Erjola Cake

Experience

• 

  Alba Translations CPA

  Jul 2009 - May 2016

  Tax Assistant

  • Assisted with the preparation of individual income tax returns.• Maintained confidential client information and delivered time sensitive data for tax returns.

• 

  ADP

  Feb 2012 - Feb 2017

  • Made on site visits to CPAs to strengthen their relationship with ADP. • Covered for managers on interim basis. Responsibilities included side-by-side observations, handling client escalations and providing feedback to managers. • Prepared and delivered presentation for service teams around the function of Accountant Help Desk as well as best practices and for adding CPAs to existing service accounts.• Managed complex e-mails from high profile referring accountant relationships. • Developed a new client e-mail organizational system to ensure service is provided in an accurate and timely manner.• Assigned to manage top referring accountant firms in order to be the point of contact for all escalated issues.• Drove a team engagement project, which resulted in the first Accountant Help Desk/Centric Help Desk playbook.• Established strong relationships with our sales partners by delivering a quality client service experience. Show less • Mentored new associates throughout the on-the-job training curriculum.• Moved by management to low morale teams to increase group energy and productivity.• Selected as a member of the first dedicated e-mail team in SBS.• Collaborated in the creation of the first dedicated service e-mail team model for the East region. • Mentored new associates working emails. • Surpassed productivity and quality metrics.• Assisted management in facilitating team meetings and presented process changes. • Created QRC’s to assist new associates working emails• Hosted visitors that came from other departments to gain better perspective on call and e-mail handling procedures.• Assisted the Loyalty Team with inbound resolution of pricing related issues.• Consistently exceeded productivity and quality metrics. Show less

  • Accountant Support Specialist

    Nov 2015 - Feb 2017

  • Associate Client Support Consultant

    Feb 2012 - Oct 2015
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  Automatic Data Processing Insurance Agency, Inc.

  Mar 2017 - now

  • Director- Client Service

    Dec 2021 - now

  • Senior Manager - Client Services

    Jan 2021 - Dec 2021

  • Client Service Manager

    Nov 2017 - Jan 2021

  • Client Service Team Leader

    Mar 2017 - Nov 2017