Laura B.
Mid-Level Payroll Operations Specialist
Open to offersNew to PlatformAbout
Laura I. is a skilled bilingual professional with over four years of hands-on experience in various facets of customer service and operations for U.S. companies. Specializing in maintenance management and technician scheduling, she adeptly coordinates appointments and ensures smooth operational flows. At Solvo Global Services, Laura manages a client portfolio of over 60 clients, executing accurate payroll processing while handling complex client inquiries with precision and meeting strict SLA parameters. Her adeptness in CRM systems and operational adaptability underpins her competence in high-demand settings. As a Customer Service Representative at Teleperformance, she coached peers on KPIs, monitored team metrics, and resolved escalations effectively. Her experience in managing delinquent accounts at Sutherland Global Services highlights her capacity in the financial services sector, where she negotiated payments and documented agreements. In addition, her scheduling and coordination roles at Atlantic Quantum Innovations underscore her capability in managing energy service appointments and customer inquiries, emphasizing her strength in problem-solving and cross-functional coordination.
Experience
Payroll Associate
Solvo Global Services · 2025 — PresentOversaw a portfolio of over 60 clients, ensuring the payroll processing was accurate and delivered on time. Managed complete payroll operations, including onboarding, updates, and adjustments for employees. Addressed payroll-related inquiries and basic tax matters, maintaining high accuracy and compliance with SLAs. Handled high-volume inbound calls for self-service clients and efficiently resolved ClientSpace cases. Processed corrections at quarter-end and year-end as needed and coordinated with internal departments through ticket submissions and follow-ups.Customer Service Representative
Teleperformance · 2024 — 2025Enhanced team performance by coaching a team of 7–12 agents in KPIs and quality standards. Monitored various metrics and provided constructive feedback to foster team improvement. Assisted with escalations and helped resolve operational issues.Collections Agent
Sutherland Global Services · 2022 — 2023Managed delinquent accounts for US credit card customers, specifically with Mercury Card Services. Coordinated payment commitments and executed transactions over the phone while documenting agreements in internal systems to meet group recovery targets.Customer Service & Scheduler
Atlantic Quantum Innovations · 2021 — 2022Scheduled maintenance and electrical reconnection appointments using the scheduling system and Excel, ensuring technician availability and confirmation with customers experiencing faults or relocating. Coordinated both incoming and outgoing calls for energy service and solar panel scheduling. Managed sales for energy services obtained through customer calls and addressed inquiries regarding billing, payments, and service outages while demonstrating empathy and adhering to company protocols.Receptionist
Caribbean Pro Dive · 2019 — 2020Handled petty cash management and shift opening and closing. Coordinated reservations for diving courses and PADI certification sessions with international clients, utilizing English for 95% of interactions. Prepared clients for activities and organized documentation, as well as multimedia materials for deliveries and social media.
Skills & Expertise
Education
- International BusinessUniversity of Magdalena · 2018 — 2021
- Systems TechnicianSENA · 2017 — 2017
- High School DiplomaPablo Sexto School · 2017 — 2017
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