JASMINE MOORE
Overview
11
11
years of professional experience
1
1
Certification
Work History
Implementation Team Lead
ADP
04.2022 - Current
- New Hire Onboarding
- 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, IL2012
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 -
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