Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Donna Grande

Orlando

Summary

Dynamic professional with a proven track record in client service excellence and team engagement, notably at ADP INC. Skilled in project management and employee coaching, I've led initiatives that significantly reduced customer complaints and enhanced operational efficiency. Expertise in data entry and confidentiality complements my ability to foster positive client relationships and drive successful team outcomes. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.


Overview

9
9
years of professional experience
1
1
Certification

Work History

ADP Client Support Specialist III

ADP INC
04.2021 - Current
  • Verified client needs are being met, providing navigation assistance for various benefits and available service such as 401k, benefit, HR,payroll, time and attendance,Payroll Processing and Payroll Tax Filings ( amendments)
  • Provided excellent customer service by answering inquiries via phone, email, and live chat, resolving 200+ customer issues per week.
  • Led conflict resolution efforts, achieving a decrease in escalated customer complaints.
  • Provided post-training support and troubleshooting, ensuring clients successfully implemented solutions in their operations.
  • Processed payroll for 400+ employees using ADP Workforce Now ensuring timely payments and compliance with tax regulations.Trained and mentored 400+ HR personnel across various departments, improving system usage.
  • Provided one-on-one coaching to team members, helping them improve key competencies such as customer service, problem-solving, and time management.
  • Facilitated regular check-ins with mentees, providing support in setting and achieving both short-term and long-term career goals.

Operations Manager

Forever 21
08.2019 - 03.2021
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Manager on Duty

Renaissance Hotel
10.2018 - 11.2020
  • Providing day-to-day guidance, mentorship, and performance evaluations to ensure high productivity and a positive work environment.
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Established team priorities, maintained schedules and monitored performance.
  • Monitored key performance indicators (KPIs), providing regular reports to senior management and adjusting strategies as needed to meet targets.

Hotel Front Desk Supervisor

Stay Sky Suites
07.2016 - 11.2018
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Collected room deposits, fees, and payments.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Conducted onboarding sessions for new employees, introducing them to company culture, policies, and procedures, ensuring a smooth transition and quick integration into the team.

Education

High School Diploma -

Colegio Angel David
San Juan PR
05-2010

Skills

  • Verbal and writing communication
  • Client service excellence
  • Team Engagement
  • Employee coaching and mentoring
  • Onboarding and orientation
  • Presentation Skills
  • Problem-Solving
  • Active listening, empathy, and coaching
  • Data entry and confidentiality
  • Self motivation
  • Project management

Certification

Certified Learning and Development Specialist- Leaf

Languages

Spanish
Native or Bilingual

Accomplishments

Fiscal Quarter 1/25- Hello Greatness

Timeline

ADP Client Support Specialist III

ADP INC
04.2021 - Current

Operations Manager

Forever 21
08.2019 - 03.2021

Manager on Duty

Renaissance Hotel
10.2018 - 11.2020

Hotel Front Desk Supervisor

Stay Sky Suites
07.2016 - 11.2018

High School Diploma -

Colegio Angel David

Similar Profiles

CREATE PROFILE
Donna Grande