Janet Fairfield
Casselberry,FL
Summary
Dynamic Implementation Consultant with a proven track record at Paylocity, excelling in client onboarding and system integration. Adept at managing multiple accounts while delivering high customer satisfaction and implementing effective payroll solutions. Strong leadership and problem-solving skills drive successful project outcomes and foster cross-functional collaboration.
Overview
20
20
years of professional experience
Work History
Implementation Consultant
Paylocity
Lake Mary
06.2024 - Current
- Implemented new client accounts
- Collaborated with cross-functional teams to ensure seamless integration of new systems and processes
- Created and set up new client accounts, with priority to meet payroll deadlines
- Balanced and error corrected accounts
- Walked client through payroll tool and account management
- Conducted first and second payroll calls, via zoom invites
- Managed between 30 to 50 client accounts at a time
- Imported and balanced prior taxes and wage for the fiscal year, from previous providers
- Import employee information: including direct deposits, withholding, deductions and 401k
- Implemented time off policies per client current handbook regulations
- Implemented and enabled special ancillary for various department
Account Manager
ADP
Orlando, FL
09.2021 - 05.2024
- Answering incoming calls and assisting them resolve payroll issues
- Processing amendments
- Partnering with clients to walking them through difficult processes in Workforce Now
- Continuously educating my clients on best practices and procedures
- Providing relevant tools to co-workers that need assistance with ADP processes
- Facilitation during team meetings team meetings with organization skills and how to use One note
- Subject Master expert on the team
- Head of the Team Engagement committee with team Anniversaries, Birthdays, and transitions
- Consistently supporting team unity and high morale on the team
- Worked on high escalated cases and provided consistent support until resolution
- Maintain book of 35 Clients as an Account Manager
- Reviewed accounts and conducted weekly meetings with clients
- High NPS and AM survey scores consistently
- Scheduling weekly / bi-weekly / meetings with my clients to review and resolve open items
- Maintain ongoing issues with timely emails to my clients on difficult issues that take time and resetting expectations on next steps
Client Services Representative I & II
ADP
Orlando, FL
09.2021 - 02.2023
- Answered incoming calls and assisted them with resolving payroll issues
- Assisted client with processing amendments
- Partnered with clients to walked them through difficult processes Workforce Now
- Educated client with processes and procedures
- Provided Clients with the steps on how to resolve issues and using the resources available to them
- Assisted the Loyalty team with clients transitioning from other platforms with ADP
- Mentored New Hires during OJL
- Provided tools to co-workers that need assistance
- Facilitated during team meetings with organization skills and how to use One note
- Subject Master expert on the team
- Head of the Team Engagement committee with team Anniversaries, Birthdays, and transitions
- Consistently supporting team unity and high morale on the team
- Worked on high escalated cases and provided consistent support until resolution
- Maintained book of 35 Clients as an Account Manager
- Reviewed accounts and conducted weekly meetings with clients
- High NPS and AM survey scores consistently
- Mentored new representatives on best practices
Research Remediation Representative
Wells Fargo
Orlando, FL
12.2020 - 06.2021
- Addressed escalated complaints
- Reviewed history and open issues
- Trained new representatives of organization of research
- Routed to proper departments for resolution
- Provided best practices and tools to resolve issues
- Provided resolution through correspondence
- Used soft skills and empathy with customers on incoming and outgoing calls
- Maintained spreadsheets and tools to retain changing processes and procedures
- Exceeded goals on a consistent basis
Customer Service Supervisor (CSS)
Wesco Aircraft
Orlando, FL
02.2019 - 04.2019
- Managed team on contracted accounts with shipments and delivery schedules
- Expedited shipments, taught email, and customer service skills
- One on one, payroll, hiring and corrective action including termination
Customer Service Retentions Manager
Rise Broadband
04.2016 - 06.2018
- Help with inbound callers with billing and service issues
- Performed 80 to 100 Q A calls for entire call center, and coached employees with steps on how to improve their scores
- Provided training and coaching for best practices, call flow and processes to employees
- Organized and provided feedback to upper management regarding current trends
- Implemented strategic steps and goals to address resolutions to ongoing issues
- Managed Retentions Team provided coaching and tools on call resolution and retention
- Provide weekly statistics
- One on one coaching and provided KPI's for each individual employees' performance reviews
- Created and trained steps for one call resolution, and how to de-escalate customers
Customer Support Team Leader
Constant Contact
Leader, CO
10.2011 - 07.2015
- Conducted analysis to address AHT, and Quality which led to lower handle times, and one call resolution
