Saphja (Sapy) Daher-Munoz

Advanced to Client Service Control Desk Representative in 2022. Progressed to Senior position in 2024.

• Streamline communication processes between departments to improve operational efficiency.
• Analyzed payroll/tax data to identify trends and recommend service improvements.
• Exceed performance targets through diligent work ethic and focus on results-driven tasks.
• Coordinate and prioritized work requests from diverse ADP platforms to ensure timely payroll account transfers that meet client specifications.
• Investigate prenote rejections with banking team to enhance financial security and prevent fraudulent activities for ADP.
• Research payroll out of balances to solve any possible tax errors.
• Manage the process of submitting tax amendments to agencies, ensuring accurate corrections for client filings from previous quarters.
• Manage internal tax requests to guarantee proper setup of payroll tax jurisdictions.
• Evaluate client inquiries regarding penalties and interest to determine ADP's responsibility.

• Delivered expert support for payroll and HR solutions, ensuring client satisfaction and issue resolution.
• Analyzed client needs to recommend tailored software enhancements, improving user experience and engagement.
• Streamlined onboarding processes for new clients, reducing setup time and increasing operational efficiency.
• Oversaw compliance with payroll and accounting requirements, including W-2 tax filing and banking regulations.
• Provided prompt email support to address client service inquiries and enhance satisfaction.
• Facilitated successful onboarding of new and returning ADP clients by delivering comprehensive training on payroll processes. Enhanced client proficiency with ADP products and the Run Powered by ADP platform, resulting in improved user satisfaction.
• Collaborated with ADP's sales team to ensure precise setup of new accounts.
• Supported shadowing opportunities to observe daily operations and call interactions. Addressed questions and provided guidance to new team members.

• Managed a team of between 10-15 associates.
• Assisted associates in delivering exceptional customer service during daily operations. Supported management of average talk time, hold time, and transfer rates. Provided constructive feedback on call handling to enhance performance.
• Led operational workflows to enhance team productivity and efficiency.
• Developed and implemented training programs for new team members, fostering skill development.
• Monitored performance metrics to identify areas for improvement and ensure compliance.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.