Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Liliana Leal

Lake Forest,CA

Summary

Dynamic Customer Service and Administrative Professional with extensive experience in coordinating job sites and managing multiple priorities. Strong communicator focused on client relations and compliance with industry protocols, consistently delivering quality service and enhancing team productivity.

Overview

18
18
years of professional experience

Work History

Account Manager

Fakouri Electrical Engineering
Rancho Santa Margarita, USA
02.2025 - 01.2026
  • Coordinate job sites for regular maintenance
  • Follow up with customers via email
  • Organize daily tasks
  • On call 24/7 (when needed)

Customer Service Representative

Flood Pro
San Juan Capistrano, USA
01.2021 - 11.2023
  • Coordinated job sites for water and repair technicians, ensuring timely project completion.
  • Processed payments and maintained accurate billing records for property managers and homeowners.
  • Followed state and industry protocols, maintained organized archives, and ensured compliance with documentation requirements.

Case Manager

Optima Tax Relief
Santa Ana, USA
02.2017 - 01.2021
  • Managed a personal pipeline of client cases, handling both inbound and outbound calls to support tax resolution services.
  • Contacted the IRS to obtain account transcripts and prepared reports for clients with updated balances and case progress.
  • Explained IRS notices, uploaded and processed client documentation, and maintained detailed communication logs.
  • Provided cross-departmental support, assisting colleagues with case-related tasks to ensure timely and accurate resolutions.
  • Maintained compliance with company and federal procedures while delivering outstanding customer service and client satisfaction.

Customer Service Representative

National Customer Service
Irvine, USA
01.2008 - 01.2017
  • Resolved billing concerns and retained customers through empathetic and effective communication.
  • Maintained calmness and professionalism during stressful customer interactions, fostering positive customer experiences.
  • Handled high volume of customer calls for long-distance provider, ensuring timely resolution of inquiries.

Education

Pharmacy Technician Certificate -

CNI College
Orange, CA
01-2013

High School Diploma -

Century High School
Santa Ana, CA
01-2007

Skills

  • Account management
  • Customer relationship management
  • Client communications
  • Sales strategy development
  • Project management
  • Schedule management
  • Financial reporting
  • Data analysis
  • Compliance adherence
  • Job site coordination
  • Team collaboration
  • Conflict resolution

Languages

  • English, Fluent
  • Spanish, Fluent

Timeline

Account Manager

Fakouri Electrical Engineering
02.2025 - 01.2026

Customer Service Representative

Flood Pro
01.2021 - 11.2023

Case Manager

Optima Tax Relief
02.2017 - 01.2021

Customer Service Representative

National Customer Service
01.2008 - 01.2017

Pharmacy Technician Certificate -

CNI College

High School Diploma -

Century High School
Liliana Leal