Katrina Monique Pugrad
Chandler,AZ
Summary
Seeking a challenging opportunity to grow and expand expertise in a dynamic work environment. Eager to leverage skills and experience to contribute positively to a forward-thinking organization. Committed to continuous learning and professional development for long-term career success. Passionate about taking on new challenges and achieving personal growth in chosen field.
Overview
20
20
years of professional experience
Work History
Client Relations Specialist
Vensure Employer Services
05.2025 - Current
- Established rapport with potential customers during sales calls, leading to increased conversion rates from prospects into active clients.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Logged call information and solutions provided into internal database.
- Delivered high-quality customer service by quickly responding to inquiries and maintaining an empathetic approach during interactions.
- Built strong relationships with clients through effective communication and consistent followup.
Accountant Service Specialist
Automatic Data Processing, Inc.
04.2018 - 01.2025
- Assisted with the CPA Premier Pilot
- Works solely with CPA’s, Accountants and Bookkeepers
- Process payroll for CPA, Accountant and Bookkeepers clients
- Educate CPA’s, Accountants and Bookkeepers on policies and procedures for payroll, tax and penalties and interest due to late payrolls being processed
- Educate on FFCRA/ARPA/ CARES Act related to COVID-19
- Work with escalated items to de-escalate issues and resolve outstanding issues
- Strong customer service ethic to ensure the CPA, Accountant and Bookkeepers have a great experience with ADP
Associate Client Support Consultant
Automatic Data Processing, Inc.
10.2017 - 04.2018
- Strong customer service ethic to ensure the client has a great experience
- Works closely with clients to ensure that all questions and concerns are answered
- Ensure that any payroll errors are fixed in a timely manner
- Educate the client on policies and procedures for payroll, tax, money movement
- Process payroll for clients
- Work e-mails when needed
- Knowledge in the following systems: TOPS, RUN, FTS, ORACLE
Senior Return Item Specialist
Automatic Data Processing, Inc.
09.2005 - 09.2017
- Distribute daily new returned items each morning to the West/Midwest team
- Collect delinquent payroll taxes and payroll impounds that were returned unpaid by the client's bank
- Educate new & existing clients on ADP's NSF policies and debiting methods/practices
- Communicate payroll errors and confirm the correct adjustments were processed to clear outstanding balances (as needed)
- Worked with strong customer service ethic to ensure the client has a great experience with ADP
- Work with the client (additionally, internal ADP dept.) to mitigate penalty and interest assessed by tax agencies due to late payments.
- Follow up with the clients for 5 business days to ensure the item would not result in termination and/or external collections
- De-escalate escalated calls to ensure customer satisfaction
- Provide the weekly Loss Report
- Work with Client Services and Sales Help Desk to reinstate clients as they are approved
- Process bank changes as needed
- Set up Direct/Reverse Wire as needed
- Train new hires
- Knowledgeable in the following systems: TOPS, FTS, RUN
Education
High School -
San Gabriel High School
San Gabriel, CASchool for Adults - undefined
Long Beach School for Adults
Long Beach, CACareer Institute - undefined
ConCorde Career Institute
San Bernardino, CASkills
- Problem-solving
- Critical thinking
- Active listening
- Training and mentoring
- Customer service
- Account management
- Data entry
- Professional telephone demeanor
- Client retention strategies
Timeline
Client Relations Specialist
Vensure Employer Services
05.2025 - Current
Accountant Service Specialist
Automatic Data Processing, Inc.
04.2018 - 01.2025
Associate Client Support Consultant
Automatic Data Processing, Inc.
10.2017 - 04.2018
Senior Return Item Specialist
Automatic Data Processing, Inc.
09.2005 - 09.2017
School for Adults - undefined
Long Beach School for Adults
Career Institute - undefined
ConCorde Career Institute
High School -
San Gabriel High School
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