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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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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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Skills
  • Project Management
  • Team Leadership
  • Microsoft Office Suite
  • Adobe Creative Suite


  • HTML and CSS
  • Salesforce
  • Jira Software
  • Desk.com
Work History
Client Support Manager, 12/2016 to Current
Fishbowl Inc. Alexandria, Virginia
  • Manage a team of five Client Support Specialists to ensure SLAs are met and client experience is positive
  • Act as a point of escalation for urgent and high priority issues at Fishbowl company-wide from small business to Enterprise level clients
  • Act as an intermediary between direct reports and clients to resolve conflicts that arise
  • Manage projects to update Client Support procedures in Fishbowl CRM platform Create documentation and best practices for Client Support procedures
  • Facilitate bi-weekly meetings with direct reports to troubleshoot client issues and escalations along with ticket audits
  • Lead weekly team meetings with Client Support Specialists to discuss ongoing issues, company-wide information and updates to Fishbowl processes
  • Work cross-functionally with technical support, product, and engineering to ensure escalated issues are handled in an efficient and timely manner


Client Success Consultant, 07/2016 to 12/2016
Fishbowl Inc. Alexandria, Virginia
  • Acted as Client Support Team Lead while managing a personal client load of 70+
  • Provided strategic recommendations to clients regarding Fishbowl product usage
  • Worked directly with Account Owners and their clients to resolve complex issues or reach set marketing objectives
  • Created training plan for new Client Support hires  
  • Managed and Maintained Client Support internal documentation to ensure the most up to date practices were in place


Client Support Specialist, 11/2015 to 07/2016
Fishbowl Inc. Alexandria, Virginia
  • Provided technical support to 500+ clients ranging from local business to Enterprise level clients
  • Provided technical support to Fishbowl employees
  • Supported entire Fishbowl SaaS product suite
  • Acted as the "first line of defense" for troubleshooting and escalating bugs internally as well as externally


Assistant Director of Operations, 05/2015 to 10/2015
PrestoSports Rockville, Maryland
  • Assisted the Art Director in project to rebrand PrestoSports
  • Appointed Project Manager for redesign of the PrestoSports corporate website
  • Acted as a member of the Storytelling team who managed social media company-wide
  • Responsible for the development and testing of new products and product features
  • Managed all site design and template changes for live sites


Senior Operations Specialist, 05/2010 to 05/2015
PrestoSports Rockville, Maryland
  • Provided exceptional customer and technical product support for existing PrestoSports clients
  • Project Manager for 200+ clients designing website elements and training client on the PrestoSports CSM
  • Managed all site design and template changes for live designs
  • Led training calls for new hire training calls
Education
Master of Science: Marketing, Concentration in New Media & Communications, 2016
Southern New Hampshire University - Manchester, NH
BBA: Sports, Event and Hospitality Management, 2010
George Washington University - Washington, D.C.
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Professional Summary
Avid professional offering over 15 years of experience ranging from management, human resources, payroll administration and customer service. Incomparable ability to prioritize and execute multiple Payroll/HR projects and deadlines concurrently. Proficient in administering corporate Payroll/HR initiatives, providing a broad level of counseling on hiring, terminations and payroll..
Skills
  • Payroll administration
  • Hiring/Terminations
  • HRIS/HCM/HRMS
  • Payroll administrator
  • Records maintenance
  • Audit preparation and reporting
  • I9
  • Processing garnishments
  • Project management
  • Customer Service
  • Statistical reporting
  • Manager/Employee coaching
Education
Bachelor of Science: Business Administration with Minor in Marketing, December 2010
University of Dubuque - Dubuque, IA
Computer Expertise
ADP Workforce Now, ADP Pay Expert, SAP (Money Movement/WGPS) GL Interface, PMEI, SIEBEL, Mr 2000 (Management Custom reporting) ,MS Office: Word, Excel, PowerPoint, Visio, AutoPay Mainframe, PMF(Production Management Facility) and PTCS( Product Tracking & Control System).
Certifications
HIPAA Compliance Certification- 2017
Professional Experience
Client Support Specialist I, 05/2016 to Current
ADP Atlanta, GA

