Kathy Umanzor
Fort Worth,Texas
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments. Goal oriented with a proven track record of 8years of customer service. Looking to join a team to thrive and excel in.
Overview
9
9
years of professional experience
Work History
CLIENT SUPPORT SPECIALIST
PAYCOM PAYROLL GRAPEVINE
01.2022 - Current
- Answer inbound calls and making outbound calls to service clients.
- Answering troubleshooting questions via phone call or email.
- Managing over 100 clients with their payroll issues as well as with their benefits plans
- Ensuring clients taxes are set up if needed
- Working with clients to help set up their accruals, their time and attendance.
- Used CRM and JIRA to prepare and submit database statistics, graphs and charts to accurately track financial movements.
- Working with clients Open Enrollments and Benefit needs
- Ensure proactive service is provide by reaching out to clients to make sure that they are happy with our service, thus building great relationships
- Made outbound calls for follow up questions for clients
- Set daily/weekly meetings with clients to ensure that outstanding issues were getting resolved to ensure client satisfaction and retention
- Participate in trainings and assigned learnings in order to be up to date with Paycom's system and or regulations
- Assist clients in both English and Spanish
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
REMOTE CLAIMS/CENTRAL LOSS REPORTING REPRESENTATIVE
Progressive
01.2019 - 01.2022
- Receive inbound calls and successfully assist customers in filling a claim or assisting with a claim that has already been filed
- Care for customers recently in accidents by demonstrating empathy while setting up new claim reports as well as offer customers additional products
- Assisting customers in making changes needed for their claim file in a fast-paced environment
- Successfully set up rental and towing services for customers as well as discuss repair options
- Provide reassurance to client that their needs will be met in a promptly matter.
- Demonstrate required skills such as: good communications, 25+ wpm accurate typing and excellent Microsoft Word, Excel, etc.
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
REMOTE CUSTOMER SERVICE REPRESENTATIVE
DULUTH, TRADING COMPANY
01.2015 - 01.2019
- Receive over 40 inbound phone calls daily which resulted in successfully closing sales
- Ensure customer satisfaction by determining customer needs and providing customers with resolution
- Perform follow-up calls including quotes, information requests, etc
- Participate in training programs designed to enhance performance
- Develop and maintain strong knowledge of all products, services, and promotions
- Entry of customer comments and feedback as well as customer service maintenance.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Associate Degree of Arts -
Tarrant County College
Fort Worth, TX2016
Skills
- Interpersonal and written communication
- Client relationship building
- Support inquiry assistance
- Professional telephone demeanor
- Account management
- Complaint resolution
- Call center operations
- CRM Systems
- Administrative support
Languages
Spanish
Native or Bilingual
Timeline
CLIENT SUPPORT SPECIALIST
PAYCOM PAYROLL GRAPEVINE
01.2022 - Current
REMOTE CLAIMS/CENTRAL LOSS REPORTING REPRESENTATIVE
Progressive
01.2019 - 01.2022
REMOTE CUSTOMER SERVICE REPRESENTATIVE
DULUTH, TRADING COMPANY
01.2015 - 01.2019
Associate Degree of Arts -
Tarrant County College
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