JONAH YADEN
Broomfield
Summary
Dynamic HRIS Specialist with a proven track record at Gusto, excelling in payroll administration and conflict resolution. Adept at managing state tax accounts and ensuring compliance across multiple jurisdictions. Recognized for delivering exceptional customer service and technical support, consistently enhancing client satisfaction through effective communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
CUSTOMER CARE ADVOCATE - PAYROLL & TAXES
Gusto
Denver
11.2023 - Current
- Assess payroll and tax questions and concerns via phone and email communications.
- Handle and resolve customer questions and complaints about the system, while providing product knowledge to provide optimal service.
- Collaborate with other departments within Gusto to ensure seamless customer resolution, leading to customer satisfaction.
- Resolve customer conflict via advanced product knowledge and de-escalation techniques.
- Inbound and outbound phone calls and emails with Gusto customers
- Provided technical support to customers in a timely manner regarding product usage and troubleshooting issues, while working with customers on a human-to-human level.
- Experience in a metric-based profession.
- Maintained high satisfaction score by consistently resolving first-call issues and anticipating any future problems that may arise.
HRIS Specialist
Sales Partnerships, Inc.
Broomfield
01.2019 - 01.2023
- Create and manage employee personnel files (hiring, terminations, documentation for employees).
- Manage workers' compensation cases, and manage workers' compensation insurance coverage across multiple states.
- Update yearly unemployment rates for multiple states. Experience working in state tax portals for withholding, unemployment, and other related tasks.
- Create and manage state tax withholding, unemployment, and paid family leave tax accounts. Update the yearly unemployment rates across all states. Experience working in state tax portals across 30 or more states.
- Work with state and federal entities for tax payments and filing monthly or quarterly returns.
- Effective communication skills with potential new hires and current employees, as well as working cross-functionally throughout the organization.
- Communicate with state unemployment agencies for unemployment cases from former employees, filling out questionnaires and employment verification documents.
- Initiate, manage, and troubleshoot background checks and drug screenings for new hire candidates.
- Fully managing the onboarding process for new hires. Collaborating with the candidates to ensure a smooth process up until their start date.
- Utilize DocuSign to create and send employment agreements, NDAs, and offer letters for promotions.
- Creating accounts for new-hire employees and managing all profiles of current employees in HRIS systems. (Kronos, UKG, Greenhouse)
- Monitor all employees' timesheets, commissions, bonuses, and reimbursements each pay period; confirm hours to sync and run payroll for the company.
Education
Bachelor of Arts (BA) - Psychology
UNIVERSITY OF COLORADO
Boulder, CO05-2018
Minor in Leadership -
University of Colorado
Boulder, COSkills
- MS Office Suite
- Google Suite
- Kronos - UKG Ready
- Panda
- Pufferfish
- Effective verbal and written communication, with the ability to de-escalate situations while remaining calm under pressure
- Background in Tax and HR Compliance with experience in creating and managing state tax accounts in multiple state portals
- Conflict resolution while in the heat of the moment and assisting customers in problem solving and keeping attention to detail
- Results-driven and self-motivated
- Organized and able to juggle multiple tasks at once
- Ability to use tact and a sense of judgment effectively while helping customers reach their goals
- Payroll administration
- Customer service and Technical support
Accomplishments
- Winner of perfect attendance award in November of 2024 during peak busy season at Gusto
- Employee of the Month for March 2025 on the CX Payroll and Taxes Team
- Elected to Penny's Club in 2025
- Have consistently met metrics since joining the Gusto team. In the last two GUSTOfied Cycles I have received ratings of Exceeds Expectations and Gusto Exemplar
- I was a Mentor in the first cycle of the Gusto Goats Mentorship program. I assisted my mentee through weekly 1:1 meetings and helped them significantly improve their metrics and understanding of the system and helping them pass their PIP. I was selected to continue in the second iteration of the Gusto Goats Program and look forward in assisting others.
- Have done numerous shadow sessions cross functionally in Gusto to help improve our platform to be the best it can be while showing other teams and contributors how our workflows go on CX. Presented to some team members about wire transfer issues so we could work on making this process better for both our customers and Gusties.
References
References available upon request.
Timeline
CUSTOMER CARE ADVOCATE - PAYROLL & TAXES
Gusto
11.2023 - Current
HRIS Specialist
Sales Partnerships, Inc.
01.2019 - 01.2023
Bachelor of Arts (BA) - Psychology
UNIVERSITY OF COLORADO
Minor in Leadership -
University of Colorado
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