About
Results-driven Escalation Support Specialist with 10+ years of experience in high-volume, compliance-driven customer support, payroll operations, case management, and cross-functional problem resolution.
Recognized for de-escalating sensitive customer situations, interpreting policy and regulatory requirements, and delivering timely, accurate resolutions while maintaining exceptional customer experience standards.
What I'm looking for
Administrative professional with experience in customer service, data entry, scheduling, records management, and Microsoft Office. Dependable, organized, and seeking a remote administrative or support role.
Experience
Escalation Support Specialist
DailyPay
Present
• Managed complex customer escalations involving payroll discrepancies, earned wage access, account restrictions, and sensitive financial concerns.
• Conducted detailed case investigations and collaborated with Engineering, Compliance, Payroll, and Product teams to drive timely resolutions.
• Maintained comprehensive CRM documentation to support audit readiness, quality assurance, and regulatory compliance.
• Identified recurring issues and escalated root-cause findings to leadership to support process improvements and reduce repeat escalations.
Payroll & Tax SupportCRM & Ticketing SystemsRoot Cause Analysis
Tax Support Specialist
Intuit, Inc.
Jan 2021 – Dec 2021
• Resolved federal, state, and local payroll tax issues within strict filing deadlines.
• Processed tax payments, researched tax notices, and ensured accurate jurisdictional setup and compliance documentation.
• Communicated with employees and regulatory agencies regarding payroll and tax inquiries.
Payroll & Tax SupportData Analysis & Reporting
Customer Service Coordinator
The Pasha Group
Jan 2020 – Dec 2020
• Coordinated customer registrations and maintained accurate operational records in proprietary systems.
• Tracked shipments and collaborated with steamship lines, trucking vendors, and railroads to support daily logistics operations.
• Performed administrative, documentation, and data-entry functions in a fast-paced environment.
Data Analysis & ReportingProcess Improvement
Call Center Supervisor
GBS Enterprises
Jan 2016 – Dec 2019
• Led hiring, training, coaching, and performance management for call center representatives.
• Oversaw queue management, call volume, service levels, and abandonment metrics.
• Provided real-time support for difficult customer interactions and implemented service quality improvements.
Process Improvement
Customer Service Representative
Optum / UHG / Delta Dental
Jan 2015 – Dec 2016
• Assisted Medicare and dental plan members with benefits, claims, enrollment, and account inquiries.
• Educated customers on plan options and coordinated with internal teams to ensure timely issue resolution.
Education
Western Governors University (Online)
Skills
QuickbooksMicrosoft OfficeData Analysis & ReportingQuality AssurancePayroll & Tax SupportProcess ImprovementRoot Cause AnalysisCRM & Ticketing Systems
