Carmela Ciaramaglia
Parrish,FL
Summary
A distinguished leader with over twenty-four years of experience in HCM Capital Management. As a successful leader I am there to support the functioning of business operations by managing and leading staff, coordinating operations, and ensuring exceptional client service.Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager for PEO Enterprise Services
Paychex Inc
Saint Petersburg, FL
06.2021 - Current
- Used data and analytics to diagnose trends and link to business performance outcomes.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Managed escalations from customers while ensuring a positive experience throughout the resolution process.
- Coached internal teams on how to deliver exceptional service experiences at every stage of the customer lifecycle.
- Developed customized solutions that meet specific business requirements of enterprise clients.
- Negotiated renewal contracts with existing customers while maintaining long-term relationships.
- Provided strategic guidance on product usage and best practices to maximize customer value.
- Built strong partnerships between departments across the organization in order to provide seamless support services for customers.
- Monitored customer feedback to identify areas of improvement in the customer experience.
- Collaborated with sales team to develop and execute account plans for key accounts.
- Generated ideas for improving products based on insights from customers.
- Analyzed customer data to understand trends, needs, and preferences.
- Established relationships with key stakeholders within the organization to ensure successful outcomes for customers.
- Maintained up-to-date knowledge of industry trends, technologies, and competitors' offerings.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Drove customer escalations to resolution by engaging directly with clients.
- Coordinated training programs, enabling staff to support company objectives.
- Developed and led process improvements to optimize operations and reduce costs.
- Inspected completed work to drive quality, timeliness and company standards.
- Performed root cause analysis on recurring problems reported by customers and recommended solutions accordingly.
- Interacted regularly with other departments such as marketing, sales, IT, finance.
- Resolved escalated customer complaints in a timely manner.
- Identified opportunities to improve customer satisfaction and loyalty.
- Analyzed data related to customer interactions with the organization.
- Created strategies for upselling products or services to customers.
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Directed enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Cultivated strong relationships with customers by providing personalized attention.
- Developed strategies to improve customer service processes.
Senior Manager of Mid Market/Enterprise
Paychex Inc
Saint Peter, FL
05.2019 - 06.2021
- Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.
- Collaborated with cross-functional teams to ensure successful integration of hardware, software, and networking components.
- Monitored performance metrics of implemented systems and took corrective action when necessary.
- Collaborated with team members on developing innovative approaches to increase customer satisfaction levels.
- Implemented policies and procedures related to client onboarding processes.
- Developed training materials for staff members on how to effectively use the company's systems for maximum efficiency.
- Identified areas where operational improvements could be made within the organization.
- Assisted senior management with long-term strategic planning initiatives.
Strategic Account Relationship Manager
Paychex Inc
Saint Petersburg, Florida
03.2015 - 04.2019
- Coordinated with cross-functional teams to ensure successful onboarding of new accounts.
- Prepared monthly reports outlining progress against established performance targets.
- Developed and implemented strategies to retain existing customers, increase customer satisfaction, and identify new opportunities for growth.
- Provided support to sales team throughout the entire sales cycle from lead generation through closeout process.
- Identified key decision makers within target accounts and developed strategies to engage them effectively.
- Negotiated favorable terms with clients in order to maximize profitability for both parties involved.
- Monitored market trends and competitor activities to identify areas of improvement in service offerings.
- Cultivated and maintained strong relationships with clients while providing timely updates on project progress.
- Assisted in resolving conflicts between clients and internal teams in a timely manner.
PEO New Business Manager
Paychex Inc
Saint Petersburg, FL
02.2010 - 04.2015
- Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements, and timeframe estimates.
- Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.
- Collaborated with cross-functional teams to ensure successful integration of hardware, software, and networking components.
- Monitored performance metrics of implemented systems and took corrective action when necessary.
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
401(k)/S125 New Client Manager
Paychex Inc
Rochester, NY
01.2005 - 01.2010
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Minimized staff turnover through appropriate selection, orientation and training.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
Education
BA in Business Leadership -
University Of Arizona
Skills
- Leadership
- Project management
- Budget planning
- Communication
- Problem-solving
- Yellow Belt Six Sigma
- Partnership Development
- Talent Development
- Budget Oversight
- Strategic Planning
- Reporting oversight
- Business performance management
- Data Analytics
- Resource Allocation
- Cross-Functional Communication
- Organizational improvement
- Data-driven decision-making
- Innovation management
- Cross-Functional Collaboration
- Influencing and negotiating
- Cross-functional team leadership
- Operations Management
- Human Resources Management
Leadership Experience
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.
Communication Skills
Implemented new procedures and technologies that improved efficiency and streamlined operations.
References
Available upon request.
Affiliations
- Vice President for a North Manatee Mutiny Soccer Organization for the past 3 years.
Certification
- Six Sigma: Yellow Belt
- Business Relationship Management Professional
- Inclusive Leadership Learning Journey
Languages
Italian
Limited
Timeline
Senior Manager for PEO Enterprise Services
Paychex Inc
06.2021 - Current
Senior Manager of Mid Market/Enterprise
Paychex Inc
05.2019 - 06.2021
Strategic Account Relationship Manager
Paychex Inc
03.2015 - 04.2019
PEO New Business Manager
Paychex Inc
02.2010 - 04.2015
401(k)/S125 New Client Manager
Paychex Inc
01.2005 - 01.2010
BA in Business Leadership -
University Of Arizona
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