Rocio Garay
Los Angeles,CA
Summary
Dynamic Income Tax Preparer at Xcel Financial Services with expertise in federal and state tax returns and a proven ability to enhance client satisfaction through effective communication. Recognized for meticulous attention to detail and strong problem-solving skills, consistently ensuring compliance and accuracy in tax filings while fostering lasting client relationships.
Overview
19
19
years of professional experience
Work History
Income Tax Preparer
Xcel Financial Services
01.2022 - Current
- Assisted clients in gathering necessary documentation for income tax preparation.
- Learned and utilized tax software to input client information accurately.
- Supported senior preparers by organizing client files and managing deadlines.
- Reviewed tax forms for accuracy and compliance with regulations.
- Communicated with clients to clarify financial details and resolve inquiries.
- Collaborated with team members to streamline workflow processes during peak season.
- Stayed updated on tax laws and changes to ensure accurate filings.
Customer Service Representative
VHCW INC
06.2006 - 12.2021
- Resolved customer inquiries through phone and email, ensuring timely and accurate information delivery.
- Assisted in troubleshooting technical issues for customers, enhancing user experience and satisfaction.
- Documented customer interactions in CRM software to maintain comprehensive service records.
- Collaborated with team members to streamline processes, improving response times for customer requests.
- Educated customers on product features and services, fostering informed decision-making and loyalty.
- Conducted follow-up communications to ensure resolution of issues, reinforcing commitment to service excellence.
- Participated in training sessions to enhance product knowledge, contributing to overall team effectiveness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Insurance Agent
Allstate Corp
02.2014 - 11.2015
- Developed tailored insurance solutions to meet client needs and enhance satisfaction.
- Conducted thorough policy reviews to ensure compliance with state regulations and company standards.
- Managed client inquiries, providing expert guidance on coverage options and claims processes.
- Collaborated with underwriters to facilitate timely policy approvals and renewals.
- Educated clients on risk management strategies to minimize potential losses.
- Assisted in marketing initiatives to promote new insurance products within the community.
- Participated in training sessions to stay updated on industry trends and regulatory changes.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
Education
GED -
Denton High School
Denton, TXSkills
- Income tax preparation
- Federal and state tax returns
- Tax computing
- Deadline oriented
- Client confidentiality
- Tax software proficiency
- Ethical practices
- Audit support
- Continuing education
- Tax-related research
- Local, state, and federal tax returns
- Relationship building
- Client communication
- Verbal/written communication
- Tax return preparation
- Document preparation
- Account reconciliation
- Records management
- Bookkeeping
- Corporate tax preparation
- Financial statements expertise
- QuickBooks proficiency
- Individual returns preparation
- Documentation filing
- Teamwork
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Income Tax Preparer
Xcel Financial Services
01.2022 - Current
Insurance Agent
Allstate Corp
02.2014 - 11.2015
Customer Service Representative
VHCW INC
06.2006 - 12.2021
GED -
Denton High School
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