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Skillful Client Support Specialist resume

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Professional Summary

Knowledgeable New Hire Coach that is highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training. Hardworking and reliable with an excellent attention to detail.

Education
Bachelor of Arts: Psychology 2013 University Of North Texas - Denton, TX
Associate of Science: Business 2016 Mountain View Community College - Dallas, TX Business
MBA: Finance 2018 Ashford University - San Diego, CA

Finance
Work History
New Hire Coach - Service Support Specialist 10/2017 to Current
ADP – Norfolk, VA
  • Relocated from Dallas, Tx on 1/8/18.
  • Responsible for coaching and developing new hires on a day to day basis. 
  • Encouraged everyone to cultivate a strong work ethic by demonstrating diligence, patience and respect for others.
  • Observed individual behaviors and suspect actions, and reported issues to their leaders.
  •  Communicated constructive feedback to new hires regarding specific actions, behaviors and words during their training and ramp up process.
  • Conducted presentations to advance new hire knowledge. 
  • Provisioned 84 new hires to utilize 17 ADP applications. 
  • Developed an interactive webpage for New Hire Coaches to collaborate on strategies and plans for new hires from each ADP region. 
  • Analyzed new hires training participation, capstone results, and on the job learning performance. 
  • Collaborated with leaders to develop strategies and performance improvements plans for their representatives.
  • Educated leaders on how to utilize Lync, Genesys, NICE,  and OneNote.
  • Assisted trainers with their 10 week training plan, troubleshooting technical problems, and giving performance feedback.
  • Piloted the Central Core's Peer Mentor Program that includes 25 peer mentors currently.
  • Collaborated with co-workers to establish Central Core's Outlook Best Practices. 
  • Established a call monitoring partnership with our Implementation new hires and New Hire Coaches. 
  • Mentored over 10 representatives on career and personal development within ADP. 
  • Assisted 7 representatives to be promoted within ADP and individuals outside of ADP. 
  • Since being hired as a new hire coach, Central Core's new hire retention rate is currently 5.26%. Compared to the rate of 12% retention rate for Central Core FY17. 
Client Support Specialist (UpMarket) 03/2016 to 10/2017
ADP – Dallas, Tx
  • Assisted with mentoring & supporting over 40 newly hired associates within the ADP Norfolk, Va location.
  • Coached new hire associates in our Dallas location to promote employee development
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Maintained a positive transaction survey of 9.4  in this position.
  • Participated the level 1 and 2 fast track program within the Upmarket department.
  • Acted as a positive mentor for newly hired representatives in the Dallas office.
  • I was selected to be an ADP ambassador to our Norfolk, Va location. In which I have been invited to visit twice within 2017.
  • Received 4.0/5.0 on my FY17 performance review. 
Inside Sales Representative 07/2014 to 01/2016
Publishing Concepts – Addison, TX
  • My responsibilities were to collect as much data as possible, provide customer service, cancel customer orders, 5 sales a day, allow the customer to make donations to their associations or university, make sure that every call is a referenceable.
  • Major Accomplishment: I became a mentor for new employees though, in which I help the new employees through their first few months with the company.
Sales Representative 01/2014 to 06/2014
MyPayrollHR – Addison, TX
  • My role was to sell payroll software, I made 300 cold phone calls a day, I learned how to operate a CRM and constantly update my pipeline.
  • I created partnerships with CPA's, and also with Card Merchant Processors.
  • I had a weekly quota of 6 appointments and 2 deals.
  • Major Accomplishment.
  • I was promoted from being an Inside Sales Representative to an Outside Sales Representative.
Manager 11/2010 to 06/2012
Chick Fila – Denton, TX
  • I started off as a cashier, my responsibilities were to give excellent customer service, clean the bathrooms and clean the As a manager my responsibilities were to give customer service, take file employee information, balance the cash registers, close out the sales for the night, interview out the trash, and wash the dishes.
  • Also responsible for locking the building for the night.
  • Major Accomplishment: I was promoted to manager after 4 months of working for Chick Fila.

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Job-winning Client Support Specialist resume

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Professional Summary

Client Support Specialist who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.

