Summary
Overview
Work History
Education
Skills
Timeline
Generic

Violet M Ortiz

Dallas,TX

Summary

Over 20 years of experience in Real Estate Tax Services, specializing in current and delinquent property taxes, property redemption in tax sales, and processing payment checks and return refunds. Proven expertise in data analysis and project management, ensuring efficient operations and compliance. Strong ability to collaborate effectively within teams, adapting to dynamic environments while delivering measurable results. Recognized for critical thinking and problem-solving skills, contributing to successful project outcomes.

Overview

20
20
years of professional experience

Work History

Call Center Team Lead

LERETA
05.2023 - 08.2024
  • Resolved customer inquiries and issues, ensuring effective support and satisfaction.
  • Maintained accurate records of customer interactions and feedback to enhance service quality.
  • Trained new team members on call handling procedures and customer service protocols.
  • Monitored call quality, providing constructive feedback to improve performance.
  • Promoted continuous learning by sharing property tax information and best practices with staff.
  • Handled escalated calls calmly while demonstrating product knowledge and professionalism.
  • Established strong customer relationships through effective communication and problem-solving skills.

Tax Research Specialist S.W.A.T

LERETA
07.2020 - 05.2024
  • Procurement of tax amounts and tax status from tax authorities
  • Research task request to determine reason for delinquency and liability of penalty.
  • Assisted cross-functional team in consistently maintaining SLAs.
  • Eliminated backlog for refunds, payments, and delinquencies, ensuring compliance with SLA limits.
  • Adapted work methods to align with evolving company priorities.
  • Provided management with research outcomes and findings for informed decision-making.
  • Upheld rigorous quality control standards to guarantee optimal research results.

Outsourcing Tax Research II

LERETA
08.2018 - 07.2020
  • Processed tasks opened to inquire on tax status a timely manner to meet service level agreement.
  • Procurement of tax amounts and tax status for tax authorities
  • Research task request to determine reason for delinquency and liability of penalty.
  • Disbursed payments to meet ELDs.
  • Demonstrated adaptability in fast-paced environments, learning rapidly to meet challenges.
  • Exhibited strong organizational skills while managing varied responsibilities effectively.
  • Enhanced communication through consistent collaboration with team members.
  • 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
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Outsourcing Tax Research

CoreLogic
09.2004 - 08.2018
  • Processed tasks opened to inquire on tax status a timely manner to meet service level agreement.
  • Procurement of tax amounts and tax status for tax authorities
  • Research task request to determine reason for delinquency and liability of penalty.
  • Collaborated with team members to deliver support and guidance effectively.
  • Demonstrated self-motivation coupled with a sense of personal accountability.
  • Thrived in fast-paced environments while maintaining high productivity levels.
  • Conducted inventory checks, facilitating the resolution of aged check backlogs.
  • Processed over 600 checks daily, including both base and penalty runs.
  • Handled more than 60 incoming calls daily about delinquent taxes from various clients.
  • Performed research on tax delinquencies through communication with tax collectors.
  • Contributed to daily operations, ensuring efficiency and teamwork among staff.

Education

General Studies

Sunset High School
Dallas, TX
05.1997

Skills

  • Extended Knowledge of Real Estate Tax Servicing
  • Intermediate Microsoft Excel
  • Type 45 wpm
  • 10 key by touch
  • Customer service
  • Escalation handling
  • Quality assurance
  • Excellent communication skills both written and verbal
  • Computer skills
  • Customer service excellence
  • Ability to meet deadlines to ensure to service level agreements are kept

Timeline

Call Center Team Lead

LERETA
05.2023 - 08.2024

Tax Research Specialist S.W.A.T

LERETA
07.2020 - 05.2024

Outsourcing Tax Research II

LERETA
08.2018 - 07.2020

Outsourcing Tax Research

CoreLogic
09.2004 - 08.2018

General Studies

Sunset High School

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Violet M Ortiz