.
Accounts Receivable/Income Tax Preparer
Juda Kallus, EA
03.2022 - 12.2024
- Prepare written responses or tax return amendments to resolve state and federal notices.
- Communicate with clients regarding tax situations, providing guidance on financial decisions.
- Manage accounts receivable and payable, ensuring timely processing of invoices and payments.
Senior Customer Service Specialist
HSBC Finance Corporation
09.2017 - 02.2022
- Improve customer satisfaction by providing efficient and accurate transaction processing.
- Educate customers on use of banking website and mobile apps.
- Identify sales opportunities and referred customers to branch partners in financial services.
Tax Intern
Elliott R. Alwais, CPA
11.2021 - 01.2022
- Collate returns with proper forms and schedules
- Draft tax correspondences referencing IRS/NYS notices
- Prepare write ups on bank statements to generate P&L
- Organize client tax documents to facilitate quick preparation of tax returns.
Data Entry Intern
Kyriacos Chris Skevas CPA, PLLC
02.2021 - 05.2021
- Compile monthly journal entries and invoices into general ledger system
- Complete balance sheet reconciliations, P&L statements
Front Office Assistant
Hello World Communications
11.2018 - 01.2021
- Review bank statements and compute tax related expenses for business owner
- Utilize office management software to record and track customer information.
Operations Supervisor
UNIQLO
10.2012 - 09.2017
- Coach cashier team members on checkout procedures to maximize customer satisfaction.
- Reduce shrinkage with diligent monitoring of cash handling procedures and audits.
- Collaborate with store management to implement promotional strategies to boost sales.
Health Administrative Intern
Visiting Nurse Service Of New York
07.2008 - 08.2008
- Create an effective filing system for patient records, increasing ease of access and overall efficiency.
- Support financial operations by accurately processing billing information, insurance claims, and payment transactions for patients' accounts.
Education
Accountancy/ Finance
Hunter College of The City University of New York
Manhattan, NYSkills
Technical
- Accounting tax software (Lacerte, TaxSlayer Pro, Hub, Slack, Peachtree/ Sage 50)
- CRM systems
- Branch Operations (Fiserv, HOST, One-Servicing, CSS)
Soft
- Problem-solving
- Conflict resolution
- Adaptability
- Creativity
- Time management
Affiliations
- New York Society of CPAs (NYSSCPA)
- American Institute of CPAs (AICPA)
Volunteer Work
Tax Volunteer (VITA) from Dec- April (2015 & '16), Jan (2025- present)
- IRS certifications ( Basic, Advanced, Intake/Interview and Quality Review, Volunteer Standards of Conduct)
- On-site quality review of tax returns
- Assist on tax-related inquiries during service hours
TCS Marathon - Citizens
- Cheer zone
- Accompany colleagues on promoting company sponsor activities
Timeline
Accounts Receivable/Income Tax Preparer
Juda Kallus, EA
03.2022 - 12.2024
Lead Vault Custodian
Citizens Financial Group, Inc.
02.2022 - Current
Tax Intern
Elliott R. Alwais, CPA
11.2021 - 01.2022
Data Entry Intern
Kyriacos Chris Skevas CPA, PLLC
02.2021 - 05.2021
Front Office Assistant
Hello World Communications
11.2018 - 01.2021
Senior Customer Service Specialist
HSBC Finance Corporation
09.2017 - 02.2022
Operations Supervisor
UNIQLO
10.2012 - 09.2017
Health Administrative Intern
Visiting Nurse Service Of New York
07.2008 - 08.2008
Accountancy/ Finance
Hunter College of The City University of New York
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