Carlos Montano
Summary
Highly motivated and results oriented Implementation Tech Lead with more than 5 years of experience managing complex projects, 10+ years of client support experience, 5+ years of analytical support experience. Subject matter expert in Workforce Now with the MAS accounts division. Trusted advisor knowledgeable about our business environment. Proactive planner, proficient prioritizing critical client issues and managing workflow to ensure accurate and timely projects completion. Excellent Project Management, communications and interpersonal skills.
Overview
6
6
years of professional experience
Work History
Implementation Tech Lead
ADP
11.2022 - Current
- Effectively manage high volume of complex projects. I’m the first to raise my hand and take care of long complicated projects such as Multi J accounts Out of Balance, recals and calculations set up.
- Consistently and efficiently provide support to multiple partners across the 1-M group. I assist IC’s, PM’s and ITL’s with different complex issues. Also assist Amazon, Account Managers and ITL’s from other departments.
- Successfully manage multiple projects simultaneously. As I handle complex adjustments, I also take care of SOS questions, Trainings, one on one assistance with IC’s and other escalated requests.
- Collaborates regularly across functional areas and works in a team environment. Partner frequently with our tax team to complete balance reconciliation before deadlines.
- Constantly share knowledge and experience with peers across multiple departments.
- Thrive quickly learning new processes and investing in personal and professional development. Constantly strive to improve processes by learning new tools, such as the Pay Adapt files, which cut processing time by at least 80%.
- Successfully build relationships across business channels. Throughout my ADP experience I have made and kept relationships to help each other.
- Acquire specialized knowledge to become subject matter expert in different subject areas. I have expanded my knowledge on Multi J set up and Out of Balances processes and teach my peers how to improve them.
- Excited and willing to expand knowledge and understanding of WFN emerging technologies.
- Developed and maintained technical documentation for software systems.
- Ensured compliance with established processes, procedures, policies, guidelines, and standards.
Sr. Client Support Consultant
ADP
10.2022 - 11.2023
- Successfully planned, coordinated, and completed training for Carrier Connections, Benefits, SSS Cohort and CPP (Certified Payroll Professional) within the same period.
- Manage cases from multiple departments, CPA Helpdesk, Carrier Connections and Benefits providing Service Excellence.
- Resolve complex cases, lead, and meet with multiple stakeholders to work collaboratively and successfully find a resolution.
- Great ability to collaborate with the team, constantly share knowledge, mentor new employees, and help teammates with FPC and badges training.
- SSS back up, manager back up.
Client Support Specialist II
ADP
05.2021 - 10.2022
- Workforce Now subject matter expert. I have built extensive knowledge by completing 16 Gold Knowledge Quest Badges and 2 Platinum so far.
- Effectively built relationships and exceeded expectations on client’s request by listening to the issues and providing the best solution.
- Support team members by helping them resolve complex calls, answering questions on the team’s chat and backed up manager during his absence.
- Educate our client on every opportunity recommending the best practices and solutions when processing payroll.
- Incorporate new processes, tools, and approaches when recommending an ADP solution.
- Provide a better experience by resolving complex issues that have not been addressed on multiple previous calls, restoring our client’s trust.
Client Support Specialist
ADP
01.2019 - 04.2021
- Guide clients to the most effective payroll solution through inbound/outbound calls and e-mail communication.
- Demonstrated ability to learn and apply payroll, system concepts, earned FPC (Fundamentals of Payroll Certificate) within 9 months of hire and 15 Gold Knowledge Quest Badges and 1 Platinum.
- Serve as a Workforce Now subject matter expert resolving routine and complex client requests with pre-defined solutions and customized solutions.
- Consult clients to deliver comprehensive payroll solutions.
- Recognize client business issues and concerns, troubleshooting and resolving customer concerns and complaints.
- Assist with Loyalty escalations, other team member’s escalations, help CSS through SSS Chat.
- Assisted other specialists on the team, served as mentor.
- Navigate multiple systems and resources to deliver solutions, answering technical and non-technical questions.
- SSS back up, member of Appointment Base Model Team, Advanced Casework Team, Enhanced Amazon Support Team and Spanish Speaking Crew.
Education
Certified Payroll Professional -
Tempe, ArizonaSHRM Certified Professional -
Tempe, ArizonaBachelor of Science - Global Business, Financial Management
Arizona State University
Glendale, ArizonaAssociate Degree - Business
Phoenix College
Phoenix, ArizonaAssociate - Transfer Partnership, Accountancy
Phoenix College
Phoenix, ArizonaSkills
- Implementation Technical Support
- Project Management
- Time Management
- Organizational Skills
- Interpersonal Skills
- Communication Skills
- Customer Service Skills
- Process improvement
- Knowledge sharing
Timeline
Implementation Tech Lead
ADP
11.2022 - Current
Sr. Client Support Consultant
ADP
10.2022 - 11.2023
Client Support Specialist II
ADP
05.2021 - 10.2022
Client Support Specialist
ADP
01.2019 - 04.2021
Certified Payroll Professional -
SHRM Certified Professional -
Bachelor of Science - Global Business, Financial Management
Arizona State University
Associate Degree - Business
Phoenix College
Associate - Transfer Partnership, Accountancy
Phoenix College
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