Roberto 'Toby' Hernandez Jr

• Facilitate client kick-off meetings, status meetings, and weekly and monthly check-ins.
• Onboard and train bookkeepers, accounting managers, C-Executives on the platform which generates financial reporting & analysis, KPIs, charts & graphs and AI narratives
• Configure the platform and perform data validation to ensure the platform's financial package match QuickBooks
• Lead the Customer Success Managers on both onboarding, implementation, technical support and customer success while monitoring the deals pipeline in HubSpot and tickets in Intercom.
• Collaborate cross-functionally with the CRO, CEO, CTO, and Product teams to develop customer journeys, support tools, processes, and workflows.

• Analyze HR processes, understand pain points, and develop implementation strategies
• Manage end-to-end implementation projects, including scoping, planning, data migration, configuration, testing, and deployment
• Conduct training sessions and workshops
• Provide post-implementation support to address any ongoing technical or functional needs of the client
• Provide on-site support at client's office when needed

• Developed and implemented training initiatives for new hires.
• Mentored junior support manager, fostering a culture of collaboration and learning within the team.
• Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Supports customers in using The Shop Doctors apps in Shopify Basic and Plus stores
• Works with the developer to identify issues and bugs and suggest related features.
• Documents and updated articles that are good for the knowledge base in Nuclino
• Performs Shopify app installations and inspects theme checks.

• Manage the overall operational activities of the NetSuite Payroll Support during North American hours.
• Plan and implement strategies to fulfill the team's goals of 10 direct reports and the department efficiently and effectively.
• Establish and maintain processes, controls, and feedback systems to monitor the team's operations.
• Review performance data to monitor and measure the team's productivity, goal achievement, and effectiveness.
• Establish processes to drive growth in the team.
• Perform employee reviews and performance evaluations.
• Make business decisions following Oracle's policies and procedures.

• The primary goal is to work hand in hand with the SuitePeople Technical Support, Professional Services, Payroll Operations, and Product Team to ensure customer satisfaction and foster a harmonious relationship between the stakeholders and the customers.
• Attends implementation status meetings with Professional Services to ensure a smooth transition of clients to Payroll Technical Support, then conducts onboard meetings to discuss how to utilize Payroll Support service and take advantage of its benefits and features
• Coordinates Knowledge Transfer between Support and Professional Services by documenting in SuiteCentral following the SuiteStep process
• Hears out customer concerns and issues on their payroll support service and provides monthly check-ins, and endorses escalations to management as necessary
• Serves as backup Helpdesk to Team Leads & Support Engineers, monitoring quality (Q4Qs) and helping the HCM business unit achieve performance & productivity metrics and other targets
• Conducts occasional Virtual Huddle Activities, Team Building games as ice breakers
• Leads the other 3 Payroll Customer Experience Managers in any process changes and reports to SuitePeople Support Manager & Director
• Validates contact and company information updates and setup in NetSuite Payroll e.g payroll contact updates, legal and mailing, FEIN changes, etc. thru phone calls and cases/tickets
• Advises clients in handling cancellation inquiries and participates in Customer Churn Analysis to improve client retention and review product enhancements.
• Handles High Profile customers with complex payroll setup & processing payroll issues and provides awareness to Technical Support of the list of clients that require extra TLC
• Program owner of NetSuite's Affordable Care Act SuiteApp reporting
• Leads Payroll CXM members in assisting 150+ subsidiaries in ensuring timely ACA reporting in compliance with ObamaCare during year-end filing.

• Supports NetSuite payroll clients with payroll module via phone and online cases
• Resolves client's concerns relating to payroll processing, adjustments, corrections, and tax agency compliance
• Troubleshoots complex & various issues covering NetSuite product features such as Payroll, Employee Management & Commissions.
• Tests & reproduces bugs and client system issues and files defects for QA/Dev to fix before the client's deadline.

• Receives and promptly resolves client inquiries ranging in complexity concerning payroll, accounting, tax filing, and banking, in addition to specific product feature, system, and usage inquiries
• Researches and resolves money movement issues through the use of available resources
• Reruns payrolls and reports as needed to ensure "100% payroll accuracy."
• Effectively executes inbound and outbound client communications with quality following standard ADP call strategies and regional expectations (talk time, hold time, etc.)
• Performs routine research and executes corrective action on client issues and questions concerning product or ADP services
• Troubleshoots application navigation issues and provides 1st level troubleshooting of PC-related problems.
• Recognizes and directs issues requiring escalation to 2nd-level technical support
• Keeps up-to-date and proficient on payroll, tax and legal regulations, and new product enhancements
• Provides ongoing training to clients of various knowledge levels to ensure client satisfaction; proactively educates clients in proper payroll reporting techniques to optimize payroll accuracy.
• Educates clients regarding new products, including; payroll features, Workers' Compensation, 401K, and other ADP products and services
• Schedules and processes any special quarter/year-end adjustments; follows standard procedures for processing adjustment payrolls to ensure clients receive correct quarter/year-end reports and W-2s
• Researches, tracks, and resolves amendment processing using internal systems and coordinating with internal subject matter experts
• Supports and skilled in all four regions in the US: East, South, West, and Midwest

• Key in hours & earnings, new hires, manual record checks, null checks, answers basic payroll inquiries and processes payroll.

• Top 1 Agent Stack Ranking for December 2012
• Set up Western Union (WU) cardholder's accounts, handle card transaction disputes, process money remittances, and resolve other WU product-related issues

• Resolves customer issues like mobile phone & internet troubleshooting, bill disputes, data plan upselling, and service retention under AT&T Mobility account

• BPI 2010 Collegiate Internship under Auto-Loans Division