Summary
Overview
Work History
Education
Skills
References
References
Timeline
Generic

Diane Walker

Augusta,GA

Summary

Results-driven professional with a proven track record of managing diverse client portfolios and resolving complex customer issues. Consistently meets and surpasses performance targets through effective communication and problem-solving skills. Accomplished in team leadership, driving team success and customer satisfaction.

Overview

14
14
years of professional experience

Work History

Account Manager

Paychex Inc
03.2022 - Current
  • Managed a portfolio of 150 clients, ensuring accuracy and timeliness in service delivery.
  • Conducted audits on employee records to verify payroll data and deductions.
  • Assisted with year-end reporting by preparing W-2 forms and tax documentation.
  • Reconciled vendor invoices for benefit plans, emphasizing 401k contributions.
  • Processed garnishments, levies, child support orders, and voluntary deductions with precision.
  • Troubleshot payroll processing, import issues, and time and attendance discrepancies.

Small Business Account Manager

ADP
01.2018 - 02.2022
  • Troubleshot payroll and tax issues for SMB customers to maximize member utilization.
  • Facilitated onboarding and training for new clients, ensuring seamless execution and value realization.
  • Managed employee records efficiently, including new hires, terminations, and salary adjustments.
  • Provided customer service support regarding inquiries on paychecks, leave accruals, and benefits changes.
  • Reviewed time sheets and wage computations to identify and rectify payroll discrepancies.
  • Resolved payroll discrepancies in collaboration with employees and other departments.

Lead Customer Service Representative

All State
12.2015 - 12.2019
  • Interpreted insurance policies and clarified coverage details for clients.
  • Analyzed existing policies and recommended modifications to enhance client protection.
  • Demonstrated strong customer service skills in problem resolution and conflict management.
  • Conducted follow-ups with clients to assess satisfaction with services provided.
  • Maintained accurate records of policy changes and client information through effective organization.
  • Managed high-volume caseload, including new business sales and renewals efficiently.

Training Mentor

DIRECTV
01.2012 - 11.2015
  • Conducted workshops for up to 50 participants, enhancing collaboration and learning outcomes.
  • Guided mentees in skillset development, fostering independence and personal growth.
  • Executed assessments pre- and post-training to evaluate impact on participants’ development.
  • Delivered coaching sessions tailored to individual needs, improving employee skills and knowledge retention.
  • Provided constructive feedback to mentees, clarifying strengths and identifying areas for improvement.
  • Educated employees on optimal use of products and systems, increasing operational efficiency.
  • Facilitated coaching that empowered mentees towards achieving self-sufficiency.
  • Developed training materials suitable for varying employee skill levels.

Education

High School Diploma -

Burke County High School
Waynesboro, GA
06-1998

Skills

Conflict resolution

  • Problem solving
  • Account management
  • Customer service and satisfaction
  • Team collaboration
  • Relationship management
  • Computer proficiency
  • Leadership effectiveness
  • Microsoft Excel expertise

References

References available upon request

References

References available upon request.

Timeline

Account Manager

Paychex Inc
03.2022 - Current

Small Business Account Manager

ADP
01.2018 - 02.2022

Lead Customer Service Representative

All State
12.2015 - 12.2019

Training Mentor

DIRECTV
01.2012 - 11.2015

High School Diploma -

Burke County High School

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