Juan Garcia
TTLive Manager 1
Brownsville,Texas
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
Work History
Seasonal TurboTax Live Mgr 1, Non-Credential
Intuit, Inc
12.2022 - Current
- Managed a high performing team providing leadership and performance management consisting of front-line Tax Support and Tax Advice agents that provide guidance to customers utilizing audio/visual tools, who are completing their taxes in TurboTax Online or TurboTax Desktop
- Provided proactive and constructive engagement in a cross-functional team to drive customer satisfaction
- Fostered a team environment of collaboration, accountability, and continuous improvement
- Effectively lead, managed, and aligned team using Intuit Values
- Utilized various performance management applications to evaluate, identify, and coach performance, including payroll and scheduling
- Consulted with manager or higher-grade employees on unusual or complex issues.
Tax Associate-Bilingual
Intuit, Inc
12.2020 - 08.2022
- Provided live tax advice, support, and Full Service to TurboTax Customers
- Prepared, signed, and e-file tax returns for customers
- Collaborated with customers for missing tax forms or to clarify information on tax return for completeness
- Assisted customers who filed their own taxes with both product/software inquiries, as well as with tax questions and calculations
- Applied defined practices, procedures, and company policies to troubleshoot and resolve product and tax support customer inquiries
- Interacted with customers utilizing strong written and verbal skills as well as a deep customer empathy
- Provided expert guidance and explanations of tax and technical terms to our English and Spanish speaking customers
- Utilized audio/visual tools to communicate with customers
- Provided support in a call center environment working from home.
Health Insurance Agent
Teletech (TTEC) (Assurance)
06.2020 - 12.2020
- Provided customer service during Annual Enrollment Period (AEP)
- Assisted customers apply for a Medicare Advantage (MA) dental, and vision coverage
- Determined eligibility and qualifications for a Medicare Advantage Plans
- Applied defined practices, procedures, and company policies to determine eligibility and coverage based on customer’s health care needs
- Interacted with customers utilizing strong written and verbal skills as well as a deep customer empathy
- Provided expert guidance and explanations of coverage and benefits to our English and Spanish speaking customers
- Utilized audio tools to communicate with customers
- Provided support in a call center environment working from home.
Tax Support Specialist-Bilingual
Intuit, Inc
02.2020 - 05.2020
- Provided live tax support to TurboTax Customers
- Assisted customers who filed their own taxes with both product/software inquiries, as well as with tax questions and calculations
- Applied defined practices, procedures, and company policies to troubleshoot and resolve product and tax support customer inquiries
- Interacted with customers utilizing strong written and verbal skills as well as a deep customer empathy
- Provided expert guidance and explanations of tax and technical terms to our English and Spanish speaking customers
- Utilized audio/visual tools to communicate with customers
- Provided support in a call center environment working from home.
Self-employed/Student
06.2016 - 01.2020
- Performed a variety of side jobs which included administrative duties, construction work, tax consulting, and most recently Notary Public, E-notary, and Signing Services (Loan closings).
Office Manager
Liberty Income Tax
12.2015 - 05.2016
- Review financial records such as prior tax return forms, income statements and documentation of expenditures to determine forms needed to prepare each return for individuals and small businesses; interview clients to obtain additional information about taxable income, deductible expenses and allowances and occasionally verified totals on forms prepared by other employees to detect errors
- Managed a large group of employees
- Created daily reports such as work schedules, timecards, progress reports, and overall statistics
- Administered training as needed in reference to any tax updates
- Maintained and updated taxpayer files
- Collaborated with taxpayers in reference to what documents were needed to file federal and state returns
- Coached and developed employees to become more efficient to perform independently in striving for success and to improve employee performance
- Interviewed, hired, and trained employees
- Maintained a positive, outgoing, well-run income tax business focusing on great customer service, client retention and business to business marketing to attract new clients.
Tax Examining Technician
Internal Revenue Service
03.2015 - 06.2015
- Review and analyze internal documents including taxpayer returns using Internal Revenue Manual (IRM) and Job Aids to enter and correct tax account information
- Coded and edited entries to amend and complete records and referred questionable returns and documents to appropriate departments or staff to determine corrective action
- Processed individual and small business domestic 1040 returns
- Determined appropriate action, procedure, or transaction necessary to process cases using available resources, rules, and regulations
- Perfected tax documents and initiated research to correct missing or inaccurate account information
- Reviewed income sources such as W2s, 1099, filing statuses, and methods for reporting income, deductions, and credits
- Received and corresponded with taxpayers, their representatives, and third parties to gather, exchange, or clarify information for completeness and accuracy
- Consulted with manager or higher-grade employees on unusual or complex issues
- Compiled and maintained functional or assigned area records or reports to provide status of work.
General Clerk-1
Maximus
07.2013 - 02.2015
- Assist supervisors create DELTEK reports in their absence and when needed
- Enroll consumers into the marketplace for plan comparison and enrollment
- Maintained a secure floor policy in accordance with Standard Operating Procedures
- Provide general information about health care options to consumers and answer consumer’s concerns
- Interview consumers over the phone to obtain household member’s information and financial information about taxable income, deductibles, and any form of income that may be reported to the IRS to see what programs (Medicaid, Children’s Health Insurance Program, or lower cost on monthly premiums) they may be eligible for
- Provided referral to alternative assistance such as Community Health Centers or applying for an exemption for families and individuals
- Complied with the Health Insurance Portability and Accountability Act (HIPAA), Privacy Act requirements and maintained strict confidentiality of consumer’s personal identifiable information (PII)
- Appointed as Updates Officer by providing helpful tips and updates to other CSRs and providing assistance upon requests
- Assigned as POC (Point of Contact) during supervisor’s absence and submitted attendance reports to appropriate staff.
