Stephanie Cruz Email & Phone Number

Santa Ana, California

La Palma, California

• Developed and managed team of customer care specialists supporting internal / external clients using Human Resource Management (HRM) software. Hired talented team members through interviewing, evaluating, and selection.
• Maximized Net Promoter Survey scores (NPS) and client retention by resolving escalations, analyzing feedback, developing clear action plans to address service concerns, and following up in a timely manner.
• Improved engagement scores 8% for global team of 200 Technical Analyst Specialists by chairing the Engagement Committee and leading change initiatives to promote collaboration and open communication, create recognition.
• Ensured team met defined goals in metrics-driven environment by monitoring performance, providing training and mentoring teams on customer service and technical support methods, recognizing top performers, and.
• Worked across all lines of business in identifying issues, leading brainstorming sessions to develop solutions, and recommending process improvements and system enhancements that aligned with business objectives.
• Collaborated with product development team and key support analysts to provide insight and direction in delivering new system enhancements and application features to improve user experience.

La Palma, California

• Supported a team of technical customer care specialists providing clients with technical solutions. Acted as primary technical specialist for ADP HRM software on Windows computers and network servers. Collaborated with.
• Delivered multiple HRM installation and upgrade projects concurrently on time and to customer specification.
• Maximized client satisfaction by training and coaching associates in best practices to foster client trust, resolve service and technical issues, and provide a positive experience.
• Developed team talent by conducting technical interviews, training, and mentoring of new team members.
• Traveled to client sites to facilitate training, providing technical support, and follow up on escalations.

La Palma, California

Managed high volume of incoming calls. Built positive client relationships through quality-focused technical customer care. Provided best-in-class technical expertise for ADP Human Resource Management software installation, upgrades, data communication, error resolution, training, and best practices.