Delia Hernandez

Handled overflow of calls Maintain consistent workflow and high level of customer service Responded to clients' questions while adhering to company policies and procedures

Customer Service Representative - Optima Tax Relief

(2019-07 - 2020-03)

• Handled overflow of calls
• Maintain consistent workflow and high level of customer service
• Responded to clients' questions while adhering to company policies and procedures
• Perform other tasks as assigned by direct manager

VErification specalist - Optima Tax Relief

(2020-03 - 2020-09)

• Performed inbound & outbound Verification Welcome Calls to our existing client base
• Used phone system to transfer calls to correct departments

RESOULTION SUPPORT REPRESENTATIVE - Optima Tax Relief

(2020-09 - 2021-06)

• Used time management skills to prioritize daily workload and calls received
• Act as a liaison between client and the Case Manager or the Tax Preparer assigned
• Collect on outstanding document requests required to properly service a client's case
• Provide outstanding customer service through first call resolution

ACS CASE MANAGER 1 – 3 - Optima Tax Relief

(2021-06 - 2021-09)

• Serve as the main point of contact for the client once they are with a resolution service
• Educate the client on key and relevant tax issues/concept as it pertains to the client's case
• Go over the financial analysis prepared by the tax professional (income, expenses and assets)
• Assist in screening, verifying, and gathering required documentation for service

RO CASE MANAGER - Optima Tax Relief

(2021-10)

• Collaborate internally to service the client
• Manage case load of 350+
• Perform other tasks as assigned by direct manager
• Maintain consistent workflow and high level of customer service
• Educate the client on key and relevant tax issues/concept as it pertains to the client's case
• Go over the financial analysis prepared by the tax professional (income, expenses and assets)

Associates - Santa ana college