Itchel Carbajal
El Paso,TX
Summary
Resourceful Service Center Supervisor with 17+ years of ADP experience. Dedicated professional with offering attention to detail and a career driven by client and internal employee engagement while building positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with fellow supervisors and Senior leadership.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Center Supervisor
ADP National Accounts MyLife Advisors
03.2018 - Current
- Day to day duties include development of, support, and work distribution to 10-20 highly engaged Service Center Representatives on the Digital Services Team that service clients on Time and Attendance, Health Benefits, Payroll, and Talent Absence Management products via email and chat while overseeing achievement of all Service Level metrics that have been established for assigned clients
- Monitor achievement of all established operating metrics with respect to Service Center Representative's performance upholding agents to 90% or better in all KPI's
- Responsible for identifying performance concerns, provide counseling and progressive discipline as necessary
- Review daily, weekly, monthly metrics and provide related feedback to associates
- Developing core business processes to maximize effectiveness of team's productivity and optimize client experiences
- Coordinate and facilitate monthly meetings with all team members
- Maintains a working environment that is energized and motivating and contributes to positive welfare of Service Center associates
- Draft performance appraisals, mentor associates, interview potential associates
- Handle medium to high complexity escalations and ensures that Digital Services Team operates within established protocols of Participant Service Center and aligns to overall company strategy
- Directly contributed to positive impact of client satisfaction, employee satisfaction, associate satisfaction, attrition retention, and financial objectives.
Implementation Specialist III
ADP HRO Comprehensive Services
10.2012 - 03.2018
- Delivered a consultative approach and developed strong rapport to new and /or existing clients by implementing new and/or additional business features HR/Payroll HCM systems
- Provided personal training to clients on how to maintain their HCM portal, setting up their time keeping accrual schedules, and configuring I-9 process
- Maintained strong interpersonal relationships and operated in lock step with partnering implementation team members who implement other products to ensure overall seamless experience for new business clients
- Steadily maintained extensive log of new business clients while meeting service transitioning deadlines
- Continuously providing training, support, and feedback to existing and new team members as a team mentor.
Team Leader
ADP AVS Wage Garnishments
04.2011 - 10.2012
- Duties included distribution of up to 2,200 orders to fourteen associates daily
- This includes monitoring work queues of these associates and making critical decisions to ensure that service level agreements are met
- Acted as interim manager for audit team providing quality assurance to 195 clients
- Led, coached, and engaged audit associates to increase and improve productivity and quality
- Assisted senior Management with Six Sigma certification by conducting research and providing feedback on process improvement ideas, while collaborating with other leaders in department to ensure daily tasks are successfully carried out
- Added value to GS product by proactively assisting in Green Belt projects as part as process improvement initiatives.
Senior Auditor
ADP Compliance Solutions Wage Garnishments
02.2007 - 04.2011
- Reviewed and audited small to large dollar interpretation records of voluntary, agency ordered, court ordered, and other government ordered garnishments while ensuring accuracy and maintaining quality
- Assisted leadership in work distribution, interviewing, mentoring, and coaching sessions while multi-tasking with other managers of department by creating, leading, and carrying out process improvement initiatives
- Maximized leadership experience in leadership mentoring with senior level leaders
- I was selected by management to create and successfully deliver new hire training for new associates in Hyderabad, India
- Applied leadership practices by being the “go-to” person for the team and other associates within Garnishment Services within U.S and India
Operations Specialist
ADP Compliance Solutions Wage Garnishments
06.2006 - 02.2007
- Performed accurate data entry by Initiating payroll garnishments for clients by interpreting withholding orders issued by state and federal agencies and courts. Consistently maintained accuracy level above 96%.
Education
Master’s Degree in Business Business Administration -
University of Phoenix
El Paso, TX01.2014
Emerging Leader Graduate And Alumni -
ADP
El Paso, TX12.2013
Bachelor’s Degree in Business Business Management -
University of Phoenix
El Paso06.2012
Skills
- Staff Training and Development
- Complaint Handling
- Policy Enforcement
- Call Center Operations
- Leadership trained
- Staff Supervision
- Internal Auditing
- Team Leadership
- Relationship Building
- Employee Supervision
- Coaching and Mentoring
- Staff Management
Affiliations
Junior League-El Paso, TX Active Member since 2013
References
Available Upon Request
Certification
- Certified Agile Leader, Six Sigma Global Institute
Timeline
Service Center Supervisor
ADP National Accounts MyLife Advisors
03.2018 - Current
Implementation Specialist III
ADP HRO Comprehensive Services
10.2012 - 03.2018
Team Leader
ADP AVS Wage Garnishments
04.2011 - 10.2012
Senior Auditor
ADP Compliance Solutions Wage Garnishments
02.2007 - 04.2011
Operations Specialist
ADP Compliance Solutions Wage Garnishments
06.2006 - 02.2007
Master’s Degree in Business Business Administration -
University of Phoenix
Emerging Leader Graduate And Alumni -
ADP
Bachelor’s Degree in Business Business Management -
University of Phoenix
- Certified Agile Leader, Six Sigma Global Institute
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