Tax Preparer Supervisor
Liberty Income Tax
12.2011 - 02.2013
- Review financial records such as prior tax return forms, income statements and documentation of expenditures to determine forms needed to prepare each return for individuals and small businesses; interview clients to obtain additional information about taxable income, deductible expenses and allowances and occasionally verified totals on forms prepared by other employees to detect errors
- Supervised and managed a large group of employees
- Created daily reports such as work schedules, timecards, progress reports, and overall statistics
- Administered training as needed in reference to any tax updates
- Coached and developed employees to become more efficient to perform independently in striving for success and to improve employee performance.
Police Officer
Town of Rancho Viejo Police Department
05.2012 - 10.2012
- Responded to citizen-initiated calls for service and conducted self-initiated investigations while patrolling a specific geographical area to deter criminal activity; responded to emergency calls without delay; directed traffic flow and rerouted traffic in case of emergencies; identified, collected, and preserved evidence, mediated domestic disputes; enforced state laws and local ordinances, and arrested suspected violators of the law
- Assisted Child Protective Services conduct follow-up investigations involving the welfare concern of children who have been victims of child endangerment, neglect, and abuse
- Prepared various reports and documents to complete investigations.
Program Monitor
GEO Group, Inc-Reality House
03.2010 - 07.2010
- Enforced strict federally mandated standards and compliance involving the health, welfare, security, and custody of federal detainees
- Frequently patrol federal building to observe individuals or groups to deter criminal activity to prevent the introduction and distribution of contraband within the building
- Conducted security sweeps to ensure windows and doors were properly closed and sealed
- Performed scheduled and random urinalysis testing, pat-downs, shakedowns, counts, or breathe tests to maintain control of residents, keep count of residents, and maintain control of the facility
- Organized and supervised residents cleaning detail to maintain facility cleanliness to adhere to facility's and contracting agency requirements of Federal Bureau of Prisons
- Prepared various reports and documented disciplinary actions for rule violation according to procedures to comply with contracting agency requirements and log accordingly.
Teaching Assistant
University of Texas at Brownsville
06.2007 - 05.2010
- Assisted 15 Government Professors including 3 Reading Developmental Professors with in-class instructions and out-of-class support; helped students to better understand the fundamental concepts and processes inherent in the topics they are studying; provide on-line and verbal feedback to the students, and assists the students in investigating their research project; attended and supported students in labs, configuration, exploration, and management of resources, helping students individually, and holding office hours; helped other students share and master information as a group; attended the course for which I was assigned and, in evening sessions, worked with students to review lecture notes, clarify text material, prepare for tests, and evaluate and improve learning strategies.
VA Work-Study
University of Texas at Brownsville
03.2007 - 05.2008
- Assisted over 150 Veterans with admissions and Free Application for Federal Student Aid (FAFSA) applications; assisted student with class registrations; advised students of payment and registration deadlines; assisted students fill out education benefits (G
- I
- Bill, VA Vocational, Texas Hazelwood Act applications, and Post 911); advised student of academic resources provided by the university (i.e
- Disability Office, tutoring services); conducted follow-ups to check student's academic standings.
Airman (E-3)
United States Navy
02.2002 - 02.2006
- Perform scheduled preventive maintenance tasks on electrical equipment, such as checking, cleaning, and repairing equipment to detect and prevent problems
- Performed 12 months of Master-At-Arms (MA) cross-training detail, and 3 years of Force Protection, which required not only force protection, but also enforcement to interdict the introduction and distribution of contraband and threats in and around ships; enforced other laws and regulation under the Uniformed Code of Military Justice.
Education
Bachelor of Science - Criminal Justice - Police Administration
University of Texas At Brownsville
Brownsville, Texas 05.2001 - 05.2009
High School Diploma -
Port Isabel High School
Port Isabel, Texas06.2001
Skills
Performance Management
undefinedVeterans Preference
10 points
Personal Information
Citizenship: US
Volunteer Experience
- Vice President, Fighting For Our Heroes Foundation – Texas Chapter, Brownsville, Texas, 78520, 09/2018-12/2022
- Chief Executive Officer, South Texas Afghanistan Iraq Veterans Association (STAIVA), Brownsville, Texas, 78520, 01/2018-09/2018
Timeline
Seasonal TurboTax Live Mgr 1, Non-Credential
Intuit, Inc
12.2022 - Current
Tax Associate-Bilingual
Intuit, Inc
12.2020 - 08.2022
Health Insurance Agent
Teletech (TTEC) (Assurance)
06.2020 - 12.2020
Tax Support Specialist-Bilingual
Intuit, Inc
02.2020 - 05.2020
Self-employed/Student
06.2016 - 01.2020
Office Manager
Liberty Income Tax
12.2015 - 05.2016
Tax Examining Technician
Internal Revenue Service
03.2015 - 06.2015
General Clerk-1
Maximus
07.2013 - 02.2015
Police Officer
Town of Rancho Viejo Police Department
05.2012 - 10.2012
Tax Preparer Supervisor
Liberty Income Tax
12.2011 - 02.2013
Program Monitor
GEO Group, Inc-Reality House
03.2010 - 07.2010
Teaching Assistant
University of Texas at Brownsville
06.2007 - 05.2010
VA Work-Study
University of Texas at Brownsville
03.2007 - 05.2008
Airman (E-3)
United States Navy
02.2002 - 02.2006
Bachelor of Science - Criminal Justice - Police Administration
University of Texas At Brownsville
05.2001 - 05.2009
High School Diploma -
Port Isabel High School
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