Responsible for all incoming escalations and process definition surrounding the PRO Core HR product. Provides input to the overall vision of the Core HR features of UKG PRO working alongside a team of Software Engineers. Serves a liaison between Customer Support and Product Development teams; helps a cross functional team of developers, designers, and testers understand vision and priority.Manages the escalation backlog· Prioritizes, reviews, proposes resolution and distributes escalations from Support, Sales, Technical Consultants to Software Engineers with an aim to meet goals on time with quality.· Researches and documents complex, web and back-end user stories in JIRA and Salesforce. Communicates with clients to understand and meet urgent deadlines impacting a range of Enterprises across all industries of business· Closely tracks trends of issue reports and provides feedback to Product Development teams to better guide the Core HR pillar in regards to feature deployment. · Serves as the first point contact for Customer support in respects to major customer impacting events focused on the Core HR pillarMaintains escalation and product metrics· Has a passion for data driven decision making. Experience implementing and using product metrics to drive decisions.· Clearly defines metric goals and the right mechanisms to collect, track, report and react to the data.· Manages the escalation team’s metrics dashboard and continuously improves it.Collaborates across the organization· Closely collaborates with Sales, Services, and Support teams to ensure their needs are being met.· Closely collaborates with other teams to clearly understand dependencies and drives the solutioning process.· Assists services and engineering troubleshooting product escalations from customers.Drives the team forward· Inspire and lead escalation team with manager’s support but not authority· Identifies and proposes process changes including planning and success measurements

▪ Served as a “Tier II” Support resource for the UKG Pro & WFM products, assisting frontline support and working directly with global Enterprise clientele to resolve complex critical HRIS business needs.o Emerged as an HR, WFM, and US & Canada Tax Subject Matter Expert, crafting documentation and creating resources to be consumed by the larger organization.o Successfully resolved thousands of internal “swarms” between departments for complex software issues relating to a full spectrum of HR & Payroll topics.

▪ Served as a member of a team of Core Specialists assigned to an Account Manager working to resolve Support tickets logged by customers for issues encountered with UltiPro software.o Rapidly promoted due to product knowledge and customer-focused initiative.o Obtained Fundamentals of Payroll (FPC) Certification.

Responsible for coaching and development of team comprised of approximately 15 Service Counselors; Draft and issue 90-day, mid-year and annual performance appraisals; Assist in interviewing and talent selection of potential employees; Maintain and organize online employee files; Draft and issue performance warnings and commendations; Handle escalated member issues and provide resolutions to complex complaints; Document and maintain all time card records to ensure accuracy; Create training documents to be used during coaching sessions with employees; Analyze data and use said data to further member satisfaction

Assist in training of new Service Counselors, Lead & direct the service counselor workforce in handling day-to-day activities and resolving operational problems; Provide assistance and guidance to other Service Counselors to help improve service quality; Assist with daily scheduling of breaks and lunches for Service Counselors; Use Microsoft Excel to track all training, scheduling and KPI compliance; Handle escalated member calls requesting a supervisor or management; Responsible for monitoring employee calls and providing constructive feedback to ensure growth; Analyze service level and call volume to ensure agents are properly staffed

Receive and input information accurately from members in high-stress situations; Quickly identify priority situations where members are in unsafe situations and take action accordingly; Transmit information to service providers accurately in order to provide members with on-time service; Provide members with updates on their road service requests as needed; Work closely with fellow dispatchers, contracted and fleet drivers in order to quickly dispatch road service requests; Mentor and train both fellow service counselors and dispatchers

Promoted to HR Supervisor, responsible for a full spectrum of HR operations, systems and programs. Work with senior management to ensure implementation of hiring best-practices and procedures; recruit employees; create Action Plans based on employee engagement results; and develop orientation, training and on-the-job training programs. Manage all personnel records, up to 90+ at peak times; administer benefits enrollment and communication; control actual hours vs budget; and handle HR generalist workplace issues.

Sold Buyer Protection Plan (BPP's) Extended Warranties in excess of over $1,000 dollars in a 3 month span. Signed new customers up for Toys "R" Us / Babies "R" Us Loyalty Program. Maintained merchandising expectations of department including locating and picking merchandise in and out of store room. Provided customer service on a daily basis. Installed fixtures and set new planograms. Responsible for opening and closing the department.