Experience

Ascentis a UKG Company

• United States
• Software Development
• 1 - 100 Employee

• Associate Manager, Product Support

  • Dec 2016 - Present



ADP

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

• Technical Support Specialist (Payroll Services)

  • Aug 2008 - Present

  Sacramento, California Area Provide training and technical assistance to 200 + associates. Answer inquiries, via phone, MS Lync chat and online collaborative community, related to topics such as payroll processing and corrections, changes in exemptions, tax filing updates, tax reconciliation, garnishment processing, third party payment entries, state jurisdictions set ups, fringe benefits, pre-tax deductions, terminations etc. Direct associates on how to prepare custom reports; compiling summaries of… Show more Provide training and technical assistance to 200 + associates. Answer inquiries, via phone, MS Lync chat and online collaborative community, related to topics such as payroll processing and corrections, changes in exemptions, tax filing updates, tax reconciliation, garnishment processing, third party payment entries, state jurisdictions set ups, fringe benefits, pre-tax deductions, terminations etc. Direct associates on how to prepare custom reports; compiling summaries of earnings, taxes, pre and post-tax deductions, PTO and fringe benefits. Educate associates on federal and state tax and wage laws to maintain compliance. Troubleshoot multiple system/platform errors. Process quarter/year-end payroll and tax adjustments. Conduct extensive research, utilizing various systems and resources, to expedite responses to critical client situations. Identify training needs within the services team; create training material as well as facilitate virtual training. Assist associates and service managers with client escalations. Show less



Schnitzer Steel

• United States
• Mining
• 700 & Above Employee

• Call Center Supervisor

  • Feb 2007 - Jul 2008

  Sacramento, California Area Supervised call center employees; provided coaching, leadership and direction. Monitored representative’s calls and production for quality assurance. Evaluated and altered work schedules to maintain appropriate floor/call coverage. Prepared and delivered corrective action plans, standards of performance, quarterly and annual reviews. Facilitated weekly team meetings and debriefs. Responded to customer complaints; offered services and solutions… Show more Supervised call center employees; provided coaching, leadership and direction. Monitored representative’s calls and production for quality assurance. Evaluated and altered work schedules to maintain appropriate floor/call coverage. Prepared and delivered corrective action plans, standards of performance, quarterly and annual reviews. Facilitated weekly team meetings and debriefs. Responded to customer complaints; offered services and solutions. Trained call center representatives and assisted auditors in training vehicle purchasing agents. Created and initiated incentives as motivation for representatives to increase vehicle purchasing volume and ensure call center goals were met. Show less



A Taste of Laguna

• Owner / Manager

  • Jul 2006 - Oct 2007

  Elk Grove, CA Managed day to day operations of the restaurant. Recruited, hired, and trained staff; scheduled staff’s work hours. Managed accounts payable and receivable; processed payroll. Addressed and resolved complaints concerning food quality and service. Administered counseling and discipline to employees when necessary. Estimated food consumption, tracked inventory and placed vendor/supply orders. Ensured established standards of food safety and sanitation… Show more Managed day to day operations of the restaurant. Recruited, hired, and trained staff; scheduled staff’s work hours. Managed accounts payable and receivable; processed payroll. Addressed and resolved complaints concerning food quality and service. Administered counseling and discipline to employees when necessary. Estimated food consumption, tracked inventory and placed vendor/supply orders. Ensured established standards of food safety and sanitation were maintained. Show less



USAA

• United States
• Financial Services
• 700 & Above Employee

• Licensed Member Service Specialist

  • Mar 2004 - Dec 2005

  Sacramento, California Area Provided prompt professional and efficient service to policyholders. Answered inbound calls; assisted policyholders with inquiries and account changes. Provided quotes and issued policies for home owners, renters, automobile and personal articles Insurance. Processed evidence of insurance request. Updated and corrected traffic violations and accident claim records. Performed underwriting analysis to evaluate risk acceptability and appropriate product… Show more Provided prompt professional and efficient service to policyholders. Answered inbound calls; assisted policyholders with inquiries and account changes. Provided quotes and issued policies for home owners, renters, automobile and personal articles Insurance. Processed evidence of insurance request. Updated and corrected traffic violations and accident claim records. Performed underwriting analysis to evaluate risk acceptability and appropriate product pricing. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Level II Specialist / Lead

  • May 1997 - Feb 2004

  Sacramento, California Area Assisted internal and external customers with residential, wireless and data accounts. Maintained customer records by updating account information. As a member of the Wireless Retention Team, focused on retaining customers by building relationships and making considerable efforts to meet customer’s needs. Promoted to Level II Specialist, responsible for coaching newly hired representatives on account provisioning, phone/network troubleshooting and adhering to call queue… Show more Assisted internal and external customers with residential, wireless and data accounts. Maintained customer records by updating account information. As a member of the Wireless Retention Team, focused on retaining customers by building relationships and making considerable efforts to meet customer’s needs. Promoted to Level II Specialist, responsible for coaching newly hired representatives on account provisioning, phone/network troubleshooting and adhering to call queue and call quality metrics. Monitored trainee’s production and performance. Identified coaching opportunities and provided feedback. Trained representatives on handling difficult customer questions; de-escalation best practices. Show less