Customer Service El Paso

Monica Vela

El Paso, TX *****

************@*****.***

915-***-****

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Work Experience

Teledata Representative II

ADP - El Paso, TX

September 2015 to January 2024

• Input and process payroll for ADP small business clients

• Outbound and incoming phone calls in a call center environment

• Provide customer service and answer questions regarding, payroll, taxes, deductions, loans, 401k, fringe benefits, taxable/nontaxable expenses, reimbursements and garnishments

• Cross trained in Implementation Setup client in the online payroll processing and HR system ensuring appropriate earnings, deductions, taxes, banking, department structure and other pertinent payroll processing items are setup accurately.

• Diffuse escalations and provide first call resolution

• Exceed expectations, metrics and goals, set by department and company

• Maintaining accurate set up and tax filings federally as well as in multiple states and jurisdictions. Employee Solution Representative

ADP - El Paso, TX

July 2012 to January 2015

• Assist with Workforce now client associates, managers and admin utilizing WFN version 8,Pay X, eTime Enterprise,

HRB and Portal tools

• Communicate with clients to resolve issues regarding payroll, benefits, company policies, trainings, and garnishment

• Provie support to application users which include navigating and troubleshooting

• Maintain appropriate records of client contact through the CRM (Siebel) to resolve/close employee inquires

• Document calls in CRM system and make outbound calls to revolve or close employee issues. Services Specialist, ADPMailroom Clerk

CBRE Building - El Paso, TX

August 2009 to January 2012

Education

Monterey Peninsula College

January 1999 to January 1999

Skills

• Empathy and understanding

• Multitasking capabilities

• Data entry proficiency

• Computer literacy

• Client Service

• Active listening

• Client relationship building

• Problem-solving abilities

Languages

• Spanish - Fluent

• English - Fluent

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