Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer

Gina Siddiqui

Churchville

Summary

Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively.

Overview

10
10
years of professional experience

Work History

Online Services Supervisor- Implementation

Paychex
01.2023 - Current
  • Manage and train Implementation Coordinators
  • Interview for position openings
  • Monitor process and Service Level Agreements
  • Team management and delegations of specialized tasks
  • Project Management for subordinates and myself
  • De-escalate clients and assist in problem solve urgent issues involving strict time constraints
  • Deliver disciplinary actions to direct reports
  • Provide professional development and coaching to direct reports on an ongoing basis
  • Assisted with start up of new Onboarding and Hiring of client new employees, including training materials and meeting with product owners to trouble shoot system issues
  • Quality monitoring of staff on their training calls to ensure client quality expectations

Client Service Supervisor

Paychex
01.2022 - 01.2023
  • Supervise the work of assigned payroll specialists to ensure payrolls are complete and for client satisfaction
  • Participate in meetings and recommend changes to policies and procedures
  • Support and enforce Client Service, as well as Paychex expectations
  • Assist with escalated issues or cases as needed to ensure exceptional client service is met
  • Evaluate employee key performance indicators and identify training needs and development opportunities for specialists
  • Assign duties to direct report personnel to ensure efficiency, as well as cover peer responsibilities when they are out of the office
  • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Resources department on resolving problems if needed
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Evaluate employees' job performance and recommend appropriate personnel action
  • Participate in many projects, such as acting Supervising the coverage team, the Inclusion and Diversity team, and being a Culture Champion

Contact Center Supervisor

MAXIMUS INC
08.2016 - 12.2021
  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Perform tasks to assure project and program service level requirements and goals are met
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Participate in meetings and recommend changes to policies and procedures
  • Support and enforce contact center expectations
  • Assist with escalated issues or cases as needed
  • Evaluate employee key performance indicators and identify training needs and development opportunities
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency
  • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Evaluate employees' job performance and recommend appropriate personnel action
  • Participate in many projects, such as acting Supervisor in Nesting program, Covid Vaccine Hotline, Statewide Call Center, and Outbound Call Campaigns

Manager

MWS ENTERPRISES
06.2015 - 08.2016
  • Supervise staff of 8 employees
  • Complete daily shift reconciliations
  • Review and communicate all vendor interactions and report findings to Corporate Headquarters daily
  • Cash drawer review
  • Daily, weekly and monthly audit completion
  • Customer service

Education

AAS - Liberal Arts

Monroe Community College
05.2000

Skills

  • NYS Notary Public
  • Microsoft Office
  • Oracle
  • Paychex Culture Champion
  • Inclusion and Diversity Committee
  • Staff training and development
  • Effective coaching
  • Delegation and supervision
  • Training and mentoring

Timeline

Online Services Supervisor- Implementation

Paychex
01.2023 - Current

Client Service Supervisor

Paychex
01.2022 - 01.2023

Contact Center Supervisor

MAXIMUS INC
08.2016 - 12.2021

Manager

MWS ENTERPRISES
06.2015 - 08.2016

AAS - Liberal Arts

Monroe Community College

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Gina Siddiqui