Ivette Welsher
Fort Lauderdale,FL
Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing over 15 years of experience in Human Capital Management and technology.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Solutions Support Specialist
Ultimate Kronos Group
Weston, FL
08.2016 - 12.2022
- Subject matter expert to internal and external customers supporting various UKG products such as Payroll, HR Benefits administration, and Tax Compliance.
- Assisted internal support teams diagnose, troubleshoot, and resolve complex data and implementation issues as well as helping identify potential product defects through technical expertise.
- Consulted via telephone to understand user problems, run SQL scripts to correct bad data, and ask probing questions to locate root causes.
- Documented customer inquiries and resolutions in a ticketing system.
- Provided technical support to customers via phone and email.
- Assisted in the developing guidance to junior members of the team and other support teams on best practices by the creation of knowledge articles in Sales Force to help streamline procedures for future support actions.
- Collaborated with Development team in the creation of user training materials and FAQ documents for the web.
Account Manager
Ultimate Software Group Inc.
Weston, FL
08.2014 - 08.2016
- Identified customer needs by asking questions and advising on best solutions including the use of additional products and services..
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying their needs.
- Provided training and guidance to new Account Managers.
- Acted as main point of contact in matters relating to client concerns and needs.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Rapid Response Support Specialist
Ultimate Software Group Inc.
Weston, FL
10.2007 - 08.2014
- Documented customer interactions, inquires, and resolutions into company database and ticketing system.
- Provided guidance to junior members of the team on best practices.
- Ensured compliance with company policies regarding data security protocols.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Education
Associate of Arts - Business Administration
Broward College
Fort Lauderdale, FL12-2005
Skills
- Microsoft Office
- SQL
- Benefits Administration
- Recruiting
- Human Resources
- Payroll
- Workers Compensation
- Tax Compliance
- Support Services
- Troubleshooting and Diagnostics
- Training and Coaching
- Software Troubleshooting
- Data Collection
Certification
- FPC
Languages
Spanish
Professional
English
Professional
References
References available upon request.
Timeline
Sr. Solutions Support Specialist
Ultimate Kronos Group
08.2016 - 12.2022
Account Manager
Ultimate Software Group Inc.
08.2014 - 08.2016
Rapid Response Support Specialist
Ultimate Software Group Inc.
10.2007 - 08.2014
Associate of Arts - Business Administration
Broward College
Similar Profiles
Lynne HendersonLynne Henderson
Senior Manager, Product Management at ULTIMATE KRONOS GROUP (formerly kronos, inc.)Senior Manager, Product Management at ULTIMATE KRONOS GROUP (formerly kronos, inc.)
Aaron JohnsonAaron Johnson
People Success Manager/SKL at Ultimate Kronos Group/ Ultimate SoftwarePeople Success Manager/SKL at Ultimate Kronos Group/ Ultimate Software
Laura CookLaura Cook
Senior Sales Executive, Upper Enterprise at Ultimate Kronos GroupSenior Sales Executive, Upper Enterprise at Ultimate Kronos Group
ANIMA PUSHKARANIMA PUSHKAR
Original Filing at Ultimate Kronos Group (UKG)Original Filing at Ultimate Kronos Group (UKG)
Luisa LopezLuisa Lopez
Senior Vice President, National Sites Executive Small Business Payments at BANK OF AMERICASenior Vice President, National Sites Executive Small Business Payments at BANK OF AMERICA