Summary
Overview
Work History
Education
Skills
Timeline
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Carolyn Filek

Chino,CA

Summary

Energetic people leader who is self-motivated and results-driven. Brings 27 years of Client Service and Account Management success. Skilled at motivating associates by identifying and fostering their strengths and devoted to providing client satisfaction with every interaction.

Overview

28
28
years of professional experience

Work History

Team Lead

ADP
San Dimas, CA
10.2022 - Current
  • Conduct associate reviews, provide coaching and feedback on performance, assess their progress
  • Provide direct support to associates and help cultivate strengths, identify opportunities, and encourage professional development.
  • Ensure successful completion of vital department projects and goals
  • Engaged during recruitment efforts, interview potential talent, and a trusted source when providing input on hiring decisions
  • New Hire Program forecasting. planning client assignment, and mentor curriculum
  • Cover service teams when Manager is out of office for an extended time.
  • Sales Partner, support sales effort during prospect calls, and escalations.
  • Lead P&I Governance and mitigate ADP exposure.
  • NPS process improvement resulting in increased client responses by 20%.
  • Lead and resolve client and corporate escalations.
  • Partnered to create the newest client service team located in India.
  • Drove Account Manager usage of chat bot.

Senior Account Manager

Automatic Data Processing, ADP
San Dimas, CA
12.1996 - 10.2021
  • Managed key account relationships, ensuring customer loyalty and retention
  • Conducted regular meetings with clients to review performance metrics, progress, and goals
  • Ensured client satisfaction, retention, and profitability for assigned client base.
  • Prepare and conduct presentations with clients and executives regarding payroll tax accounts and company analytics along with Annual User Conference.
  • Subject Matter Expert on multiple trainings for Employment Tax including Canada Employment Tax, along with facilitating the training for N8
  • Knowledge of various ADP applications and ERP software including N8, People Soft, Workday and SAP
  • Resolve client issues by investigating problems and find solutions to ensure client commitments are met

Abatement Analyst

Automatic Data Processing, ADP
San Dimas, CA
  • Researched incoming penalty assessment cases for ADP and ADP Clients
  • Established reasonable cause based on facts provided and wrote letters to all tax agencies to request abatement
  • Strong verbal and written communication skills
  • Maintained a high level of timely responses to inquiries via phone or email with internal partners and the agencies

Education

High School Diploma -

Don Antonio Lugo High School
Chino, CA
06-1989

Skills

  • Client Service
  • Team Check-Ins
  • People Management
  • Key Performance Indicators
  • Complex Problem-Solving
  • Goal Setting
  • Relationship building and management

Timeline

Team Lead

ADP
10.2022 - Current

Senior Account Manager

Automatic Data Processing, ADP
12.1996 - 10.2021

Abatement Analyst

Automatic Data Processing, ADP

High School Diploma -

Don Antonio Lugo High School

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Carolyn Filek