Summary
Overview
Work History
Education
Skills
Certification
Timeline
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VERONICA GEAGAN

Acworth,GA

Summary

Detail-oriented technical support with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Technical Support Specialist

ADP
11.2020 - Current
  • Assist manager by supporting team in daily tasks i.e handle escalated issues, manage intraday performance, and serve as resource to team members
  • Identify developmental needs and make recommendations to manager regarding training opportunities to enhance productivity and performance levels
  • Facilitate YE trainings
  • Facilitate new product trainings
  • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities
  • Ensure client satisfaction and retention through timely solution delivery within client-defined timeliness
  • Collaborate with various departments to load and convert client data to ADP's solutions
  • Maintain and expand knowledge and proficiency on job function, ADP products/services and best practice
  • Achieved a 100% Client Experience Satisfaction Score for FY 20, 21, 22, 23 and 24
  • Completed the Emerging Leaders Program to build foundational skills and techniques to take on and assist with future leadership roles

Senior Client Support Consultant

ADP
10.2016 - 11.2020
  • Assist team lead by supporting team in daily tasks i.e handle escalated issues, manage intraday performance, and serve as resource to team members
  • Served as a consultant in servicing ADP's payroll products
  • Provided expert council to support the client base and ensure clients understood the value of the product offerings
  • Facilitate team meetings to discuss associate and team recognition, team goals, and department updates
  • Serve as a resource for team members
  • Serve as department representative for new ADP initiatives by offering feedback and guidance on department needs
  • Created and implemented daily report statistics to review performance for team emails
  • Served as peer mentor in the Year End Mentor Program to provide support, guidance, and training for team members
  • Achieved a 100% Client Experience Satisfaction Score for FY 18 and 19

Education

Bachelor of Science - Communications

Kennesaw State University
Kennesaw, GA
12-2013

Skills

  • Customer Service Support
  • Collaborative Team Player
  • Issue and Resolution Tracking
  • Multitasking and Prioritization
  • Active Listening
  • Organizational Skills
  • Technical troubleshooting
  • Training Support

Certification

Fundamental Payroll Certification

Leadership Excellence: Emerging Leaders Program

Timeline

Senior Technical Support Specialist

ADP
11.2020 - Current

Senior Client Support Consultant

ADP
10.2016 - 11.2020

Bachelor of Science - Communications

Kennesaw State University

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VERONICA GEAGAN