MARIA GONGORA

Provided technical support and customer service, using internal applications and creating effective procedures for communicating with customers. Acted as the initial point of contact for device users, determining client problems and implementing workable solutions.

Processed manual and digital transactions in line with established policies, maintaining understanding of current bank guidelines. Prepared hold checklists to outline non-compliant forms and compiled physical and electronic records.

Established connections with internal organizations to assist in resolving client concerns. Tracked customer success indicators and provided monthly and quarterly reports to highlight performance and identify improvement areas.

Handled tax cost estimates and ensured policies were met for each assignee. Provided tax balancing by ensuring timely payment of amounts owing, assisted clients with individual tax compliance, and conducted technical research on individual income tax.

Studied business accounting at RMIT University, completing in 2015.