William Huggins

Experience

• 

  ADP

  May 2004 - Dec 2017

  Senior Training Specialist

  -Responsible for delivering instructor-led (VIRTUAL AND ONSITE) training on the technical features and functional aspects of all solutions to enable the effective use of systems, tools, and processes by learners, provide associates the ability to do their jobs, and to ensure clients are prepared for their initial and on-going utilization of the multiple-product offerings, features, and support services. -Deliver functional, technical, and soft skills training to associates and clients. This may include New Hire orientation and/or any rotational associate training, and all product curricula, enhancement product curricula, and associated process and soft skill training as a result of a new system release, a new job tool or process, as well as role specific process changes. -Apply adult learning theory to adapt delivery to learning styles of participants. Conducted field observations and participating in field activities such as: side-by-side calls and round tables to drive associate engagement and ensure content remains updated, and effective. -Created Custom agendas and job aids to assist in knowledge transfer and perform as Project Coordinator in creating custom workshops based on client’s specifications. Show less

• 

  HuggSupport

  Apr 2020 - now

  Senior Customer Service Advisor

  -Working with Agero Roadside Assistance though Andvaris Virtual Solution's to deliver exceptional customer service In addition, currently exploring other opportunists with Working Solutions, Inc. upon others. -Identify customer needs and concerns while offering solutions in order to create satisfied and repeat customers. Extensive follow up and engagement required to complete queries - Attention to details and instructions from and by clients to successfully complete initial contact using superior customer service standards to meet the clients expectations the first and every time. Show less

• 

  Kaplan

  Jun 2021 - Feb 2023

  Customer Service Specialist

  -Assisting with servicing dynamic, high volume student/faculty inbound calls to Identify and assess their needs quickly under critical Instructional and time constraints.-Handle customer concerns, while providing appropriate solutions and alternatives within their policy/plan coverage limits and follow up to ensure successful resolution.-Keep records of member interactions, create/manage member accounts and accurately update information from client into proprietary applications-Build empathetic relationships and trust with members through open and interactive communication Escalates queries/requests for action as needed to supervisor or applicable department for immediate action-Adheres to all Company time, attendance and punctuality policies with emphasis on exceeding quality measures based on Service Level Agreements and 1st Call Resolution Show less