Jeralyn Howell
Ellenwood,GA
Summary
Personable customer service professional offering 8 years of experience resolving account and service concerns for HCM customers. Determined individual with background in establishing and nurturing lucrative partnerships. Seeking opportunities to build new client relationships and upsell to provide better support for growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
ADP LLC
Alpharetta, GA
07.2019 - 01.2022
- Supervised and performed human resource management functions for 15+ associates
- Regularly observed employee performance and conveyed constructive feedback to improve customer service skills and communication through call and email monitoring
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Built partnerships with diverse internal teams and sales to streamline processes and provide better client support
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Managed regional volume of 120+ calls and 150+ emails per day and coordinated team schedules to maximize client support
- Leveraged product and industry expertise to promote products and capitalize on upsell opportunities
- Supported sales in attracting potential customers by answering product questions and suggesting additional support services and offerings
- Prospected for new business through personal network and passed leads to internal sales partners
- Lead email campaigns to inform of educational webinars and incentivized service team to share with clients to increase attendance
Implementation Team Lead
ADP LLC
Alpharetta, GA
03.2017 - 07.2019
- Assisted with managing service and implementation for 800+ firms
- Reviewed and approved requests for credits up to $500
- Created service processes for franchise base of 7000+ clients
- Supervised and coached team of 10+ customer service associates
- Managed day-to-day associate-customer contact via phones, faxes and emails
- Created and managed associate schedules to ensure coverage
- Partnered with sales to ensure successful onboarding of new firms
- Resolved customer service issues using company processes and policies and provided updates to clients
- Coordinated with external departments to create innovative reporting and processes
- Visited franchise clients to educate on payroll product and offerings and answer onboarding questions
Technical Support Specialist
ADP LLC
Alpharetta, GA
02.2016 - 03.2017
- Served as subject matter expert for RUN payroll platform
- Resolved complex payroll and tax concerns for associates and clients
- Acted as liaison between clients/associates and 3rd level support/development team
- Trained and mentored new associates through first 6 months of tenure
Customer Service Associate/Implementation Specialist
ADP LLC
Alpharetta, GA
10.2013 - 02.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided basic technical and payroll support for clients
- Completed "quality check" for new accounts to ensure accuracy of setup before releasing to new clients for payroll processing
Education
Bachelor of Arts - Criminal Justice
The University of Georgia
Athens, GA08.2013
Bachelor of Science - Psychology
The University of Gerogia
Athens, GA05.2013
Skills
- Inter-department collaboration
- Team Leadership
- Customer-focused
- MS Office expert
- Complaint resolution
- Interpersonal communication
- Personnel training and development
- Technical Support
- CRM
- Time management
Accomplishments
- FPC Certification 2014
- Emerging Leader Program alumna 2018
Timeline
Customer Service Manager
ADP LLC
07.2019 - 01.2022
Implementation Team Lead
ADP LLC
03.2017 - 07.2019
Technical Support Specialist
ADP LLC
02.2016 - 03.2017
Customer Service Associate/Implementation Specialist
ADP LLC
10.2013 - 02.2016
Bachelor of Arts - Criminal Justice
The University of Georgia
Bachelor of Science - Psychology
The University of Gerogia
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