Janelle Marshall
San Dimas
Summary
Strongly motivated professional with exceptional communication and organizational skills, adept at resolving client issues to promote client satisfaction to enhance organizational growth and success.
Overview
25
25
years of professional experience
Work History
Senior Client Service & Product Support Specialist
Automatic Data Processing, ADP
San Dimas
12.2000 - Current
- Provided expert tax guidance to clients and colleagues in a call center environment.
- Manage case and call volume to uphold high service levels.
- Follow up and resolve tax-related issues promptly to improve client satisfaction.
- Process time sensitive manual payrolls and client made deposits by keying, manage funding, and ensuring deposits are made timely.
- Assist management with client escalations.
- Functioned as Account Manager, facilitating ongoing conference calls, tracking client issues, researching, and resolving concerns.
- Communicating with Federal, State, and Local agencies to resolve client concerns.
- Troubleshoot technical issues and provide support on the SmartCompliance website.
- Facilitated communication by moderating discussions on bridge.adp.com.
Education
High School Diploma -
Charter Oak High School
Covina, CA06-1987
Some College (No Degree) - Early Childhood Education
Citrus College
Glendora, CASkills
- Customer service and support
- Case management
- Tax compliance
- Technical troubleshooting
- Communication skills
- Team collaboration
- Time management
- Research and analysis
- Escalation management
- Process improvement
Timeline
Senior Client Service & Product Support Specialist
Automatic Data Processing, ADP
12.2000 - Current
High School Diploma -
Charter Oak High School
Some College (No Degree) - Early Childhood Education
Citrus College