Carmen Lora-Burke
Patchogue
Summary
Dynamic professional with extensive experience at Paychex, Inc., excelling in project coordination and client relations. Proven track record in implementing process improvements and enhancing client satisfaction. Skilled in analytical thinking and quality assurance, effectively resolving complex issues while fostering strong relationships with stakeholders. Committed to delivering exceptional service and driving operational success.
Overview
20
20
years of professional experience
Work History
Platform Transfer Coordinator
Paychex, Inc.
07.2024 - Current
- Coordinated seamless client and asset transfers between benefits administration platforms, ensuring accuracy and minimal disruption.
- Liaised with internal teams, clients, and external vendors to resolve migration challenges.
- Maintained detailed project records for effective progress tracking.
- Trained new team members on system navigation and client service protocols.
- Identified and implemented process improvements to address system functionality gaps.
- Provided comprehensive support for large revenue clients while fostering strong relationships.
- Monitored transfer queue daily to proactively identify bottlenecks and ensure timely resolutions.
Human Resources Manager
Hampton Jitney
12.2023 - 07.2024
- Advise and provide analysis to management on employee compensation data
- Administer all aspects of employee benefits, leave and payroll
- Recruit new employees through ad placement, resume screening, job fairs and related training programs
- Conduct investigations and advise managers on navigating sensitive employee complaints and concerns
- Report to governmental agencies on labor law compliance (ex. EEO-1, OSHA Log)
- Process payroll for over 200 employees including setting up new employees on payroll and ongoing adjustments
BeneTrac Implementation Team
Paychex, Inc.
04.2017 - 12.2023
- Established and maintained partnerships with Sales Manager and Sales Representatives to assess client needs.
- Managed internal team communications and meetings to ensure task completion and deadline adherence.
- Oversaw changes in project scope, identified risks, and developed contingency plans for client satisfaction.
- Provided regular status updates to Implementation Supervisor/Manager and Sales for task tracking.
- Ensured comprehensive end-user documentation delivery to clients for effective product utilization.
- Conducted thorough client transitions to Ongoing Support Team to conclude implementation phase.
- Recommended needs analysis and process improvements for enhanced implementation team performance.
Implementation Specialist III
Paychex, Inc.
03.2013 - 03.2017
- Ensured accurate setup with all tax agencies for compliance in tax filing.
- Researched and resolved client implementation issues promptly to enhance overall experience.
- Created, executed, and reviewed data integrity reports to confirm accuracy of client information.
- Completed required documentation for seamless transfer to ongoing client service team.
Client Services Supervisor
Paychex, Inc.
01.2015 - 02.2017
- Facilitated client meetings to address inquiries and guide benefits selection process.
- Analyzed and resolved discrepancies between payroll and commission systems.
- Developed benefit quote documents to assist clients in evaluating plan renewal options.
Acting Implementation Supervisor
Paychex, Inc.
03.2011 - 06.2011
- Develops and maintains relationships with sales, payroll operations, HR Solutions, IT, Accounting partners, and other Paychex service organizations to ensure optimal service
- Achieves new client satisfaction goals and positively impacts client retention in order to meet overall company Strategy.
Implementation Specialist I
Paychex, Inc.
02.2006 - 03.2011
- Resolved client inquiries and issues, ensuring accuracy of initial invoices.
- Established positive relationships with clients, agencies, and coworkers to enhance service quality.
- Maintained consistent communication with clients to promote company image.
- Provided solutions to client concerns, improving overall satisfaction with services.
Education
GED -
Plaza College
NY05-1995
Skills
- Task prioritization
- Supervision and leadership
- Quality assurance
- Client relations
- Troubleshooting and diagnostics
- Analytical thinking
- Time management
- Written communication
- Microsoft Word
- Project coordination
- Process improvement
Accomplishments
- Service Award Winner
- Three-time recipient, Employee of the Month
References
Available Upon Request
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Platform Transfer Coordinator
Paychex, Inc.
07.2024 - Current
Human Resources Manager
Hampton Jitney
12.2023 - 07.2024
BeneTrac Implementation Team
Paychex, Inc.
04.2017 - 12.2023
Client Services Supervisor
Paychex, Inc.
01.2015 - 02.2017
Implementation Specialist III
Paychex, Inc.
03.2013 - 03.2017
Acting Implementation Supervisor
Paychex, Inc.
03.2011 - 06.2011
Implementation Specialist I
Paychex, Inc.
02.2006 - 03.2011
GED -
Plaza College