Jamie Wickliffe
Baton Rouge,LA
Summary
Accomplished in enhancing customer experiences and payroll management, I leveraged my expertise in Microsoft 360 and problem-solving at Hancock Whitney Bank to significantly improve first call resolution rates. My adeptness in HRIS and proactive approach in client support at Paychex Inc underline my ability to deliver impactful results and foster trusted client relationships.
Overview
6
6
years of professional experience
Work History
Contact Center Representative
Hancock Whitney Bank
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Senior Payroll Specialist
Paychex Inc
2018.12 - Current
- Support inbound call queue handling client calls to process and enter payroll and tax information and answer questions for clients in multiple states.
- Learn and maintain knowledge of the payroll processing system, wage and tax laws to develop a trusted relationship with our clients.
- Provide online support, troubleshooting and handle escalations.
Education
Bachelor Of Science - Accounting
Southern New Hampshire University
Manchester, NHSkills
- Handling high call volume
- First call resolution
- Microsoft 360 (Word, Excel, PDF, Outlook)
- HRIS
- Cisco (CoreAdvanced)
- Managing customer inquiries and issues
- Building trusted client relationships
Timeline
Senior Payroll Specialist
Paychex Inc
2018.12 - Current
Contact Center Representative
Hancock Whitney Bank
Bachelor Of Science - Accounting
Southern New Hampshire University