Wenit Segura Maloney

In my position as Technical Support I interact with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Resolve technical issues related to hardware, software, and client products, additionally I coordinate hardware replacement appointments and software installing guidance.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Tested new software and hardware prior to deployment.
• Helped streamline repair processes and update procedures for support action consistency.
• Diagnosed and troubleshot hardware, software and network issues.

Establishes UC tax credit balances and initiates requests for refunds. Receives, investigates, and responds to employer and third-party inquiries concerning the Unemployment Compensation Law that relate to coverage of employment, rates, delinquencies, payments, rate appeals, and other factors related to the UC program.

• Prepared written responses or tax return amendments to resolve state and federal notices.
• Completed and filed returns with tax departments at local, state, and federal levels.
• Researched tax implications for various deductions and credits.
• Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
• Offered clients recommendations to reduce tax liabilities.
• Facilitated communication between clients and tax authorities.
• Calculated estimated tax payments for clients.

Interact with customers to handle complaints, process orders, process deposit accounts, process purchase orders for the branch and operational duties following bank policies and procedures and provide information about products, past due accounts and loans.

• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Promoted financial products by maintaining excellent service offering knowledge.
• Cross-sold bank products and services to meet customer needs and provide options.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Verified customer identity and reviewed documentation for accuracy.
• Backed up teller team by handling needs of new and existing customers at main counter.