Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Stephanie Cuadra Ayala

Phelan

Summary

Dedicated and results-driven professional seeking to leverage my extensive experience in customer service,logistics and business operations to contribute to organizational success and expand my skills in my dynamic work environment. Experienced with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

Lineage Logistics
01.2017 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Reduced call wait times by implementing effective time management techniques within the team.
  • Handle high volume phone calls and emails.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Identified and resolved discrepancies and errors in customer accounts.

Senior Tax Specialist

H&r Block
01.2012 - Current
  • Computed tax depreciation rates on business assets like technology and vehicles.
  • Reconciled tax accounts to prevent discrepancies and maintain readiness for expected tax liabilities.
  • Classified assets correctly to properly account for depreciation on routine filings.
  • Oversaw team of 3 tax preparers handling over 400 submissions per year.
  • Prepared accurate quarterly and yearly tax filings for businesses such as Food Truck Vendors and Independent Contractors.
  • Achieved timely tax filing by managing the preparation and submission of federal, state, and local tax returns for clients.
  • Reduced audit risks by conducting thorough research on complex tax issues and providing accurate guidance to clients.
  • Developed strong relationships with clients by offering personalized advice tailored to their specific needs in a timely manner.
  • Minimized clients'' tax liabilities with strategic planning and expert knowledge of current tax laws and regulations.
  • Increased client retention rates through delivering exceptional customer service, including prompt responses to questions, clear explanations of complex concepts, and consistent followups.
  • Assessed client tax situations to determine best filing options.
  • Identified potential audit red flags to minimize risk of IRS audits.
  • Researched tax implications for various deductions and credits.
  • Prepared written responses or tax return amendments to resolve state and federal notices.

Accounts Receivable Clerk

Lineage Logistics
01.2018 - 12.2018
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
  • Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
  • Used accounting software to reconcile accounts, track income, and generate invoices.
  • Contributed to month-end closing procedures by preparing detailed accounts receivable aging reports for management review.
  • Made outbound calls to vendors and customers to discuss and resolve account needs.
  • Collaborated with sales team to resolve billing discrepancies, resulting in improved customer relationships and increased client satisfaction.
  • Expedited revenue collection by consistently meeting deadlines for generating accurate monthly statements and timely invoice submissions.

Production Coordinator

Cosmetic Industries
01.2010 - 12.2016
  • Coordinated with production team to support productivity targets and deadline management.
  • Monitored and tracked progress of all production tasks for on-time delivery.
  • Coordinated communication between departments, fostering a collaborative work environment.
  • Oversaw quality control procedures throughout the production process to ensure consistent product outputs.
  • Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
  • Provided hands-on support during peak production periods, assisting teams in meeting tight deadlines.
  • Managed daily operations on the production floor, maintaining a safe and organized workspace.
  • Improved product quality with rigorous quality control checks, maintaining high standards for final outputs.
  • Improved workplace safety by conducting regular audits and implementing updated safety protocols.
  • Coordinated logistics for product delivery, ensuring timely and cost-effective transportation.
  • Prepared and maintained comprehensive production reports to highlight production developments for management review.
  • Ensured timely delivery of projects by closely monitoring schedules and milestones.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.

Education

San Bernardino Valley College
San Bernardino, CA

High School Diploma -

Rialto High School
Rialto, CA
06-2009

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Payment processing
  • Call center experience
  • Microsoft Office Word,Excel,Outlook and Powerpoint
  • Teamwork and collaboration
  • Remote office availability

Certification

  • CTEC License
  • Direct Support Professional

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Accounts Receivable Clerk

Lineage Logistics
01.2018 - 12.2018

Senior Customer Service Representative

Lineage Logistics
01.2017 - Current

Senior Tax Specialist

H&r Block
01.2012 - Current

Production Coordinator

Cosmetic Industries
01.2010 - 12.2016

San Bernardino Valley College

High School Diploma -

Rialto High School

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Stephanie Cuadra Ayala