Christina Wilson
Phoenix,AZ
Summary
A company that allows me to utilize my excellent communication, computer skills, experience in payroll, customer service experience, sales experience which offers growth within the company.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Grainger
Phoenix, AZ
03.2025 - Current
- Handled a high volume of inbound calls/Outbound calls delivering quality customer service with professionalism, empathy, and efficiency
- Quickly navigated multiple computer screens, software programs, and databases to resolve inquiries
- Assisted customers with order placement, product information/identification, product search, pricing, invoicing discrepancies, apply credit, and facilitate returns
- Trained new staff on company policies and procedures effectively
- Problem-solved independently, using critical thinking and available resources to deliver customer satisfaction.
- Maintained attention to detail while managing complex or time-sensitive customer issues
- Communicated clearly via phone and written messages
Customer Service Associate
Albertsons
Phoenix, AZ
11.2022 - Current
- Provided courteous, timely, and accurate answers to customer's questions related to payroll, benefits, and human resources processing.
- Answered and resolve incoming calls related to payroll questions and discrepancies utilizing available resources.
- Research and follow through on calls that could not be immediately answered within pre-established timeframe.
- Communicating a (minimum 60 percent of the time) with customers by phone, e-mail.
Customer Service Advocate III/Email Support
Freedom Financial Network
Tempe, AZ
10.2018 - 11.2022
- Acted as a liaison by providing product/services information in resolving issues and preforming this with efficiency and accuracy.
- Managed large amounts incoming calls and customer service inquiries about bank account changes, deposit modifications, enrollment adjustments, legal account follow ups, payment research cases and terminations.
- Generated Nation Litigation Law Group legal service subscriptions sales leads for new or existing customer that need legal representation.
- Identified and assessing customers' needs to achieve satisfaction in the graduation and completing Freedom Debt Relief.
- Investigated and research client issues and resolve customer complaints.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provided accurate, valid and complete information by using Sales Force knowledge CRM and other methods/tools/practices.
Payroll Coordinator
Empereon Marketing LLC
Phoenix, AZ
03.2017 - 10.2018
- Organized all assets of the payroll such as maintaining all employees timecards, process garnishments and child supports orders for all employees of the company.
- Researched and finalized decisions with employee direct deposits request and process request to change schedules on any given time.
- Resolved any tax issues and change employees tax deductions and employee address.
- Every pay period process the payroll on time, resolve and answer all last minute issues and concerns with human resources, employees and managers.
- Created Pivot tables, used V-lookups and created spreadsheets to assist with time and record keeping.
Customer Service Representative, Call Mentor, Supervisor
ADP INC
Chandler, AZ
09.2011 - 03.2017
- Provided outstanding service when handling all client inquiries, interactions product and service support for multiple system platforms to small business clients.
- Processed payrolls for small business and large companies.
- Received inbound calls from clients and made outbound calls to follow up with clients that need answers to questions such as payroll, accounting, tax filing, money movement.
- Used sales experience to upgrade payroll packages for small business clients to fit their payroll needs.
- Took supervisor calls providing assistance, answering questions and helping with any issues that may arise with fellow associates and customers.
- Helped train new associates as customer service representative. Call Mentor I assisted new hires with training listen to calls and gave feedback.
- As a supervisor/manager I took escalated calls from clients pertaining to payroll and other issues and took on supervisor/manager on a daily to day basis.
- Worked with Workforce to schedule, strategize and analyze schedule to determine availability for associates. Approved and declined vacation and other time off requests.
Fraud Analyst/ New Hire Mentor/Supervisor
Bank Of America
Phoenix, AZ
04.2004 - 09.2011
- Received and made outbound calls from customers setting up fraud and non fraud claims.
- Took supervisor calls proving assistance, answering questions and helping out with any issues that may arise on the floor.
- Review credi card applications and place outbound calls to customers with potential fraud risks.
- Help train new associates with on the job training, providing assistance with calls and help the associates complete the process of being on the floor by themselves.
- Update and communication all new information given to corporate and human resources to all departments of the bank.
Claims Assistant/Mail Room Supervisor
Colony National Insurance
Scottsdale, AZ
12.2002 - 04.2004
- Provided administrative support to insurance specialists, managed and supervised the mailroom for the whole company.
- Prepared/delivered insurance documents to the claim adjusters and listened to taped notes from claim adjusters in order to prepare letters to insurance and policy holders.
- Set up/created Microsoft spreadsheets for claim adjusters to help and preparation of research of claim.
- Inbound and outbound calls to other claim adjusters and insurance policy holders.
Administrative Assistant/Payroll Coordinator
Wells Fargo Home Mortgage
Phoenix, AZ
01.1998 - 12.2002
- Provided administrative/clerical and payroll support for more than 500-800 mortgage specialists.
- Answering phones, retrieving time card, processing garnishment and tax issues before payroll is processed on a bi- weekly basis using People Soft payroll system.
- Assisted human resources with any employment and payroll issues that may arise with employees.
- Created new files and attachments in Microsoft Office, Excel and Word.
- Inbound and outbound calls to employees of the company to take care of payroll questions and concerns.
Education
Law Studies and Journalism
South Mountain High School
Phoenix, AZSkills
- PAYROLL
- CLAIMS
- CUSTOMER SERVICE
- RECEPTIONIST
- RETAIL SALES
- Call Center/Customer Facing
- Account Management
- Accounts Payable
- SAP
- Negotiation
- Accounting
- Client Relations
- Computer Proficient
- Sales
- Statement Billings
- Tax entry
- Deposition summaries
- Knowledgeable of Microsoft Excel
- Microsoft Outlook
- MS Excel
- MS Word
- Manager/Supervisor skills
- Sales/marketing
- Credit card claims
- Insurance claims
- Cash handling
- Data entry skills
Timeline
Customer Service Representative
Grainger
03.2025 - Current
Customer Service Associate
Albertsons
11.2022 - Current
Customer Service Advocate III/Email Support
Freedom Financial Network
10.2018 - 11.2022
Payroll Coordinator
Empereon Marketing LLC
03.2017 - 10.2018
Customer Service Representative, Call Mentor, Supervisor
ADP INC
09.2011 - 03.2017
Fraud Analyst/ New Hire Mentor/Supervisor
Bank Of America
04.2004 - 09.2011
Claims Assistant/Mail Room Supervisor
Colony National Insurance
12.2002 - 04.2004
Administrative Assistant/Payroll Coordinator
Wells Fargo Home Mortgage
01.1998 - 12.2002
Law Studies and Journalism
South Mountain High School