Tianna Shoulars
Atlanta,GA
Summary
Tech-savvy professional with advanced training and experience in customer service. Delivers above-average results to delight customers and drive internal enhancements. Always seeking new and improved strategies to achieve objectives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Specialty Support Rep II (Tax)
Ultimate Kronos Group
Alpharetta, USA
10.2023 - Current
- Managed and addressed client communications via email, ticketing systems, and incoming calls with efficiency and accuracy while recording all interactions in the Salesforce
- Provide day-to-day support for UKGPro Tax Filing Service customers
- Managed customer tax profile data, providing education to clients on necessary jurisdictional information for timely and accurate filings.
- Facilitated smooth flow of information by acting as a connection point between clients and internal departments for resolving various issues through communication, research, and investigation.
- Collaborated with team members to efficiently resolve tax inquiries related to quarter-end and year-end employer tax filing
- Using folders to organize clients by company, products and services
- Provides new quotes, invoices, and product updates to new and existing clients as the secondary contact.
- Collaborated on the rejected filing cycle, guiding resolutions for filings while informing and supporting customers to address root causes effectively, thus preventing future rejections.
- Created an efficient timetable to prioritize and resolve customer inquiries by classifying concerns like escalations, profile modifications, and account balancing.
- Ensured accurate calculation and reporting of payroll taxes, including federal, state and local taxes.
- Regularly reviewed and reconciled payroll tax filings buy running SQL scripts to provide General Ledger reports.
- Provided technical support to customers via phone and email
Sr Client Service And Product Specialist
Apex Solutions/ADP
Alpharetta, USA
12.2022 - 12.2023
- Act as the second level of support and subject-matter expert for clients and other client service representatives
- Respond to emails, ticketing systems and incoming calls from clients, providing prompt resolution and documenting interactions in the CRM system
- Ensure clients are aware of compliance guidelines with each interaction
- Educates clients on product features and functionality
- Assist in training new service personnel and coordinating the rollout of client-specific procedures
- Act as liaison between clients and internal departments to communicate, research, and investigate client issues
- Analyze data and workflows to identify root causes and provide recommendations for process improvement
- Facilitated client collaboration to reach agreed-upon business solutions
- Provide research and consultative support to internal and external clients
- Using folders to organize clients by company, products and services
- Serves as the secondary contact for new and existing established clients by providing new quotes, invoices and updates on new and existing products
- Maintains an 80% client retention rate by either upselling and/or adding on additional services
- Possess comprehensive knowledge of policies, procedures, and the client operation.
Fraud and Risk Analyst
Fan Duel
Atlanta, USA
12.2021 - 12.2022
- Successfully generated leads by delivering persuasive product knowledge
- Maintained accurate records of customer account information, overseeing upgrades and cancellations.
- Processed orders from direct customers and agents, ensuring accuracy and efficiency
- Explain and expedite effective solutions for resolving customer complaints, ensuring timely correction or adjustment
- Compiled and provided reports on overall customer satisfaction
- Maintained a 90% Quality Assurance
- Conducted daily reviews of bonus reportings to detect, prevent and mitigate fraudulent and suspicious activity.
- Collaborated with the analytics team to create and enhance dashboards and monitoring performance across KPIs.
- Investigated and addressed potential proxy betting
It Recruiter/Sales
Allyon, Inc.
Atlanta, USA
06.2021 - 12.2021
- Recruited IT consultants and full-time employees for specialized positions within all areas of IT, including Business Analysis, Software Development, and Infrastructure/Network Design
- Sourced and screened over 40 candidates weekly for Fortune 500 clients
- Coached candidates throughout the interviewing and hiring process
- Gained valuable cold calling and sales process experience in a fast-paced environment
- Developed and maintained positive relationships with candidates and clients
- Prescreened candidates through a detailed screening process; evaluated compatibility with job order's specific requirements, ensured candidate was a proper fit and was in contact with candidates 80% of the time via phone and emails
- Wrote compelling job ads and utilized social media strategies to promote positions and attract new clients
- Actively participated in a weekly leadership development program.
Assistant Manager/ Sales Representative
Blo West Orange
West Orange
01.2019 - 02.2021
- Scheduled and coordinated meetings, ensuring effective communication and collaboration
- Conducted employee performance reviews annually and quarterly, providing constructive feedback
- Managed a clientele of 50 to 60 clients weekly, delivering exceptional customer service
- Participated in recruitment and dismissal processes such as onboarding, exit interviews, I-9 intake, etc
- Smoothed out problems within the workplace by addressing employee and customer concerns
- Developed strategies for better workplace efficiency and goal achievement (team building, development workshops on products and business needs)
- Created Bi-weekly schedules and processed Payroll
- Administer salary planning incentive programs annual merit reviews and salary survey completion
- Managed and scheduled 1:1 with all employees
- (Includes coaching sessions, progressive plans, etc.) Reviewed contracts, agreements, and other documents for accuracy such as new partnerships and onsite/offsite events
- Liaison with benefits carriers to build and/or maintain relationships
- Interacts daily with benefits carriers to ensure all employees
- Served as a primary contact to attract new partnerships with the surrounding small businesses
- Maintained invoices for new products and services
- Demonstrated expertise in training new employees with new sales software
- (How to track inventory, sales, etc.)
Education
Business Administration; Concentration in Management -
Montclair State University
Montclair, NJSkills
- SAP
- Business Analysis
- Microsoft Office
- Salesforce
- ADP Workforce Now
- CRM Systems
- Zendesk
- QuickBooks
- Excel
- CRM Software
- Remote Support
- Escalation Handling
- Customer Service
- Client Retention
- Problem-Solving
- Quality Assurance
- Regulatory compliance understanding
- Investigative abilities
- Ethical standards
- Fraud Detection
Certification
Cosmetology, NJ Consumer Affairs, 06/01/2015, 09/01/2025
Timeline
Specialty Support Rep II (Tax)
Ultimate Kronos Group
10.2023 - Current
Sr Client Service And Product Specialist
Apex Solutions/ADP
12.2022 - 12.2023
Fraud and Risk Analyst
Fan Duel
12.2021 - 12.2022
It Recruiter/Sales
Allyon, Inc.
06.2021 - 12.2021
Assistant Manager/ Sales Representative
Blo West Orange
01.2019 - 02.2021
Business Administration; Concentration in Management -
Montclair State University
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