Tanya Howard Email and Phone Number

● Build strong working relationships with the customer base. ● Provide support primarily by telephone and internet connectivity via Salesforce. ● Support our award-winning UKG Pro and Ready as part of a key team. ● Provide in-depth analysis and timely resolutions/workarounds for customer issues concerning timeclock/network errors. ● Demonstrate sharp analysis, problem-determination, and troubleshooting skills.● Serve as the customer contact for a team, guiding users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software. ● Deliver stellar support to the customer base using a variety of platforms, including phone, email, remote session, and CRM case management.● Provide excellent customer service with a proactive approach to customer satisfaction.● Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms to research, troubleshoot, and resolve problems. ● Consistently met goals of team’s OSAT scores, customer engagement, closed cases, and productivity requirements.● Support our engineering and development team with creating JIRA tickets for current bugs or defects within time clock errors.

• Leveraged ADP's top-ranked training programs and world-class service guidelines to solve client challenges and fuel their business success.• Used problem-solving skills to provide solutions to resolve issues/questions and ensure that clients understood the value of ADP's products.• Provided customer service by using an inbound and outbound support model.• Partnered with clients to understand their business needs.• Consulted with clients to deliver comprehensive solutions from troubleshooting to resolution.• Collaborated with other ADP Business Units, such as Sales, Payroll, HR Solutions, Implementation, and Service.• Exchanged information with client project teams.• Served as Team Lead for SRa client cases, and trained and assisted the entire Time & Attendance department with the proper tools of managing such cases.• Provided training assistance to all new hires with techniques for preparation of graduating the training program. • Served as Birthday administrator for the Engagement Committee creating birthday announcements for each team member.• Consistently ranked with the top 10% of team’s productivity and customer satisfaction goals.

• Serviced customers by being prompt, courteous, and efficient.• Established repair orders and completed the entire initial write-up process for customers.• Promoted fast, efficient, and friendly service.• Followed up with customers during service repairs.• Produced necessary procedures to receive outstanding customer service surveys.• Improved satisfaction by reducing the average time to schedule an appointment by 20%. • Assisted in processing warranty claims for prompt payment from Ford Motor Company.• Completed additional admin tasks as requested by management and coworkers to provide an excellent service experience to customers.

• Provided prompt, courteous, and efficient service to customers.• Established repair orders and completed the initial customer write-up process.• Promoted fast, efficient, and friendly service.• Followed up with customers during service repairs.• Developed and implemented procedures to receive outstanding customer service surveys.• Answered service phone calls to schedule upcoming service appointments.• Assisted in processing warranty claims to ensure prompt payment from Ford Motor Company.• Completed additional administrative tasks as requested by management and coworkers to deliver excellent customer experience.• Managed warranty department with upselling and upgrading vehicle warranties to customers.