RAFAEL MARTINEZ JR
El Paso
Summary
Dynamic technology leader with a proven track record in project management and team building, dedicated to driving excellence in performance and collaboration to achieve outstanding results. Expertise in accounting software and systems, coupled with a strong aptitude for leveraging past experiences to tackle complex challenges. Renowned for exceptional interpersonal communication and organizational skills, ensuring seamless project execution from conception to implementation. Committed to thriving in fast-paced environments while fostering a culture of teamwork and innovation.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Bilingual Service Center/Service Operation Support/GV-MS Lead Payroll Specialist/GV-Front Line Leader Payroll Manager
ADP Global View MNC
01.2017 - Current
- Ability to grasp business dynamics and consistently maintained all metrics above minimum requirements including but not limited to FCR, Verify Identity, Complete and Accurate and all other categories. Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary. Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.
- Support team maintain up to date knowledge of SAP products, and ADP GlobalView template. When applicable work with Product Manager to understand future product changes. Coordinates schedules and conducts training sessions for departmental payroll representatives for information regarding payroll policies and procedures, state and federal regulations.
- Ability to become knowledge SME for ancillary services and communicate effectively with all ancillary departments in order to resolve any client payroll issues. Development and training of colleagues to reach common goals on a timely and accurate manner, management of the work activity on a daily and weekly basis
- Was part of projects that included but not limited to W2 API related issues, Missing W2’s in ESS/MyView, assisted in setting up profiles for automated robot project that included W2C Manager, Year End and provided guidance with smart compliance.
Bilingual Technical Customer Service Specialist
Verizon Wireless Communications
01.2017 - 01.2017
- Actively listen to each customer with patience and courtesy. Use troubleshooting and problem-solving skills to come up with solutions. Use great communication skills to resolve customer's device, billing and service concerns. Owned and resolved all client escalations, finding resolutions that fit client needs.
- Excite customers about how new solutions can positively impact their lives.
- Build customer relationships-earn their loyalty and trust by being polite and helpful.
- Demonstrates the technical ability and analytical skills necessary to assist client needs.
Certified Technical Analyst (CTA) I, II, III, IV Team and State Lead for MI, WI, IL and MN/CVR Software Trainer
ADP/CDK/CVR-DEALER SERVICES
01.2011 - 01.2017
- Assisted clients with state quarterly inventory questions, concerns, and issues, updating with new state regulations and ensuring compliance to new rules.
- Consistently maintain over 90% in all performance metrics including First Call Resolution, Call Recording, and Vision, staying up-to-date on current state regulations changes and upcoming procedure changes.
- Demonstrates the technical ability and analytical skills necessary, training 25 CTAs and state lead
- Owned and resolved all client escalations, finding resolutions that fit client needs.
- Became resource regarding regulatory updates for all fellow CTAs, team leads, supervisors, and account executives, addressing questions or concerns.
Customer Service
ADP-TOTAL SOURCE
01.2011 - 01.2012
Marketing Manager
SARATOGA HOMES INC.
01.2010 - 01.2011
Customer Service Representative
AT&T
01.2003 - 01.2010
Education
Bachelor of Business Administration -
Strayer University
Skills
- Conversational Spanish skills
- Skilled in using multiple operating systems and applications
- Familiarity with collaboration tools
- Project queue management
- Experience with security tool implementation
- Payroll management
Accomplishments
- Consistently received positive performance reviews.
- Completed all quarterly payroll tax reconciliations, including 941s, FUTA and SUTA and annual W-2 filings.
Certification
- CVR State Certified and Subject Matter Expert: CA, FL, WI, IL, MD, VA, PA, IN, CT, MI, NY, NC, MA and MN
- ADP Emerging Leader Course completed August 2021
FRONT LINE LEADER PAYROLL MANAGER
- Drive Results, Leading Teams Deliver Solutions & Processes
- Areas of Expertise:
- Management, Operations, Experience, 15 years
- Project Management, Overseeing, deploying, completing projects, 15 years
- Troubleshooting software related errors, Experienced User, 10 years
- Call Center/Customer Service, Expert, 15 years
- Computing, Accounting Software, Excel, Word, Outlook, Various other programs, 20 years
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Service Center/Service Operation Support/GV-MS Lead Payroll Specialist/GV-Front Line Leader Payroll Manager
ADP Global View MNC
01.2017 - Current
Bilingual Technical Customer Service Specialist
Verizon Wireless Communications
01.2017 - 01.2017
Certified Technical Analyst (CTA) I, II, III, IV Team and State Lead for MI, WI, IL and MN/CVR Software Trainer
ADP/CDK/CVR-DEALER SERVICES
01.2011 - 01.2017
Customer Service
ADP-TOTAL SOURCE
01.2011 - 01.2012
Marketing Manager
SARATOGA HOMES INC.
01.2010 - 01.2011
Customer Service Representative
AT&T
01.2003 - 01.2010
Bachelor of Business Administration -
Strayer University
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