Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Success Operations Specialist

  • Jan 2023 - Present

  Ensure that customers feel supported while getting acquainted with our platform. Provide them with product and subject matter education.Serve as the main point of contact for inbound inquiries from customers.Provide specialized services to Customers, Worker's Compensation Claim filing, Payroll issue triaging & support, and supporting certain end-of-year workflows.Educate and support customers around Justworks' continually expanding product and service offerings.Explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms for your customers.Displaying a high level of professionalism and compassion when working with each account on sensitive matters.Partner with internal teams to provide more detailed, timely, and important information about account health, customer requests, and data related to retention. Show less

• Customer Success Specialist

  • Sep 2021 - Present

  Work closely with internal teams to verify that customer needs and the voice of the customer is heard, understood, and prioritizedFocus on continuous process and quality improvementObsess over key CS metrics of customer satisfaction, health, and retentionHandle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviewsPerform other related duties as assigned.



GEP Worldwide

• United States
• Business Consulting and Services
• 700 & Above Employee

• Customer Support Analyst IT

  • Nov 2019 - Apr 2020

  Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution using Salesforce and maintaining a monthly SLA. Experience with Procurement software. Troubleshot with end clients over the phone, email, and communicate with them to ensure that the onboarding process for new accounts are successful Worked with the software development team on reported errors and bugs on newly released software using JIRA and assisted in the deployment of release fixes. Weekly Excel reports and meetings with clients reviewing case by case on issues that transpired during the week. Show less



COMPUTER GENERATED SOLUTIONS INCORPORATED LLC

• Edison, New Jersey, United States

• Supervisor

  • Nov 2014 - Nov 2019

  Monitored employees' productivity, accuracy, and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care. Resolved tickets for clients on the ASTEA software to ensure that all log-in, issues, and priorities were remediated. Communicated with clients on a global level with all products, and dispatched assistant techs to on-site facilities Communicated effectively on the phone, and in person. Monitored all systems for any Tier 1 or Tier 2 related problems. Mobile device (iPhone & Android) connectivity & support. Reported status on partnership with Fujifilm to enroll employees on the email server. Focused on revisions to employee onboarding requirements for the current access directory. Show less