Taniya Mangarai

As a payroll implementation specialist for the Small Business Services (SBS) process, I collaborated with small businesses in Canada to integrate ADP payroll solutions tailored to their needs. My responsibility included analyzing client requirements, recommending appropriate ADP products, setting up business accounts, and guiding clients through initial payroll processing. I also conducted product training and ensured a smooth transition to the client service department.

Key Accomplishments:

• Achieved the highest Net Promoter Score (NPS) contributor, consistently scoring a perfect 10 for client satisfaction.
• Recognized as a 'Spotlight Winner' for nearly a year, and featured on ADP's Hall of Fame.

Skills and Tools:

• Expertise in client communication, time management, and setting clear expectations.
• Tools: WebEx (client meetings), Genesys (calls), Siebel (internal documentation), Salesforce (order assignment details), Excel (data management), OneNote (note taking), and Cisco (VPN for secure access).

• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
• Described product and service details to customers to provide information on the benefits and advantages.
• Explained online self-help options to customers to promote additional, and after-hours support choices.
• Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
• Inbound customer service.
• Frontline associate, handling irate customers, answering billing-related queries, disputes, payments, and promotions.
• De-escalating calls and providing first-call resolutions.
• Giving a wow customer service experience.
• Achieved the voice of the customer by providing 100% quality on calls on a weekly basis, and I have always been an exceptional performer and strong contributor across the floor, sharing best practices among my peers and colleagues.
• I took initiatives and helped the new joiners with process-related questions.
• Set a benchmark in providing an excellent customer experience.
• I have been the VOC (Voice of Customer) Champ throughout my tenure with Synchrony Financial.
• Communicating and coordinating with internal departments.
• Following the correct escalation procedure to line managers and/or the escalation help desk.
• Maintaining numbers in all metrics, and striving to deliver excellent customer satisfaction by the end of the day.
• Address the root cause, and seek continuous improvements for business development.
• Constantly look for ways to improve the process by providing ideas and best practices to avoid escalations.