Saba Kahsay
Atlanta,GA
Summary
Dynamic Payroll Representative II at Ultimate Kronos Group with expertise in payroll processing and exceptional customer service. Proven ability to enhance client satisfaction through effective problem-solving and data integration. Skilled in CRM and risk management, consistently delivering high-quality results and fostering strong relationships with stakeholders.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Payroll Representative II
Ultimate Kronos Group
Atlanta, USA
02.2024 - Current
- Performs payroll-related functions, including but not limited to payroll processing, audits, and maintenance
- Performs file imports into payroll system from various sources and validates payroll data in a timely manner
- Prepares off-cycle payrolls and manual checks as necessary
- Builds strong partnerships with customers and provides superior customer service
- Identifies areas of customer dissatisfaction and proposes solutions and coordinates with Team Lead or Manager to resolve
- Develops and adheres to SSAE16 requirements and is accountable for compliance of each task performed
- Participates in recurring customer calls and serves as point of contact for projects, tasks or issues
- Quarter End, Year End, and Open Enrollment assistance and task execution
Product Support Representative II
Ultimate Kronos Group
Atlanta, USA
01.2022 - 01.2024
- Assist customers with the use and usability of our UKG Pro application
- Diagnose, troubleshoot and resolve issues while providing exceptional service
- Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets
- Develop and maintain an intermediate level of knowledge of UKG Pro products
- Document all interactions with accounts and create trail for others to follow
- Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
- Timely, accurate, and complete responses to inquiries
- Ability to successfully work both independently and as a part of a team
- Meet daily/weekly metrics of inbound calls/closed cases
Front Desk Agent
Courtyard by Marriott
Decatur, USA
10.2018 - 01.2022
- Selected to be the MOD (manager on duty) in manager’s absence.
- Managed the company’s CRM system while serving as a Front Desk Agent.
- Created enterprise solutions through Workday.
- Integrated information into SaaS support based programs such as Salesforce.
- Communicated with key stakeholders at all levels, creating interpersonal relationships.
- Built strong and sustainable relationships during the solutioning process with stakeholder’s delivery and sales.
- Defined risks and documents assumptions.
- Provided solution write ups.
- Managed quality of deliverables for the team.
- Provided exceptional customer service to all hotel guest which ultimately maintains the Guest Satisfactory Score above 90%.
- Facilitated open communication with all departments pertaining to guest’s requests, resulting in higher customer satisfaction surveys (65% higher satisfaction compared to our competing franchises).
- Managed customer care/incidents, resulting in repeat customer and referrals.
- Used Fosse (hotel software database) to forecast revenue and room availability.
- Posted charges and expenses to billing portfolio.
Education
Per Scholas -Technical School
Atlanta, GA04.2022
Skills
- CRM
- SaaS
- Customer service
- Data analysis
- Data integration
- Risk management
- Interpersonal communication
- Database management
- Microsoft proficiency
- Payroll processing
- Payroll administration
- Automated and manual check processing
Certification
CompTIA A+, 04/22
Timeline
Payroll Representative II
Ultimate Kronos Group
02.2024 - Current
Product Support Representative II
Ultimate Kronos Group
01.2022 - 01.2024
Front Desk Agent
Courtyard by Marriott
10.2018 - 01.2022
Per Scholas -Technical School