Alyssa Guthrie
Norfolk,VA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
Work History
Team Leader
OneADP Norfolk
03.2023 - Current
- Partnering directly with senior leadership and established leaders in shadowing day to day routine
- Associate call observations, case analysis with discussions including action plans on best practices and time management, organizing, and prioritizing
- Outlier management with an eye for trends to provide feedback to current leaders for coaching opportunities
- Coordination and execution of the new hire provisioning, onboarding, new hire coaching, nesting period.
- Extension of CSS-III tasks
Client Support Specialist III
OneADP Norfolk
03.2022 - 03.2023
- Contributes to direct team and departmental coaching during call calibration and case analysis using the call flow sheet and call observation form for reference in 1:1 follow up
- Supporting associate engagement and success by promoting positive moral around TNPS, Case Parties, Incentives, and Standout/Engagement Pulse
- Participates in Corporate & Departmental escalations to completion using critical thinking and empathy
- Created opportunity for this position to participate in the role as a New Hire Coach and Peer to Peer Partner lead – Preforms onboarding tasks/presentations and coordinates the P2P Partner assignments and schedules
- In addition to CSS-II tasks.
Client Support Specialist II
OneADP Norfolk
05.2021 - 03.2022
- Assisting leadership in chat announcements of Productivity, Metrics, Quality, and any organizational announcements
- Expert in client de-escalation by utilizing specific resources and communication then providing coaching feedback, and training
- Participated in many stretch assignments such as Peer Mentor, Jr
- Service Support Specialist pilot, and departmental Case Crusher
- In addition to CSS-I tasks.
Client Support Specialist I
OneADP Norfolk
09.2019 - 05.2021
- Vigorously provide support while answering and managing incoming calls and emails
- Assist clients in navigating systems and products to efficiently process their payroll using ADP's Workforce Now (WFN)
- Uses problem solving techniques to generate solutions to teach clients how to use WFN successfully to process their payroll needs
- Manage caseload with thorough organization skills and controlled deadlines
- Any special projects assigned by leadership; de-escalations, designated clients, stretch assignments, etc.
Administrative Assistant
One Hour Heating and Air Conditioning
10.2018 - 07.2019
- Managed over 20 spreadsheets for technician profit progress sheets
- Key Point Indicator (KPI), and commissions; reconciled daily, weekly, monthly for errors
- Preformed clerical office task such as mailing, copying, filing, faxing, and scanning
- Recorded weekly inventory, restock order for supplies and parts
- File warranty claims and follow up in a timely manner.
Client Care Representative
One Hour Heating and Air Conditioning
01.2014 - 10.2018
- Operated inbound and outbound high volume phone system while maintained relationships with clients to scheduling appointments and conducting daily telephone contact with completed members/clients to follow up on services
- Immediately resolve issues when arise with clients and technicians, using de-escalation techniques
- Training in prosperous dispatching per guidelines for daily/monthly goals using KPI's as reference
- Any special projects assigned by management; Extended back up for primary Dispatcher.
Education
Bachelor of Science – Business Management -
University of Phoenix
Associate of Arts with concentration in Business Fundamentals -
University of Phoenix
10.2023
Skills
- Evaluating Employee Work
- Performance Evaluations
- Teamwork and Collaboration
- Giving Constructive Feedback
- Team Check-Ins
- Expectation setting
- Improvement plan knowledge
- Overseeing Daily Activities
- Team motivation
- Complex Problem-Solving
- Idea Development and Brainstorming
- Mentoring
- Daily workflow improvement
- Call Center Operations
- Quality Improvement
- Problem-Solving
- Issue Resolution
- Complaint resolution
- Feedback Delivery
- Team Supervision
- Goal Setting
- People Management
- Key Performance Indicators
- Work Planning and Prioritization
- Staff education and training
- Client Support
- Analytical Thinking
- Coaching and Mentoring
- Onboarding and Orientation
Timeline
Team Leader
OneADP Norfolk
03.2023 - Current
Client Support Specialist III
OneADP Norfolk
03.2022 - 03.2023
Client Support Specialist II
OneADP Norfolk
05.2021 - 03.2022
Client Support Specialist I
OneADP Norfolk
09.2019 - 05.2021
Administrative Assistant
One Hour Heating and Air Conditioning
10.2018 - 07.2019
Client Care Representative
One Hour Heating and Air Conditioning
01.2014 - 10.2018
Bachelor of Science – Business Management -
University of Phoenix
Associate of Arts with concentration in Business Fundamentals -
University of Phoenix