Alissa Humbria

ADP WorkforceNow is a cloud-based HR management portal that provides flexibility in integrated data gathering, time and labor tracking, benefits, accruals, skill-based scheduling, and hours distribution programming. Major Accounts Services (MAS) of ADP are clients whose database is of employees between 50-1000.

• The primary responsibility of the TECH CONSULTANT team is to support all associates in WFM(Workforce Management) no matter their role.
• Work with various other departments in MAS (Major Account Services) such as:

· Product Development

· BPI teams

· Product Enablement

· Assisting Managers

· Developing and delivering training materials

· New product releases

· FLIGHT CREW

• Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
• Contributed to the continuous improvement of internal processes by sharing insights, suggestions, and lessons learned from past experiences with peers and management.
• Maintained authoritative knowledge through continued education and ongoing training.

• Conducts consultative meetings with CFO's, payroll managers, Directors, CEO's, System Administrators of major accounts clients to customize their platform based on their internal time and labor rules in compliance to the state's labor laws.
• Provides database analyses to maximize efficiency and lower down cost.
• Customize employee groups based on time calculation, holidays, accruals, labor and cost tracking, shift premium, and attendance policies.
• Assisted clients in new setups and its implementation.
• Provides time and attendance reports for tracking and auditing needs, and in making data-driven HR decisions.
• Guides clients in processing payroll, beginning with timecard analysis, approval of worked hours, reports-output for the pay period, payroll totals review and submitting payroll.
• Prepares consolidated reports for audits.

The following are key features of workforce management:

• Pay setup: Shift differential, projected payroll, special day plan, holiday worked and wage rate programs.
• Labor Distribution: Department / Cost Number Setup and Reporting
• Attendance tracking and scheduling
• 980 Work-Schedule Setup
• Lunch and Break Plans. Holiday setup. Time off policies and accruals setup.
• ADP timeclock installation, setup, implementation, troubleshooting, and migration from premise-based to ADP hosted environment. SQL database troubleshooting.

• Deliver prompt assistance and successfully resolved cases on schedules and timesheets, pay calculation, pay policy rules and qualifiers, attendance management, and base rate policies.
• Ensures that each case is handled according to it's priority.
• Manages escalations efficiently.
• Resolved complex technical issues for clients, enhancing overall system performance.
• Improved customer satisfaction by providing timely and accurate technical support to end users.
• Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
• Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

• Negotiated contract renewals, securing continued business partnerships with satisfied clients.
• Gathered feedback from departing customers to identify areas for improvement in products or services offered.
• Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
• Increased customer retention rates by developing and implementing effective loyalty strategies.
• Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.

• Provided excellent service by focusing on first call resolution

and customer service.

• Processed and handled supervisory escalation calls, addressed

account level queries and problems.

• Managed service, product and billing escalations and

complaints.

• Resolved technical, financial and retention issues.

• Participated in employee engagement activities.

• A team player and a mentor.

• Provided excellent technical service by focusing on first call

resolution and customer service.

• Provided customers satellite radio-related troubleshooting

guidance to client-provided hardware and software, and

customer premise equipment.

• Achieved performance objectives in all areas consistently.

• Participated in employee engagement activities.

• A team player and a mentor.