Gisela Lugardo

Client Facing with Assigned Non-Comp Benefits and Payroll Client Base

Worked in an inbound phone support model

Provided WFN/AutoPay Payroll Technology Support

Supported General PR, HR & Benefit Questions

Supported Payroll deduction Questions and Issues

Conducted Initial Issue Troubleshooting

Worked with internal teams to resolve complex issues

• Strategically managed advising caseload of undergraduate students, caseload number was variable, depending on incoming class size
• Advised students in areas such as course selection, degree planning, career paths, and graduate school opportunities
• Maintained accurate up-to-date records on student advising caseloads, using data to inform programmatic and policy decisions
• Collaborated with Deans,Assistant Deans,Proactive Advising initiatives to help students get re-enrolled into their courses

• Designed and updated job descriptions
• Successfully sourced potential candidates from various online channels (e.g Social media and professional platforms like (LinkedIn, Twitter, Facebook)
• Collected data and analyzed reports to inform decision making
• Handled road blocks by providing creative and practical solutions
• Collaborated with department managers on workforce planning strategies to identify staffing needs within their teams accurately.

• Prepared and completed customers orders and noted account on customer reports by gathering data collected during customer interactions.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions. Consistent 95% CSAT leading performer within department.
• Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
• Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.