Skills
  • Initiative and problem-solving abilities
  • Maintains confidentiality
  • Proficient in Microsoft Office including Excel and PowerPoint
  • Strong team player
  • Excellent communication skills
  • Experienced working with payroll tax filing system (Payroll Tax Management system, Master Tax, UltiPro, Salesforce)
  • Ability to learn other application programs as needed 
  • Attention to detail
  • Customer and client relations
Work History
Temporary Tax Operator 04/2018 to 05/2018
Ultimate Software Group Inc – Santa Ana, CA
  • Maintained strict confidentiality procedures to ensure data integrity.
  • Provided operational support for company software.
  • Involved in a variety of operational areas on the new company software platform interacting with internal peers.
  • Audited documents such as Tax Returns for appropriate distribution and mailing.
Client Support Specialist 01/2015 to 01/2018
Payroll Tax Management Inc – Santa Ana, CA
  • Collaborated,  research, analysis and necessary reconciliation to resolve agency related payroll tax notices and amendments with internal peers.
  • Managed ten customer accounts consisting of 1100 employee identification numbers to process payroll taxes and file Federal, State and local tax returns for QE and YE filing.
  • Administered and maintain on CRM the company's database, including updates, and reports.
  • Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
  • Interacted with tax agencies, customers, and internal to Company.
  • Analyzed payroll data supplied by clients.
  • Managed sensitive and confidential file systems in both digital and physical formats. 
  • Developed sustainable relationships of trust through open and interactive communication with internal and external members. 
  • Researched issues and took appropriate action to ensure speedy resolution.
  • Ensure accurate compliance with payroll tax laws and regulations for company and the client
  • Implemented client data changes into the system using company payroll software, and sales force.
Tax Analyst 06/2013 to 11/2014
Ultimate Software Group Inc – Santa Ana, CA
  • Facilitated communication between clients and tax authorities.
  • Provided the integration of modern tax software with client accounting software.
  • Prepared written responses or tax return amendments to resolve state and federal notices.
  • Processed Federal, State and Local tax returns for business customers.
  • Researched and resolve tax notices on a timely manner to avoid additional assessments to customer accounts. 
  • Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
  • Collected and reported monthly payroll tax variances and explanations .
  • Set up and updated customer accounts with interactions, payments and personal information.
  • Provided extensive clerical and administrative support to department staff.
  • Followed up with customers to collect information and verify details.
Test Operator 04/2011 to 01/2013
Semtech Corporation – Irvine, CA
  • Recorded inspection and test data in multi test stations and entered in Excel spreadsheet for test results; pass or fail.
  • Inspected outbound shipments and conducted random sampling to ensure product quality.
  • Identified and helped resolve production problems such as damaged computer chips.
  • Quality assurance of passed computer chips.
  • Observed all safety policies and procedures.
Education
Bachelor of Science: Healthcare Administration 2017 University of Phoenix - Southern California Campus
Long Term CareAffiliation: Association of University Programs in Health Administration (AUPHA)AHA Heart-saver First Aid CPR AED 2017 University of Phoenix - Southern California Main Campus
Associate of Arts: Healthcare Administration, Long Term Care 2011 American Intercontinental University

Top Client Support Specialist skills

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Experienced Client Support Specialist resume

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Professional Summary
To engage in a dynamic career position that will utilize my education and professional experience within a growing company. To involve myself with a team where I can utilize my leadership skills to achieve growth and success. Exceptional leader talented at [Skills set 1] , [Skill set 2] and [Skill set 3] . Technically-savvy with outstanding relationship building, training and presentation skills. Experienced [job title] professional with strong leadership and relationship-building skills. Meticulous [job title] , excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare, Finance and Legal.
Skills
    Microsoft Office, Project, Powerpoint, Visio and others
  • Team liaison
  • Self-motivated
  • Strong verbal communication
  • Project management
  • Conflict resolution
  • Extremely organized
  • Process implementation
  • Client assessment and analysis
  • Staff development
Work History
Manager, 01/1996 to 01/2005
ChoicePoint Inc – Santa Ana, CA
  • Managed direct reports & support staff Budget management Introduced Systems Communications process in CA and FL Implemented Production Issue Process Implemented Time Tracking system Restructured & managed Change Control Management Streamlined our Work Request process Implemented production issue & project metrics Implemented an on-call process for 24 hour product support Owned Root Cause Analysis process Implemented & managed Product Development Process Other positions held within ChoicePoint Inc.
Sr Quality Assurance Engineer / Requirements Management,
Release Coordinator, Middleware Development Group
Supervisor, Client Support Specialist / Senior Systems Communications Specialist, 01/1990 to 01/1996
Automobile Club of Southern California – Santa Ana, CA
Insurance Services Specialist,
  • Serviced auto and home insurance policies as well as club memberships.
Education
Associate: Arts, 2004
Telelogic Irvine, CA DOORS for Requirements Management
Time Manager, 2001
Long Beach, CA
A.A: 1993
Orange Coast College - Costa Mesa, CA
Additional Information
  • TIPS , Gallup Signature Themes of Talent: Responsibility, Deliberative, Arranger, Restorative and Relator CP Operations Rising Star Award 2003, CDB Infotek President's Club selection June 1997

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