Jacqueline Ortiz Email & Phone Number

• Coordinated day-to-day activities using a variety of systems, including escalations from partners and customers,receiving, directing, and providing quality assurance services for members and agents.
• Assisted the members in meeting their needs by keeping them informed of all the benefits and services that are available.
• Incorporating the use of software such as Salesforce and Five9's to enter and manage data.
• Create staff training programs, reference manuals, and guidelines for proper telephone etiquette in coordination with the
• quality assurance team, boosting workplace engagement by 25% and productivity by 20%.
• Serve as a strategic and creative contributor and lead a team of 30 customer service agents, focusing on a customer-centricapproach and growing successful relationships.

Arlington, Virginia, United States

• Ensure accuracy in all Bank Secrecy Act (BSA) related transaction processing tasks, including Currency TransactionReporting (CTR), recording monetary instruments purchases, and reporting suspicious activities.
• Provided administrative support, including scheduling appointments at the executive level, preparing presentations,and documenting station performance
• Account for all payments made, including deposits, check cashing, loan payments, miscellaneous sales, cash advances, andmoney orders, with accuracy.
• Knowledgeable of all policies and procedures related to the teller area, including security, and able to refer appropriateproducts and services to clients
• Establish and maintain adequate cash and/or cash limits, handle transactions proficiently, and verify and balance assignedcash drawers every day with minimal cash variances.

United States

• Utilized electronic filing software to prepare and calculate the taxes owed for individuals and small businesses
• Maintained filing system allowing for seamless flow of paperwork between various staff and executive team members,achieving timely and appropriate record keeping of financial data.
• Accessed clients' tax liabilities for potential obligations; calculated the entry of client information in the database
• Managed a multi-disciplinary team at every stage of the season in response to client complaints; helped resolve clientcomplaints
• Oversaw all aspects of the day-to-day operations, including answering the phone, responding to mail, and filing documents