Erica Hamby
Grovetown
Summary
Highly trained Implementation Specialist with project scope analysis, systems configuration and maintenance and troubleshooting expertise. A diligent employee multitasking on very complex assignments. Ready for a new position that involves providing customer assistance in the IT environment.
Overview
10
10
years of professional experience
4042
4042
years of post-secondary education
Work History
Payroll Implementation Specialist II
ADP
Augusta
11.2023 - Current
- Configure SaaS software to module for payroll solutions based on individual client needs
- Coordinate with cross-functional teams to ensure seamless implementation processes.
- Lead software implementation for payroll and HR solutions across various client sectors.
- Customize SaaS platform to meet unique business needs, achieving operational improvements
- Guide clients through SaaS software system to improve user efficiency and navigation
- Establish calculations for deferred compensation, overtime, and medical benefits routines
- Guide clients through previous quarter adjustments and amendments to ensure compliance and minimize tax filing errors
- Diagnosed software failures and identified root causes for operational issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Client Services Specialist II
ADP
Augusta
09.2021 - 11.2023
- Managed client inquiries and resolved issues efficiently through direct communication
- Provided training and support to clients on software tools and features effectively
- Collaborated with internal teams to streamline service delivery and enhance client satisfaction
- Documented client interactions and maintained accurate records in the CRM system
- Developed training materials for clients to improve their understanding of products
- Monitored service performance metrics to identify areas for improvement collaboratively
- Provided customer service to clients by responding to inquiries and resolving complaints
Customer Sales Representative
Teleperformance
Augusta
04.2016 - 05.2020
- Processed purchases using operational systems, ensuring seamless transactions
- Resolved WLNP, relocations, and billing issues, enhancing customer satisfaction
- Managed wireless service plans, adapting to customer needs for optimal service
- Achieved over 90% customer satisfaction quarterly, demonstrating commitment to service excellence
- Boosted customer loyalty by addressing inquiries and complaints effectively
- Managed wireless service accounts, maintaining over 90% customer satisfaction quarterly while processing diverse product purchases and handling portability requests
- Collaborated with team members to enhance customer satisfaction
- Assessed customer needs to recommend appropriate products or services
- Utilized CRM software to track customer interactions accurately
- Resolved complaints by providing timely and effective solutions
Education
Masters of Business Administration -
Strayer University
Augusta, GABachelor of Science - Criminal Justice
Strayer University
Augusta, GASkills
- Microsoft Excel
- Microsoft Word
- Account Management
- Data entry
- SharePoint
- Outlook
- Database Management
- Payroll administration
- SaaS support
- Cross-departmental collaboration
Timeline
Payroll Implementation Specialist II
ADP
11.2023 - Current
Client Services Specialist II
ADP
09.2021 - 11.2023
Customer Sales Representative
Teleperformance
04.2016 - 05.2020
Masters of Business Administration -
Strayer University
Bachelor of Science - Criminal Justice
Strayer University