WILSON WAUNG
North York
Summary
Dynamic professional with extensive experience at Alight Solutions, excelling in dependent verification and payroll administration. Adept at resolving complex customer inquiries with empathy and precision. Proven ability to enhance operational efficiency through critical thinking and detail-oriented document organization, consistently achieving high customer satisfaction rates.
Overview
24
24
years of professional experience
Work History
Dependent Verification Representative
Alight Solutions
01.2023 - 08.2024
- Responsible for managing and reviewing all documentation submitted by participants for determination of verification of dependent eligibility
- Answered a constant flow of customer calls per day
- Addressed and resolved customer inquires empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situation calmly and courteously
- Provided necessary documents in details in order for their dependents to be verified and audited for insurance purposes
HR Customer Care Consultant II
Alight Solutions
04.2019 - 12.2022
- Experienced in Workday System, PeopleSoft & Siebel
- Maintain payroll processing system and records for clients' employees
- Answers staff questions about wages, deductions, attendance, and time records
- Compute employee take-home pay based on time records, benefits, and taxes
- Receive and coordinate requests for leave and other absences
- Handle changes in exemptions, job status, and job titles
- Adhere to payroll policies and procedures and complies with relevant law
- Identify, investigate, and resolves discrepancies in timesheet and payroll records
- Handle Heath Care Benefits Life Benefits, leave of balance Payroll and human resources Related Services
- Respond to employee inquiries regarding payroll issues or concerns
- Provide Transactional support to Managers to initiate Job & Compensation changes
- Initiating Transfers and Termination etc
- Creating tickets and following up with updates or resolutions
Business Consultant
Northshore Marketing Solution
07.2015 - 03.2018
- Responsible for selling a Full Suite of Rogers Business Services
- This includes Business Phone Services, Business Internet Services, Smart Business Monitoring and Business Cable TV Services
- We develop new/existing customer relationships, as well as increasing revenue growth within our exclusive territory
- Independently maintained and manage an exclusive Territory for Rogers
- Helped customer’s select the best-suited package for their business needs and wants
- Connected with NEW and Existing customers in person, through email, and through phone
- Coordinated meetings and presentations for Interested customers
- Passionately represented Rogers in the Business Community
- Competitively exceeded sales expectations
LUNCH ROOM SUPERVISOR & NOON HOUR ASSISTANT
Toronto District School Board
11.2014 - 11.2016
- Ensured the safety and security of students during the lunch period at Elementary and Junior High Schools
- Supervised students with developmental disability during the lunch period and assisting in maintaining a safe environment for students and staff always
ASSISTANT MANAGER
Wireless DNA Fido
08.2011 - 06.2013
- Company Overview: Scarborough, Ontario
- Coached and motivate team to achieve or exceed individual and store sales targets
- Built customer relationships by providing prompt and exceptional sales and after sales service
- Determined customer needs and recommend the best solution
- Ensure customer concerns are resolved with urgency and good judgment
- Maximized store profitability and manage all store financials, including inventory control and cash flow
- Effectively manage performance of team, providing coaching and constructive feedback or progressive discipline where warranted
- Set expectations and held people accountable; promote teamwork through open and honest conversations
- Implemented corporate merchandising directives and standards
- Stayed knowledgeable about our products, services, promotions and policies
- Created daily reports to ensure full communication between the store and upper management
- Scarborough, Ontario
Account Manager
CDI Computers Inc.
10.2010 - 02.2011
- Company Overview: Markham, Ontario
- Managed existing account relationships and delivered excellent service to assigned accounts
- Identified and pursued new potential customers, including cold calling and development of leads through referral channels
- Closed sales in an efficient manner
- Collaborated with the Operations Department on an ongoing basis to ensure customer satisfaction
- Markham, Ontario
RENTAL REPRESENTATIVE
Dominion Furniture Rental
05.2007 - 09.2010
- Company Overview: Toronto, Ontario
- Consulted clients from various industries
- Completed all sales paperwork promptly, thoroughly and accurately
- Toronto, Ontario
MARKETING ANALYST
ICM Consulting Inc.
