Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lucia G. Marines

Houston,Texas

Summary

Bi-lingual Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Senior Tax Specialist / Office Leader

HRB TECHNOLOGY LLC
HOUSTON, Texas
11.2015 - Current
  • Prepare Income tax returns for high-volume office, book of business is over 400 clients, answer phones, schedule appointments, answer client questions in person and phone, verify documents in relation to tax preparation, follow government regulations regarding ethics and laws.
  • Conduct interviews with clients in person and ensure highest confidentiality regarding documents.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Offered clients recommendations to reduce tax liabilities.
  • Prepared written responses or tax return amendments to resolve state and federal notices.

Customer Service Representative Agent

Maximus Federal Services IRS CONTRACT
HOUSTON, TX
06.2020 - 12.2021
  • Handled over 150 calls per day, Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Recorded information to account.

Customer Service Representative

KFORCE FEDERAL SERVICES FEMA CONTRACT
HOUSTON, TX
03.2020 - 06.2020
  • Resolved customer concerns, Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of over 150 customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Office Manager /Tax Preparer

H&R Block
Houston, Texas
01.2009 - 01.2014
  • Prepared schedules, approved time and attendance, prepared marketing reports, budgeting reports, attended weekly meetings to discuss progress
  • Prepare Income tax returns for high-volume office, answer phones, schedule appointments, answer client questions in person and over phone, verify documents in relation to tax preparation, follow government regulations regarding ethics and laws
  • Conduct interviews with clients in person and ensure highest confidentiality regarding documents.

Education

Bachelor of Arts - Humanities, Speech

University of Houston - Downtown
127 Hours Houston, TX

Skills

  • Compliance Monitoring
  • Calm and Professional Under Pressure
  • Call Documentation
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Responding to Difficult Customers

Timeline

Customer Service Representative Agent

Maximus Federal Services IRS CONTRACT
06.2020 - 12.2021

Customer Service Representative

KFORCE FEDERAL SERVICES FEMA CONTRACT
03.2020 - 06.2020

Senior Tax Specialist / Office Leader

HRB TECHNOLOGY LLC
11.2015 - Current

Office Manager /Tax Preparer

H&R Block
01.2009 - 01.2014

Bachelor of Arts - Humanities, Speech

University of Houston - Downtown

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Lucia G. Marines