Naiomi Cruz
Hagatna
Summary
.Deadline-oriented Tax Professional adept at quickly assessing customer needs, developing strategic plans and completing returns to maximize deductions and minimize liabilities. Pursuing role with tax preparation services organization. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Business Tax Service Specialist I
Department of Revenue & Taxation
07.2021 - Current
- Verifies data contained in source documents and computer printouts for consistency, validity, accuracy and completeness, traces sources of error in documents, data and procedures
- Obtains corrected/new data and makes appropriate adjustments and entries, informs data entry operators and computer operators on problem areas to insure accurate reports
- Maintains records and prepares reports
- Handled customer inquiries and suggestions courteously and professionally.
- Explains to general public filing requirements and application of local tax laws such as gross receipts tax and UST assessment
- Explain to general public interest and penalty charges.
- Verifies monthly gross receipts returns filed, insuring proper completion of returns and accuracy of deductions and exemptions being reported.
- Precomputed tax liability and advices taxpayers of any additional assessments
- Reviews application of nonprofit organization to insure completeness of information
- Identifies non-filers or delinquent taxpayers through office records and completes tax delinquent investigation for further action to be initiated by Collection Branch.
- Researched technical tax issues to define tax effect or impact of certain tax positions.
- Inputs UST assessments onto AS400 system.
- Prepared working papers, reports and supporting documentation for audit findings.
- Witnesses withdrawal of tobacco at bonded warehouse.
- Tracked funds, prepared and reconciled accounts.
- Process fictitious name forms from Business License application to generate new account or update information.
- Operates computer terminal in updating, making inquiry and retrieving input data.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Responded to taxpayers requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Processes simple individual income and local tax returns, data capturing required information in simple to moderately complex entry formats
- Reconciled and produced federal and state tax documents for corporate, private business and customers
- Maintained compliance by adhering to current tax laws and regulations
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions
- Evaluated systems according to predetermined checklist and noted issues.
- Handled customer inquiries and suggestions courteously and professionally.
Secretary
Baumann, Kondas & Xu LLC
03.2020 - 07.2021
- Receives telephone complaints and other requests for assistance from public; elicits and summarizes necessary facts; determines preliminary classification of offense and forwards pertinent information to higher authorized personnel.
- Response to complaints, and other requests for assistance.
- Provides assistance and information among personnel and general public regarding services, and other assistance.
- Receives data from reporting personnel and enters same into various computerized files via teleprocessing terminals.
- Maintains and updates logs for assistant and records. Prepares event cards and daily bulletin reports.
- Maintains telephone logs on all messages received and transmitted; compiles and types detailed reports on activities during shift worked.
- Researched and analyzed legal issues and cases to provide accurate advice to clients.
- Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.
- Carries out special project and infrequent, recurring, events, conferences, and carrying out all planning and arrangement for all.
- Overseeing technical aspects of work of other support staff.
- Producing travel orders and making transportation and lodging arrangements and reservations.
- Processing personnel, purchasing and other administrative items fore immediate office.
- Editing material for grammar, punctuation, spelling and clarity of expression.
- Maintaining event and office calendar.
- Reviewing incoming mail for distribution to immediate office members.
- Researched statutes, decisions, legal articles, and codes.
- Assisted attorneys with reviewing and organizing witness reports.
- Collaborated with attorneys to develop strategies for each case.
- Types correspondence, memorandums, reports, and related materials; reviews typed materials for accuracy of grammar, spelling, punctuation
- Receives phone calls and visitors; schedules meetings, conferences, and appointments for superior, handles various details on own initiative
- Supervises and conducts investigations on customer complaints concerning inquiries and requests that are complex in nature and makes appropriate adjustments as necessary
- Formulates working procedures and other appropriate guidelines.
- Prepares payroll maintains records of activity funds, compiles statistical data and prepares periodic statistical reports, coordinates processing and handling of incoming and outgoing mail
- Review collection reports to determine status of collections and amounts of outstanding balances.
- Performs related duties as required.
Administrative Specialist
Glimpses Of Guam Inc.
08.2018 - 03.2020
- Conducts position classification and pay studies; interviews employees, supervisors and administrative officials regarding positions under study
- Makes preliminary classification and pay allocations; recommends amendments to established class standards and drafts new class standards.
- Participates in the conduct of job analysis to assess the job content of positions and the content validity of existing written tests
- Participates and developing written and performance tests
- Compiles numerical data and calculates the mean and standard deviation.
- Participates in instructing and presenting training workshops
- Assists in preparing and developing training materials and teaching aids
- Participates in coordinating federal or local training programs
- Assists in conducting training needs assessment surveys.
