Ericka Molina

• Met with customers to discuss and ascertain needs, tailor solutions resolving Payroll and Human Resources (HR) system issues.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Educated clients on new products or services to increase customer engagement with brand.
• Listened and asked probing questions, to identify the cause of moderate to complex issues, troubleshoot, leverage knowledge base and resources, to bring a successful final resolution to client.

• Optimized HR operations by utilizing technology solutions, such as applicant tracking systems and HRIS platforms.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
• Demonstrated commitment to providing an exceptional service experience to all active and inactive
  team members on HR matters and promotes level 0 support when applicable
• Responds to team member inquiries consistently in a timely, accurate, and professional manner and
  demonstrates the ability to translate inquiry into a case management application during the interaction
  to drive an improved team member experience.
• Functioned as a liaison with other HR teams to resolve team member inquires
• Maintains a broad understanding of Human Resources while providing information/guidance relating
  to policies and procedures, payroll, total rewards, performance management, and verifications of
  employment of all team members
• Built and maintained relationships by collaborating across business units and departments to foster
  trust, commitment, accountability, and results.

• Respond to client inquiries about account types and products, ensuring a satisfactory resolution.
• Educate clients on the benefits of different types of financial services, recommending cost-effective
  and viable opportunities to enhance the member's financial goals.
• Advise clients in selecting and optimizing their use of several tools for banking.
  Investigate complaints of potential fraud by analyzing accounts, documenting statements, and then
  submitting reports to the fraud department to pursue

Key Achievements

• Achieve KPIs, earning recognition by management as one of the top customer service agents.
• Uphold an 80% or greater evaluation on key performance metrics, including interpersonal skills, problem-solving, and responsiveness.
• Resolve more than 20+ calls and 100+ messages per day, excelling the standard.
• Lead collaborative efforts of a committee that focuses on improving workplace environment by implementation of new social activities, policies and procedures.

• Verified, allocated, posted, and reconciled accounts payable/receivable, along with producing error-free
  accounting reports while analyzing financial information and summarizing financial status.
• Generated reports for business valuation, cash flow statements, and financial models while creating
  and delivering in-depth reports to leadership based on financial insights.
• Worked closely with stakeholders to resolve any disputes.

Key Achievements

• Earned increased responsibilities based on performance excellence, managing facets of bookkeeping,
  document management, and data analytics.
• Recommended modifications to accounting systems and procedures, resulting in an increase of over
  $10K in company revenue.
• Recovered more than $25K on past due invoices by conducting a comprehensive audit of bookkeeping
  and financial documents.