Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
RENE F. LICON

RENE F. LICON

El Paso,TX

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Care Advocate Supervisor Level II

Accolade Inc.
02.2024 - Current


  • Resolve escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.

Customer Support Manager

ADP TotalSource – Comprehensive Service
03.2014 - 07.2023
  • Promoted a positive work environment through open communication channels, recognition programs, and team-building activities.
  • Collaborated with other departments to address customer concerns in a timely manner, fostering cross-functional teamwork and communication.
  • Maintained a high level of customer satisfaction by implementing tailored solutions for individual clients, leading to increased retention rates.
  • Conducted regular performance evaluations of team members to provide constructive feedback and encourage professional growth within the organization.
  • Developed strong relationships with key stakeholders, both internal and external, ensuring seamless collaboration in support-related matters.
  • Managed a team of payroll and HR specialists, providing training and guidance to ensure timely and accurate payroll processing.

Regional Service Delivery Manager

ADP Comprehensive Services / GlobalView
11.2006 - 03.2014
  • Oversee, review, and manage implementation processes for all new America’s regional clients. Included but not limited to thorough review of client contracts, blueprints, contractual service levels and contractual metrics.
  • Responsible for preparing, presenting, and reviewing client's consistent weekly, monthly, and quarterly operation reviews. Each operation review includes KPI’s resolution standards and contractual processes and procedures statistics.
  • Responsible for client escalations by analyzing and bringing resolution through strategic planning and client visits.
  • Working with internal and external teams to ensure processes and procedures meet service delivery standards, contractual metrics and provide excellent customer service.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Education

Associate of Arts - Elementary Bi-Lingual Teaching

Austin Community College
Austin, TX

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United States Naval Reserve

Skills

  • Customer focused
  • Microsoft outlook, word, and Excel
  • Claims processing
  • Benefits administration
  • Payroll processing
  • Client relationships
  • Relationship building and management
  • Customer relationship management
  • Excellent communication

Certification

  • SHRM Certified Professional
  • FPC

Languages

Spanish
Full Professional

Timeline

Care Advocate Supervisor Level II

Accolade Inc.
02.2024 - Current

Customer Support Manager

ADP TotalSource – Comprehensive Service
03.2014 - 07.2023

Regional Service Delivery Manager

ADP Comprehensive Services / GlobalView
11.2006 - 03.2014

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United States Naval Reserve

Associate of Arts - Elementary Bi-Lingual Teaching

Austin Community College

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