GABRIEL PARKS

• Responds to individual client support issues via phone, email and chat including but not limited to Payroll Software technical issues, employee and tax issues, and Payroll reporting.
• Demonstrates product to clients
• Seeks opportunity to upsell and refer client to Sales Department
• Responds to all client issues same day of receipt, priority requests being completed within hour.
• Provided support through large company restructure that had potential to lose lots of clients. Gained experience in customer retention/learned customer acquisition techniques
• Consistently receives monthly Customer Satisfaction (CSAT) rating of 4.7/5 or above, even through year-end, ending multiple months with 5/5 score
• Monitor, investigate, and resolve client accounts and issues using Salesforce(CRM). This includes creating/triaging tickets (cases), managing company contact information, viewing client's bundle information, and escalating/navigating cases to proper departments
• Takes initiative to investigate and resolve client issues outside of documented occurrences.
• Fields upwards of 50 incoming/10 outgoing phone calls per day and solving issues in real-time
• Maintains up-to-date knowledge of company product additions, updates, and changes in order to keep clients satisfied and informed
• Customized solutions based on client needs

• Resolved payroll discrepancies quickly and successfully.
• Provided customer service to clients regarding payroll inquiries and issues.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
• Skilled at working independently and collaboratively in team environment.
• Self-motivated, with strong sense of personal responsibility.
• Researched payroll errors and processed payments for federal and state taxes, social security, Medicare, and various employee deductions, annuity contributions and retirement plan withholdings.
• Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.

● Provided client support and technical issue resolution via ticketing system, e-mail, and phone for Virtual Server Environment

● Demonstrated product for client in realtime

● Looked for opportunities to upsell based on client needs

● Utilize Customer Retention techniques to maintain good relationship with upset clients

● Followed standard ADS Support procedures; accurately logged tickets using approved tracking software and methods including Salesforce (CRM)

● Communicated regularly with other team members about technology issues affecting systems operations and client workflow/production.

● Communicated in professional, friendly and efficient manner, striving to meet company's SLA's and achieve near 100% Customer Satisfaction rating

● Learned fundamental operations of supported software, hardware, and other as job required.

● Specialized in variety of areas of cloud & Microsoft technology

● Communicated with customers, implementation team, sales, engineering, and support agents

● Analyzed customer behavior and delivered on their needs during onboarding

● Gathered information about customer issues during initial product adoption and delivered constructive feedback to improve process

● Developed aggressive retention strategies based on customer feedback.

● Delivered white glove service for first 6 months of client acquisition

● Provided such stellar on-boarding experience and customer service that created opportunity to upsell higher level customer service packages

● Wrote and presented customer behavior reports that led to providing world class on-boarding experience with Abacus products

● Built positive long-term ongoing relationships with customers and business associates

• Cultivated warm relationships with regular customers.
• Utilized experience from Bartending school to look for sale/upsell opportunities through customer connection and learned to handle rejection
• Gained valuable sales experience by consistently surpassing Blazin' Rewards Program sign up quotas (weekly/monthly) by staying up to date in product knowledge and ongoing specials, and building rapport with customers
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
• Used slow periods to restock supplies, ice, trays and delivery bags.
• Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
• Maintained clean and organized dining areas to uphold restaurant hygiene standards.
• Served food and beverages promptly with focused attention to customer needs.