Gloriela Reyna

Examine and process income tax returns using FTB systems and applications.
Perform necessary adjustments or corrections to taxpayer accounts, to post
returns/payments. Correspond with internal and external customers through
letters and/or telephone to expedite processing. Determine and take appropriate
action to refer correspondence/returns/payments/calls to other
sections/bureaus/divisions. Validate and/or review all necessary tax forms to
ensure accurate processing of income tax returns. Apply all applicable policies and
procedures when processing correspondence, returns, and payment. Resolve
technical questions and ensure procedures are followed. Provide input for updating
procedure manuals and assist with the development of procedures for
implementation of new workloads. Review work to ensure quality and communicate
any issues/findings with Supervisor. Attend meetings and or coordinate with other
units/sections to provide updates on workloads, policies, and procedures. Act as a
technical expert for trouble shooting and annual changes. Assist with the formal
training of new staff, including on the job and coordinate training schedule.

CR&R Specialist, assisting the Appeals Analysts with their most complex and sensitive
appeals and escalations cases, researched, and worked with California Healthcare
Eligibility, Enrollment, and Retention System (CalHEERS) partners to resolve defects,
and created and delivered targeted training material for the branch. Reports relative to
hearings, appeals, & escalations, and will be expected to utilize Microsoft Excel to
analyze data and create visual reports. As part of the CR&R Branch, you will have the
opportunity to work directly with senior staff and high-level management to provide your
input and recommendations on system and procedural improvements which help keep
the program moving forward in a positive direction.

• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.
• Worked different stations to provide optimal coverage and meet production goals.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Built strong relationships with customers through positive attitude and attentive response.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Promoted high standards through personal example to help each member understand expected behavior and standards.
• Held weekly team meetings to inform team members on company news and updates.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.