Jordyn Richardson

Provide expert payroll, tax, and HR support to small and medium-sized businesses while delivering an exceptional customer experience across multiple communication channels.

Key Contributions

• Delivered phone, chat, and email support for 100+ business clients on payroll processing, tax compliance, HR administration, and software functionality.

• Troubleshoot complex multi-state payroll issues, payroll taxes, wage garnishments, benefits configuration, and compliance requirements.

• Generate payroll and tax reporting while consistently exceeding customer satisfaction and quality performance expectations.

• Selected for Gusto's specialized Client Retention Team to recover at-risk accounts, resolve escalated concerns, and strengthen long-term customer relationships.

• Generated payroll and tax reporting, consistently exceeding customer satisfaction and quality performance benchmarks.

• Identified opportunities to enhance customer adoption and maximize long-term account value.

• Led full-cycle recruiting, enhancing candidate experience from sourcing to onboarding.
• Coordinated interviews, candidate communications, and scheduling, ensuring thorough hiring documentation.
• Ensured accurate payroll processing by addressing and rectifying discrepancies in employee data, client billing, and employee onboarding.
• Cultivated strong relationships with candidates and business clients to achieve hiring objectives.

• Implemented employee feedback mechanisms to improve engagement and retention strategies across departments.
• Facilitated conflict resolution sessions, promoting positive workplace relationships and enhancing team dynamics.
• Streamlined HR administrative tasks, increasing operational efficiency and reducing processing times for HR inquiries.
• Managed employee onboarding processes, ensuring compliance with company policies and local regulations.
• Managed Employees LOA and PFML as well as reviewed all claims with documentation.

• Coordinated recruiting, interviewing, hiring events, onboarding, and orientation to streamline new hire integration.
• Managed background checks, I-9 verification, W-4 documentation, and new hire paperwork to ensure compliance and efficiency.
• Facilitated employee engagement initiatives to enhance workplace morale and collaboration.

• Facilitated resolution of medical claims, billing, and coding,
• Provided customer support while ensuring confidentiality and compliance with HIPAA standards.
• Facilitated member inquiries regarding healthcare benefits and services.

• Handled complex customer escalations via phone and email, ensuring timely resolution and customer trust.
• Resolved subscription, payment, order, and account issues, enhancing customer satisfaction and retention.
• Cultivated customer loyalty through effective conflict resolution and proactive relationship management.

• Surpassed individual sales goals by implementing consultative selling techniques.
• Guided customers in financing options, product education, merchandising, and appointment scheduling to enhance their purchasing experience.
• Cultivated long-term customer relationships, resulting in increased repeat business.
• Spearheaded community outreach initiatives to build brand loyalty and strengthen local partnerships, boosting foot traffic.
• Managed inventory levels to ensure stock availability, reducing order delays and enhancing customer satisfaction.