Tina Yang
Dillsburg
Summary
Forward-thinking Operations Specialist bringing 3 years of expertise in Deloitte for Payroll, Personnel Action & Benefits (PP&B) sector. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in National Finance Center and ServeU.
Overview
10
10
years of professional experience
Work History
Solution Analyst
Deloitte
08.2021 - Current
- Develop job aids and lead virtual training sessions
- Research and update any changes in the Standard Operating Procedure
- Generate and analyze Excel reports for ticket inventory and canceled pay
- Manage workflow of incoming Garnishments and Child support orders
- Provided backup support as processor and Quality Assurance across various payroll departments
- Process tickets through ServeU while meeting payroll deadlines
- Submit changes via the National Finance Center using EmpowHR, eOPF, and EPIC
Customer Care Advisor
Randstad
07.2021 - 08.2021
- Contracted with DHC to recommend skincare routines and products
- Efficiently processed skincare orders over the phone
- Assisted customers with basic computer navigation
- Created internal job aid documents to streamline processes.
Client Support Specialist II
TreCom
07.2020 - 06.2021
- Contracted with Getinsured to handle client support
- Documented and distributed meeting notes to the team
- Processed appeal and escalation ticket requests
- Addressed inquiries from customers, brokers, and insurance companies regarding health insurance
- Assisted with application and document verification
- Ensured compliance with confidentiality guidelines while providing insurance information
Customer Service Representative II
NTT DATA
05.2017 - 03.2020
- Provided Tier I technical support, including password resets for the Home and Community Service Information System (HCSIS) website
- Set up usernames, agency access, and managed accounts in Identity Manager
- Logged calls through ServiceNow and escalated tickets via Visual Studio Team Foundation
- Assisted callers using the Five9 phone system.
Office Clerk
New Penn Motor Express, Inc.
01.2018 - 05.2019
- Welcomed customers and drivers, identifying the purpose of their visits
- Scanned bills and sent them to third-party billing agencies
- Delivered completed bills to dock supervisors
- Assisted customers in locating freight using Cisco phones
- Repaired and maintained printers and scanners, troubleshooting technical issues.
Customer Service Representative II
PHEAA
02.2015 - 03.2017
- Delivered customer service through the Customer Relationship Management (CRM) system
- Handled escalated calls and scheduled callbacks
- Updated borrower accounts through the HERA/Compass System
- Located promissory notes, contracts, and redacted personally identifiable information
- Operated office equipment including fax machines, printers, and scanners.
Education
High School Diploma -
Ephrata Senior High School
06.2009
Skills
- Requirements Gathering
- Problem-solving abilities
- Multitasking Abilities
- Adaptability and Flexibility
Timeline
Solution Analyst
Deloitte
08.2021 - Current
Customer Care Advisor
Randstad
07.2021 - 08.2021
Client Support Specialist II
TreCom
07.2020 - 06.2021
Office Clerk
New Penn Motor Express, Inc.
01.2018 - 05.2019
Customer Service Representative II
NTT DATA
05.2017 - 03.2020
Customer Service Representative II
PHEAA
02.2015 - 03.2017
High School Diploma -
Ephrata Senior High School
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