Paola Torres
Midland
Summary
Experienced financial professional with a strong understanding of compliance requirements. Detail-oriented and organized, offering excellent communication, customer service, and time management skills. Background includes tax preparation, banking and teller line operations, customer service, restaurant management, and cashiering. Education in business management and administration has provided valuable skills in finance, marketing, communication, and business ethics.
Overview
8
8
years of professional experience
1
1
Certification
Work History
TAX EXPERT
TurboTax
12.2024 - Current
- Managed tax submissions and made sure all information complied with regulations.
- Collected and submitted required tax payments.
- Maintained thorough and current understanding of applicable tax laws.
- Reviewed financial statements for accuracy and integrity.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
- Identified potential audit red flags to minimize risk of IRS audits.
BANK TELLER
West Texas National Bank
08.2024 - Current
- Process daily financial transactions, including deposits, withdrawals, transfers, and loan payments with accuracy and efficiency
- Maintain a balanced cash drawer, ensuring zero discrepancies at the end of each shift
- Provide exceptional customer service by answering inquiries, resolving account issues, and offering banking solutions tailored to customer needs
- Cross-sell bank products and services, such as savings accounts, credit cards, and loans, contributing to branch sales goals
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Adhere to all bank policies and procedures, ensuring compliance with regulatory standards and maintaining confidentiality of customer information
- Detect and report any suspicious activities, helping to prevent fraud and ensuring a secure banking environment
- Support team members and assist with branch operations to ensure smooth and efficient service
TAX PREPARER
Jackson Hewitt Tax Service
10.2023 - Current
- Prepared and filed accurate tax returns for individuals and small businesses, ensuring compliance with federal and state tax laws
- Conducted thorough tax interviews with clients to maximize deductions and credits, resulting in increased tax savings
- Reviewed financial documents and statements to generate precise calculations for taxable income and liabilities
- Resolved complex tax issues and inquiries from clients, proving strong problem-solving and customer service skills
- Utilized tax software and tools to streamline the tax preparation process, improving efficiency and accuracy
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
BANKER
My Community Credit Union
08.2023 - Current
- Managed and kept client accounts, ensuring accuracy and compliance with regulatory requirements
- Utilized financial software and tools to track and monitor market trends for decision-making purposes
- Provided exceptional customer service by addressing inquiries, resolving complaints, and offering solutions to banking-related issues over the phone
- Demonstrated ability in navigating banking systems and databases to accurately assist customers with account inquiries, transactions, and online banking services
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Opened, closed, and updated accounts for customers.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
DRIVER
Driver Network Service
02.2022 - Current
- Safely and efficiently operated company vehicles to transport goods and materials between various locations
- Maintained accurate logs and records of shipments, pickups, and deliveries according to company protocols
- Conducted routine vehicle inspections and maintenance checks to ensure proper working condition
- Communicated effectively with dispatchers and team members to coordinate transportation schedules and resolve any issues or delays
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
CUSTOMER SERVICE REPRESENTATIVE
Alorica Inc., Bank of America Program
11.2020 - Current
- Answered and resolved 50+ customer inquiries daily via phone, email, and online chat
- Demonstrated excellent communication skills to effectively address customer concerns and provide solutions
- Processed orders, returns, and exchanges with an elevated level of accuracy and efficiency
- Maintained a 95% average customer satisfaction rating through attentive and personalized service
- Collaborated with cross-functional teams to streamline processes and improve overall customer experience
- Effectively handled high volume of incoming customer calls about account inquiries, transactions, and general banking assistance
- Demonstrated strong problem-solving skills by resolving customer issues, complaints, and escalations in a prompt and professional manner
- Consistently met and exceeded performance metrics, such as call quality, average handle time, and customer satisfaction scores
- Utilized knowledge of banking products and services to educate customers on available options and promote cross-selling opportunities
- Collaborated closely with other departments, including fraud prevention and loan processing, to ensure seamless customer service and resolution of complex issues
RESTAURANT MANAGER
Whataburger
08.2018 - Current
- Led a team of 20+ staff members, ensuring high levels of customer service and satisfaction
- Implemented cost-saving measures that resulted in a 15% reduction in overall expenses
- Developed and executed marketing strategies to increase restaurant revenue by 20%
- Oversaw inventory management and vendor relationships to ensure adequate supplies and minimize waste
- Conducted regular staff training sessions on food safety best practices and customer service standards
- Skilled in conducting thorough candidate assessments, reference checks, and background screenings
- Strong knowledge of labor laws and regulations related to hiring and employment in the hospitality industry
- Oversaw food and beverage inventory, reducing waste and optimizing ordering processes to meet budget goals
- Implemented new customer service initiatives that led to a 15% increase in customer satisfaction scores
- Conducted regular performance evaluations and provided constructive feedback to improve employee performance
- Demonstrated strong problem-solving skills in resolving customer complaints and ensuring a positive dining experience
- Implemented safety protocols and cleanliness standards, resulting in a 95% health inspection rating and compliance with all sanitation guidelines
- Conducted regular staff meetings to communicate expectations, address issues, and foster a positive work environment that resulted in a low employee turnover rate
CASHIER
Church’s Chicken
10.2016 - Current
- Demonstrated exceptional customer service skills by aiding customers with their purchases and providing correct information about products
- Processed cash, credit card, and mobile payments efficiently and accurately, keeping a prominent level of cash register accuracy
- Handled high-volume transactions during peak hours while staying organized and attentive to customer needs
- Maintained a clean and organized checkout area, stocked merchandise, and assisted with inventory management tasks
- Collaborated with team members to ensure smooth operations and uphold store policies and procedures
Education
BA - Science in Business
The University of Texas At El Paso
El Paso, TX08.2018
BA - Science in Business
El Paso Community College
El Paso, TX08.2018
Skills
- Data analytics
- Records search
- Customer Service
- Excellent communication
- Organization
- Decision-making
- Multitasking
- Tax law
- Itemized deductions
- Documentation skills
- Liability understanding
- Dispute resolution
- Banking relationship management
- Cross-selling and partner referrals
Certification
- Business Administration, Martinsburg College - Completed October 2024
Languages
English
Spanish
Timeline
TAX EXPERT
TurboTax
12.2024 - Current
BANK TELLER
West Texas National Bank
08.2024 - Current
TAX PREPARER
Jackson Hewitt Tax Service
10.2023 - Current
BANKER
My Community Credit Union
08.2023 - Current
DRIVER
Driver Network Service
02.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Alorica Inc., Bank of America Program
11.2020 - Current
RESTAURANT MANAGER
Whataburger
08.2018 - Current
CASHIER
Church’s Chicken
10.2016 - Current
BA - Science in Business
The University of Texas At El Paso
BA - Science in Business
El Paso Community College
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