Natalya Garcia

· Provided administrative support to executives, personnel, and clients, ensuring timely and accurate responses to inquiries.

· Managed incoming calls, messages, and emails, resolving issues and escalating concerns as needed.

· Generated and analyzed data to meet client requirements, providing statistically credible predictions and insights.

· Maintained schedules, reports, and research information, ensuring accuracy and attention to detail.

· Delivered exceptional customer service, resolving problems and complaints in a professional and courteous manner

· Problem-solving Made recommendations to improve security procedures and systems.

· Problem-solving Mentored junior employees in departmental activities and procedures

· Created detailed reports highlighting findings from investigations into possible breach attempts or other malicious activities.

· Assisted with recruitment efforts, including job postings, interviews, and onboarding.

· Managed employee data, including new hires, terminations, and changes.

· Ensured accurate and up-to-date employee information in payroll systems.

· Processed weekly payrolls for 130+ employees.

· Conducted payroll audits to ensure accuracy (ADP/uAttend)

· Managed payroll taxes, including federal, state, and local withholding .

· Resolved payroll discrepancies and addressed employee inquiries.

· Conducted payroll audits to ensure accuracy and compliance.

· Processed payroll-related documents, including W-4s, I-9s, and direct deposit forms.

· Provided administrative support to senior staff and management.

· Developed and implemented effective filing systems, both physical and digital.

· Managed email accounts, responded to inquiries, and forwarded messages to relevant staff.

· Coordinated meetings, conferences.

· Developed and maintained relationships with clients

· Managed and maintained databases, spreadsheets, and other data management systems.

· Coordinated training and development programs for staff.

· Assisted with employee relations, including conflict resolution and performance management.

· Developed and implemented HR policies and procedures.

· Conducted performance evaluations, provided feedback, and implemented corrective actions as needed.

· Coordinated and managed multiple projects simultaneously, ensuring timely completion and quality standards.

· Developed and implemented corrective action plans to address quality deficiencies

• · Responded to customer inquiries and processed transactions via phone and online platforms.· Utilized multiple system screens to access and update customer account information, ensuring accuracy and attention to detail. Provided account maintenance support, including:
• - Contract and statement management
• - Automatic loan payment setup- Payoff requests
• - Direct debit requests
• - Due date changes
• -Resolved customer issues and provided guidance on website navigation and online banking services.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Provided top quality control and eliminated downtime to maximize revenue.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Conducted regular follow-up calls with customers after resolving their issues.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Used approved scripts to de-escalate angry customers during telephone interactions.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed strong relationships with customers by providing personalized assistance and support.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.