Summary
Overview
Work History
Education
Skills
Websites
Languages
Certification
Accomplishments
Affiliations
References
Timeline
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Robin Fagen

Montreal,Canada

Summary

Experienced Solution Specialist with a proven track record at ADP, excelling in onboarding and technical training. Adept at enhancing customer satisfaction through effective problem-solving and process improvement. Recognized for delivering engaging presentations and fostering team collaboration, driving significant improvements in service quality and operational efficiency.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Solution Specialist ll

ADP
Montreal, Canada
10.2023 - Current
  • Supports multiple teams of Small Business Client Service Representatives by providing expert guidance on payroll and platform-related inquiries, ensuring customer satisfaction and service quality.
  • Onboards and trains new associates, creating a welcoming and structured environment that accelerates learning and integration into the team.
  • Delivers effective training on complex technical and product-related topics, simplifying information for better comprehension.
  • Assists in the development and execution of projects designed to improve internal processes and enhance the overall customer experience in the SBS market.
  • Collaborates with cross-functional teams to address recurring issues, analyze trends, and propose actionable solutions that reduce training gaps and improve team efficiency.
  • Demonstrates strong communication skills by providing ongoing support, and feedback to new and existing associates.
  • Instructs clients on payroll platforms and payroll best practices through online webinars.
  • Delivers engaging presentations using online tools and mastering the use of ON24.

Client Care Manager

PandaPay
Montreal, Canada
07.2022 - 10.2023
  • As a Client Care Manager at PandaPay, my primary focus was to ensure the highest level of satisfaction for our clients by leading and supervising our dedicated Client Care team.
  • I was responsible for developing and delivering tailored training programs that empowered our team members to excel in company standards, best practices, and the payment processing industry.
  • As a key part of my role, I was committed to upholding company policies and procedures while continuously identifying client service trends, determining system improvements, and implementing strategic changes for optimal performance.
  • Through my dedication to client satisfaction and team success, I strived to elevate the customer experience and foster a positive, collaborative work environment at PandaPay.

Client Support Specialist

PandaPay
Montreal, Canada
04.2022 - 06.2022
  • Completed client requests for account maintenance and troubleshooted issues regarding their payment processing needs in an efficient manner.
  • Understood client requirements through quality conversations and identified opportunities to promote services to meet their needs.
  • Handled escalated client requests and engaged with clients and partners to obtain the best final resolution.
  • Engaged in meaningful conversations with clients to maximize retention.

Solution Specialist Small and Medium Business

ADP
07.2018 - 03.2022
  • I was part of a high-performing team of product and technical experts that supported multiple teams of small business client service representatives, by providing guidance and research in response to a variety of payroll and platform questions.
  • I onboarded and trained new associates and worked on various projects to improve processes for the SBS market.

Client Service Representative Small and Medium Business

ADP
06.2013 - 07.2018
  • Managed payroll service for clients with up to 1000 employees.
  • Consulted with clients about payroll legislation.
  • Responsible for year-end service including tax form balancing, pier reports, and e-Filing.
  • Effectively used legislation and technical knowledge to program complex and urgent configuration requests as Service Request Manager.
  • Proficient use of ADP software: TeamPay, Pay Specialist, pay@work and Perfomance Pack.

Group Benefits Customer Care Representative

Sun Life Financial
10.2012 - 12.2012
  • Managed customer accounts and responded to inquiries regarding group benefits coverage.
  • Diplomatically handled escalation calls.

Legal Assistant

De Barros Giammarella SA
04.2011 - 07.2012
  • Prepared, processed, and certified legal documents and papers, such as deeds, wills, mandates of incapacity, and power of attorney for clients.
  • Was responsible for client communications and filing.

Customer Service Officer

TD Canada Trust Financial Group
04.2008 - 04.2011
  • Consulted with clients about banking solutions, and developed relationships with customers in order to strengthen and deepen their relationships with TD Canada Trust.

Education

Bachelor of Arts (B.A.) - History

Concordia University
Montreal, QC
01.2011

DEC - Social Sciences

John Abbott College
Sainte-Anne-de-Bellevue, QC
01.2004

Skills

  • Onboarding and employee training
  • Technical training and online learning
  • Presentation skills
  • Payroll administration
  • Customer service and support
  • Team building and cross-functional collaboration
  • Problem solving
  • Process improvement

Languages

English
Professional
French
Professional

Certification

  • Canadian Payroll Association (CPA)

Accomplishments

  • Graduated University with distinction

Affiliations

  • Students of History at Concordia (SHAC)

References

References available upon request.

Timeline

Solution Specialist ll

ADP
10.2023 - Current

Client Care Manager

PandaPay
07.2022 - 10.2023

Client Support Specialist

PandaPay
04.2022 - 06.2022

Solution Specialist Small and Medium Business

ADP
07.2018 - 03.2022

Client Service Representative Small and Medium Business

ADP
06.2013 - 07.2018

Group Benefits Customer Care Representative

Sun Life Financial
10.2012 - 12.2012

Legal Assistant

De Barros Giammarella SA
04.2011 - 07.2012

Customer Service Officer

TD Canada Trust Financial Group
04.2008 - 04.2011

Bachelor of Arts (B.A.) - History

Concordia University

DEC - Social Sciences

John Abbott College
Robin Fagen