Kristen R. Wilson
Hephzibah
Summary
Developed expertise in client relationship management within customer-focused environment. Skilled in analyzing client needs and delivering customized solutions. Seeking to transition into new field where these abilities can drive success and foster growth.
Overview
11
11
years of professional experience
Work History
Insurance Agent
Progressive Insurance Companies
03.2024 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Benefit Implementation Specialist II
Paylocity Corporation
03.2022 - 07.2023
- Managing tasks assigned to client and business partner to keep them on tasks
- Lean pre-implementation calls with internal team members and business partners
- Perform implementation calls with internal team members and clients
- Attend benefit meetings to review pipeline
- Maintain knowledge of requirements, regulations and compliance of benefits plans, such as medical, dental, vision and life
- Responds to inquiries regarding policies, procedures and programs
- Manage client expectations throughout the implementation process
- Prepare and distribute updates regarding the implementation process
- Confidently lead and drive progress for a successful and timely implementation
- Work proactively to facilitate solutions and obstacles present themselves
Implementation Specialist II (Carrier Connections)
Automatic Data Processing, Inc.
09.2021 - 03.2022
- Consult with clients to deliver a comprehensive ADP solution
- Guide and drive the client towards the best solution for their business needs
- Analyze existing systems, interface requirements, business processes
- Partner with clients to learn their business and related needs
- Incorporate new processes, tools, and approaches when recommending an ADP solution
- Utilize broad knowledge to recommend solutions to the client when appropriate
- Recognize client business issues and concerns and recommend and implement an appropriate solution
- Interact and partner with ADP associates in sales and customer service
- Exchange routine information with members of the client project team, including priorities, timeliness, issues as they arise
Client Support Specialist II (Major Accounts: Benefits Talent Solutions)
Automatic Data Processing, Inc.
11.2018 - 09.2021
- Provide Tier 1 support to clients responding to basic inquiries regarding ADP products
- Resolve routine customer inquiries that require data entry changes and answer non-technical questions regarding ADP products
- Assist clients by navigating through ADP systems (WorkForce Now) to respond to issues
- Ensure effective client utilization of HR procedures
- Perform portal troubleshooting
- Effectively troubleshoot and develop workarounds for HR, Talent/Recruitment and Performance issues
- Partner with ADP Major Accounts internal partners to include Implementation, Carrier Connections and Learning team regarding ADP Benefits Talent Solution products
- Assist clients with the Open Enrollment process
- Respond to benefit inquiries on plan provisions, benefit enrollments, status changes and other general inquiries
- Assist in New Hires training and development to BTS team
- Stretch Assignment: Partner with the Resolutions team: assisting payroll teams with Benefits, Talent and Affordable Care Act (ACA) related issues
- BTS Rising Start Award for best customer comment and MVP award recognized during ADP Townhall
Customer Service Associate Expert
T-Mobile
05.2018 - 11.2018
- Handled customer inquiries that required data-entry to include educating customers regarding billings, processing payments and adjusting bill statements
- Presented solutions and technical guidance to customers regarding mobile devices, tablets, computers, etc
- Served as an ambassador to all new customers via the new 'On Boarding' focus
- Responsible for enhancing the customer experience during their first impression of T-Mobile
- Exemplified leadership skills amongst team member to individual and team success for weekly and monthly performance metric goals
- Served as Training Assistant to new hires to T-Mobile
Customer Service Expert
Comcast
07.2016 - 01.2018
- Responsible for retaining customers who requested to disconnect or downgrade services/ensure at-risk customers are satisfied
- Re-built the customer relationship by reselling the benefits and value of Comcast's products and services along with identified their unstated needs, selling any missing lines of business to the customer and made account changes as necessary
- Positively positioned Comcast products against competitive offerings, related well to the customer, exercised sound judgment with the scope of empowerment and acted in the best interest of both the customer and company
Customer Technical Support
Comcast
07.2015 - 07.2016
- Provided technical assistance by checking Comcast databases for software updates and data integrity, tech support for new installations
- Presented solutions and technical guidance to customers facing technical issues with their software
- Performed over-the-phone repair and preventative maintenance on Comcast peripheral equipment
Customer Experience Associate
Comcast
10.2013 - 07.2015
- Responsible for retaining customers who requested to disconnect or downgrade services/ensure at-risk customers are satisfied
- Re-built the customer relationship by reselling the benefits and value of Comcast's products and services along with identified their unstated needs, selling any missing lines of business to the customer and made account changes as necessary
- Positively positioned Comcast products against competitive offerings, related well to the customer, exercised sound judgment with the scope of empowerment and acted in the best interest of both the customer and company
Education
Business Management -
Ashford University
03.2017
Medical Assistant -
Olympia College
06.2005
Skills
- Customer service
- Licensed insurance agent
- Professionalism and ethics
- Quotes and sales
Timeline
Insurance Agent
Progressive Insurance Companies
03.2024 - Current
Benefit Implementation Specialist II
Paylocity Corporation
03.2022 - 07.2023
Implementation Specialist II (Carrier Connections)
Automatic Data Processing, Inc.
09.2021 - 03.2022
Client Support Specialist II (Major Accounts: Benefits Talent Solutions)
Automatic Data Processing, Inc.
11.2018 - 09.2021
Customer Service Associate Expert
T-Mobile
05.2018 - 11.2018
Customer Service Expert
Comcast
07.2016 - 01.2018
Customer Technical Support
Comcast
07.2015 - 07.2016
Customer Experience Associate
Comcast
10.2013 - 07.2015
Medical Assistant -
Olympia College
Business Management -
Ashford University
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