Coach and mentor associates based on their strengths for career growth
Analyze team statistics to determine trends and coaching opportunities
Data Digging with paired Leader
Client outreach initiatives to ensure client satisfaction and retention
Support Managers and their teams ensuring productivity and an engaged working environment
Leverage leadership expertise and natural curiosity to find ways to improve processes to meet goals and support our industry
Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions
Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office
TECHNICAL SUPPORT SPECIALIST
ADP
08.2021 - 04.2022
Provides technical and training support to all SBSassociates of various tenure regarding resolution ofproduct and client issues or instruction on departmentprocedures
Keeps up-to-date and proficient on payroll, tax and legalregulations and new product enhancements and changesvia in-house training, seminars, documentation, etc
Toincrease proficiency in technical support capability
Addressing the TSS Queue as assigned for various taskssuch as processing scripts, WGPS reversals and FLT Tech
Queue
Supporting Team Huddles as the assigned TSS
Has hit Club Upper Right, three times
Client Support Consultant
ADP
07.2016 - Current
Spoke with clients by inbound phone/email concerning their, account
Processed weekly, bi weekly, semi monthly, monthly, quarterly and annual payroll
Educated clients on employee and employer tax responsibilities
Provided clients options to resolve their payroll errors
Assisted clients with setting up paid time off based on accrual or allowed/taken model
Researched tax matters related to agency notices concerning the client's account with the agency and assisted with resolution
Assisted with new associate training such as side by sides allowing them to monitor my calls
Cross trained representative to help with the business needs with full level tax clients which entailed to reconcile new client payrolls/tax prior to ADP and on-board brand new clients (implementation specialist)
Upsold ADP products by explaining features and value that could add to their business processes
Exceeded customer satisfaction survey requirements outlined by company
Customer Service Representative
Aerotek, Honda Financial Services
07.2015 - 07.2016
Handles incoming calls or inquiries from customers and dealerships regarding past and present account
Meticulous attention to detail and customer follow-upwork with customers to remove lien from titles by providing supporting documents
Assists customers effectively by solving customer disputesprovides customer additional information regarding their account and contract
Process payments by phone using banking information or debit card
Explains simple interest loans and lease terms
Meet voice of customer goal and productivity stat set by Honda
Early Collections Representative
12.2014 - 07.2015
Made outbound calls to customers with accounts 5-29 days past due to resolve the delinquency
Met productivity stat set by Honda
Assist customers with payment solutions to extend payment if unable to make account current
Customer Account Executive
Comcast
01.2013 - 08.2014
Troubleshoot and resolve technical problems over the phone in a single customer interaction to maximize the customer experience
Prepare work orders when required and ensure appropriate procedures are followed
Proactively learn new technologies within the Comcast products
Gain the customer's cooperation to work through the troubleshooting process, delivering the Comcast Quality Experience and avoiding the need for a technician
Promote and sell services, enter and confirm sales
Met productivity stat set by Comcast
Education
Bachelor of Science - Early Childhood Education
Northern Illinois University
DeKalb, IL
2012
IL Type -
Special Education Approval Zeta Phi Beta Sorority Inc. Member -
Accomplishments
Emerging Leaders Program
OneSBS Launch Leadership Program
Contributed to our New Client 1st Year Convention Parsippany, NJ (2017)
Certification
Fundamental Payroll Certification (FPC) April 2018
Timeline
Implementation Team Lead
ADP
04.2022 - Current
TECHNICAL SUPPORT SPECIALIST
ADP
08.2021 - 04.2022
Client Support Consultant
ADP
07.2016 - Current
Customer Service Representative
Aerotek, Honda Financial Services
07.2015 - 07.2016
Early Collections Representative
12.2014 - 07.2015
Customer Account Executive
Comcast
01.2013 - 08.2014
Bachelor of Science - Early Childhood Education
Northern Illinois University
IL Type -
Special Education Approval Zeta Phi Beta Sorority Inc. Member -
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform