FELICIA NEUSTADTER

• In high-volume call center, process financial transactions for participant including such functions as balance inquiries, completing transfers, withdrawals, check processing, account updates, fund transfers, website access, discrepancies.
• First-call resolution driven.
• Educate participant on 401k plan details and offer assistance with enrollment
• Perform additional offline participant services and task, frequently assigned by Team Leads or Manager to improve overall efficiency and productivity.
• Reduce average call duration by implementing efficient problem-solving techniques, effectively communicate and provide accurate information.

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• Manage day-to-day project tasks by implementing company procedures and technique with providers and suppliers and provide on-going support regarding daily operational issues including research, follow-up,
• Ability to create, edit, save and send documents, spreadsheets correspondence.
• Audit cases in support mailbox or queue that need to be escalated to internal teams.
• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
• Increased team productivity by providing ongoing training and support.
• Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• Resolved payroll discrepancies by promptly addressing employee concerns and maintaining satisfaction.
• Improved timeliness of payroll processing by implementing new procedures and training team members on best practices.
• Managed year-end reporting tasks such as W-2s preparation and distribution, ensuring timely delivery to employees.
• Collaborated with Human Resources to manage employee benefits administration, including enrollment and deduction tracking.
• Ensured compliance with federal, state, and local regulations by staying current on tax laws and reporting requirements.
• Offered subject matter expertise on employment regulations, compensation policies and personnel management procedures to optimize internal structures.
• Simultaneously worked multiple projects and tasks to ensure high quality and timely delivery.
• Implemented payroll reconciliation tools to improve report accuracy

• Enhanced customer satisfaction by streamlining front-end operations and implementing efficient check-out procedures.
• Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
• Boosted employee morale and reduced turnover by cultivating positive work environment and providing regular feedback and recognition.
• Implemented successful training programs for new hires, resulting in faster onboarding and increased retention rates.
• Maximized store efficiency by regularly analyzing performance metrics and adjusting processes accordingly.
• Collaborated with other department managers to develop cross-functional initiatives, fostering cohesive store environment.
• Resolved customer complaints promptly, reinforcing company's commitment to exceptional service standards.
• Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
• Monitored cash drawers in 15 checkout stations to verify adequate cash supply
• Managed and oversaw performance of an average of 85 employees.