Paula Young
Indianapolis
Summary
Dynamic professional with extensive experience at ADP, excelling in project management and problem resolution. Proven ability to enhance client satisfaction through effective communication and training. Skilled in SQL reporting and fintech processes, adept at navigating complex implementations while fostering strong client relationships. Committed to delivering results with minimal supervision.
Overview
32
32
years of professional experience
1
1
Certification
Work History
CLIENT SUPPORT TIER II
FISERV SOLUTIONS
01.2021 - Current
- Managed multiple client accounts, ensuring timely support and fostering client satisfaction.
- Led daily client interactions, managing multiple email inboxes to ensure prompt responses to client inquiries.
- Supported clients by answering questions and resolving issues related to products and services.
- Developed positive relationships with key client personnel by fostering open communication and understanding their internal structure.
- Implementation projects—Collaborating with clients to gather needed information to submit change requests.
- Analyze production and delivery issues by working with appropriate resources to resolve them.
- Served as SME for multiple company products, onboarding new clients and providing training on systems and processes to enhance user understanding.
TECHNICAL SUPPORT ANALYST/PROJECT MANAGER III
ADP
01.1994 - 12.2020
- Provided technical support for PC payroll-related application software, serving as a resource for clients to ensure seamless payroll processing.
- Supported end users with installation, upgrades, maintenance, and troubleshooting of CSV files containing paydata and employee data, resolving software processing difficulties.
- Subject matter expert on user access issues, administration and web site customization with Workforce Management dashboard.
- Created custom SQL reports using ADP software and WFN report writing tool, troubleshooting complex report issues to enhance data accessibility.
- All ADP Web-based Product Support: PayeXpert, Report Writer, ADP Reporting, Net Secure, iPay, GL Infolink, iReports, Documax, Portal, Support Center, ADP Mobile, and Learn @ ADP.
- On-site training and support for ADP products and yearly ADP User Group Conferences.
- Entered and managed client account information within the CRM system to ensure data accuracy.
SENIOR IMPLEMENTATION REPRESENTATIVE
ADP
- Guided new clients in navigating ADP system and trained them on key features to enhance user adoption.
- Setting up client accounts, configuring system parameters, and ensuring accurate data migration.
- Resolved client questions and technical issues, facilitating a seamless transition to the new system.
- Identifying and resolving issues that may arise during the implementation process.
- Maintained clear, consistent communication with clients to ensure alignment and satisfaction throughout implementation.
- Working closely with clients, internal teams, and external vendors to ensure successful implementation.
Education
BACHELORS IN BUSINESS MANAGEMENT -
MARIAN COLLEGE
01-2003
ASSOCIATE OF BUSINESS SCIENCE -
INDIANA WESLEYAN UNIVERSITY
01-1998
Skills
- Customer relationship management
- Troubleshooting skills
- Fintech expertise
- Project management
- Planning and organization
- Prioritization and time management
- Remote work proficiency
- Team collaboration and independent work
- Communication and interpersonal skills
Certification
- SHRM Certification (Society for Human Resource Management)
- PC Payroll for Windows
- ReportSmith Concepts
- Strategic Interaction Skills
Timeline
CLIENT SUPPORT TIER II
FISERV SOLUTIONS
01.2021 - Current
TECHNICAL SUPPORT ANALYST/PROJECT MANAGER III
ADP
01.1994 - 12.2020
SENIOR IMPLEMENTATION REPRESENTATIVE
ADP
BACHELORS IN BUSINESS MANAGEMENT -
MARIAN COLLEGE
ASSOCIATE OF BUSINESS SCIENCE -
INDIANA WESLEYAN UNIVERSITY