Jonathan Santana
Denton,TX
Summary
Detail-oriented professional with extensive experience in customer service, tax compliance, payroll systems, and team management. Bilingual in English and Spanish, skilled at resolving complex issues and streamlining processes for efficiency. Proven expertise in training teams, managing payroll, and ensuring compliance.
Eager to transition into Human Resources, where I can apply my skills in employee relations, training, and process improvement to support positive work environments and organizational growth.
Overview
4
4
years of professional experience
Work History
Care Tax Expert
Toast
05.2024 - Current
- Facilitated communication between clients and IRS or state tax agencies, resolving discrepancies and ensuring accurate filings.
- Follow up with the client to explain the issue that have occurred, and educate them on how to avoid the same issue from happening in the future.
- Update changes to clients' accounts, such as rates, FEINs, business names, and tax accounts in Toast Payroll and ADP MasterTax systems.
- Assist clients in granting Toast and third-party administrator access to their tax accounts.
- Analyzed financial records to verify accuracy of tax returns.
- Collaborated with colleagues to develop best practices for efficient and effective tax preparation.
- Awarded Care LOV Honors in Q3 2024: Peer recognition of merit based on demonstration of company values.
Senior Amendment Tax Specialist
Paycom Payroll LLC
01.2022 - 05.2024
- Proficient in communicating relevant information over the phone to gain information involving client taxes, issues with clients’ tax accounts, and States new regulations
- Specialist corresponds with a variety of federal, State, and local government agencies, ensuring laws, accurate filings and precise payments are met for the client
- Performed at a 90%-100% on weekly metrics by closing 20 amendment tickets involving: State, Local, and Federal taxes
- Collaborate with specialists in filing, tax issues, adjustments, payroll specialist, and amendments to solve complex tickets
- Train new hires in software’s used for researching, documenting, and finding/ utilizing resources to complete Tax tickets
- Developed instructions, powerpoint, and presented in order to give the best training experience
- Cross-train in different departments to improve companies work-flows, and back-log
- Led a team of 8 specialists in the absence of the team leader, ensuring continuity of operations and effective task management.
- Conduct research to resolve discrepancies arising from payments and refunds
- Assist manager in variety of task: one-on-one coaching with specialist, expedited tickets, conducting deep dive research in complex tickets, presenting in large groups, rolling out new process in team meetings
- Actively contributed to fostering a positive and inclusive workplace environment by participating in the company's Culture Committee, helping to plan and organize team-building events, employee engagement initiatives, and cultural awareness activities.
Administration Assistant
Date Health Care Services
03.2021 - 07.2021
- Received and optimally respond up to 35-50 service inquiries a day with timely, accurate, and professional replies while managing multiple contact channels and dynamic work
- Processed, monitored, and collected medical claims
- Save up to $4,000 in revenue monthly by correcting claim errors
- Collaborated with Office Management, Administrative Assistants, Therapists, and Insurance Representatives to improve patients’ needs, services, and issues
- Delivered exceptional customer service in both English and Spanish, ensuring clear communication, resolving issues efficiently, and enhancing customer satisfaction across diverse client needs.
Education
Bachelor of Arts - Integrative Studies
University of North Texas
Denton, TX05.2020
Associate of Science -
Collin College
McKinney, TX05-2017
Skills
- Client Services
- Adaptability
- Teamwork
- Leadership Skills
- Planning
- Customer Service Focus
- Problem Management
- Fluent in Spanish
- Presenting
- Coaching & Developing
- Cross train
- Collaborating
- Adobe Software
- Excel
- Microsoft Suite
- Medical Billing
- Google Suite
- Medical Software
- JIRA Software
- Salesforce
- Workday
- Zoom
- MasterTax
Awarded Care LOV Honors in Q3 2024
Peer recognition of merit based on demonstration of company values.
Languages
Spanish
Native or Bilingual
Timeline
Care Tax Expert
Toast
05.2024 - Current
Senior Amendment Tax Specialist
Paycom Payroll LLC
01.2022 - 05.2024
Administration Assistant
Date Health Care Services
03.2021 - 07.2021
Bachelor of Arts - Integrative Studies
University of North Texas
Associate of Science -
Collin College
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