Sheena Taylor
Norfolk,VA
Summary
Dependable and passionate Implementation Tech Lead with terrific problem-solving and troubleshooting skills. Engaging and personable with the ability to promote a "client first" mentality and dedicated to contributing to team-based environments. Diligent worker, known for being well-organized and detail-oriented. Exceptional customer service and time management skills. Pursuing a new role where hard work, dedication and a willingness to take on added responsibilities to meet team goals will be highly valued.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Implementation Tech Lead I
ADP
08.2022 - Current
- Cultivated relationships with Leaders and Specialists to provide seamless client experience.
- Probe Implementation Specialist effectively to fully understand their needs.
- Assist and support Implementation Specialists with inquiries pertaining to ADP products and systems to help create a memorable client experience.
- Utilize resources and support team to find appropriate solution for all Specialists.
- Reduced client escalations with proactive monitoring, timely troubleshooting, and efficient issue resolution.
- Developed comprehensive documentation to facilitate knowledge sharing among team members and support long-term product maintenance efforts.
- Mentored new ITLs, fostering a culture of continuous learning and skill improvement.
- Tested functional compliance of company products.
Implementation Specialist III
ADP
Norfolk, VA
11.2020 - 08.2022
- Chosen to be part of the first team to roll out the Next Gen product to clients.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Established clear project milestones, ensuring timely completion of tasks and transparent communication to clients.
- Enhanced client satisfaction with timely resolution of issues that arose, which fostered trust and confidence in the implementation process.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or client experience.
- Assist in training new employees.
Client Support Specialist 1
ADP
Norfolk, VA
09.2019 - 11.2020
- Assist and support clients with inquiries pertaining to ADP products and systems and asked appropriate questions to facilitate resolution.
- Enhanced client experience by addressing and resolving support issues in timely manner.
- Exhibit efficient data entry skills while keying payrolls with 95% accuracy.
Customer Service Manager
Kroger
02.2006 - 10.2019
- Supervise others and maintain customer first standards and goals of company
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
GED -
Madison Alternative School
Norfolk, VA10.2002
Skills
- Quickly learner
- Project Management
- Problem resolution
- Relationship building
- De-escalation
- Coaching and Mentoring
Certification
FPC
Timeline
Implementation Tech Lead I
ADP
08.2022 - Current
Implementation Specialist III
ADP
11.2020 - 08.2022
Client Support Specialist 1
ADP
09.2019 - 11.2020
Customer Service Manager
Kroger
02.2006 - 10.2019
GED -
Madison Alternative School
Similar Profiles
Alyssa DiCristoAlyssa DiCristo
Sales Executive at ADPSales Executive at ADP
Kelsi BrownKelsi Brown
Human Resource Support Specialist at ADPHuman Resource Support Specialist at ADP
Chris WhiteChris White
Sales Associate at ADPSales Associate at ADP