Junjie Aves

• Resolves client application questions or problems in system set up, product functionality and product enhancements within the Human Resource/Talent Management Module of the ERP.
• Perform troubleshooting, testing customer issues, and follow up via phone, email, and remote assistance.
• Responsible for appropriate referral to other support analysts, work closely with development teams to prioritize bug fixes and feature requests, and liaise with other departments based on customer feedback.
• Manages workload effectively following Support Procedures.
• Contributing and maintaining information in the Support knowledge base.
• Mentored new team members, fostering a culture of continuous learning and development within the department.

• Receive, analyze, process and follow up ongoing HR transactions/requests from employees, business partners and line managers via web forms, email, telephone, and escalated tickets through SAP.
• Providing HR transactional support (in HR Services countries) and liaising with Local HR (for non-HR Services countries) as necessary using the supporting HR system - Shell People (SAP). Examples of these transactions are Process claims, compensation, and benefits.
• Act as Focal Lead and Subject Matter Expert to various processes and projects.
• Provide process training to new team members
• Regularly reviews KPIs (key performance indicators) and making sure these are constantly met and exceeded.
• Report preparation and analysis
• Engage in Continuous Improvement projects

• Provides extraordinary service through phone interactions with customers by focusing on resolving their requests with an efficient, accurate, professional and courteous manner to create customer loyalty.
• Generates relationships that lead to sales through conversations with card members, incorporating needs analysis, building rapport, offering advice and overcoming objections.
• Defuses irate customers and resolves challenging inquiries utilizing negotiation skills, while following guidelines in an effort to satisfy customers.
• Assists supervisor with managing day-to-day operations and trains Customer Service Representatives as needed.
• Reach and exceed sales goals which would involve ability to learn and apply sales strategies while working to create and develop new sales techniques.

• Interacting with client’s customers specifically businesses in the US.

• Updating credit bureau’s database while ensuring data protection and integrity.