Summary
Overview
Work History
Education
Skills
Accomplishments
References
Certification
Timeline
Generic

Amanda Poulton

Greece

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

15
15
years of professional experience
1
1
Certification

Work History

401k Strategic Accounts Sr Account Manager

Paychex
11.2017 - Current
  • Acts as primary point of contact for clients regarding all retirement products to ensure consistent quality service
  • Proactively communicates with client on a quarterly basis regarding status, questions, and timelines
  • Reviews plan designs to ensure client satisfaction
  • Partners with operational groups to maintain clients plans
  • Conducts web seminar meetings with clients and their employees to encourage maximum employee 401(k) plan participation
  • Communicates with outside parties, including CPAs, Financial Advisors, Attorneys, Auditors, and third-party vendors
  • Establishes and maintains partnerships with Sales and other internal partners to ensure client needs are met
  • Develops and maintains knowledge of account structures, services, and specific processes for assigned clients.

401k Retirement Services Advisor

Paychex
11.2015 - 11.2017
  • Supports basic Retirement Services 401(k), IRA, Profit Sharing and Money Purchase Plans
  • Maintains basic understanding of IRS and ERISA rules and regulations
  • Logs and documents client conversations/issues to capture trends and troubleshoot specific product, or procedural issues
  • Provides technical support for clients and participants using websites to ensure the ability for caller to login and navigate proficiently
  • Manages and prioritizes workload daily to meet or exceed established department productivity and quality expectation
  • Completes all training needed to develop retention skills necessary to mitigate client losses
  • Attends ongoing trainings to enhance product, system and payroll knowledge resulting in a higher level of customer service.

Quality Assurance

Sutherland Global Services
11.2010 - 01.2015
  • Client calibrations for grading standards
  • Client quality meetings to discuss changes
  • Remote audits on recorded calls
  • Side by sides to live monitor agent calls
  • Bucketing survey CSAT Analyst
  • Coaching agents on specific behaviors
  • Coaching to provide platinum service.

Customer Service Consultant

Sutherland Global Services
04.2009 - 11.2010
  • Answer inbound calls/Make outbound calls
  • Assisting sellers with listing tickets
  • Troubleshooting errors received by buyers/sellers
  • Using soft skills to reassure customers
  • Outbound emails to customers
  • Educating to prevent future contacts
  • Keeping an AHT (average handle time) at 6 minutes or lower
  • Keeping a prctivity at a minimum of 85 percent.

Education

BA for Psychology, estimated for November 2016 - Psychology

Ashford University
01.2024

Skills

  • Customer service
  • Goal setting
  • Organizational skills
  • Effective communication
  • Time management
  • Adaptability

Accomplishments

Shining Start Recipient- Paychex 2018

References

References are available on request.

Certification

QKA Certification- May 2021

RPF Certificate- 2018

Timeline

401k Strategic Accounts Sr Account Manager

Paychex
11.2017 - Current

401k Retirement Services Advisor

Paychex
11.2015 - 11.2017

Quality Assurance

Sutherland Global Services
11.2010 - 01.2015

Customer Service Consultant

Sutherland Global Services
04.2009 - 11.2010

BA for Psychology, estimated for November 2016 - Psychology

Ashford University

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Amanda Poulton