Shealy Ellis
Augusta
Summary
Dynamic Human Resources Solutions Specialist adept in ADP system functionalities and account management. Excelled in enhancing client experiences through expert system implementations and outstanding customer service. Excellent communication with proven skills in troubleshooting and recognized for resolving critical system issues efficiently, ensuring high client satisfaction.
Overview
4
4
years of professional experience
Work History
Human Resources Solutions Specialist
ADP
08.2021 - Current
- Provides initial and ongoing support to new and existing ADP-HR411 clients.
- Serves as primary point of contact for day-to-day client inquiries related to general and technical product support and account management issues.
- Associate Client Support Representatives resolve customer support related issues by obtaining and evaluating all relevant data via troubleshooting probing techniques.
- Coordinates solutions of technical issues by documenting issues in appropriate systems, working closely with IT Staff to track, test and verify solutions.
- Provides status updates to clients, and all other stakeholders.
- Handle day to day client management activities for all ADP-HR411 clients, such as; maintaining and updating client information and user account profiles, importing and adding new accounts, terminating accounts, and coordinating the addition and updating of client contact information in all appropriate systems.
- Provides sales support to ADP Sales Associates who may have questions while presenting and positioning our services to prospective clients.
- Interfaces with payroll and other service center associates as well as other functional areas of the organization to ensure a positive, "one call does it all" and "First Call Resolution" experience for our clients.
- Implementation and on boarding of new and existing ADP-HR411 clients.
- Educating clients on the features and services they have access through their HR411 account, ensuring that their current account level meets their needs, demonstrating how clients can utilize the HR411 platform and related services in their business day-to-day.
- Executes other duties and projects as assigned including but not limited to, overflow support for other call center initiatives and programs in both an inbound and outbound call center capacity and keeping up-to-date and proficient on new product enhancements and changes via in-house training, seminars, documentation, etc.; participates in training programs designed to enhance service skills.
- Performs other related duties as assigned.
Human Resources Solutions Specialist
Insight Global
11.2020 - 09.2021
- Provides initial and ongoing support to new and existing ADP-HR411 clients.
- Serves as primary point of contact for day-to-day client inquiries related to general and technical product support and account management issues.
- Associate Client Support Representatives resolve customer support related issues by obtaining and evaluating all relevant data via troubleshooting probing techniques.
- Coordinates solutions of technical issues by documenting issues in appropriate systems, working closely with IT Staff to track, test and verify solutions.
- Provides status updates to clients, and all other stakeholders.
- Handle day to day client management activities for all ADP-HR411 clients, such as; maintaining and updating client information and user account profiles, importing and adding new accounts, terminating accounts, and coordinating the addition and updating of client contact information in all appropriate systems.
- Provides sales support to ADP Sales Associates who may have questions while presenting and positioning our services to prospective clients.
- Interfaces with payroll and other service center associates as well as other functional areas of the organization to ensure a positive, "one call does it all" and "First Call Resolution" experience for our clients.
- Implementation and on boarding of new and existing ADP-HR411 clients.
- Educating clients on the features and services they have access through their HR411 account, ensuring that their current account level meets their needs, demonstrating how clients can utilize the HR411 platform and related services in their business day-to-day.
- Executes other duties and projects as assigned including but not limited too, overflow support for other call center initiatives and programs in both an inbound and outbound call center capacity and keeping up-to-date and proficient on new product enhancements and changes via in-house training, seminars, documentation, etc.; participates in training programs designed to enhance service skills.
- Performs other related duties as assigned.
Education
Associate of Science - Mass Communication
University of West Georgia
Carrollton, GA07-2020
Skills
- Skilled in the ADP system of workforce now specifically; imports, custom fields, reporting, validation tables, onboarding/I-9, recruitment, benefits, ACA, performance, workflows, company policies, document cloud, time off, portal configuration, HR actions/functions, data feeds/API, access permissions, compensation dashboard, EEO/CA pay data reporting, analytics, UAT, mylearning, return to workplace
- Knowledge of Microsoft office with a strong working knowledge of Excel
- Managed escalations and ensured timely response to critical business system issues
- Provided excellent customer service by answering phones promptly and professionally with ability to consistently deliver quality service under the pressure of volume variances in inbound calls, and length of calls
Affiliations
- BRG - Green
- BRG - Generations
- BRG - Thrive
- BRG - iWIN
- BRG - Pride
- ADP Softball League
- Young Professionals of Augusta
Timeline
Human Resources Solutions Specialist
ADP
08.2021 - Current
Human Resources Solutions Specialist
Insight Global
11.2020 - 09.2021
Associate of Science - Mass Communication
University of West Georgia
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