Summary
Overview
Work History
Education
Skills
Timeline
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JENNIFER GORE

JENNIFER GORE

Advanced Support Manager
Ste. Genevieve,MO

Summary

Qualified Advanced Technical Support Specialist with twenty years of customer service and team leading experience. Provides comprehensive product and workflow support. Adept at engaging others by identifying issues and streamlining steps to effectively resolve issues.

Overview

24
24
years of professional experience

Work History

Advanced Support Specialist

Square
09.2021 - Current
  • Passionately works to drive improvements in effort to bring forth great customer satisfaction and better interactions for core support. Assisted recently in creating and providing trainings and coaching for over 70 new CS advocates, through end of year tax filings and payments
  • Utilizes deep product and industry knowledge to gather relevant data so I may suggest improvements in our tools and techniques in effort to help scale processes while serving as a strong cross-functional team player. Found a major incident involving cash app bugs that prevented employees from earning wages and compiled changes to prevent loss
  • Provides insights and reports as needed. Uses metrics and assessments to consistently drive improvements in team performance through coaching to core support and new Advanced Support specialists. Assisted with training 5 new Advanced Support specialists through end of year tax filings and payments, and assisted with coaching throughout

Payroll Specialist

Square
12.2019 - 08.2021
  • Provided thorough support for business owners that use Square POS and Payroll applications
  • Reconciled payroll discrepancies and responded to inquiries from employers, while working cross functionally with Risk, Amendments, Tax Operations, and engineers
  • Developed and implemented new payroll policies and procedures according to changing regulations and needs. Assisted in hand processings Employee Retention Credit applications and data for 8 quarters in a row
  • Responded to employee and employer questions and requests for information in timely and knowledgeable fashion. Handled 14 cases per hour and excelled in CSATS continuously
  • Worked to create new training resources, Knowledge Base Articles, Macros, and workflows for scaling.

Project Coordinator

Integrated Artz
06.2017 - 12.2019
  • Coordinated planning for projects requiring independent photographers and graphic designers used in social media advertising campaigns
  • Worked to procure project in Napa, CA and worked with entertainers in 5 different states to produce advertising campaigns and other artist projects

Staff Accountant

Interim Physicians
04.2016 - 03.2017
  • Calculated and coded complex timesheets for physicians; entered final data for 100+ doctors for weekly payroll
  • Maintained billing to third party facility for pay and travel required for provider services
  • Developed financial models to assess and analyze financial performance of clients
  • Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry
  • Evaluated and improved financial records to make important business decisions
  • Trained new employees on accounting principles and company procedures
  • Assisted comptroller with year-end financial audits
  • Monitored accounts receivable, accounts payable and other account balances to track transactions, avoid discrepancies and maintain accuracy

Payroll Specialist

Spectrum Healthcare/ United Healthcare
08.2015 - 03.2016
  • Calculated, corrected and entered complex timesheets for physicians; also entered final data, gained change approvals and reviewed 300+ timesheets
  • Collected and maintained cash postings for A/R department
  • Participated in leading program for system replacement and integration of all new processes.
  • Maintained employee privacy and protected payroll operations by keeping all information confidential
  • Audited timesheets and payroll records for accuracy
  • Maintained confidentiality of employee records and payroll information
  • Coordinated resolution of payroll discrepancies
  • Developed and implemented payroll procedures to streamline workflow

Program Facilitator

S.L.A.T.E
08.2015 - 03.2016
  • Worked with St. Louis Public Schools and Demetrius Johnson Center to place youth in needed positions.
  • Computed family income requirements and completed extensive and private data entry for youth enrollments, including payroll.
  • Facilitated programs to provide resources for youth.
  • Processed time sheets and tax forms within fiscal department.
  • Provided ongoing direction and leadership for program operations
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones
  • Collaborated with other program coordinators to achieve consistency in program objectives and services
  • Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations
  • Organized and managed program development from conception through successful execution

Education

Bachelors of Arts - Entrepreneurship

Ashford University
2013

Skills

  • Team Management Understanding
  • Identifying Opportunities
  • Key Performance Indicators (KPIs)
  • Customer Service Databases
  • Data Retention Deployment
  • Knowledge Base
  • Employee Computer Support
  • Issue and Resolution Tracking
  • Friendly and Patient
  • Creative Issue Resolution
  • Microsoft Windows and Office

Timeline

Advanced Support Specialist

Square
09.2021 - Current

Payroll Specialist

Square
12.2019 - 08.2021

Project Coordinator

Integrated Artz
06.2017 - 12.2019

Staff Accountant

Interim Physicians
04.2016 - 03.2017

Payroll Specialist

Spectrum Healthcare/ United Healthcare
08.2015 - 03.2016

Program Facilitator

S.L.A.T.E
08.2015 - 03.2016

Bachelors of Arts - Entrepreneurship

Ashford University

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JENNIFER GOREAdvanced Support Manager