  • Responsible for the preparation and disbursement of the semi-monthly payroll in a multi-state environment using ADP Pay Expert Internet Payroll Service and ADP time and attendance systems.
  • Ensure semi-monthly, monthly, biweekly and weekly payrolls are processed in a timely and accurate manner.
  • Check non-exempt personnel time sheets utilizing an electronic time and attendance software product for compliance with policy, state and regulatory requirements.
  • Taxable fringe benefits administration i.e., group term life insurance, monthly parking, and HSA reporting.
  • GLI Interface/ General Ledger /Accounts mapping.
  • Administer the 401(k) plan by assisting with employee questions and concerns and ensuring accurate and timely contributions are made to the 401(k) administrator.
  • Review and audit master file and pay data entries, YTD totals, and file amendments.
  • Prepare various payroll and management reports, journal entries, workers compensation, garnishments, deductions, vacation/sick accruals, PTO and reconcile quarterly payroll taxes.
  • Reconciles payroll bank statements and reviews the accuracy of payroll deductions to payroll output documents.
  • Respond to employee inquiries and requests regarding payroll matters.
  • Process manual checks as requested by Human Resources or Accounting.
  • Advise technical representatives on anticipated procurement requirements.
  • Negotiated changes in price(s), terms and conditions, and overhead rate agreements due to contract modifications, supplementary agreements, settlements from change orders due to defective specifications, changed site condition, etc.
Operations Manager, 05/2015 to 04/2016
LA Fitness Atlanta, Georgia
  • Purchased materials, plan inventory and ensure warehouse efficiency.
  • Examined financial data/statements and utilize them to improve profitability.
  • Performed quality controls and monitor production KPI\'s.
  • Recruited, trained, supervised and appraised human resources.
  • Contracted for custom bulk buy equipment devices totaling $50,000.00.
  • Performed contract administration by managing all actions after the award of a contract that must be taken to assure compliance with the contract; timely delivery, acceptance, payment, closing contract.
  • Examined estimates of material, equipment services, production costs, performance requirements, and delivery schedules to ensure accuracy and completeness.
  • Reviewed purchase orders/invoices and bid requests to ensure no discrepancies.
  • Performed contract management and administration in accordance with policies, government regulations, and legal requirements.
  • Reviewed and administered contracts and modifications; prepared contract review.
Location Manager, 07/2014 to 04/2015
Hertz Corporation Atlanta, Georgia
  • Oversaw all of the personnel and operational functions of an airport location.
  • Effectively communicated with people at all levels with the ability to diffuse difficult or hostile situations.
  • Managed a unionized workforce, delivering quality customer service, increasing sales and revenue, scheduling adequate staff coverage, handling customer issues and requests, and training new personnel.
  • Performed tasks using automated software applications and programs for word processing and creating and maintaining spreadsheets.
  • Composed and edited letters, reports and other correspondence.

Assistant Manager, 07/2011 to 12/2013
Wet Seal Kennesaw, Georgia
  • Supported the store manager in executing sales goals, supervising associates and coaching in the moment.
  • Drove sales by suggestive selling, coaching in the moment, adding on merchandise to complete and enhance a customer's purchase.
  • Participated in executing the visual presentation of the store to attract our customers, by ensuring the proper marketing is throughout the store.
  • Balanced the opening and closing of the cash drawers.
  • Process shipment and continue to keep a customer service driven environment.
Customer Service Representative ( Contract), 08/2009 to 12/2010
HealthBAR CAFE Jersey City, NJ
  • Accounts Payable &Accounts Receivable.        
  • Maintained clean and orderly checkout areas.
  • Keeping periodic balance sheets of amounts and numbers of transactions.
Other Experience

​DEBS: Women\'s Clothing Store Dubuque, Iowa

June 2007-November 2007   Job Title: Customer Service Representative

  • Answered customers\' questions, and provide information on procedures or policies.
  • Greeted customers entering establishments.
  • Accounts Receivable &Accounts Payable Maintain clean and orderly checkout areas.

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​Signal Battalion Facility. Hanau, Germany ( Workstudy)

May 2004 –August 2004 Job Title: Administrative Assistant.

  • Performed administrative and office support activities for multiple supervisors, multi-line phone system, updated supervisor calendar, Filed, faxed, MS software programs (Excel, Power Point, Word, & Publisher).
  • Maintained the prerequisite knowledge, skills and abilities to purchase materials, services and process modifications against customer accounts.


AAFES Service Hanau, Germany

June 2000-August 2006 Job Title: Office Administrative Assistant

  • Pulled folders for individual contracts and put in alphabetical order.
  • Responsible for locating requested folders for the warehouse personnel on incoming packages.Responsible for the distribution of office mail.
  • Gathered data for review at the request of the Service Business Manager Created file folder for new acquisition orders Logged new contracts onto Service Office spreadsheet.
  • Printed contracts, modifications (MOD\'s) and invoices for processing.