- Reviews job applications and rates candidates’ training and experience for a large variety of job announcements
- Writes materials publicizing job openings and assists in developing sources of recruitment.
- Reviews complaints regarding alleged unfair employment practices or violations of rules, laws and regulations, and prepares reports of investigation.
- Responds to inquiries regarding the application of personnel laws, rules, regulations, and other guidelines.
- Maintains records and prepares technical reports.
- Performs related duties as required.
Clerk Typist I
Department of Education
01.2016 - 07.2018
- Answers inquiries and investigates complaints/incident.
- Prepares time sheets of employees
- Collects fees and makes deposits.
- Accepts and reviews application for admission to the school
- Ensures child registration and enrollment paperwork is complete and current.
- Coordinates regular and late registration for placement.
- Establishes and implements office procedures.
- Requisitions and follows through on supplies and services.
- Maintains records and prepares reports.
- Operate equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Compose, type, and distribute meeting notes, routine correspondence, and reports.
- Coordinate conferences and meetings.
- Supervise other clerical staff and provide training and orientation to new staffs.
- Maintain and update ling, inventory, mailing, and database systems, either manually or using a computer.
- Review records, and other documents to obtain information to respond to requests.
- Inventory and order materials, supplies, and services.
- Prepare meeting agendas, attend meetings, and record and transcribe minutes.
Administrative Assistant
Lucky Supplies Distributor
05.2010 - 01.2016
- Supervises and conducts investigations on customer complaints concerning inquiries and requests that are complex in nature and makes appropriate adjustments as necessary.
- Maintain of records and preparation of reports.
- Formulates working procedures and other appropriate guidelines.
- Manage organizational processes, to include generating requests, monitoring status and resolving employee personnel actions
- Composes correspondence for signature of supervisor, organizes and coordinates matters requiring executive action insures compliance to established laws, policies and related administrative guidelines
- Collected and reported monthly expense variances and explanations.
- Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks.
- Tracked funds, prepared deposits and reconciled accounts.
- Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Diminished outstanding debts by analyzing accounts for issues.
Bank Teller
First Hawaiian Bank
09.2007 - 05.2010
- Processed customer transactions promptly, minimizing wait times.
- Assist in various negotiable instruments used in everyday business transactions.
- Knowledge of office practices and procedures.
- Knowledge of methods and procedures of receiving, depositing and accounting for cash transactions.
- Knowledge of arithmetic computations rapidly and accurately.
- Handle cash accurately.
- Operate cash register, adding and calculating machines.
- Communicate effectively.
- Keep revenue records and prepare reports from these records.
- Skill in operating and adding machine, a cash register and other related equipment.
- Turned in excess cash to maintain drawer security.
- Reconciled cash drawer and resolved discrepancies.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Removed mutilated currency from circulation.
- Counted and packaged currency and coins.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Provided customer records, account statements and copies of checks.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Sold and cross-sold bank products to new and existing customers.
- Maintained accurate records of customer transactions in line with bank procedures.
Bank Teller
Bank Of Guam
07.2004 - 08.2007
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Processed applications for new accounts.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
- Perform other related duties.
Education
HIGH SCHOOL DIPLOMA -
River Ridge High School
Olympia, Washington05.2004
Skills
- Customer Service Satisfaction
- Advanced Clerical Knowledge
- Goal Oriented
- Self- Sufficient
- Team Player
- Issue Investigation
- Administrative Support
- Call Center Processes
- Cash Flow Report Generating
- Accounting Systems
- Microsoft Office
- Problem Identification
- Process Payments
- Client Support
- Account Compliance Reviews
- Bill Processing
- Payment Analysis
- Government Regulations
- Ledger Management
- Payroll Processing
- Client Relations
- Organizational Skills
Certification
Identifying and safeguarding Personally Identifiable Information (PII) Certificate
Ethics In Government Program Certificate
Government of Guam Firearms License
Timeline
Business Tax Service Specialist I
Department of Revenue & Taxation
07.2021 - Current
Secretary
Baumann, Kondas & Xu LLC
03.2020 - 07.2021
Administrative Specialist
Glimpses Of Guam Inc.
08.2018 - 03.2020
Clerk Typist I
Department of Education
01.2016 - 07.2018
Administrative Assistant
Lucky Supplies Distributor
05.2010 - 01.2016
Bank Teller
First Hawaiian Bank
09.2007 - 05.2010
Bank Teller
Bank Of Guam
07.2004 - 08.2007
HIGH SCHOOL DIPLOMA -
River Ridge High School
Identifying and safeguarding Personally Identifiable Information (PII) Certificate
Ethics In Government Program Certificate
Government of Guam Firearms License
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