Kabrina Gonzales
Buena Park,USA
Summary
- Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Case worker
Alleviate Tax
Irvine, USA
07.2025 - Current
- Managed pipeline of 300 clients, ensuring timely service delivery and compliance
- Reviewed IRS notices with clients to clarify necessary actions and expedite case processing
- Coordinated heavy call volume and scheduled appointments to facilitate case progression
- Conducted follow-up check-ins with clients every two weeks to ensure satisfaction and address concerns
- Managed to de escalate clients from canceling services
- Initiated outbound calls to clients to gather required tax documents and ensure compliance with IRS regulations
- Expert understanding WI & AT Transcripts
- Possessed extensive knowledge of the logics system for efficient operations.
- Conducted thorough case reviews before transferring to tax preparation team for final review
SENIOR TAX PREP CASE MANAGER
Guardian Tax
Irvine, USA
07.2024 - 07.2025
- Handled escalated client cases to save case and keep client from canceling
- Reviewed notices with clients ensuring if action or expedite was needed
- Resolved escalated client cases, retaining clients and preventing cancellations
- Accessed IRS and pulled THS % WI transcripts so current on clients cases
- Reviewed reports from IRS with clients and explained notices received, improving client understanding and compliance
- Maintained detailed documentation of all cases, ensuring accurate progress notes and assessment results for 500 clients
- Maintained 500 cases and follow-up every 2 weeks
- Managed appointment coverage for team members to ensure all client meetings were attended.
- Preterm cases after 100 days with attempts and no communication
- Helped team members on pulling reports and also training knowing how to understand what to request on wage and income transcripts
- Worked closely with managers on daily tasks
- Promoted additional services to clients during consultations
- Reviewed IRS reports with clients, clarifying notices and enhancing compliance understanding
- Developed and implemented tailored case management plans for team members to address specific statuses
- Built positive working relationships with department managers through effective communication and client pipeline management
- Recognized by management for providing exceptional customer service, contributing to high client retention rates and leading the department
RESOLUTION CASE MANAGER
Guardian Tax
Irvine, USA
01.2025 - 03.2025
- Reviewed supporting docs and financials to determine if ready for Financial and E.A review
- Prioritizing R.O cases to be carefully monitored and followed up on weekly
- Identified strategies for clients to optimize disposable income based on financial assessments
- Collaborated with E.A.s to secure favorable rulings on liability and hardship programs for eligible clients
- Identified opportunities for clients to reduce their disposable income
- Recommended methods for improving processes related to taxation matters.
- Provided technical advice to clients regarding complex transactions involving taxation.
- Reviewed year-end closing entries related to taxes for accuracy and completeness.
- Reviewed client notices to clarify their contents and implications. with the clients to assure them what the notice meant
Senior Tax Prep Case Manager
Legal Tax Defense
Tustin, USA
02.2024 - 06.2024
- Proactively communicated with clients via calls and emails to gather necessary tax documents, ensuring timely case preparation
- Managed daily tracking of all open tax cases to ensure timely processing
- Scheduled biweekly follow-up check-ins to track case progress and enhance client engagement
- Requested THS reports on cases to confirm status and compliance
- Trained new hires for tax preparation
- Gathered additional information for dependents being claimed and IP PIN
- Managed numerous escalated cases to ensure resolution and client satisfaction
Case Manager
OCAPICA
Garden Grove, USA
04.2019 - 10.2022
- Assisted clients with service eligibility screening and intake application processing
- Assisted with walk-ins and screened clients for service eligibility, increasing access to resources
- Processed intake applications and scheduled appointments, streamlining client onboarding
- Reviewed files for yearly audit and assisted clients, ensuring compliance and readiness
- Reviewed client files for yearly audit preparation, ensuring compliance and readiness
- Reviewed client files for yearly audit preparation
- Organized client information through spreadsheet and file management, enhancing audit readiness
- Managed inbound and outbound client communications, streamlining document retrieval process
- Worked directly one on one with each client to place them at a worksite
- Facilitated workshops on resume writing and job applications for creating resume and applying for jobs
- Built relationships with clients
- Developed strong relationships with clients to enhance support and trust with clients
Program Assistant
OCAPICA
Garden Grove, USA
01.2017 - 03.2019
- Handled high volume of inbound calls
- Managed high volume of inbound calls, ensuring efficient client support
- Scheduled appointments for managers for intake process & follow-ups.
- Audited files to ensure all documents were accurately organized and compliant
- Audited files making sure all documents in order
- Created new files when processed a new enrollment
- Developed detailed spreadsheets for data management
- Facilitated de-escalation discussions with clients to address concerns
- Supplied clients with resources for additional services, enhancing their access to support
- Completed workshops with clients if manager was not available
Skills
- IRS Documentation Review
- Case management
- Administrative and data entry skill
- Organizational skills
- Analytical thinking
- Communication and customer service skill
- Strong Leadership skill
- Client relationship building
- Attention to detail on accuracy
- Problem-solving abilities
Certification
- C-TEC LICENSE
- Active PTIN
Timeline
Case worker
Alleviate Tax
07.2025 - Current
RESOLUTION CASE MANAGER
Guardian Tax
01.2025 - 03.2025
SENIOR TAX PREP CASE MANAGER
Guardian Tax
07.2024 - 07.2025
Senior Tax Prep Case Manager
Legal Tax Defense
02.2024 - 06.2024
Case Manager
OCAPICA
04.2019 - 10.2022
Program Assistant
OCAPICA
01.2017 - 03.2019