Melanie Williams
GA
Summary
Experienced Support Specialist with 20 years of success in driving positive organizational outcomes through effective leadership, innovative thinking, data analysis, and technology services. Collaborative team player skilled at solving complex, high-stakes problems and continuously striving for improvement to contribute to overall team success.
Overview
10
10
years of professional experience
Work History
Account Manager
ADP
03.2024 - Current
- Spearheaded global payroll operations, ensuring timely and accurate payroll delivery for a diverse client portfolio.
- Enhanced client satisfaction through effective communication and collaboration with international teams and stakeholders.
- Conducted in-depth analysis and reconciliation of payroll data, generating reports to audit and resolve discrepancies.
- Managed payroll calendars, adherence to Service Level Agreements, and facilitated seamless communication between clients and global payroll providers.
- Led internal projects, contributing to company-wide goals and continuous process improvements.
- Developed and maintained strong client relationships, advocating for their needs and ensuring consistent service excellence.
Customer Care Specialist II
Cox Automotive Inc
01.2022 - 01.2024
- Partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document, and monitor any exceptions to the standard processes to create a list of best practices
- Consulting with dealers and educating them about Manheim and ancillary partners
- May work across other departments to train on resolving different client issues
- Provide responsive, timely telephone, chat and email support
- Act as the single, point-of-contact for their issues from identification through resolution as often as possible
- Oversee/monitor the resolution to all problems, regardless of delegation to other departments.
General Contractor Apprentice
Self-Employed
12.2018 - 12.2021
- Plan all stages of a construction project
- Estimate costs for materials, staffing, equipment, and permits
- Ensure all work is completed within the budget
- Schedule each stage of work
- Coordinate with master electricians, demolition engineers, and sub- contractors
- Consult with customers to assess their needs and propose optimal home improvement solutions
- Prepared measurements and determined materials needed based on floor sketches
Network Administrator
Safe-Guard Products International
05.2017 - 10.2018
- Provide technical support for both hardware and software issues our users encounter
- Manage the configuration and operation of client-based computer operating systems
- Monitor the system daily and respond immediately to security or usability concerns
- Upgrade systems and processes as required for enhanced functionality and security issue resolution
- Administrate infrastructure, including firewalls, databases, malware protection software and other processes
- Install and test computer-related equipment.
Online Claims Inspector
Safe-Guard Products International
08.2014 - 05.2017
- Provides support to agents, clients and customers by adjudicating claims, providing claim status and resolving or escalating customer issues
- Communicates effectively with all levels of the organizations
- Ensuring proper documentation, adjudicate per the terms and conditions of the contract.
Education
Business Management
University of Nevada Las Vegas
Las Vegas, NVSkills
- Microsoft Teams
- CRM Software
- Genesys
- ERP (Enterprise Resource Planning)
- Data Entry
- MS Office
- Salesforce
- SQL
- GenCloud
- ADP Payroll Software
Timeline
Account Manager
ADP
03.2024 - Current
Customer Care Specialist II
Cox Automotive Inc
01.2022 - 01.2024
General Contractor Apprentice
Self-Employed
12.2018 - 12.2021
Network Administrator
Safe-Guard Products International
05.2017 - 10.2018
Online Claims Inspector
Safe-Guard Products International
08.2014 - 05.2017
Business Management
University of Nevada Las Vegas
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