Milissa Dukes

UKG PRO Workforce Management (Time)

• Troubleshot and resolved Workforce Management (Time) system issues related to application setup, scheduling, integrations, accruals, and attendance.
• Provided daily customer support via Salesforce, email, phone, and Zoom screen-sharing sessions to diagnose issues and deliver effective solutions.
• Managed customer support cases through Salesforce, achieving timely resolutions and compliance with SLA metrics.
• Resolved active cases while prioritizing new support requests in a fast-paced environment.
• Utilized AI-assisted research tools to improve troubleshooting efficiency and accelerate case resolution.
• Maintained effective customer communication and follow-up, contributing to high levels of client satisfaction.
• Participated in ongoing training and professional development to stay current on Workforce Management product updates and support best practices.
• Consistently met performance metrics and service-level agreement (SLA) targets

• Documented research findings and communicated them to business development representatives for effective relay to dealers and customers.
• Researched complaints from dealers and subscribers, ensuring adherence to established protocols.
• Coordinated feedback sessions with management on call quality, suggesting alternative handling strategies.
• Retrieved and reviewed documents entered for accuracy.
• Generated reports to help support other departments.

• Collaborated with dealers to establish new accounts and conducted product demonstrations for potential clients, leveraging strong customer service and communication skills during initial engagements.
• Provided technical support/troubleshooting for technicians and dealers through phone calls and emails. Walked the dealers through using our self-help websites offered.
• Logged credentials for remote access setup.
• Documented dealer issues and concerns for tracking.
• Built rapport with the dealers and made follow-up calls to strengthen client relationships, and ensure client satisfaction.
• Recorded a log of any issues or concerns from dealers.
• Reduced the department's daily workload by arriving early or staying late.
• In performance evaluations, it has always been said I was one of the top representatives for phone calls handled and cases closed.

• Managed response to burglary, fire, and medical alarms, ensuring prompt action.
• Alerted and dispatched emergency authorities during critical incidents.
• Received inbound calls regarding false alarms, placing accounts on test, canceling dispatches, and updating account information.
• Coordinated with supervisors on customer complaints to improve service quality.