Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Brian Chavez

Summary

Analytical and detail-oriented professional with extensive experience in tax operations, technical support, and project management. Proven track record in data analysis, system implementations, and process improvements. Adept at leveraging technical and analytical skills to solve complex problems and enhance operational efficiency. Fluent in English and Spanish, with strong communication and relationship-building abilities.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Tax Supervisor

Paycom Payroll LLC
9 2021 - Current
  • Oversaw tax team operations, ensuring compliance with tax rules and improving overall team productivity
  • Implemented and set up client’s US and Canada state/province and local taxes in Paycom System, ensuring accurate tax processing and compliance
  • Verified account numbers, rates, and frequencies with agencies, reducing errors in tax filings and ensuring compliance with U.S
  • Income tax regulations
  • Submitted and validated Third Party Access and Power of Attorney, ensuring legal compliance and smooth operations
  • Registered new tax accounts with state and local agencies, facilitating timely tax payments and compliance
  • Ensured a successful first payroll for clients by confirming all tax information is accurate and up to date, aiding in compliance with corporate income tax provisions
  • Managed 4 teams with a total of 32 tax specialists and 4 team leaders, providing leadership and development for the Tax team
  • Handled and resolved client and internal escalations by implementing effective communication strategies, leading to improved client relations and satisfaction
  • Drove and ensured metrics, SLAs, and deadlines were met, leading to enhanced operational efficiency and overall client satisfaction.

Call Center Operations Manager

Anheuser-Busch
08.2017 - 09.2021
  • Managed three teams totaling 45 agents and 3 supervisors, ensuring efficient operations and high performance
  • Achieved an increase in volume, KPIs, and sales through the application of proprietary analytics tools and market trend analysis, resulting in improved performance metrics
  • Coached and developed agents to enhance sales and customer service skills, resulting in improved customer satisfaction scores
  • Ensured the Line of Business grew and met service level standards, contributing to overall business success
  • Managed call, chat, and email queues, ensuring timely and effective customer interactions using Avaya and Salesforce
  • Handled client and customer escalations by implementing effective communication strategies, resulting in improved customer satisfaction
  • Conducted meetings with local and international clients to discuss service improvements, leading to stronger client relationships
  • Tracked and provided feedback on efficiency and stats using Power BI and Microsoft Excel, helping the team meet monthly and yearly goals
  • Motivated team through regular coaching sessions and performance reviews, resulting in increased productivity
  • Maintained full managerial involvement and visibility into daily operations, ensuring smooth and efficient performance
  • Managed operations in a dynamic and constantly changing call center environment, adapting to new challenges to maintain high customer satisfaction.

Technical Support Specialist

Bosch Security Systems
04.2016 - 06.2017
  • Managed CCTV systems, ensuring optimal performance and security for clients
  • Configured and maintained analog systems including DVRs, cameras, multiplexers, and matrix switches, enhancing system reliability and reducing downtime
  • Managed storage systems using MegaRaid Storage Manager, ensuring data integrity and availability
  • Troubleshot IP cameras, resolving connectivity and performance issues to maintain surveillance quality
  • Troubleshot storage servers, ensuring continuous data access and system uptime
  • Resolved issues with Bosch Management Software using LMTOOLS, improving system performance and customer satisfaction
  • Provided technical support for large customers, utilizing various software to ensure system reliability and customer satisfaction
  • Handled escalations from large customers, resolving complex issues and improving customer retention
  • Monitored queues, tickets, and requests from clients, ensuring timely responses and efficient issue resolution using Live Person.

Technical Support Supervisor

Autodesk
01.2015 - 04.2016
  • Managed a team of eighteen agents, ensuring effective collaboration and productivity
  • Ensured that KPIs met or exceeded goals, contributing to overall team success
  • Handled payroll for the team, ensuring timely and accurate payments
  • Coached agents in areas of opportunity and strength, enhancing their performance and skills
  • Managed chat, phone, and case queues, ensuring efficient and timely customer support
  • Ensured the Line of Business maintained a positive Service Level, leading to improved customer satisfaction
  • Monitored agents using Avaya systems, resulting in increased efficiency and reduced response times
  • Handled escalations by collaborating with the technical team, resolving issues promptly and improving customer trust
  • Conducted meetings with international clients to discuss service improvements, leading to enhanced client relationships
  • Developed the Registration and Activation team by implementing training programs, ensuring great customer service and team growth
  • Drove the team to achieve a common goal, resulting in improved productivity
  • Provided feedback and understood people's perspectives, enhancing team communication and collaboration
  • Motivated the team to meet high performance standards by implementing innovative strategies, leading to increased efficiency and morale
  • Adapted to constant changes by proactively approaching challenges with resilience, ensuring smooth operations
  • Maintained full managerial involvement and visibility into daily operational performance, ensuring all tasks were completed efficiently and effectively
  • Handle backlog of queue and create different reports that help daily and monthly operations.

Education

Computer Engineering -

Latin American University of Science and Technology (ULACIT)
01.2015 - 01.2018

International Baccalaureate Diploma - undefined

Liceo Gregorio José Ramírez Castro
01.2013 - 01.2014

Skills

Data Analysis & Reporting

Project Management & Leadership

System Implementation & Configuration

Process Improvement & Operational Efficiency

Client Relations & Escalation Management

Technical Support & Troubleshooting

Risk Management & Compliance

Data Analysis & Strategic Planning

Adaptability and Change Management

Corporate income tax

US income tax

Foreign income tax

State and Local tax

Software: Microsoft Office Suite, M365, JIRA, Salesforce, TeamViewer, Siebel Systems, Confluence, Power BI, Jabber, OneView

Systems: Microsoft Windows, Microsoft Windows Server (2008, 2012), Avaya

Specialized Tools: LMTOOLS, MegaRaid Storage Manager, Live Person

Certification

Project Management Certification

Languages

English
Spanish

Timeline

Call Center Operations Manager

Anheuser-Busch
08.2017 - 09.2021

Technical Support Specialist

Bosch Security Systems
04.2016 - 06.2017

Technical Support Supervisor

Autodesk
01.2015 - 04.2016

Computer Engineering -

Latin American University of Science and Technology (ULACIT)
01.2015 - 01.2018

International Baccalaureate Diploma - undefined

Liceo Gregorio José Ramírez Castro
01.2013 - 01.2014

Tax Supervisor

Paycom Payroll LLC
9 2021 - Current

Similar Profiles

CREATE PROFILE
Brian Chavez