Luis Arias Email & Phone Number

San Dimas, California

ADP ( Automatic Data Processing) For 69 years, ADP has served as a trusted human resources, payroll and benefits partner to employers around the world. Our mission is to provide insightful solutions that drive value and success for our clients by allowing them to focus on their business.

* Experience in planning, organizing and coordinating tasks and maintaining a high level of accuracy and attention to detail while meeting assigned deadlines.• Developed reports and created pivot tables to assist the senior management team during daily meetings and quarterly presentations.• Forecast call volumes, plan and implement staffing reallocations and extended work shifts base on these forecast as defined by the contact center triggers.• Perform Cisco administration addressing technical issues in partnership with IT, to analyze and validate phone system changes as the user/business representative, to develop, with IT, call routing, IVR related messaging. And other operational and special project changes. Test and validate.• Experience in resolving problems and working well within clients and management team.• Helped over 8 reps earn promotions within various departments.• Maintained/create Portal and or Share Point content/vacation schedules time off requests.​• Managed team in an enthusiastic, efficient and compassionate way: In anonymous 2013 check-survey, 100% of my team reported that I convey information in a clear and timely fashion, am accessible and available when needed, deliver effective and fair feedback, and take a genuine interest in them as individuals.• Conducted individual and group coaching sessions to increase customer satisfaction scores.• Monitored and evaluated call center, internal and external sales representative performance via Calabrio and other predatorial company systems to comply with audit standards.• Strong organization, time management, and prioritization skills.• Working knowledge of Microsoft Office, including Outlook, Word, Excel, PowerPoint and Skype and other workforce management software.

Riverside Ca

Provides financial counseling and education to homeowners inquiring about available programsDetermines eligibility for Keep Your Home California programs by evaluating information related to each individual’s mortgage information and current living situation.Identify opportunities to leverage additional contributions from mortgage servicers.

Riverside Ca

Provided assistance to borrowers inquiring about refinancing and options to avoid foreclosure procedures.Identified and resolved customer issues in timely manner by analyzing their current financial situation to recommend alternatives and possible solutions.Developed budgets provided by homeowners via telephone in reference to current household expenses and analyzing their future budget improvement. Provided information about foreclosure laws by state to borrowers facing mortgage related hardships.

Supervised high volume of customer service calls referring to issues of billing and financing options.Developed new transactions and maintained excellent customer relations.Resolved point application problems in a timely manner by analyzing documents and information provided by future borrowers.Maintained and updated leads provided by title companies. Developed and maintained spreadsheets and databases in reference to past clients and analyzed potential transactions.Managed advertising in the Hispanic community via magazines and radio avenues.