Efrain Ingles Jr

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• Improved customer satisfaction rates by addressing concerns promptly and implementing feedback-driven improvements where necessary.
• Ensured exceptional customer support and platform familiarization, providing thorough product and subject matter education.
• Acted as primary contact for inbound inquiries for administrators to assist with payroll and invoice discrepancies, Workers' Compensation, unemployment and disability claim filing, and escalating issues to the Customer Success Manager as needed.
• Effectively communicated customer feedback, feature requests, and product enhancements to drive continuous improvement.
• Collaborated with the Manager of Customer Success to deliver detailed, timely, and critical information concerning account health, customer requests, and retention-related data.
• Maintained compliance with industry regulations and internal guidelines through rigorous quality control measures.
• Developed strong relationships with cross-functional teams, i.e., payments, SUI, to ensure seamless coordination of projects and tasks.
• Facilitated knowledge sharing among team members by organizing presentations, sharing best practices, and tips on relevant topics.
• I participated in the Krisp Integration Beta to provide feedback on the new feature in CSO, which was a headset noise-canceling beta.
• Mentored new CSOS members
• Recipient of the Tin Man Award for Q4 of 2024
• Consistently exceeded KPI metrics: QA = 98%; CSAT = 4.9; SLA = 98%
• Involved in the “Unforgettable Moments” project
• Led training class for PlayVox scheduling

• Answer inbound inquiries from our small business customers via phone, email, and chat channels
• Assist customers and their employees with administration, eligibility, and enrollment in benefits and perks, including medical, dental, and vision
• Resolve customer inquiries related to payroll, making payments, time & attendance, reporting, federal and state wage laws, and general payroll policies and procedures
• Maintain product knowledge and expertise of our software
• Managing and maintaining open cases efficiently to resolve inquiries in a timely fashion, while keeping clients and their employees informed of requested updates
• Mentored and trained 7 new hires, 5 of whom have already reached proficiency
• Serving as a backup mentor
• A member of the ERTC task force, the R&D task force, the NSF task force, and last year's End Of Year task force
• A participant in the interviewing process as a Peer Interviewer
• Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
• Consistent Stella scores above 90%
• Consistent C-SAT scores above 90%.

• A non-secure detention (NSD) facility that provides short-term residential treatment to male youth within the criminal justice/delinquency system
• Mentored males from underserved POC populations
• Facilitated group therapy discussions, via supervision of the Program Director and Case Manager
• Provided constant supervision to ensure safety of residents and staff, including overall stability of program and operations
• Trained in trauma-informed care (TIC) techniques
• Transported children and staff to school, medical appointments, and extracurricular events via company vehicle.

• Direct-service provider to youth referred to a Residential Treatment Facility (RTF) for symptoms and behaviors related to psychiatric diagnoses
• Engaged myriad youth and program workforce within a psychiatric setting
• Implemented crisis management and de-escalation tactics, within TIC framework
• Prioritized residents' emotional and social growth through empathy, positive reinforcement, role modeling, mentorship, and behavioral management and coping skills recommended by clinical staff
• Facilitated pro-social group activities, on unit and within the community
• Collaborated with interdisciplinary team during treatment planning meetings
• Provided continuous supervision, maintaining HIPAA-compliant records
• Promoted to full-time after 3 months of per diem, nominated as Lead for shift.

• Fulfilled administrative duties while overseeing all store and staff operations
• Executed and delegated frequent inventory management, consistently in compliance with local, state, and federal laws pertaining to convenience and fresh produce
• Interviewed, hired, trained, and supervised team of 15 employees, including assistant managers
• Maintained overall order, cleanliness, and safety of store and facilities
• Ensured optimal customer service, modeling to team.

• Pioneered operational turnaround, reviving site and consistently surpassing key performance metrics
• Orchestrated all store and cafe operations in a fast-paced setting, including but not limited to onboarding, payroll, and cash management
• Analyzed monthly and quarterly P&L reports to assess progress and adjusted business strategies according to trends
• Oversaw management, movement, and onsite merchandising (via company schematics) of inventory
• Networked, recruited, hired diversified staff that reflected local community
• Mentored new employees and trained tenured team members who frequently achieved high-level positions; emphasized team cohesion
• Conducted bi-annual performance reviews for direct reports, comprising 20 employees and 5 shift supervisors
• Maintained collaborative relationships with corporate and licensed stores, dedicated to the company mission statement
• Generated and retained a loyal consumer base through exceptional customer engagement and product continuity
• Consistently maintained an 'A' rating from the NYC Department Of Health (DOH) by executing company standards in regard to store cleanliness and proper food storage of perishable items
• Monthly Scorecards often depicted positive performance trending for New Hire Success and Turnover Rate, Overall Satisfaction and Friendliness from Customers and Neighborhoods, Taste of Beverage, and Community Relevance
• Annual Performance Review (Fiscal Year 2013) underscores exceptional customer service; customers voluntarily provided positive feedback, 'writing several letters about the friendly staff and outstanding service, one of which was delivered to the CEO of the company… has maintained a high rating on Customer Voice results (highest among peers).'