Keith Graves

Tier 2 Payroll & Benefits (APS)
Oct 2022 - Present

• Investigated customer complaints and escalated issues to address critical request.
• Hosted 1x1's to develop, coach & assist advocates in resolving complex customer request.
• Held live chat sessions for advocates dealing with difficult phone and email cases assisting customer in real time.
• Created Technical Product Operations tickets to resolve and investigate unexpected system behaviors for clients.

Big Desk Onboarding Specialist
Feb 2022 - Oct 2022

• Created smooth onboarding processes for mid-size to larger businesses as a pilot to see how our infrastructure would hold up for companies with 100+ employees.
• Worked directly with engineering on projects with data gathered directly from our Big Desk clients to improve their overall customer experience.

Full Stack Concierge Dedicated Support

Sep 2021 - Feb 2022

Designated to our top tier clients (500+) per pillar.

Learned clients by a first name basis and vice versa as a dedicated support agent assigned to specific clients to assist them with payroll, benefits filing & taxes.

Advanced Payroll Specialist
Oct 2020 - Sep 2021

• Provided customer service via phone & email to Admins & employees regarding payroll inquiries and issues. While maintaining a 98% customer satisfactory rate.

• Managed 50 to 75 daily calls, and responded to emails to answer questions about products and services
• Adhered to company policies and scripts to consistently achieve calltime and quality standards
• Processed debit and credit card and electronic check payments
• Attended telephone skills and program information training sessions to boost aptitude

• Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion
• Provided troubleshooting and repair support to over 25 customers weekly
• Provided exemplary customer service on each field visit according to Asurion's guidelines

• Developed team communications and information for morning meetings
• Managed highly capable field teams, leading technicians throughout installation process for large theater projects
• Traveled to customer sites across the Houston area to set up and install recently purchased Direct TV or AT&T U-Verse System