Erica Gray
Union City,GA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Payroll Services Team Lead
Mercedes Benz Stadium, Atlanta Falcons
Atlanta, GA
03.2022 - Current
- Assist in the processing and establishment of PSLs (Personal Seat License), season tickets, groups, and single game ticket accounts
- Provide game-day support in the area of the ticket resolution, customer service and in-house technology
- Provide daily support to our sales and service departments in their efforts to support our season ticket holders
- Coordinate in-house and on-line ticket order fulfillment
- Aid in other duties, functions, and tasks as assigned by full-time associates of the department.
DCSS Case Manager
State of Georgia
East Point, GA
01.2022 - Current
- Supervises and plans the work of assigned staff
- Establishes and enforces child support obligations of responsible parents
- Establishes child support obligations and ensures that such obligations are met
- Manages a caseload to ensure that child support obligations are met
Training Facilitator/Agent Support Team Lead
Citibank
Florence, KY
09.2019 - 01.2022
- Handle inbound service calls
- Understand and strive to meet or exceed metrics while providing excellent customer service
- Drive customer satisfaction through voice, chat, and/or email communications
- Multitask and navigate through multiple systems
- Conducts training classes to ensure that Unifi employees are properly trained on all relevant tasks
- Ensures that current training curriculums and supporting training materials are up to date and the training resources are available to complete all required training
Human Resources / Benefits / Payroll Supervisor
Catholic Health Initiatives
Erlanger, KY
08.2015 - 09.2019
- Manage/Correct payroll for all 5000 employees (Kronos)
- Answers phone calls about timecard and deductions
- Full life cycle recruiting
- Give detail information about company benefits that we offer (workday)
Eligibility Technician
Hamilton County Jobs and Family Services
Cincinnati, OH
01.2010 - 07.2015
- Screen patients for government programs such as Food Stamps, Medicaid and TANF
- Screening is completed face to face or over the phone to fully complete the Medicaid/Food Stamps/TANF application process
Education
S- B.A - Applied Science, Mortuary Science
07.2006
H.S. Diploma -
R.A. Taft High School
Cincinnati, OH05.2000
Skills
- Case management
- Employee Orientation
- Interviewing
- Office Management
- Talent Acquisition HRIS
- Human Resources Management
- Case Management
- I-9 Documentation
- Microsoft Applications
- New Employee Processing
- Payroll Policies and Procedures
- Garnishment Processing
- Multi-State Payroll
- Typing and 10-Key Entry
- Decision Making
- Benefits Administration
- Data Compiling and Verification
- ADP Workforce Now
- Vacation and Sick Leave Tracking
- Kronos Workforce Payroll
- Customer Service
- Employment Verification
- Critical Thinking
- Skilled in [Software]
- Daily Payroll Activities
- Federal and State Tax Regulations
- Exceptionally Organized
Certification
Certified Notary Public
CPR/ FIRST AID Certified
Timeline
Payroll Services Team Lead
Mercedes Benz Stadium, Atlanta Falcons
03.2022 - Current
DCSS Case Manager
State of Georgia
01.2022 - Current
Training Facilitator/Agent Support Team Lead
Citibank
09.2019 - 01.2022
Human Resources / Benefits / Payroll Supervisor
Catholic Health Initiatives
08.2015 - 09.2019
Eligibility Technician
Hamilton County Jobs and Family Services
01.2010 - 07.2015
S- B.A - Applied Science, Mortuary Science
H.S. Diploma -
R.A. Taft High School
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