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Service Desk Lead
Employed
Available
Experienced Team Leader with 8 years of experience in a fast-paced customer service environment and able to prioritize and delegate tasks effectively. Bilingual (Spanish-Reading/Writing). Dedicated to providing excellent customer service and making operational and procedural improvements. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
Payroll Service Specialist
ADP
Since December 2015
Miami
United States - Florida
- • Develop and manage on-going resolution and product support for ADP clients Serve as a subject matter expert in handling routine client requests for ADP clients. Responsible for coordinating accurate payroll processing and ensuring appropriate processing procedures and compliance regulations for client base. Communicate information regarding HR, benefits, WGPS and 401K to ADP clients in order to maintain high quality standards Work in a team environment to ensure no payroll is left behind.
Senior Compliance Specialist
US Gas & Electric
May 2015
to September 2015
Miramar
United States - Florida
- • Tracked, resolved and responded to mediated complaints from customers and government entities. Played an essential role in the development of compliance documents such as terms and conditions, contract summaries, customer enrollment forms and new markets. Ran management reports that measured team performance to ensure compliance with the companies. KPI matrix Monitored inbound and outbound calls for both inside and outside sales channels and customer service. Directed a team of six to establish a comprehensive compliance program. Monitored third party verifications from outside vendors to ensure compliance with company and regulatory requirements.
Team Leader
Kaplan University
September 2008
to May 2015
Fort Lauderdale
United States - Florida
- • Conducted performance reviews for 7 support agents. Measured KPI (first call resolution, abandonment rates, hold and not-ready times). Trained/mentored agents to support students and faculty. Measured call-center performance in compliance with the universities customer service levels. Managed and support remote agents (work from home and other locations). Managed IVR options and phone systems. Volunteered in special projects for multiple departments to enhance the performance of the client facing applications.
Agent
Kaplan University
December 2007
to September 2008
Fort Lauderdale
United States - Florida
- • Identified incidents, documented and retrieved pertinent information for tracking and further escalation. Responded and assisted students and faculty members with the online platform and answered an average of 50 calls a day. Developed strong customer service relations with internal and external clients. Managed client’s requests to meet the departments SLA’s.
The Master of Science in Management program focuses on helping you build specialized leadership skills in a particular discipline and is designed to prepare you to pursue managerial and executive positions in a wide range of industries. From the start of the program, courses help you develop leadership knowledge and abilities that you can apply immediately to your work life and to help advance your career. Through relevant instruction and hands-on application, you may acquire skills and understanding in decision making and day-to-day managerial functions. The curriculum encourages you to identify real-life professional challenges by building a resume of case studies and projects, hypothesizing and testing solutions, and measuring results. You will examine current concepts and effective management and organizational strategies that impact today's global marketplace.
Bachelors of Business Administration: International Business and Economics
ICESI University
July 1998
to August 2003
- KPI’s management
- Training and quality scorecards • Client-focused
- CRM systems
- Client Focused
