KATHLEEN FIGUEROA
Tucson,AZ
Summary
Dedicated Administrative Professional experienced in Customer Service, Human Resources, and Management. Delivered exceptional customer service through strong interpersonal skills and a commitment to addressing concerns effectively. Focused on enhancing customer satisfaction and driving positive outcomes to contribute to organizational success.
Overview
1
1
year of post-secondary education
16
16
years of professional experience
Work History
Tax Associate
HR Block
Tucson, AZ
11.2025 - 04.2026
- Prepare and file accurate tax documents, including individual income tax returns.
- Conduct face-to-face or virtual interviews to gather comprehensive tax data for accurate filings.
- Provide comprehensive support during IRS audits, ensuring client compliance and reducing potential penalties.
- Enhance client retention by offering tailored financial products based on individual client needs.
- Collaborated with team members to support office priorities and initiatives. through teamwork.
Client Service Professional
HR Block
Tucson, AZ
01.2025 - 04.2025
- Functioned as front office ambassador, improving client experience through proactive engagement.
- Handle high-volume calls, processing payments, balance books daily, prepare bank deposits, manage office.
- Assessing and identifying clients' tax situation to determine appropriate tax professional.
- Provided administrative support to enhance office efficiency.
- Managed high-volume calls, processed payments, balanced books daily, prepared bank deposits, and coordinated office operations.
- Completed H&R Block Income Tax Course for 2024/2025, earning certification as Tax Professional.
Technical & Warranty Service Representative
Alorica for COSTCO
Tucson, AZ
09.2023 - 07.2024
- Provided troubleshooting and setup assistance for televisions, electronics, computers, printers, and major appliances to enhance member experience over the phone and chat.
- Diagnosed product issues to confirm warranty eligibility and facilitated repair/exchange processes, ensuring compliance with manufacturer warranties.
- Listened actively and resolved issues while upholding high service standards, demonstrating composure under pressure.
- Create internal knowledge base articles and document customer interactions, system errors, application issues.
Fraud Specialist
Alorica for B of A Fraud
Tucson, AZ
03.2023 - 09.2023
- Investigates high-risk accounts and complex fraud cases, including debit card, ATM, check, and wire transfer fraud.
- Guided clients through fraud verification and provided updates on account and claim status during inbound calls.
- Conducts research on fraud trends, such as account takeovers and identity theft.
- Recorded findings in bank systems while ensuring compliance with financial regulations (e.g., AML).
- Researched fraud trends, including account takeovers and identity theft, to inform prevention strategies.
Seasonal Tax Expert
Sitel for Intuit Payroll on Line & Turbo Tax
Tucson, AZ
12.2022 - 03.2023
- Managed regular pay cycles, ensuring accurate calculation of gross-to-net wages, overtime, and commissions.
- Updated employee records in software, maintaining accuracy of tax exemptions, address changes, and deductions.
- Updated employee records in payroll software, ensuring accuracy of tax exemptions, address changes, and deductions. (tax exemptions, address changes, deductions) in software.
- Comparing payroll data against general ledger and bank records.
- Set up payroll business accounts to enhance online software usability for clients.
- Achieved high accuracy in numerical data entry, ensuring compliance with payroll regulations.
Customer Solutions Rep
Alorica for Capital One
Tucson, AZ
01.2022 - 12.2022
- Assisted customers with inquiries about credit card accounts, enhancing customer understanding.
- Guide customers through online applications and educate them on account benefits.
- Answering customer calls and inquiries regarding credit card accounts.
- Maintain accurate records of customer interactions.
- Navigate multiple computer systems simultaneously to provide accurate information.
- Adhere to all data privacy and security protocols while handling sensitive information.
Store Office Associate
Bob's Furniture
Tucson, AZ
08.2021 - 02.2022
- Created sales orders and customer accounts, processed payments and financing contracts to streamline transactions.
- Answer incoming calls, assist customers with customer accounts, and product availability and schedule deliveries.
- Process incoming inventory orders for store pick ups, prepare pick up orders for warehouse staff, notify customers order is available for pick up.
- Coordinated daily pick up schedule for timely customer service.
- Maintain all open orders and communicate status with customers and finance company.
- Balanced cash drawer and completed bank deposits per company policy, ensuring accurate financial reporting.
