Rocio Aguilar
Escondido,CA
Summary
Experienced Senior Client Support Specialist with a strong track record of helping clients navigate a wide range of issues. Known for solid problem-solving abilities, building trusting relationships, and consistently delivering dependable, high-quality support.
Overview
13
13
years of professional experience
Work History
Senior Client Support Specialist
Coastal Payroll Services
San Diego, CA
09.2023 - Current
- Manage my own book of 200+ large clients (with employee counts ranging from 100 to 2,000+) to ensure payrolls are processed accurately and according to daily deadlines.
- Process weekly, bi-weekly, semi-monthly, and monthly payrolls for clients.
- Create custom reports using iSolved to cater to clients' specific needs.
- Handle employee terminations, PTO payouts, and process manual checks.
- Set up onboarding templates for clients to automate the hiring process.
- Assist with answering employee questions regarding pay, deductions, and tax questions.
- Researched discrepancies and resolved issues related to payroll transactions.
- Processed wage garnishment orders from government agencies or creditors in a timely manner, while adhering to applicable laws and regulations governing withholding limits and notification requirements.
- Provided support during internal and external audit reviews involving personnel records, or compensation information.
Client Support Specialist III
Coastal Payroll Services
San Diego, CA
01.2021 - 08.2023
- Manage my own book of 200+ clients (employee count from 1 to 100) to ensure payrolls are processed accurately and according to daily deadlines.
- Handle a daily average of 30 inquiries via case/email/calls through Salesforce to assist clients with their day-to-day payroll needs.
- Assist with payroll reports for audits.
- Assist clients with training and ongoing use of our web-based payroll and HR products.
- Help clients analyze payroll reports, and develop reporting to assist clients in better understanding payroll data.
- Work directly under company management to further enhance payroll knowledge, and become an expert in the field.
- Stay updated with current payroll, tax, and sick leave laws.
- Performed manual calculations for retroactive pay adjustments, or special payments, as required.
- Researched discrepancies in payroll data, and provided corrective action when needed.
- Oversaw payroll processing to comply with tax laws, and court-ordered wage assignments and garnishments.
- Processed and monitored sick pay, vacation pay, and other leave entitlements accurately.
- Provided timely support to clients via phone and email communication.
Senior Customer Account Manager
AMN Healthcare
San Diego, CA
01.2016 - 12.2020
- Resolved healthcare professional questions or issues regarding paycheck earnings and deductions, federal and state taxation, and reimbursements.
- Managed an average of 25 to 30 calls per day in a fast-paced call center environment.
- Maintained 100% in customer service satisfaction surveys.
- Managed an account of up to 370 healthcare professionals, overseeing payroll, and providing one-call resolutions to pay discrepancies.
- Managed escalated situations with healthcare professionals, and provided timely resolution to prevent dissatisfied customers, and maintain loyalty.
- Utilized the Customer Relationship Management system to log and track each healthcare professional's payroll, timecard issues, and communication.
- Partnered with internal departments: Time Processing, Recruitment, Payroll, Billing, and Account Managers to better service our Healthcare Professionals and resolve payroll issues.
- Provided one-on-one training for new Customer Account Managers.
- Peer-mentored new Customer Account Managers and performed daily check-ins.
- Assist a team of 6 or more new Customer Account Managers on the floor with questions regarding systems and processes.
Operations Clerk
Duvera Financial/Easy Pay
Carlsbad, CA
09.2012 - 12.2015
- Performed a wide variety of operations support.
- Handled and filed a daily average of 30 inbound mail correspondences.
- Oversee incoming and outgoing emails and faxes related to credit bureau disputes.
- Verified bankruptcies filed through PACER.
- Responsible for filing bankruptcy claims before the deadline.
- Reviewed and updated a daily average of 80 customer complaints through E-Oscar.
- Oversaw responses to customer credit disputes via email or U.S. mail.
Merchant Service Representative
Duvera Financial/Easy Pay
Carlsbad, CA
- Managed 30 inbound merchant service calls daily, delivering exceptional customer service.
- Completed five to ten new merchant set-ups and conducted comprehensive training sessions.
- Processed 30 to 40 consumer applications daily, assessing conditions for credit approval.
- Reviewed declined credit applications to identify input errors causing false declines.
- Verified documentation compliance with funding requirements.
Billing Representative
Duvera Financial/Easy Pay
Carlsbad, CA
- Processed over 50 inbound calls daily in a dynamic call center environment.
- Facilitated phone payments efficiently while maintaining high service standards.
- Translated customer inquiries for internal departments to enhance communication.
- Reported unusual trends and behaviors to Underwriting for further analysis.
Education
General Education - Economics and Business Management
Palomar College
San Marcos, CA01.2012
Skills
- ISolved HCM software
- Customer relationship management
- Multi-state payroll
- Oracle PeopleSoft 83 and 92
- Payroll and time management software
- Multi-state payroll processing
- Multitasking abilities
- Quick learning
- Attention to detail
- Results-driven mindset
- Problem-solving skills
- Spanish proficiency
Timeline
Senior Client Support Specialist
Coastal Payroll Services
09.2023 - Current
Client Support Specialist III
Coastal Payroll Services
01.2021 - 08.2023
Senior Customer Account Manager
AMN Healthcare
01.2016 - 12.2020
Operations Clerk
Duvera Financial/Easy Pay
09.2012 - 12.2015
Merchant Service Representative
Duvera Financial/Easy Pay
Billing Representative
Duvera Financial/Easy Pay
General Education - Economics and Business Management
Palomar College