Gabriela Vasquez
Kennesaw,GA
Summary
Over 15 years of client service related experience 10 years over the phone Bilingual(fluent in Spanish and English) Previous Managerial and Support experience Authorized to work in the US for any employer Dependable accounting professional acknowledged for reliability, integrity and quick-learning ability. Highly skilled in problem solving with eye for identifying and correcting errors. Dedicated with strong work ethic and resourceful nature.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Accounting Assistant
ClearOne Advantage
11.2021 - Current
- Client Transaction Processing: Process all daily client requests through our third-party banking system - Global Client Solutions Maintain new clients loaded daily into Global Client Solutions Database Process all canceled and completed clients, including researching accounts, updating statuses, closing Global accounts, and returning funds to consumer Run daily reports to minimize errors
- Fees Collected Process fees owed to COA for paid settlements Allocate daily deposits to detail by source Maintain accurate Cash Receipts Detail spreadsheet Reconcile Fee Variances Report Cash Detail to manager for approval
- Other Responsibilities Assist with annual certification audit and annual financial audit Assist with special projects as assigned
Customer Service Technical Associate
Wolters Kluwer
12.2019 - 11.2021
- Deliver prompt, convenient, and professional customer service to assigned clients
- Provide front-line consultative customer service for client tax inquiries via email and phone
- Determine customer goals, challenges, needs and requests utilizing product and industry knowledge to provide solutions and initiate orders
- Proactively manage the order process, probe for cross-selling opportunities and develop positive working relationships with clients and strategic partners nationwide
- Subject matter expert of the department, company and industry
Service Support Specialist
Automatic Data Processing, Inc
02.2015 - 03.2017
- Assist new hires during training with ADP system setup; side by side mentoring; and mock call scenarios
- Facilitate and organize live training sessions to prepare employee solution center associates for Annual
- Enrollment (sessions cover: Carrier Connections; Dual Enrollments; Passive and Active Enrollments; CSDB navigation; HRB and Workforce Now processes)
- Create refresher spotlights around policies and procedures for the solution center
- Serves as a part of the CSDB Maintenance Team ensuring the database is updated and maintained to provide the most up-to-date and accurate information for team members
- Act as Project Coordinator managing cases by resolving service requests that are emailed, faxed, or internally submitted to the service center
- Assist employees with time card issues and resolving error messages
- Work with different teams to resolve issues dealing with paid time off, system/employee configuration in E-Time/ Time & Attendance
- Troubleshoot enrollment errors
- Assist with enrollment eligibility set up and configurations
- Work to discover and explain issues with Garnishment i.e
- When payments are disbursed, percentage, goals and garnishee information
- Worked on Lean Leaders project to define a more lean method to case management for the representatives
- Decreasing the resolution time for the clients through Six Sigma methods.
Employee Solution Representative II
ADP
02.2011 - 02.2015
- Serve as a backup for Service Support Specialist team taking calls on the Service Support line or working cases in the Service Support queue
- Selected by management as a Tier II Specialist to serve as a liaison between employee solution representatives and benefits representatives to find effective resolutions for clients and their employees
- Assist managers and employees with accessing and navigating their company portal
- Assist clients and employees with viewing and understanding their pay statements, W-2 information, direct deposit information and benefit enrollment
- Selected to be a Lean Leader Representative for the ESR Department, working on ways to "Trim the
- Fat" in our department.
Senior Representative Manager
T-Mobile
11.2007 - 02.2011
- Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information
- Supported 15 customer service representatives to assist their customers
- Maintained responsibility for metrics to enhance/improve performance for team
- Remotely monitored each representative 6-8 times per month and performed 2 Office observations per week
- Coached each representative and scored their calls to help build them up to provide world class customer service
Customer Service Representative
Scana Energy
03.2006 - 11.2007
- Fielded inbound calls to assist customers with billing issues, payment arrangements and setting up service
- Provided Bi-lingual (Spanish), support for customers
- Provided proactive 'tips' to customers on how to lower their bill and have a more energy efficient home
Education
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Coronado High School
Skills
- COMPUTER SKILLS
- E-Time, Netsecure,WFN 60 & 70
- Quick Base, Salesforce
- Payment Processing
- Attention to Detail
- Microsoft Office
- Staff Management
- Verbal and Written Communication
- Discrepancy Research
- Data Inputting
- Data Processing
- Account Reconciliation
- Check Disbursement
Certification
EXCEL (7 years)
MICROSOFT WORD (10+ years)
OUTLOOK (10+ years)
WORD (10+ years)
Customer Service
Microsoft Office
Food Service
Food Prep
Fast Food
Certifications and Licenses
Food Handler
Additional Information
Languages
English
Native or Bilingual
Spanish
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
My life is my message.
Mohandas Gandhi
Timeline
Accounting Assistant
ClearOne Advantage
11.2021 - Current
Customer Service Technical Associate
Wolters Kluwer
12.2019 - 11.2021
Service Support Specialist
Automatic Data Processing, Inc
02.2015 - 03.2017
Employee Solution Representative II
ADP
02.2011 - 02.2015
Senior Representative Manager
T-Mobile
11.2007 - 02.2011
Customer Service Representative
Scana Energy
03.2006 - 11.2007
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Coronado High School
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