Myrna Durich
H&R Block
California,CA
2
Languages
7
years of professional experience
Bilingual Customer Success professional with 8 years of international experience in building client relationships and enhancing operational efficiency across the U.S. and Brazil. Manages multimillion-dollar portfolios, supports customers throughout the lifecycle, and coordinates cross-functional teams. Expertise in Customer Success, Account Management, and Project Coordination. Fluent in English and Portuguese.
Work History
Customer Service Specialist
5 Months- Delivered exceptional customer experiences in a high-volume tax preparation office, ensuring seamless support throughout the customer journey.
- Managed inbound and outbound customer communications, coordinating scheduling, inquiries, appointment confirmations, and service support.
- Acted as the primary liaison between clients and tax preparers, facilitating timely communication and an outstanding customer experience.
- Resolved customer concerns efficiently, improving client satisfaction through proactive communication and follow-up.
- Resolved customer concerns efficiently, enhancing client satisfaction through proactive communication and timely follow-up.
- Maintained accurate client records in internal systems, ensuring compliance and documentation accuracy for seamless service continuity.
- Collaborated with Tax Preparers and office staff to improve workflow efficiency during peak tax season.
Facilities & Office Operations Assistant
8 Months- Facilitated internal customer support for facilities-related requests as the primary point of contact for employees.
- Coordinated maintenance requests, vendor communications, and office operations, ensuring seamless business activities.
- Coordinated meeting logistics, facility inspections, inventory management, and administrative operations.
- Oversaw incoming and outgoing correspondence, ensuring accurate distribution and timely processing to support operational efficiency.
- Oversaw incoming and outgoing correspondence, ensuring accurate distribution and timely processing.
- Enhanced communication and operational workflows for cross-functional teams, facilitating collaboration and promoting alignment.
Warehouse Operations Leader
1 Year 6 Months- Supervised daily warehouse operations supporting high-volume Amazon fulfillment activities while maintaining operational excellence.
- Coordinated workforce scheduling and staffing plans, enhancing productivity and service levels.
- Generated operational reports tracking performance metrics, enabling informed leadership decisions.
- Collaborated with logistics teams, vendors, and internal stakeholders to streamline workflow and enhance customer delivery.
- Supported office administration, reporting, inventory control, and process improvement initiatives.
Account Executive | Customer Success & Business Development
3 Years 9 Months- Increased client portfolio by more than 100% within one year, generating approximately USD 400K in new business revenue.
- Managed a USD 5.2 million portfolio of strategic corporate accounts, ensuring long-term customer satisfaction and business growth.
- Built trusted relationships with executive stakeholders as primary point of contact throughout customer lifecycle, enhancing customer engagement and loyalty.
- Consulted with clients to understand business needs and recommend customized technology solutions aligned with organizational goals.
- Developed commercial proposals and participated in contract negotiations, facilitating successful project implementation that aligned with client objectives.
- Coordinated cross-functional teams during project planning, execution, and delivery, consistently exceeding customer expectations and improving satisfaction.
- Monitored project milestones, proactively resolved client concerns, and maintained high customer retention through continuous follow-up.
- Led a USD 300K Business Process Management (BPM) and Robotic Process Automation (RPA) implementation project, improving customer operations and business efficiency.
- Conducted market analysis, identified growth opportunities, and prepared executive reports supporting strategic business decisions.
Education
Bachelor of Science - Economics
English Exchange Program - English Language
Skills
Customer Service Experience
Customer service
Client management
Customer lifecycle
Account management
Sales strategy
Business operations
Cross-functional collaboration
Project coordination
Stakeholder management
Problem resolution
Business development
Process improvement
CRM software
Data Management
Data Visualization
Data Analysis
Google Workspace
SAP ECC
SAP HANA
Performance Tracking
Customer relationship management
Project documentation
LANGUAGES
English — Professional Working Proficiency
Portuguese — Native
Timeline
Customer Service Specialist
H&R Block
01.2026 - 06.2026Read More
Facilities & Office Operations Assistant
Kelly Services Contract
05.2025 - 01.2026Read More
Warehouse Operations Leader
Carthago Logistics
11.2023 - 05.2025Read More
Account Executive | Customer Success & Business Development
Visual Systems Group
11.2019 - 08.2023Read More
Federal University of Amazonas
Bachelor of Science from Economics
Read More
ICOT College
English Exchange Program from English Language
Read More