Liz Rosa-Ramos
Albany,NY
Summary
Results-driven Manager specializing in tax compliance, client management, and workflow optimization. Enhanced team performance through targeted training and mentoring, while effectively monitoring staff and delivering software training. Balanced team performance with customer service goals, driving productivity and ensuring efficient tax preparation processes.
Overview
7
7
years of professional experience
Work History
Manager
H&r Block
Albany, New York
12.2023 - Current
- Led team in providing quality tax preparation services to clients.
- Managed scheduling and workflow, enhancing staff efficiency during peak seasons.
- Trained new employees on tax software and customer service protocols.
- Ensured compliance with federal and state tax laws during client interactions to mitigate risks.
- Observed staff performance to identify areas for improvement.
- Coached and mentored team members, improving their job performance and confidence.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
Team Leader
Dunkin' Donuts
Albany, New York
08.2019 - 07.2025
- Supervised daily operations to enhance service delivery and maintain product quality.
- Trained new team members on customer service standards and operational procedures.
- Managed inventory by tracking stock levels and placing timely orders to prevent shortages.
- Addressed customer inquiries and resolved complaints effectively and promptly.
- Coordinated team schedules to align staffing with peak service times and maintain operational efficiency.
Home Health CNA
Our Lady Of Mercy Life Center
Albany, New York
02.2021 - 03.2023
- Monitored vital signs and reported changes to nursing staff promptly.
- Supported patients in daily living activities and personal hygiene to enhance comfort and dignity.
- Provided assistance with personal hygiene needs, including shaving and grooming, to maintain patients' self-esteem and well-being.
- Ensured cleanliness and organization of patient living areas and equipment to promote a safe environment.
- Documented patient care activities accurately in medical records system.
Education
High School Diploma -
Kcapa High School
Philadelphia, PA06-2012
Skills
- Client management
- Staff performance monitoring
- Tax compliance
- Budget management
- Workflow optimization
- Software training
Languages
English
Professional
Spanish
Professional
Timeline
Manager
H&r Block
12.2023 - Current
Home Health CNA
Our Lady Of Mercy Life Center
02.2021 - 03.2023
Team Leader
Dunkin' Donuts
08.2019 - 07.2025
High School Diploma -
Kcapa High School