* Research, troubleshoot, and resolve ADP/client application items in the area of system set up, product functionality, product enhancements, and general client inquiries
* Analyze complex client requirements for payroll, time, and human resource policy and procedures
* Use strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues

* Oversee a team of employees taking Inbound Calls to resolve end users issues.
* Takes over cases from Team Members that demand higher expertise.
* Submits end of day report showing Team’s performance.

* Submits various day end and end of shift reports to management as well as monitors callback queue for Tier 2 escalations.
* Serves as an Officer in Charge for distributing tasks for the day to Tier 2 outbound agents thus monitoring what they have accomplished in a timely manner.

* Handled complex calls from end-users and resolves their issues.
* Handled client relationship management functions which included enduring relationships with a diverse clientele.
* Cultivated positive and enduring relationships with customers and clients.