Deborah Puscas
Lasalle,IL
Summary
Dedicated Customer Service Professional with extensive experience in client interaction and issue resolution. Proficient in conflict resolution, problem-solving, and maintaining service quality to enhance client satisfaction. Demonstrates strong communication skills and teamwork to achieve optimal results in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Representative – Unemployment Tax
PAYCHEX, INC.
01.2022 - Current
- Delivered exceptional customer support, resolving inquiries and issues efficiently. Work directly with Corporate Tax Department Heads
- Resolve State Unemployment Tax issues for Corporate Clients with extensive external and internal research. Resolving Federal notice issues for Client Base
- Key Contributions: Developed a transcript tracker tool and a new more effective mail sort guidebook to be used Corporate wide to improve productivity. Was the lead in the roll-out of these new procedures.
- Mentored junior team members, fostering skill development and knowledge sharing.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than [Number] customers each day.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Streamlined communication processes between departments to enhance service delivery.
Juvenile Justice Detention Senior Officer & Registered Behavior Technician (RBT)
PASCO REGIONAL JUVENILE JUSTICE DETENTION CENTER
03.2017 - 09.2021
- Supervise and provide leadership, coaching, and mentoring to youth in a trauma-informed direct-care detention facility.
- Directly implementation behavior-analytic services to troubled Youth. Accessed and implemented behavioral plans to modify target behaviors and was the lead staff in the facility for this system. Assist and coached staff with use of critical process.
- Lead youth focus groups and maintain a monthly incentive calendar of activities. Implement ideas and incentives to promote good behavior.
- Identified signs and behaviors of trauma of residents, and report to specialized care providers.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Supervised daily operations ensuring compliance with juvenile justice standards.
- Monitored facility safety protocols, reducing incidents through proactive measures.
Customer Service Representative
JOHNSON CONTROLS
05.2011 - 04.2016
- Service Agent Assistant for a global HVAC (Fortune 100) company which provides product and services to commercial properties Customers. Responsible for 1.5 million in revenue annually.
- Provide excellent customer service in a timely manner. Provide support, knowledge and resolution to customers’ varying needs.
- Develop and maintain relationships internally, with customers, subcontractors and vendors.
- Prepare monthly financial outlook and manage workflow to achieve revenue forecast.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Prepare proposals for product and service sales to customer. Track sales and service and follow up to ensure customer satisfaction.
- Built customer service delivery protocols and staffing levels through labor forecasting and management to improve productivity.
- Prepare daily/weekly/monthly schedule for technicians.
- Coordinate equipment rentals and vendors and permit application for equipment change-out.
- Process warranty claims, obtain purchase orders, order materials.
- Prepare invoices for billing, process payments, and follow up.
- Document the week’s activity and address issues, determine resolution in weekly meetings with team manager and branch manager.
- Develop best practice tools and discuss in monthly team meetings for success.
- Maintain flexibilty within an ever-changing environment
- Couch the team to perform professionally and safely in alignment with branch policies and safety goals.
Education
Board Certified Registered Behavior Technician -
01.2019
Ken Blanchard Companies Situational Leadership II program - undefined
01.2013
Tracom Group Understanding & Managing Behavioral Differences - undefined
01.2013
Associates in Applied Science - Culinary
Le Cordon Bleu
01.2008
Skills
- Database maintenance
- Organization
- Complaints handling
- Customer relationship management
- Account updates
- Account management
- System updates
- Trend tracking
- Calendar management
- Leadership Roles
- Goal Oriented
- Database management
Certification
- Board Certified Registered Behavior Technician Certificate 2019
- Ken Blanchard Companies Situational Leadership II program. Certificate 2013
- Tracom Group Understanding & Managing Behavioral Differences Certificate 2013
- Le Cordon Bleu – Associates in Applied Science / Culinary Graduated 2008
- Proficient with: Microsoft Office Suites, MasterTax, ClientSpace, Siebel/Nxgen, JJIS, Outlook, Service Titan, Network Research
Timeline
Service Representative – Unemployment Tax
PAYCHEX, INC.
01.2022 - Current
Juvenile Justice Detention Senior Officer & Registered Behavior Technician (RBT)
PASCO REGIONAL JUVENILE JUSTICE DETENTION CENTER
03.2017 - 09.2021
Customer Service Representative
JOHNSON CONTROLS
05.2011 - 04.2016
Ken Blanchard Companies Situational Leadership II program - undefined
Tracom Group Understanding & Managing Behavioral Differences - undefined
Associates in Applied Science - Culinary
Le Cordon Bleu