Clarissa Carter
West Palm Beach,FL
Summary
Dynamic Client Retention Specialist with a proven track record at Paychex Inc, adept in utilizing Salesforce and HRIS to enhance client satisfaction and retention. Excelled in problem-solving, identifying client needs, and empathetic client engagement. Contributes to team mentorship and innovative retention strategies. Skilled in data analysis and customer service, ensuring high-quality client partnerships.
Overview
6
6
years of professional experience
Work History
Client Retention Specialist
Paychex Inc
04.2022 - Current
- Utilizes Salesforce as primary platform for documenting interactions with at-risk clients. Triage the severity of a new reference case, interact with the client, and transfer the client to the proper group for resolution if necessary.
- Contact clients who identified as “at-risk” to address unresolved concerns needing action and assess the severity of each situation.
- Submits discounts in HRIS to client who may have pricing concerns or may be at risk to terminate services.
- Process refunds/credits in AR0008 when necessary.
- Partner with Payroll specialist and Payroll supervisor to resolve any payroll or service concerns
- Escalate 401K concerns in Salesforce to our 401K partners for at-risk clients who have time sensitive concerns
- Submit SOARS
- Process package changes to better meet client business needs
- Provide feedback to CSS regarding routine payroll errors or ongoing service concerns to determine an efficient resolution
- Compose pricing proposals
- Proficient in Core Advanced
- Utilize SWM daily to identify client profiles, client contacts, and workflows
- Connect with client who have submitted unsatisfactory survey reviews to address any open concerns
- Partner with Retention Resolutions team regarding Insurance, Taxpay, Time clock concerns etc.
- Conducted trainings/shadowing for internal employees
- Acted as a mentor for new Client Retention team members who may needed additional support
- Escalate ERTC concerns
- Submit uncontrollable loss clients to the LOSS team
- Performs an in depth needs analysis during client interactions such as reviewing current package, service experience, and ancillary products.
- Advocate for clients and allow them to have a voice as some client feel unheard
- Highlight the value of Paychex and insure at-risk clients that we value their partnership
- Compose CLR if needed
- Any other duties assigned by leadership
Employee Data Specialist
Paychex Inc
05.2019 - 04.2022
- Processed new hire and rehire forms
- Processed and reviewed employee I9 forms
- Assisted client/employees with logging into the portal
- Handled data entry for state and federal tax forms
- Walked clients through the online onboarding process
- Password resets
- Audited team members data entry
- Trained new team members
- Enrolled employees in pay card system
Education
Bachelor of Science -
Florida Agricultural And Mechanical University
Tallahassee, FL11-2018
Skills
- High quality customer service
- Active listener
- Problem solving
- Customer Retention Strategies
- Team work
- Partnership
- Empathy
- Proactive engagement
- Accountability
- Integrity
- Innovative
- Detail oriented
Timeline
Client Retention Specialist
Paychex Inc
04.2022 - Current
Employee Data Specialist
Paychex Inc
05.2019 - 04.2022
Bachelor of Science -
Florida Agricultural And Mechanical University
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