Jessica Rafael

• Partner with internal HR teams (Payroll, Recruiting) to resolve manager and employee questions within

defined timelines

• Time & attendance data maintenance & ongoing process improvements

• Support training of managers and employees on Workday processes to promote end-user adoption at

employee/manager level

• Serve as Tier 1 point of contact for worker’s compensation, benefits, time & attendance, Workday, and other

employee inquiries as needed

• Support HR projects that advance the regional HR agenda

• On-boarding, Background Check and Out-boarding of Employees

• HR - Cases

• WFR - paperworks, cases, accruals, terminations

• Benefits

• Acquired product and service knowledge to provide solutions to customer.

• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

• Answered incoming calls to process requests, transfer calls or relay messages to appropriate personnel.

• Answered constant flow of calls with minimal wait time.

• On-boarded and trained customer representatives to meet performance and service goals.

• Supervised large teams with guidance, support and direction for high- quality customer care .

• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Maintained professional demeanor by staying calm when addressing unhappy or angry customers

• Provided excellent customer service and resolved customer issues, resulting in a 5-star rating on customer

satisfaction surveys.

• Streamlined operational efficiencies by managing accounts and contracts, processing system orders and

cancellations.

• Responded to customer needs through competent customer service and prompt problem solving..

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction .

• Communicated with customers to identify needs and expectations .

• Scheduled technician repair appointments at customer request .

• Took ownership of customers issues to follow problems through to resolution .