Erin Rogan
Casselberry,FL
Summary
Conscientious Customer Service Agent with over 10 years of experience solving problems creatively, achieving win-win outcomes. Experienced in leadership; thrives in competitive, fast-paced environments. Polished handling of technical troubleshooting and payroll tax amendments.
Overview
22
22
years of professional experience
Work History
Client Service & Product Support Specialist
ADP
12.2022 - Current
- Maintained up-to-date knowledge of federal, state, and local payroll tax regulations to ensure company compliance.
- Consistently resolved over 50 cases per month as part of the top team, enabling our team to be awarded the highest annual bonus for the last 8 quarters.
- Innovated solutions to serve the client by correcting payroll tax errors.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Prepared and compared reports and figures to accurately report and file taxes.
Technical Support Advisor
Spectrum
11.2020 - 08.2021
- Standardized technical operations reporting parameters to reduce wasted and redundant effort.
- Mitigated risk and managed liability by proactively applying latest technical support advisories and best practices to internal operations and product development.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
Assisted Payroll Operations Agent
Intuit ( Through Sykes)
05.2018 - 07.2020
- Answered constant flow of calls with up to 50 - 200 calls in queue per minute.
- Consulted with Intuit partners and government agencies such as the IRS and state agencies, helped customers through audits by said agencies.
- Resolved discrepancies, created effective solutions using Salesforce, Microsoft OS Vista through MS OS 10, Mac OS Leopard through Mojave.
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
Customer Service Associate
Frontier Communications
03.2006 - 01.2008
- Maintained accurate and current customer account data with digital information updates.
- Performed data entry typing 40-65 wpm using Microsoft and proprietary internal systems.
Banking Advisor
Chase
01.2005 - 02.2006
- Facilitated minimum of 25 balance transfers per day using internal systems.
- Provided support using proprietary systems, researched and resolved fraudulent movement of funds; educated 40-70 customers per day on account protection.
Assistant Manager (Leadership Fast Track Program)
Walgreeens
03.2004 - 12.2005
- Managed all aspects of store operations, including organization, maintenance and purchasing functions as well as training 5-10 team members.
- Proved successful working within tight deadlines and fast-paced atmosphere
Human Resources Specialist/Insurance Advisor
Hewitt & Associates
01.2003 - 02.2004
- Administered benefits programs, analyzed compensation and other competitive data; prepared budgets with long term goals in mind.
- Reviewed human resources paperwork for accuracy and completeness, including verifying, collecting and correcting data.
Education
BBA - International Business
Stetson University
Deland, FL12.2003
Skills
- Innovative initiator
- Highly trained in Technical Troubleshooting and Customer Service
- Effective Communication Skills; fluent in use of Aspect/Kronos
- Self Motivated/Self Reliant, highly competent at multi-tasking (Consistent improvement/Six Sigma follower)
- Current knowledge of Microsoft OS 2000 through 11, Mac OS Lion through Mojave & Google Drive
Languages
German
Native or Bilingual
Timeline
Client Service & Product Support Specialist
ADP
12.2022 - Current
Technical Support Advisor
Spectrum
11.2020 - 08.2021
Assisted Payroll Operations Agent
Intuit ( Through Sykes)
05.2018 - 07.2020
Customer Service Associate
Frontier Communications
03.2006 - 01.2008
Banking Advisor
Chase
01.2005 - 02.2006
Assistant Manager (Leadership Fast Track Program)
Walgreeens
03.2004 - 12.2005
Human Resources Specialist/Insurance Advisor
Hewitt & Associates
01.2003 - 02.2004
BBA - International Business
Stetson University
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