Customer service and Payroll professional with 10+ years in the industry. Highly efficient at building and maintaining client relationships. Seeking to leverage my interpersonal skills.
Need a customer service professional who will ultimately "wow" your customers? Look no further, my skills and expertise have been developed to do just that.
Key facts:
Managing a team of Customer Service Agents within a business process outsourcing (BPO) company
Managing weekly and biweekly payroll processing for a large clientele
12 years experience in the US Payroll/Benefits industry and Customer Service industry
3 years experience in Customer service management
2 years experience as a Virtual Assistant
Proficient in English language (written and oral)
PROFESSIONAL EXPERIENCE
Sutherland Global Services
Associate Manager Aug 2016 - Present
• Coach and provide real-time management of team members
• Establish and maintain communication with clients and team members to resolve issues
• Establish motivational programs within team
• Oversee and manage performance to ensure key performance metrics are met/exceeded
• Maintain and report statistics of team’s performance weekly/monthly
Loans Consultant Aug 2015 – July 2016
• Analyze applicants’ financial status to determine feasibility of granting a loan
• Correspond with applicants to obtain information for loan applications and to answer questions about the process
• Approve loans within specified limits and compute payment schedules
• Negotiate payment arrangements with those customers who have delinquent loans
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Xerox Corporation
Payroll Benefits Team Lead Sep 2010 – Aug 2015
• Act as owner and champion of all Payroll Benefits related processes for a client with approx. 80,000 employees
• Provide day-to-day functional direction, training and support to ensure processes are executed accurately and timely
• Train new team members to ensure consistent administering of benefits in accordance with standard operating procedures
• Review existing plans and benefits
Work Terms
Hours of operation - I am flexible, however I do prefer to work in the latter part of the evenings or nights
Payment terms - hourly rate
Preferred style of communication - email, Skype or instant messaging