Alexa Guerra

• Advisor to clients, focusing on retention, satisfaction, and long-term relationship building.
• Lead strategic initiatives to address client sentiment and business needs, including direct involvement in AI pricing feedback.
• Appointed project coordinator for 1st year and traditional NPS Outbound Campaigns, managing communication flow, team progress, and pilot program rollout.
• Deliver actionable monthly recaps to senior leadership on client sentiment and key performance trends from NPS results.
• Coordinate and present monthly associate progress reports to management, identifying strengths, challenges, and developmental opportunities.
• Participate in ADP's GILD program to expand leadership impact and cross-functional collaboration.

• Strengthened client trust through proactive issue resolution and consultative support across campaigns including MYADP, Tax ID's, Banking, and RAA.
• Mentored new hires in best practices and case resolution strategies, improving overall team efficiency and onboarding outcomes.
• Facilitated regular follow-ups to maintain strong client relationships proactively.
• Trained clients on navigating ADP's platforms, enabling greater self-sufficiency and account understanding.
• Managed high call volumes with accuracy, documenting all cases and ensuring follow-through on client needs.

Associate Client Support Consultant | ADP – Small Business Services, La Palma, CA

October 2021 – September 2022

· Delivered prompt, accurate, and empathetic client support, demonstrating a strong sense of ownership and problem-solving initiative.

· Trained clients on navigating ADP’s platforms, enabling greater self-sufficiency and account understanding.

· Managed high call volumes with accuracy, documenting all cases and ensuring follow-through on client needs.