Shura Ragimova

Key Contributions:
• Lead full-cycle implementations of ADP’s Time and Attendance solutions, ensuring timely delivery and successful client onboarding.
• Analyze client business requirements and configure pay rules, schedules, attendance policies, and payroll system integrations to align with operational and compliance needs.
• Perform end-to-end system testing and troubleshooting to ensure accuracy, functionality, and seamless data flow.
• Provide expert guidance and best practices to clients, supporting long-term adoption and optimization of the system.
• Conduct virtual training sessions and create support materials to equip client teams for independent platform management.
• Maintain detailed project documentation, monitor milestones and deliverables, and manage communication with stakeholders.
• Coordinate with internal teams to address complex issues, resolve blockers, and ensure alignment across technical and operational requirements.
• Successfully manage multiple concurrent projects with varying timelines and complexity.

ADP is a global provider of cloud-based human capital management solutions, including payroll, time and attendance, and workforce management systems.

Key Contributions:

• Delivered responsive and efficient support for ADP's Time and Attendance platform, ensuring seamless daily operations for a diverse client base.
• Configured tailored client solutions including complex pay rules, custom schedules, and attendance workflows aligned with business and compliance needs.
• Diagnosed and resolved both hardware and software issues related to time-clock devices, minimizing downtime for end users.
• Investigated and corrected timecard and payroll discrepancies, helping clients remain compliant with labor laws.
• Provided hands-on training and guidance to clients, empowering them to confidently use the system for scheduling, tracking, and reporting.
• Worked cross-functionally with technical and escalation teams to resolve complex implementation or post-go-live issues.

Achievements:

• Recognized for high client satisfaction and consistent delivery of timely, accurate support.
• Built strong client relationships by providing proactive communication and expert recommendations.
• Identified recurring technical issues and collaborated on internal process enhancements to reduce future incidents.

RoboForex is an industry-leading financial firm and licensed forex broker since 2009, offering advanced trading technologies and access to the world’s largest financial markets.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing high standards solutions
• Promptly handled average of 150 customer inquiries per day via online chats with 93% customer satisfaction rate
• Processed 60+ inbound and outbound calls per day, answering customer inquiries and resolving issues
• Quickly triaged, escalated, and resolved up to 80 tickets per day
• Held meaningful conversations to understand customers’ needs and offer the right services to meet them
• Retained existing clients and elaborated 50+ training materials that allowed customers to learn and support themselves
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
• Conducted successful conversations in case of complaints and technical discrepancies through persuasive communication, agility, and comprehensive approach
• Led process improvement and problem-solving efforts to create standard procedures and escalation policies for customer support team
• Maintained professional level of communication skills to handle incidents and requests in line with inner guidelines
• Elaborated new training programs for 20+ employees that allowed them to quickly adapt to work under pressure and with minimal supervision
• Communicated with other stakeholders in the company from different branches to ensure that technical support was streamlined and exchanged best operational procedures