Eric Francis

Background

About Eric Francis

With over 8 years of expertise in customer service, payroll, and client relations, I’m dedicated to enhancing client satisfaction and operational efficiency across multifaceted market environments. Currently serving as a Supervisor and Subject Matter Expert at ADP, I specialize in delivering comprehensive payroll solutions tailored to regional tax regulations across Asia-Pacific markets, including India, the Philippines, Singapore, Malaysia, and Australia. In my role, I’ve been instrumental in driving Service Level Agreement (SLA) compliance, optimizing First Call Resolution (FCR), and reducing Dissatisfaction (D-SAT) rates—resulting in sustained improvement within my team’s performance metrics. My technical proficiency in SAP and business statistics allows me to address complex customer interactions and technical challenges effectively. Additionally, I’ve had the privilege of leading and mentoring teams, fostering a culture of service excellence and empowering team members to meet and exceed service standards. Outside of work, I am passionate about animal welfare and community service. From volunteering with "People for Animals" to raising funds for "Citizens for Animals," I believe in making a positive impact in every community I’m a part of. I’m always eager to connect with professionals who share my commitment to client service, operational excellence, and community engagement.