Leah Guerra
Clayton,NC
Summary
Accomplished in enhancing client satisfaction and streamlining operations, tenure at H&R Block Tax Services showcases the ability to solve complex problems and mentor teams for peak performance. Expert in tax preparation and financial analysis, possess strong analytical skills complemented by advanced proficiency in Microsoft Office—approach results in increased positive productivity and client loyalty—a hardworking and passionate job seeker with strong organizational skills. Eager to secure a banking associate position where expanding many years of customer service expertise and notary skills are well utilized. Ready to help the team achieve company goals.
Overview
32
32
years of professional experience
Work History
Customer Service Coordinator, Senior Tax Analyst
H&R Block Tax Services
12.2004 - 04.2024
- Responded to customer needs utilizing competent customer service and prompt problem-solving skills.
- Completed data entry tasks with accuracy and efficiency by thoroughly reviewing information/documentation for accuracy prior to input. Correcting errors preventing later record retention issues.
- Operated cash register for multiple payment transactions securely and with excellent accuracy levels minimizing discrepancies.
- Maintained files, records and chronologies of entry activities.
- Coordinated weekly supply order processing. Assisted in associate schedules to ensure timely delivery of services and products to meet our clients needs.
- Increased productivity through effective multitasking, prioritizing diverse workloads according to deadlines.
- Helped large volume of customers daily staying positive and focused.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for clients.
- Mentored team members, fostering a positive work environment and boosting overall team performance.
- Developed relationships with clients, maintaining loyalty and repeat business through personalized attention and support.
- Actively listened to team members and customers, handling concerns quickly and escalated any major issues to supervisor.
- Regularly mentored fellow associates on performance-oriented strategies and customer service techniques.
- Provided assistance with various tasks whenever necessary.
- Reduced tax liabilities for clients through effective trainings, tax research, tax planning strategies and analytical skills.
- Maintained confidentiality of sensitive client information while adhering to strict ethical standards throughout all aspects of work history section job duties.
- Enhanced tax compliance by accurately preparing and filing federal, and state tax returns for clients.
- Recommended financial solutions in relation to tax implications.
- Managed weekly inventory reports, restocked and organized office and housekeeping supplies.
Ticket Sales Agent, Payment Processor
North Carolina State Fair
10.2022 - 10.2023
- Implemented new sales, generating increased revenue.
- Contributed to successful sales by communicating with operations staff regarding venue capacity and requirements.
- Resolved customer complaints professionally, applying empathy and practical problem-solving skills.
- Ticket sales increased due to proactively engaging with customers and providing exceptional service.
- Performed multiple payment processing to complete customer purchases. Handling cash with high accuracy by checking for fraud. Using the POS system to process payments and issue receipts.
Data Entry and 10-Key Specialist, Record Retention
Office Team-Robert Half
02.2016 - 04.2017
- Followed all company policies and procedures to deliver accurate high-quality work.
- Completed time-sensitive data entry requests while reducing errors by meticulously updating file information.
- Reduced errors in data entry by meticulously reviewing files for accuracy, and authenticity.
- Expedited document processing with thorough and accurate data entry/10-key entry and timely filing.
- Attended training programs to deepen professional skillset on existing and new trainings.
Record Retention Specialist, Bank Teller Assistant
Kelly Services
10.2003 - 08.2008
- Followed all company policies and procedures to ensure the delivery of high-quality work.
- Developed professional and client relationships through consistent communication and attentive service.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Collaborated with co-workers and internal department leaders to accurately record client/customer file data.
- Reconciled cash drawers accurately and resolved discrepancies at shift end, maintaining accurate financial records.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times. Providing customer records, account statements, and copies of checks.
- Operating data entry and 10-key entry processes to enter data quickly and efficiently.
Credit Analyst
American Express
09.2006 - 03.2007
- Assessed credit risk and analyzed financial statements.
- Assessed and analyzed customer data such as financials to determine client credit risk level involved for extending credit.
- Ensured compliance with company policies and procedures, and regulatory requirements through diligent documentation of all customer credit files.
- Reviewed and negotiated payments, payment plans, and loan terms with current and delinquent customers.
- Processed payments using multiple payment methods. Using the system to process electronic payments and issue digital receipts when requested.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
Additional Employment Experiences
Multiple Organizations
04.1992 - Current
- Customer Service Professional
- Cashier
- Starbucks Barista
- Home Healthcare Aide
- Babysitter
- Telemarketer
- Sales Associate
- Basic Entry-level bookkeeper
- Secretary/Receptionist
- Tax Preparation Services
- Special Needs Bus Driver Assistant
- Medical Assisting Student Intern
- Basic Entry-level Marketing & related studies
- Notary Public Services
- Food Services Professional
- Office, Retail, & Food Service Supervisor/Manager
Education
Certificates - Tax & Employee Yearly Training
H&R Block Tax Associate Training & Recertification
Arizona & North Carolina12.2024
Notary Public Certification - Notary Public
Wake Technical Community College
Raleigh, NC06.2018
Bachelor of Arts - Elementary Education
East Carolina University
Greenville, NC05.2022
Skills
- Document Preparation
- Calendar and File Management
- Basic and Advanced Mathematical Calculations for Tax Preparation
- Advanced proficiency in written, electronic, digital and verbal communications
- Computer: Google Docs, Google Drive, Microsoft Office Products: Word/Works/Office/Teams/Excel/PowerPoint, Windows Series 95 - 11, Windows Mobile
- Strong analytical skills and adeptness at interpreting data for decisive decision-making
Languages
Spanish
Limited Working
Timeline
Ticket Sales Agent, Payment Processor
North Carolina State Fair
10.2022 - 10.2023
Data Entry and 10-Key Specialist, Record Retention
Office Team-Robert Half
02.2016 - 04.2017
Credit Analyst
American Express
09.2006 - 03.2007
Customer Service Coordinator, Senior Tax Analyst
H&R Block Tax Services
12.2004 - 04.2024
Record Retention Specialist, Bank Teller Assistant
Kelly Services
10.2003 - 08.2008
Additional Employment Experiences
Multiple Organizations
04.1992 - Current
Certificates - Tax & Employee Yearly Training
H&R Block Tax Associate Training & Recertification
Notary Public Certification - Notary Public
Wake Technical Community College
Bachelor of Arts - Elementary Education
East Carolina University
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