Michael Clapp

• Documented warehouse stock each day and reported inventory totals to supervisor.
• Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered or distributed.
• Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
• Delivered updates on anticipated task completion times.

• Sales, Payment Processing, Record Keeping, and Marketing
• Contributed to the agency in receiving national recognition among the top agencies in the country.
• Maintained Customer Service, Satisfaction, Retention, and Commitments to uphold and further the goals and standards of the organization.

• In this role I provided management of business process services for TriNet and its customers.
• I maintained effective business relationships with customers’ key contacts and developed knowledge of our customer’s practices and preferences to facilitate delivery of appropriate services to help them succeed.
• Maintained strategic training and dependable, accurate, and timely management of payroll and benefits inquiries.
• I enjoyed the opportunity to provide training, coaching, and mentoring to a staff of 14 Account Services Consultants in multiple regions that serve as the primary interface between internal TriNet departments and its customers.
• I resolved escalated service issues, ensured the delivery of agreed upon customer services, and sought out customer feedback on the delivery of those services.
• Was responsible for the ongoing development of tracking, reviewing, and reporting the key service metrics of the Account Services Consulting team members.
• Maintained staffing and coverage ratios.
• Performed Top Grading activities, measured productivity, and managed trends and changes in Tax, Benefit, and Employment law while developing a growing staff, and promoting an evolving workforce.

My primary focuses that contributed to my success in this role were:

• Developing effective teamwork, rapport, communication, trust, and respect between Account Services Consultants and other internal and external customers.
• Partnering with the management of other TriNet units to help drive creative, compliant, and customer-focused solutions and services.
• Driving coordination between customer facing & internal groups for the delivery of dependable, accurate, timely, and user friendly services.
• Recruiting and developing high performing team members, setting clear expectations for and providing timely feedback on individual and team performance along with taking corrective action when necessary.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals

• Was able to serve in a position that allowed me to add value by contributing towards the company’s mission of assisting customer companies succeed through strategic outsourcing partnerships.
• Maintained a large and diverse group of accounts and served as the primary interface between TriNet and assigned customer companies, maintaining the day-to-day customer relationship primarily through telephonic, email, and CRM communications.
• Ensuring the delivery of agreed upon customer services by auditing and/or documenting such delivery, seeking customer feedback on services, resolving service issues, and identifying service opportunities.
• Provided onsite consulting and auditing with our client companies and typically their ‘C’ level staff to identify best practice and process improvement/development.
• Was also able to contribute as a senior member amongst my peers to train, develop, and ensure the success of my colleagues.
• Was the primary in many Project Management initiatives to dramatically improve quality and process functionality as well as provided end user testing to our home portal.
• Presented technology demonstrations of our end user interface to prospects and existing customers along with maintaining internal training documents.
• Suggested add-on services that would be helpful to customers and improve bottom line.

• Worked in most environments of PeopleSoft including Coding, Developing Reports, Analyzing Employee Information, Citizenship, Employment Eligibility, Taxes, Payroll, Benefits, and ensuring Data Integrity
• In this position I was able to support our Field Services Consultants by utilizing my skills as a fast paced yet organized worker to meet client expectations.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Assessed impact of emerging technology and system upgrades on workflow.