Hope Roman: Employee Support Advocate in Austin, TX
Hope Roman
Employee Support Advocate
Austin | United States
Skills
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Interests
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Industries
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Summary
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Activity
Projects
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Work experience
The Melita Group
Employee Support Advocate | 09/2021 - Current
(remote) Coordinator with a strong
knowledge of Salesforce,
? Administer employee benefits including enrollments and Zendesk, Excel, and Oracle.
terminations via insurance carrier websites and HRIS systems. Highly skilled in problem
? Assist with new hire onboarding and orientation. solving with clients and internal employees to
? Responsible for employee inquiries, benefit plan distribution and further company goals.
providing status updates for clients. Ready to leverage training
? Maintain and update necessary documentation for employee and experience to take on
files. new professional
? Proficient in SalesForce, Workday, and ADP operating systems challenges.
including utilization, and navigation support/ troubleshooting.
Skills
? Coordinate with the Payroll Team on employee changes, and employee CSRM Software
payroll inquiries.
Collaboration
? Coordinate, Coach and assist with employee training sessions.
Effective Planning
Problem Solving
Parkside Lending
Wiredesk Coordinator | 10/2018 - 07/2021
(remote)
Customer Escalations
? Verify numerous wire transfers daily and work directly with parties such as funders, closers, and QC coordinators to obtain Data Erasure
any additional required documents.
? Prepare CDR and upload data to warehouse banks to ensure funding.
? Field phone calls and emails to provide time sensitive support for transfers while also providing support to fellow wire desk
colleagues.
? Monitor and ensure all loans are processed daily.
Specialty's Cafe Main O?ce
Customer Support Associate | 12/2015 - 05/2018
? Contributed to the development of the Customer Support virtual training tools and library.
? Train and coach the Customer Service team on day to day tasks
and interactions with customers.
? Serve as a communication interface between the customer, sales team, support team and any other internal relevant party.
? Answer phone calls, emails, texts and tickets from customers regarding their order issues.
? Professionally collaborate with internal teams throughout the day.
? Assist and resolve complex customer escalations and complaints.
Cybernet Media
Production Assistant and Customer Service | 10/2011 - 05/2015
Plan, coordinate and oversee the department activities to maintain and enhance customer relationships and meet company
objectives.
? Identify and resolve trends with the department and software.
? Schedule staff meetings and conferences as appropriate.
? Assist with the performance review and training process.
? Developed internal training tools and booklets for the team to further enhance software skills and product knowledge.
? Manage client escalations as necessary.
? Coordinate with internal departments to ensure day to day tasks are running smoothly.
Education history
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Connections
Companies (0)
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