Simone G. Email & Phone Number

Duties-Actively listen to customer inquiries via inbound calls and/or email regarding technical and reporting issues related to their ADP software.-Resolve reporting and/ or technical errors that occur within their system in real time.-Clarify client needs, while using fact finding, analytical, and process of elimination strategies to isolate issues that may be causing their error.-Follow up with clients in a professional and timely manner to respond to their urgent requests.-Research issues using company databases and by working with various departments to find a solution.-Educate clients by answering questions and teaching them how to best use their ADP software.Accomplishments in this role:-Current leader in my division for customer service satisfaction by maintaining a monthly 95-100% customer satisfaction score via client written customer surveys.-Presented a Customer Service training session to my peers (8-10 peers) explaining how to deliver top notch customer service to gain high customer service marks.-Currently performing on a team that won 2nd best team against over 20 teams in March 2024 for the most positive customer service and overall performance marks .-Selected to join the resolutions team which resolves high level cases within a special que-this is reserved for high performers (JAN-FEB 2024)-Received multiple awards and recognition for impeccable client responses and over 20, back to back 9/10 scores over 90 days.

Virginia Beach, Virginia, United States

MANAGERIAL/SUPERVISORYSuccessfully managed and trained a team of 3-5 employees in a busy, top earning office share in Midtown Manhattan and Hoboken, New Jersey and Jersey City, NJ areas.Trained 20 + entry level and managerial level associates within their first 90 days to ensure through onboarding.Managed multiple projects such as technological migrations and upgrades.Implemented mission critical policies to protect the assets and the employees of the business as dictated by the corporate office.FILE MAINTENCEMaintained files for over 100 clients at a time, adhering to strict United States Postal and corporates document storage requirements.Maintatned digital files for compliance, making sure that all updates where accurate. LEASING MANAGEMENTSold and upgraded client office spaces, consumable products , meeting rooms and additional, chargeable services.Reviewed lease/rental renewals, making sure that clients where informed of their choices, costs and obligations.Marketed office and meeting spaces to the general public to generate sales.Was responsible for about 1-2.1Million dollars of revenue building expenses, collecting monthly rent from business owners (subtenants) and submitting monthly rent and other bills to corporate for payment.

Greater New York City Area

-Managed 100+ clients in the largest Regus Center in North America in Midtown Manhattan.-Assist small businesses in conference room planning as well as long and short term office space.-Show potential clients spaces to accommodate their small/medium or large business needs.-Manage customer inquiries related to billing, conference room/day office/long term bookings.-Assist businesses in organizing office space for interviewing,meetings, depositions, etc.-Train new hires in business management with emphasis on record keeping and sales presentation.

Brooklyn, New York

-Ensure the accurate and efficient processing of sale,warehouse & cross-channel transactions.-Respond to customers via email using Zendesk and LivePerson (chat service).-Process orders over the phone to the 48 continuous states as well as over 60 countries world wide.-Respond and resolve customer requests and concerns with speed, efficiency and professionalism.-Provide peer coaching on operational tasks and reinforce operational standards.-Adhere to all company policies procedures and safety standards.

Jersey City, New Jersey

-Recruited students for online Masters of Nursing/ Information and Business Technology degrees.-Followed up with students to assist students through their decision making process.-Proactively identified potential barriers for enrollment to initiate steps resulting in resolution.-Assisted in “Open House” dates for new/returning students to restart applications.-Advised students in transferability and applicabily of their previous credits to Phoenix programs .-Counseled students through career options using career services and online workshops.-Informed students of time and program commitments to develop a personalized plan for success.-Informed students of financial aid options and helped them apply through FAFSA for aid.

Queens, New York

-Sold/Up-sold satellite services to existing and new customers over the phone.-Preformed troubleshooting for customers with faulty satellites,DVR's and wiring issues.-Maintained quality score of 90/100 for 7 months straight, along with 25-35% bonus bi-weekly. -Accepted/denied customer requests for payment extensions and/or monetary adjustments.-Offered alternative solutions where appropriate with the objective of retaining customer's business.-Ranked within the 85th percentile against 200+ agents, meeting all goals for quality and customer satisfaction. -Assisted in training new hires by monitoring customer service calls and monitoring progress.

Bachelors Of Science, Political Science And Government

Activities and Societies: National Society of Black Engineers Multicultural Students United Rugby

Information Technology