Ashley Breaton
Victor,New York
Summary
Proficient in cultivating strong client relationships and achieving strategic objectives, the Client Relationship Manager at Paychex Retirement Services excelled in client relationship management and quantitative analysis. Recognized for a remarkable record in client retention and satisfaction, utilizing exceptional interpersonal communication skills and proactive initiatives. Expertise includes resolving complex account issues to ensure operational excellence and foster client trust.
Overview
12
12
years of professional experience
Work History
Strategic Account Manager
Paychex Retirement Services
04.2023 - Current
- Host meetings with clients, prepare agendas and complete plan reviews
- Suggest plan changes beneficial to the clients needs
- Solve client problems and answer their questions regarding 401(k)
- Reconcile debits and contributions
- Troubleshoot website errors
- Proactive outreach to clients to notify of important deadlines or account issues
- Suggest and connect client with Sales representatives to add additional products
- Confirm testing and employer contribution allocations
- Partner with Certified Public Accountants and Financial Advisors
- Process documents and requests
- Retain all clients
Mortgage Fee Specialist
Key Bank
02.2021 - 04.2023
- Review changes made to mortgage loans, update fees as applicable
- Insures all tasks are completed within regulatory deadlines
- Minimize loss and liability by verifying charges/fees are accurate
Post Closing Disclosure(CD) Reviewer
Key Bank
02.2021 - 04.2023
- Audits CDs to confirm accuracy of information reflected
- Confirm fees and charges are correct on closing documents
- Works with Settlement Agent to clear up any fee discrepancies and document deficiencies that arise post closing
- Review documents from Settlement Agent to insure all details within the file are accurate
Senior Service Partner, Client Service Center
Paychex Retirement Services
10.2016 - 02.2021
- Educate clients and employees on important aspects of retirement plans
- Schedules and hosts meetings with clients to explain plan features and offerings
- Efficiently respond to client inquiries in a timely manner
- Coordinate with supporting teams and departments to accomplish department goals
- Train co-workers in product knowledge, proper human performance and technical Skills
- Coach and develop peers in product knowledge as well as skills
- Resolve escalations to insure client satisfaction and retention
- Review loans, hardships and distributions as well as social media and survey feedback
Personal Shopping Customer Service Coordinator
Wegmans Food Market
Rochester, New York
01.2016 - 10.2016
- Coordinated and optimized team of shoppers
- Organized a schedule to satisfy all production and scheduling conflicts
- Fulfilled customers' orders correctly and on time while exceeding set parameters
- Communicate with customers to make sure their experience is satisfactory
- Coordinated order pick-up and delivery with shoppers
Catering
Wegmans Food Market
Rochester, New York
01.2016 - 10.2016
- Assisted customers with event planning details such as balloons, flowers/centerpieces, food, and drinks
- Gathered and organized order items to ensure order completion
- Set up conference rooms for store and corporate meetings
- Coordinated order pick-up and delivery
Cashier and Customer Service Desk Rep.
Wegmans Food Market
Rochester, New York
10.2015 - 12.2015
- Managed customer returns and various other transactions
- Positively settled complaints and escalations
Create - A - Cake Decorator/Customer Service Rep.
Wegmans Food Market
Rochester, New York
03.2014 - 08.2015
- Assisted customers in placing custom cake and dessert orders
- Fulfilled orders promptly and kept positive work flow and attitude
- Create production lists
- Decorated and designed desserts, cakes, and cookies
Cashier
Wegmans Food Market
Rochester, New York
07.2013 - 03.2014
- Cashed out Customers while delivering personable service
Education
Advanced Regents Diploma -
Fairport High School
Fairport, New York06.2015
N.O.C.T.I. Career & Technical Endorsement - Culinary Arts
Eastern Monroe Career Center
Fairport, New York05.2015
Skills
- Strong Interpersonal Communication
- Effective Organizational Skills
- Client Relationship Management
- Proactive Initiative
- Strategic Goal Development
- Consistent Punctuality
- Accountability
- Project Workflow Oversight
- Quantitative Analysis for Decisions
Accomplishments
- Placed top 3rd in both regional and state at Skills U.S.A. in Commercial Baking
- National Technical Honor Society
- Completed web testing for new paychexflex.com Help Center
- Maintained 99% SLA for emails for 12 months
- Created and outlined procedures for click-to-chat
- Created compliance approved templates to use for click-to-chat
- Created connections with corporate IT, DSC and POPs to better develop the click-to-chat service channel for our customers and clients
- Worked closely with IT to troubleshoot and fix click-to-chat and upstream email on many occasions
- Provided suggestion to create report in salesforce that provides a list of all emails that state 'call me' to decrease response time to those clients/participants
- Transitioned emails from Salesforce to Upstream
- Worked to roll out direct to customer click-to-chat on paychex.com
- Recommended allowing overnight shipping account information to be added to the web as part of the participant web project
- Created a form to update hours for eligibility and vesting in place of letters of direction to make these updates easier for clients
- Met and maintained efficient processing rates immediately following training with 100% accuracy
Timeline
Strategic Account Manager
Paychex Retirement Services
04.2023 - Current
Mortgage Fee Specialist
Key Bank
02.2021 - 04.2023
Post Closing Disclosure(CD) Reviewer
Key Bank
02.2021 - 04.2023
Senior Service Partner, Client Service Center
Paychex Retirement Services
10.2016 - 02.2021
Personal Shopping Customer Service Coordinator
Wegmans Food Market
01.2016 - 10.2016
Catering
Wegmans Food Market
01.2016 - 10.2016
Cashier and Customer Service Desk Rep.
Wegmans Food Market
10.2015 - 12.2015
Create - A - Cake Decorator/Customer Service Rep.
Wegmans Food Market
03.2014 - 08.2015
Cashier
Wegmans Food Market
07.2013 - 03.2014
Advanced Regents Diploma -
Fairport High School
N.O.C.T.I. Career & Technical Endorsement - Culinary Arts
Eastern Monroe Career Center
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