Customer Care Rep
VXI - Bob's Furniture
Tucson, AZ
08.2019 - 05.2020
- Handled escalated and high-level concerns, providing exceptional service via telephone, email, and chat.
- Actively listen to customers to analyze and resolve issues regarding furniture quality or service.
- Operated in a hybrid capacity (e.g., Team Support, Email Support), ensuring compliance with company policies and procedures.
- Worked in hybrid roles, providing support via multiple channels. (e.g., Team Support, E-mail Support) while adhering to company policies and procedures.
- Collaborated with teams, offered feedback for process improvements, and supported training initiatives.
Leasing Consultant Specialist
Equilibrium
Tucson, AZ
07.2018 - 12.2018
- Screened applications and determined eligibility for rental agreements in accordance with company policies.
- Establish good working relationships with community housing agencies.
- Research and compile the fair market rental rates and amenities.
- Built partnerships with community housing agencies to enhance collaboration.
ProSeries Connect Rep
Intuit
Tucson, AZ
01.2018 - 04.2018
- Utilized software instructions to prepare income taxes using ProSeries Connect Software.
- Resolved income tax return inquiries and filing procedures according to IRS regulations.
- Followed IRS and state guidelines for tax compliance.
Customer Service Rep
GC Services
Tucson, AZ
07.2015 - 08.2016
- Managed defaulted federal student loan accounts to facilitate repayment resolution.
- Investigated and contacted delinquent account owners to recover outstanding debts.
- Determined eligibility for new loan programs and completed new loan contracts to support financial assistance.
Owner Operator
KC Marketing AZ
Tucson, AZ
10.2012 - 04.2015
- Owned and managed a successful small Call Center Marketing and Advertising business.
- Managed administrative, human resources, bookkeeping, and payroll functions.
- Acquired new client accounts by implementing targeted marketing strategies. and marketed products while selling advertising ad space.
- Oversaw graphic arts processing and approvals, designed display layout.
Owner/ Operator
Star Kettle Corn
Tucson, AZ
12.2010 - 04.2015
- Owned and operated successful kettle corn business.
- Researched and secured event bookings, ensuring compliance with licensing and insurance requirements.
- Managed HR functions to ensure effective hiring, training, and supervision of employees.
- Prepare & distribute employee payroll.
- Oversaw and organized inventory management processes.
Assistant Manager
Love Marketing
Tucson, AZ
10.2010 - 10.2012
- Launched new call center at men's ADOC facility, expanding service capabilities.
- Managed 3 call center locations, hired and trained staff.
- Coordinated project closing calendar and assigned staff to ensure timely project completion.
- Finalized project documentation and submitted them to the graphic department.
- Established new vendor accounts to enhance supply chain efficiency.
Education
HR Block Income Tax Course - Tax Associate
HR Block Income Tax Courses - Tax Associate
Real Estate Investing Certification -
Renatus
Public Manager Certification -
Cochise College
Douglas, AZ 08.1994 - 05.1995
Diploma -
Bisbee High
Bisbee, AZTimeline
Tax Associate
HR Block
11.2025 - 04.2026
Client Service Professional
HR Block
01.2025 - 04.2025
Technical & Warranty Service Representative
Alorica for COSTCO
09.2023 - 07.2024
Fraud Specialist
Alorica for B of A Fraud
03.2023 - 09.2023
Seasonal Tax Expert
Sitel for Intuit Payroll on Line & Turbo Tax
12.2022 - 03.2023
Customer Solutions Rep
Alorica for Capital One
01.2022 - 12.2022
Store Office Associate
Bob's Furniture
08.2021 - 02.2022
Customer Care Rep
VXI - Bob's Furniture
08.2019 - 05.2020
Leasing Consultant Specialist
Equilibrium
07.2018 - 12.2018
ProSeries Connect Rep
Intuit
01.2018 - 04.2018
Customer Service Rep
GC Services
07.2015 - 08.2016
Owner Operator
KC Marketing AZ
10.2012 - 04.2015
Owner/ Operator
Star Kettle Corn
12.2010 - 04.2015
Assistant Manager
Love Marketing
10.2010 - 10.2012
Public Manager Certification -
Cochise College
08.1994 - 05.1995
HR Block Income Tax Course - Tax Associate
HR Block Income Tax Courses - Tax Associate
Real Estate Investing Certification -
Renatus
Diploma -
Bisbee High