Sandra Wiggins
Carrollton,TX
Summary
Driven Service Support Specialist with proven track record of success in developing and implementing strategies to grow and improve business operations. Highly organized and possesses excellent communication and interpersonal skills. Effectively collaborates with colleagues and builds strong relationships.
Overview
11
11
years of professional experience
Work History
Benefits & Talent SSS
ADP
Dallas, TX
11.2018 - Current
- Lead a team of up to 12 Client Support Specialists, both on-site and remote
- Partner with Human Resources to conduct candidate interviews as necessary
- Coach, motivate, train, develop, and guide employees by utilizing various methods including observations, analysis of metrics, and feedback from customers, peers, management, and other sources
- Job shadow for quality control, answer inquiries, and provide feedback
- Serve as a knowledgeable expert on ADP Workforce Now (WFN) HRIS and perform various administrative tasks such as security maintenance, system configuration, integrations, and upgrades
- Lead functionality improvement
- Troubleshoot HRIS data issues, identify the causes, and collaborate with the IT department to resolve any technical system-related problems
- Manage and maintain the configuration of ADP WFN for various aspects, including benefits, ACA compliance, compensation, recruitment, performance, and security
- Manage the HRIS ticketing system queue to resolve day-to-day issues that arise
- Conduct system analysis, document processes, test, implement, and provide user support during platform transitions
- Work closely with Payroll, Sales, Implementation, and Executive Relationship managers to resolve escalated client concerns
- Resolve complex issues raised by vendors, brokers, and external entities
- Develop and distribute clear and concise communications to users regarding instructions, system outages, and any other changes
- Lead meetings, projects to ensure employees and management are informed about upcoming changes
Client Support Specialist III
ADP
08.2018 - 11.2018
- Assisted clients with navigating ADP's products and services post-implementation
- Worked collaboratively with payroll, sales and implementation team to develop, maintain, and grow client/internal relationships
- Influenced or owned customer retention and created leads for revenue growth for an established customer base
- Collaborated with managers and client executives to develop solutions according to the client’s needs
- Conveyed product feedback to product developer team when feature is not available in the current product
- Served as subject matter expert (SME) in handling complex client requests
- Successfully lead year-end contingent team
Client Support Specialist II
ADP
01.2017 - 08.2018
- Assisted clients with benefit questions, elections, life event changes, open enrollment, talent, compensation, etc
- Provided clients with support through training using screenshare
- Maintained a high-volume workload in a demanding environment
- Provided guidance and support to clients on all HR benefits and Talent modules
- Collaborated with leaders and management to resolve escalated client issues/concerns
- Assisted clients with importing/exporting data
- Mentored all New Hires during their seven-week onboarding/training process
- Successfully lead year-end contingent team
Case Manager
Barrett Daffin Law
06.2012 - 12.2016
- Reviewed and analyzed servicing notes, ensuring compliance with court orders and service level agreements
- Responded to inquiries from clients, attorney’s, Trustee’s, and internal departments
- Manually prepared and filed Motion for Relief’s, Proof of Claims, Agreed Orders, NOD’s, and NOT’s
- Assisted attorney in filing objections and other legal actions
- Collaborated closely with Debtor's attorney and Trustee to resolve filed Motions
- Met with C-Level Executives regularly establishing rapport through clear, consistent communication and accountability
- Reconciled payment histories to resolve payment disputes
- Provided quality customer service to all external parties involved in bankruptcy verbally and written
- Assisted with employee training and other special projects
Education
Bachelor of Science - Interdisciplinary Studies
TWU
Denton, TX05.2017
MBA - Human Resource Management
TWU
Denton, TX12.2019
Skills
- MS Office
- HRIS
- JIRA
- Oracle EBS
- Salesforce
- Relationship Building
- Interpersonal
- Business Acumen
- Strategic Thinking
- Organizational
- Problem Solving
- Project Leader
- Excellent Communications
- Compliance
- Leadership
- Technique Optimization
- Operational Efficiency
- Customer Engagement
- Augmented Reality
- ADP Workforce Now
- Career Development
- Talent Training
- Presentations and Lectures
- Talent Management Systems
- Benefits Implementation
- Recruitment Management
- Human Resources Department Processes
- Interviews and Evaluations
Timeline
Benefits & Talent SSS
ADP
11.2018 - Current
Client Support Specialist III
ADP
08.2018 - 11.2018
Client Support Specialist II
ADP
01.2017 - 08.2018
Case Manager
Barrett Daffin Law
06.2012 - 12.2016
Bachelor of Science - Interdisciplinary Studies
TWU
MBA - Human Resource Management
TWU
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