Patricia Lasso

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Passionate about learning and committed to continual improvement.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Adaptable and proficient in learning new concepts quickly and efficiently.

Last WGI GS-0962-08/2

• Managed high-stress situations effectively, maintaining professionalism.
• Resolved customer complaints with empathy.
• Handled calls efficiently, finding satisfactory resolutions for both taxpayers and the IRS.
• Responded to customer claims with tax related issues.
• Fully trained Domestic and International.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong knowledge to provide the correct information based on individual customer needs.
• Exceeded performance consistently according to my grade, earning awards recognitions.
• Received training pertinent to my grades 5 to 8. Last ITM courses by November 18,2025 as follow:

Preventing IMF disclosure errors
IDRS CC Functions
Researching refund inquiries
IDT Awareness, Identity Protection Overview
Disclosure MFJ
Free file Fillable forms
Inventory Management
SADI /Transcripts
Critical Annual Tax Law Changes
Navigation TDCs
Hear Me
PTC
Adjusting Acct Amended/Math errors
Manual refunds
Balance due responsibilities
Statute Awareness

• Worked with self-motivated and strong sense of personal responsibility.
• Worked effectively in fast-paced environment.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Confers with the taxpayer who has experienced a delay beyond normal processing time, a significant hardship, or where systematic issues have been identified and actions taken, clarifying the basis of the complicating problem and citing applicable laws as necessary.
• Educates taxpayers and/or their representatives regarding tax obligations, responsibilities, rights, and options, including possible adverse consequences of decisions
• Fully advises taxpayer of all rights and, as applicable, secures agreement of taxpayer to final decision.
• Performs specialized research, analysis, and necessary computations to make adjustments to taxpayers' accounts that have specialized factors.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated strong organizational and time management skills while managing multiple projects.

GS-0962-08/1

• Built positive and nurturing environments to support child social and emotional growth.
• Organized and cleaned home after activities by picking up toys and straightening up play room.
• Played games, worked on puzzles, and read books to young children.
• Prepared healthy, age-appropriate snacks and meals.
• Established clear expectations for behavior, setting boundaries to create a respectful atmosphere within the home.
• Led indoor and outdoor activities to entertain and occupy children.
• Assisted with homework and school projects, fostering a love for learning in the children.
• Monitored screen time usage to promote healthy balance between technology use and offline activities in daily life.
• Taught children basic life skills, manners and personal hygiene.
• Developed games and activities using arts and crafts to support learning and verbal skills.
• Encouraged children to be understanding and patient with others.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction and ensuring high-quality service delivery.
• Maximized performance by monitoring daily activities and mentoring team members.
• Requested new team members (16 people), trained then according with my knowledge and work experience to maximize team work and performance.
• Controlled costs to keep business operating within budget and increase profits.
• Developed and maintained relationships with customers with competitive interest rates according with the stock exchange.
• Improved safety procedures to create safe working conditions for workers with cashflow, titles and sensitive information.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Improved marketing strategies like training my team how attract new customers and promote bank business.
• Participated in the internationalization of the bank business, new products, new procedures.
• Maintained professionally calm when addressing unhappy or angry customers.
• Negotiated favorable stock market rates for the customers, to accomplish office's goals and offering quality service.
• Evaluated employee performance and gave constructive feedback to improve skills.
• Opened and closed location and monitored the team to uphold successful operations strategies and maximize business success.
• Studied the neighborhood around the office then offered the new bank products accordingly with theirs needs.
• Participate in meetings, reporting results and showing new team, manager goals.

• Provided personalized assistance to customers looking for bank competitive rates, guiding them through step-by-step with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate commercial support according with their interest of investment.
• Searched competitive rates and advices customers what will be financially the best opportunity of investment for them.
• Delivered exceptional customer service by quickly addressing market concerns and providing clear, concise, explanations of confident solutions.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Attended two semesters at Central University for Business Administration to reinforce my work. (no concluded).
• Continuously updated my professional knowledge attending to seminars, and self-study reading to better serve the needs of clients.
• Participated and contributed ideas as Facilitator to improve times in procedures since competition was aggressive and efficient.
• Answered phone calls about different intangible products the bank had.

• Welcomed customers and offered the best quality service.
• Supported executive team with timely and accurate document preparation, leading to increased productivity.
• Prepared office reports with minor expenses in the office.
• Handled sensitive information of our customers.
• Advised customers about market according with the amount they were investing.
• Participate as team facilitator with the goal to simplifly process in the bank.
• Filed sensitive documents in a safe place with passwords and keys.
• Coordinated office events, meetings for staff and clients.

• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet bank needs.
• Operated cash register for cash, and check transactions with excellent accuracy levels.
• Built relationships with customers to encourage bank loyalty business.
• Counted money in cash at the end of shifts to maintain accuracy.
• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Improved efficiency, organized checkout area for optimal workflow.
• Maintained up-to-date knowledge of bank regulations and procedures, ensuring compliance in all transactions.
• Boosted team efficiency, shared best practices in cash handling and customer interaction.
• Ensured accuracy in financial transactions, reconciled cash with receipts daily.
• Managed cash accurately, ensuring all transactions balanced at end of day.
• Operated cash register to record transactions accurately and efficiently.
• Handled cash with high accuracy and took care to check bills for fraud.
• Worked with floor team and managers to meet wide range of customer needs.