Jorge Castro Email & Phone Number

Implement Rippling, provide training and guidance, work directly with engineering teams to constantly build new features and deliver an amazing new customer experience, work with the team to develop and evolve processes.

•Develop project plans and effectively function as a liaison between clients and cross-business or internal partners to complete tasks.•Aid overall client satisfaction by providing dedicated ownership of large, complex, value-added tasks and/or services requiring project coordination. These tasks include but are not limited to Payroll, HR, Security, Time and Attendance, and Time Off.Last fall, I shifted to concentrating on large, complex Database Merge Projects where I act as a Database Merge Consultant.Other core responsibilities include • Benefit Accruals/Time Off• General Ledgers• Acquisitions/Mergers• Multi-Product projects

● Served as primary point relationship for assigned Comprehensive Benefits clients, specializing in clients with over 1000+ employees● Coordinated and managed Benefits Administration and Annual Enrollment tasks, including coordination with internal business partners, off-shore teams, and third party resources to supplement execution of tasks ● Managed activities within the project management tools related to analysis and preparation for enrollment process, including information gathering, requirements analysis, system updating, quality testing, and data migration● Worked with benefit providers to resolve eligibility and vendor invoice discrepancies ● Managed and monitored data flow and integration including carrier connections and processed manual carrier updates

Greater Atlanta Area

● Provide consultation and help resolve issues for Employee Service Reps using pre-defined resolutions● Serve as subject matter expert in handling routine client request including eTIME and Payroll● Develop and leverage a broad understanding of ADP products in support of client needs● Mentor and lead less-experienced specialist on the team on call strategies ● Resolve foreseeable customer concerns and discover innovative solutions to

Greater Atlanta Area

● Subject Matter Expert in CSDB, eTIME, and Payroll● Lead on collaborative effort to centralize ESC specific information and navigational steps in one document for all ESR’s● Adept at escalating critical issues and working multiple ADP business partners such as benefits representatives, human resources consultants, payroll consultants, and technical support consultants to provide accurate and timely resolution to inbound telephone calls.● Mentored new hires in systems and call strategies to insure a seamless transition from training to service● Developed and presented a Citrix/eTIME booster to further knowledge on the product● Supported the Service Support Specialist role by assisting incoming call inquiries from Employee Service Representatives

Augusta, Georgia Area

● Provided support for payroll, benefits, and human resource inquiries● Ambassador to Manila Philippines were I assisted in training and mentoring over 20 new hires● Participated in pilot programs for WFN 4.0 and Benefit Administration in the ESC● Contributed to the movement of benefits specific information from Lumin to the CSDB● A member of the Go Live Taskforce that assisted Employee Service Representatives in our transition to the Employee Solution Center