- Successfully managed the activities of thirteen team members
- Managed and mentored an average of 20-50 new customer service representatives per year
- Monitored the daily activities of twelve customer support teams
- Developed, implemented, and monitored programs to maximize customer satisfaction
- Monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Improved service quality and improved soft skills by developing a strong knowledge of company's products and services
- Interviewed, hired, and trained new quality customer service representatives
- Provided detailed weekly and monthly departmental reports and updates to senior management
- Addressed negative and positive customer feedback and metrics with employees
- Provided an elevated level of product and leadership support to representatives
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Implemented goals and plans of action to improve areas that needed improvement with representatives to help them succeed
- Effectively communicated with team members to maintain clearly defined expectations
- Resolved customer questions, complaints, and issues
- Developed rapport with the customer base by managing difficult issues with professionalism
- Recommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department
- Generated and distributed daily reports and order acknowledgments to appropriate personnel
- Managed payroll and time and attendance systems for my team
- Monitored vacation accrual
- Processed termination
Customer Service Representative
Constant Contact
10.2011 - 05.2013
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified periods
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records
- Developed effective relationships with all call center departments through clear communication
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Achieved customer satisfaction rating of 98% within 12 months, exceeding corporate target
- Implemented changes to customer service program, resulting in 15% higher customer satisfaction ratings
- Assisted with the development of the call center's operations, quality, and training processes
- Led a team of customer service representatives to increase service center profitability by improving soft skills and customer engagement
- Facilitated information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee call center objectives are achieved
Custom Personalization Manager
Party City
Colorado Springs, CO
08.2010 - 07.2011
- Monitored customer preferences to determine focus of sales efforts
- Resolved an average of 1-5 customer complaints per month for sales and service
- Generated monthly and annual sales reports
- Created and directed sales team training and development programs
- Resolved customer complaints by exchanging merchandise, refunds, and bill adjustments
- Shared product knowledge with customers while making personal recommendations
- Created, advised, and sold average of $5,000 monthly for Wedding and Special occasion printing
Customer Service Representative
Deluxe Corporation
Colorado Springs, CO
06.2005 - 03.2010
- Demonstrated mastery of customer service call script within specified time Addressed customer service inquiries in a timely and accurate fashion
- Developed effective relationships with all call center departments through clear communication
- Facilitated information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee call center objectives were met
- Led a team of customer service representatives to increase service center profitability
- Properly directed inbound calls in phone queues to improve call flow
- Achieved customer satisfaction rating of 97% within 12 months, exceeding corporate target
- Provided cross training to staff members
- Developed process improvements to enhance efficiency and effectiveness of interdepartment call center operations
- Facilitated information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee call objectives are achieved
- Properly directed inbound calls in phone queues to improve call flow
Education
Front Range Community College
Fort Collins, CO06.1997
Skills
- Management
- Payroll administration
- Client onboarding
- System integration
- Account management
- Data importation
- Time off policies
- Customer service
- Cross-functional collaboration
- Process improvement
- Employee training
- Team building
- Effective communication
- Attention to detail
- Project management
- Training procedure implementation
- Resource management planning
- Issue resolution
- Multitasking Abilities
- Customer support
- Problem solving
- Communication
- Leadership
References
References available upon request.
Timeline
Implementation Consultant
Paylocity
06.2024 - Current
Account Manager
ADP
09.2021 - 05.2024
Client Services Representative I & II
ADP
09.2021 - 02.2023
Research Remediation Representative
Wells Fargo
12.2020 - 06.2021
Customer Service Supervisor (CSS)
Wesco Aircraft
02.2019 - 04.2019
Customer Service Retentions Manager
Rise Broadband
04.2016 - 06.2018
Customer Support Team Leader
Constant Contact
10.2011 - 07.2015
Customer Service Representative
Constant Contact
10.2011 - 05.2013
Custom Personalization Manager
Party City
08.2010 - 07.2011
Customer Service Representative
Deluxe Corporation
06.2005 - 03.2010
Front Range Community College
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