● Streamlined the onboarding process for new clients, enhancing their proficiency in payroll reporting and billing software, which led to a 50% increase in user satisfaction and a 25% decrease in support tickets.● Managed a project to improve and consolidate end-to-end service updates in case of service disruption.● Investigate billing discrepancies by analyzing snapshot reports and billing histories resulting in the recovery of lost revenue.● Guide clients through the onboarding, reporting and billing process.● Walk agents, managers, bookkeepers, Business Development representatives throughonboarding stages, billing procedures and reporting processes.

● Assisted customers with their various credit card and other banking needs.● Provided and explained financial resources to customers in order to maximize theirfinancial well-being.● Streamlined the complaint resolution process through comprehensive use of PNC databases, addressing customer concerns and questions, which resulted in a 35% decrease in follow-up inquiries and a 10% rise in product purchases. ● Meet PNC standards for maintaining call volume, and within that time providing thehighest quality of customer service.● Navigated backup administrative procedures in case of online outage. ● Enhanced in-house database by improving user interface and reducing data access latency by 30%, resulting in a 15% increase in team productivity

Worked in the loading and unloading of packages into trailers in a timely manner and assist other team members in unloading their assigned trailer● Scan and load packages at a fast and steady rate.● Obtained training in the handling of hazardous materials, and loading such materials into trailers.