Yara Quiceno
Dracut
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at navigating fast-paced environments while effectively managing multiple tasks. Recognized for reliability and adaptability, consistently taking a proactive approach to identify and address challenges. Committed to optimizing processes and supporting team objectives, driving efficiency and collaboration across projects. Proven track record of delivering results that enhance overall productivity and contribute to organizational success.
Overview
16
16
years of professional experience
Work History
Contact Representative - Identity Theft Victim Assistance
Internal Revenue Service
Andover, MA
10.2022 - Current
- Analyze Identity Theft cases to determine if taxpayer was victim of Identity Theft.
- Adjust accounts of Taxpayers Victims of Identity Theft by removing invalid tax returns and inputting correct data.
- Correspond to taxpayers’ victims and not victims of Identity theft to inform them on account status of Identity theft claim and what we have done to correct their accounts.
- Managed over 50 cases per month providing timely resolutions and maintain service quality.
- Provided exceptional service by proactively addressing customers' needs and concerns.
- Resolved taxpayer inquiries through effective communication and problem-solving skills.
- Managed over 50 customer calls per day.
- Guided taxpayers in understanding complex tax regulations and compliance requirements.
Assistant Branch Manager
Jeanne D’Arc Credit Union
Lowell, MA
02.2021 - 10.2022
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Coached and developed over 15 branch staff employees by offering constructive feedback and training opportunities.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
Branch Manager
Jeanne D’Arc Credit Union
Methuen, MA
08.2019 - 01.2021
- Led branch operations, ensuring compliance with regulatory standards and policies.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Evaluated employees performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed and implemented strategic initiatives to enhance member engagement and satisfaction.
- Increased product referrals and closings by 20%.
Home Equity Underwriter
Jeanne D’Arc Credit Union
Lowell, MA
05.2018 - 02.2019
- Evaluated over 30 monthly loan applications for risk assessment and compliance with underwriting guidelines.
- Made approval and denial recommendations by determining accurate risk levels.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Reviewed complex files, providing strategic recommendations for high-value loans to senior management.
Senior Member Service Representative
Jeanne D’Arc Credit Union
Lowell, MA
02.2016 - 05.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of over 30 products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted in training new Member Services Representatives, sharing best practices for handling complex inquiries.
- Facilitated member inquiries and resolved issues to enhance customer satisfaction.
- Maintained confidentiality of sensitive member information at all times, adhering strictly to data protection regulations.
- Sought ways to improve processes and services provided.
Insurance Agent
Lincoln Heritage
Lowell, MA
06.2014 - 06.2016
- Analyzed client needs to recommend suitable insurance products, enhancing overall customer satisfaction.
- Developed comprehensive knowledge of 15 insurance products, enabling effective recommendations for clients'' unique situations.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Teller
Jeanne D’Arc Credit Union
Chelmsford, MA
06.2010 - 06.2014
- Processed customer transactions accurately and efficiently, ensuring adherence to banking regulations.
- Assisted members with account inquiries, providing exceptional service and resolving issues promptly.
- Maintained cash drawer accuracy through regular reconciliation and diligent tracking of transactions.
- Educated customers on 30 plus financial products, enhancing member engagement and satisfaction.
- Trained new tellers on procedures and best practices, fostering a knowledgeable and capable team environment.
- Collaborated with team members to streamline operational processes, improving overall workflow efficiency.
Education
Digital Marketing Certificate - Social Media Marketing
Middlesex Community College
Bedford, MA02.2018
International Master of Business - Concentration in Marketing
Southern New Hampshire University
Manchester, NH05.2016
Bachelor of Science - Business Administration, Concentration: International Business, Minor: Communications
Merrimack College, Girard School of Business
North Andover, MA05.2014
Skills
- Competent in Microsoft Office Suite and Adobe tools
- Fluent communicator in English and Spanish
- Identity theft investigation
- Tax filing accuracy
- Proficient in account modifications
- Client communication
- Exceptional customer service
- Branch management expertise
- Cross-cultural sensitivity
- Verbal and written communication
- Customer service optimization
- Product knowledge
- Documentation and reporting
- Database research
- Analytical
- Multitasking capacity
Timeline
Contact Representative - Identity Theft Victim Assistance
Internal Revenue Service
10.2022 - Current
Assistant Branch Manager
Jeanne D’Arc Credit Union
02.2021 - 10.2022
Branch Manager
Jeanne D’Arc Credit Union
08.2019 - 01.2021
Home Equity Underwriter
Jeanne D’Arc Credit Union
05.2018 - 02.2019
Senior Member Service Representative
Jeanne D’Arc Credit Union
02.2016 - 05.2018
Insurance Agent
Lincoln Heritage
06.2014 - 06.2016
Teller
Jeanne D’Arc Credit Union
06.2010 - 06.2014
Digital Marketing Certificate - Social Media Marketing
Middlesex Community College
International Master of Business - Concentration in Marketing
Southern New Hampshire University
Bachelor of Science - Business Administration, Concentration: International Business, Minor: Communications
Merrimack College, Girard School of Business