Stone Medrano

• Lead Tax Pro Admins and Document Specialists to ensure company processing flow and accuracy.
• Organized weekly team meetings, monthly one-on-ones, and department outings.
• Conducted interviews for Tax Pro Admins, Document Specialists, and Mail Clerks.
• Keep track of inventory on materials and order when needed.
• Organized snack area for the 5th floor and maintained storage rooms.
• Sort company mail between departments, making sure all documents are split correctly for mailing clerks to then scan and upload to CRM systems.
• Stayed on top of Revenue Officer and Tax Pro deadlines, making Google Calendar meetings based on letters received from the IRS.
• Transcribe voicemails for tax pros, then send them messages to set up meetings.
• Tasked case managers on incoming documents and client deadlines that needed to be met.
• Monitored department production with Google Sheets (Total of 10 sheets to cover).
• Created new and efficient processes for mailing requests and processing POAs.
• Quality control on all work in and out, averaging 3000+ files per month, of incoming and outgoing mail for clients.
• Processed over 1000+ files a month for tax pros (POAs, Revenue Officer deadlines).
• Answer all company messages quickly to get other leads and departments' answers on packages, case statuses, or deadlines.
• Maintained department SOP with weekly updates and reviews.

• Maintained work log of all incoming and outgoing mail for company.
• Created a new process for documents, which is now handling over 3000 flies monthly with no backup happening on documents.
• Monthly meetings and one-on-ones with mail clerks.
• Collaborated with other managers to enhance document processing.
• Created specific mailing sheets for all departments to use to request their documents.
• Scanned and processed work, averaging 1000+ files myself, on top of lead tasks.
• Conducted interviews for mail clerk role.
• Organized printer areas and kept paper stock up around all printers.

• Provided excellent customer service to clients, regardless of escalation.
• Saved cases from being canceled by de-escalating clients.
• Assisted clients with case statuses, generating documents for signatures, appointments with case managers, or any general questions they had.
• Took over 100+ calls daily, averaging top 3 performer per month.
• Averaged 70-80 reviews per month.
• Developed strong relationships with clients to increase retention rates.

• Sorted and scanned mail by department and case manager.
• Used Logics and Salesforce for CRM systems to upload client information.
• Revoked POAs to assist with Tax Pro Admins.
• Took time to learn about the documents and why they were important for cases, asking case managers questions, and being invited to processing meetings.
• Handed out mail to all case managers once scanned and sorted.
• Requested for orders to be placed through the lead clerk.

• Received work orders once clocked in and worked on those assigned jobs.
• Daily jobs and monthly jobs were given based on what was sold by the marketing team.

Worked with large mailing machines.

Cutter

Folder

Mailing Inserter.

Postage meter.

Gluer machine.

• Kept tracking of mailing zip codes to ensure correct pallets were sent out.
• Data entry in CRM system to complete job - details of job done, close job out.

• Recorded incoming auto contracts for the originations department.
• Sorted dealer compliance checks, insurance, repo, and customer service paperwork.
• Went through large quantities of mail to sort junk mail from company mail.
• Used FedEx Shipping Manager to send out all packages to dealers.
• Building maintenance consists of checking all lights on the floors, stocking the breakroom, ordering all office supplies, including break room supplies, putting up whiteboards for managers, and installing stand-up desks and ergonomic keyboards.
• Handed mail out to correct reps within the departments.
• Kept track of inventory via Excel.
• Placed orders on Office Depot, FedEx, USPS, Amazon, Costco, etc.