Results-driven client service representative with a proven ability to establish rapport with clients.Vast knowledge of Human Resource and Payroll business models with more than six years experience supporting clients in various ADP Benefit, Human Resource, Recruitment, Talent, Time and Attendance and Payroll Software systems.
Respond professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Continuously upgrade knowledge and skill base relating to new product roll out, existing products and statutory or legislative changes. Support client application users which include instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Products supported include HRB, Pay eXpert, ezLM and ADP Portal within stand alone and WorkforceNow platforms
Manage customer inquiries on current and expired rate plans, technology gaps, coverage areas, and describing basic functionality on mobile technology usage. Also took payments on a daily basis using complex systems to enroll customers in auto-pay programs. Contract renewals, sales in additional features, resolved all billing questions, and disputes. Troubleshot phone and service issues, using materials provided by company.
Handled customer inquirers, complaints, billing questions and payment extensions/service requests. Resolved customer escalations, repaired trust, built rapport, located resources for problem resolution and designed best-option solutions. Interface daily with internal partners in Collections, Field Services, Cancellation, New Business, and Technical Support.
Anticipated Graduation Date - June 2014
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