05.2006 - 05.2007
- Company Overview: Toronto, Canada
- Interacted with customers who are decision makers daily
- Contacted existing businesses and help them analyze their corporate website needs as well as educating and up selling them on search engine optimizing with GOOGLE, YAHOO and MSN
- Key Achievements: Being the only employee who is both inside and outside sales
- In the month of March 2007 $40,000 was brought into the company
- Toronto, Canada
CUSTOMER SERVICE REPRESENTATIVE
Bell Canada
10.2004 - 04.2006
- Company Overview: Toronto, Ontario
- Handled customer inquiries and sales regarding Bell home line, Sympatico, ExpressVu and Bell Mobility services
- Toronto, Ontario
BUSINESS MACHINE MANAGER
Office Depot
06.2003 - 09.2004
- Company Overview: Toronto, Ontario
- Participated in trainings and attended meetings with top vendors such as HP, Belkin, and Palm
- Addressed customers' needs or concerns and monitored inventory level and ensured all bins labels, Take-a Tickets, and Fact Tags are placed correctly
- Headed 13 technology sections of the store while providing directions and updates on the latest technologies to the part-time technology staff
- Toronto, Ontario
CUSTOMER SERVICE SUPPORT
Tucows Inc.
05.2002 - 05.2003
- Company Overview: Toronto, Ontario
- Answered minimum 100 incoming telephone calls to provide customer support per day
- Answered minimum 150 incoming emails per day via the Banter ticketing system
- Directed escalated issues to appropriate contacts in the various departments
- Performed administrative duties such as processing credit card charge backs and refunds
- Attended information meetings with various departments
- Toronto, Ontario
HELPDESK SPECIALIST
Minacs Worldwide Inc.
12.2000 - 04.2002
- Company Overview: Toronto, Ontario
- Developed procedures to aid callers
- Launched a new program that ensured all communications were centralized within the Remedy system
- Initiated support to various issues within Windows 95, 98, 2000, ME, and XP operating systems
- Constructed a second-tier level on-site support team
- Toronto, Ontario
CLIENT RELATIONSHIP SPECIALIST
Minacs Worldwide Inc.
06.2000 - 12.2000
- Company Overview: Toronto, Ontario
- Handled calls of complex nature and investigated the root cause of recurring problems in addition to other concerns such as web browser
- Determined the best solutions and followed through with solutions
- Assisted customers with smooth 'one stop' hassle free on-line shopping by phone and email
- Equipped to understand and communicate precisely the enrolment policies and procedures to customers
- Participated in the preparation of user documentation and implementation improvements process
- Processed credit card orders for customers with the utmost security
- Toronto, Ontario
Education
Diploma - Business
Seneca College
Toronto, Ontario04.1998
Skills
- Dependent verification
- Document review
- Customer inquiry resolution
- Data entry
- Workday system
- PeopleSoft usage
- Payroll administration
- Conflict resolution
- Clear Communication
- Detail-Oriented Approach
- Collaborative Teamwork
- Researching Complex Issues
- Document Organization
- Prioritization and Scheduling
- Critical Thinking and Problem Solving
References
Available upon request
Timeline
Dependent Verification Representative
Alight Solutions
01.2023 - 08.2024
HR Customer Care Consultant II
Alight Solutions
04.2019 - 12.2022
Business Consultant
Northshore Marketing Solution
07.2015 - 03.2018
LUNCH ROOM SUPERVISOR & NOON HOUR ASSISTANT
Toronto District School Board
11.2014 - 11.2016
ASSISTANT MANAGER
Wireless DNA Fido
08.2011 - 06.2013
Account Manager
CDI Computers Inc.
10.2010 - 02.2011
RENTAL REPRESENTATIVE
Dominion Furniture Rental
05.2007 - 09.2010
MARKETING ANALYST
ICM Consulting Inc.
05.2006 - 05.2007
CUSTOMER SERVICE REPRESENTATIVE
Bell Canada
10.2004 - 04.2006
BUSINESS MACHINE MANAGER
Office Depot
06.2003 - 09.2004
CUSTOMER SERVICE SUPPORT
Tucows Inc.
05.2002 - 05.2003
HELPDESK SPECIALIST
Minacs Worldwide Inc.
12.2000 - 04.2002
CLIENT RELATIONSHIP SPECIALIST
Minacs Worldwide Inc.
06.2000 - 12.2000
Diploma - Business
Seneca College
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