Aaron Asutilla

As Onboarding Specialist, my primary focus is to guide and assist Cities and Municipalities during the Onboarding process, helping them understand the platform, addressing any issues or concerns, and ensuring a positive customer experience.

• Guide them through the initial steps of onboarding, introducing them to key features, functionalities, and resources.
• Develop a deep understanding of the platform. Be able to effectively communicate its value proposition, features, and benefits to the Cities and Municipalities.
• Act as the main point of contact during the Onboarding phase. Assist them in setting up accounts, configuring settings, presentation of their Tax forms and navigating the platform.
• Address and resolve any issues or concerns that customers may encounter during the Onboarding process. Collaborate with other teams or departments to ensure timely resolution.
• Create training slides and conduct training sessions to help customers become proficient in using the platform. Offer guidance on best practices and tips for optimizing their experience.
• Create and update Onboarding documentation such as Onboarding Playbook, Customer Support Documentation, HubSpot, and Adoption Program spreadsheet. Ensure that information is clear, concise, and up-to-date.
• Gather feedback from customers regarding their Onboarding experience. Communicate this feedback to relevant teams to contribute to ongoing product improvement.
• Collaborate with sales, marketing, and product development teams to ensure a seamless transition from the sales process to onboarding. Provide insights from customer interactions to improve overall customer success.
• Work towards ensuring that customers achieve their desired outcomes by effectively using the platform.

As an Implementation Specialist, I am responsible for the following tasks:

• Working closely with Software Engineers to ensure Tax and Registration forms are completed accurately and submitted on time.
• Taking ownership of basic form creation requests and updates.
• Verifying that forms include the correct Tax, Penalty, and Interest rates.
• Ensuring all rates comply with Government Ordinances.
  
  
  
  
  

• Manages complaint escalations with a commitment to delivering optimal resolutions for customers.
• Conducts investigations into fraud cases and account verifications, collaborating with law firms and credit bureaus for comprehensive resolution.
• Facilitates the processing of Debt Consolidation requests and collaborates with third-party debt management services for efficient resolution.
• Handles Credit Check inquiries, removals, and reversals, coordinating with Equifax and Illion for clarifications and managing credit inquiries effectively.
• Administers ticket management in Zendesk, overseeing daily ticket production and ensuring high-quality resolution through rigorous quality assurance.
• Formulated Key Performance Indicators (KPIs) for Team Performance Evaluation to enhance efficiency and effectiveness.
• Serves as a liaison between the client, Deferit Inc, and CS Modern Workforce, cultivating and sustaining courteous and effective working relationships.

• Respond promptly to all client inquiries, employing effective questioning techniques to streamline the resolution process.
• Offers information and referrals to community partners and other treatment providers as needed.
• Contributes suggestions for enhancing processes, applications, or documentation to improve overall efficiency.
• Manages Hubspot CRM, overseeing contacts, email correspondence (both one-to-one and marketing), live chat responses, as well as CRM settings management and maintenance.
• Implements ticket automation and effectively managed processes to optimize workflow.
• Translates technical information into clear terms for non-technical individuals, fostering better understanding.
• Diligently documents all transactions and support interactions in the system for future reference and knowledge base enrichment.