Lara Basom
Scottsdale,AZ
Overview
20
20
years of professional experience
Work History
Director Implementation and Service
Paychex Inc
Phoenix, AZ
06.2023 - Current
- Built a team supporting the digital company growth strategy for 180,000 clients, with a scope of upwards of 700 employees.
- Implemented successful business strategies to increase productivity, exceed financial goals, and improve the experience of customer interactions.
- Innovated ways to utilize AI to identify clients at risk and developed retention models to drive net client gain
Senior Manager, Dedicated Service Center
Paychex
Phoenix, AZ
12.2021 - Current
- Lead a team supporting 42,000 customers in the digital SMB space comprised of 4 managers, 15 supervisors, and 200 employees.
- Implemented the Onboarding Excellence program to re-imagine how we attract and onboard external hires for our digital service organization.
- Developed short- and long-term strategic plans based on data and insights to further company vision.
Senior Implementation Manager
Paychex
Phoenix, AZ
02.2019 - 11.2021
- Improved Client Satisfaction Net Promoter Scores from 20.3 in FY19 to the top performing Area in NCO in FY21 at 55.2 YTD
- Partner with sales to effectively onboard 30,062 SMB clients YTD FY21
- Created employee onboarding program Improving retention from 17% in FY19 to 4.9% in FY20 while leading NCO in internal promotions
- Service sponsor for Ecommerce design and execution
Interim Senior Manager for Benetrac
Paychex
Phoenix, AZ
12.2020 - 07.2021
- Support coverage for 86 staff members including 2 levels of leadership
- Restructured the leadership organization, created and instituted a leadership development program for both supervisors and managers
- Redefined client health check program to improve client retention
District Sales Manager
Paychex
06.2014 - 02.2019
- Recruited, trained and rebuilt 2 sales districts
- Selected by Director to onboard new DSMs within the Zone
- Achieved corporate sales objectives by creating, implementing and updating strategic sales approaches
- Worked with peer managers to identify areas of opportunity and develop shared objectives across product lines
SMB Sales Representative
Paychex
Portland, OR
08.2009 - 05.2014
- Established referring relationships with CPAs, insurance agents, Realtors, clients, bookkeepers and other business professionals
- Sold and collaborated with sales partners to provide payroll, time keeping solutions, 401K, insurance and HR solutions to businesses
- Utilize a needs based sales approach meeting with decision makers for sales opportunities
Branch Manager
Enterprise Rent-A-Car
Portland, OR
08.2005 - 05.2009
- Maximized branch revenue by optimizing daily operations leading to highest operating profit in branch history
- Created and trained staff on new systems to increase overall customer satisfaction to award winning levels
- Trained assistant managers on how to create an effective sales culture to increase profitability
Education
Bachelor of Arts - Major Biology, Minor Chemistry
Willamette University
Salem, OR05.2003
Skills
- Agile in fast paced environment
- Process redesign & change management
- Team building & leadership development
- Drive efficiency through innovation
- Forward thinker
- Ability to drive results
- Relationship Management
- Cross functional expertise in Sales & Operations
Accomplishments
Memberships and Development:
- Founded Women in Leadership Phoenix
- Women in Leadership Paychex
- Bridge Sponsor
- LEAD program
- Lead Implementation Supervisor Council for HiPo CSS's
- 2017-2019 Lead Zone Leadership Council for Zone 16
Results and Accolades:
- 2021 - #1 in NCO for Net Promoter Score and Perfect First Payroll
- FY20 - Most improved Area in Net Promoter Score in NCO
- FY17 - Top 25 Sales District
- FY15 - #1 SMB Sales Representative in Oregon in unit and revenue production
- FY 14 & FY15 - Circle of Excellence Achiever
- 2008 Enterprise National Exceptional Achievement Award Highest Growth in Fleet at 40%
Timeline
Director Implementation and Service
Paychex Inc
06.2023 - Current
Senior Manager, Dedicated Service Center
Paychex
12.2021 - Current
Interim Senior Manager for Benetrac
Paychex
12.2020 - 07.2021
Senior Implementation Manager
Paychex
02.2019 - 11.2021
District Sales Manager
Paychex
06.2014 - 02.2019
SMB Sales Representative
Paychex
08.2009 - 05.2014
Branch Manager
Enterprise Rent-A-Car
08.2005 - 05.2009
Bachelor of Arts - Major Biology, Minor Chemistry
Willamette University