Summary
Overview
Work History
Skills
Work Availability
Timeline
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Lisanette Serrano

Lisanette Serrano

Client Service
Lake Worth,FL

Summary

Work independently and part of a team in the service industry from hotels to retirement savings plan leading a team for 20+ years. Great customer service skills in achieving results and client retention. Mentor and coach a team of 6 to 9 direct reports and indirectly for the service team of just over 20 employees with a management style of Laissez-faire.

Overview

36
36
years of professional experience

Work History

Sr. Client Service Manager

ADP TotalSource
01.2011 - Current
  • Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
  • Designed metrics to support customer and market-driven culture and address company priorities.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
  • Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff.
  • Managed existing and developed new client relationships, identifying risk and growth opportunities.
  • Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Fostered productive work environment and optimized morale by recognizing and rewarding actions that best served clients and objectives.
  • Established performance and service goals and held associates accountable for individual performance.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Developed customizable reporting tools and dashboards to generate client, revenue and internal intelligence reports.
  • Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
  • Developed new employees and on-going performance assessment of current employees

Team Lead, Client Service Manager

ADP TotalSource
01.2001 - Current
  • Senior 401(k) Specialist 401(, Manage 401(k) Specialists assigned to clients and work as liaison with recordkeeper on day-to-day complex issues
  • Coach and counsel 401(k) Specialists and 401(k) Representative in handling task, client, or participant matters
  • Handle until resolution of escalated issues with clients and internal partners
  • Actively interact with several groups at record-keeper from day-to-day operations, ERISA Services, as well as client terminations for complex issues, processes, compliance testing and strategic planning for enhancements
  • Identify trends, collaborate, and strategize with teams (both internal and external)
  • Developed processes for MEP terminations and compliance testing
  • Review regulations, plan documents, contracts, policies as well as consult with legal counsel when needed
  • Oversee and manage interim and annual compliance test to ensure completion of all work queue items to complete testing for 5,200 adopting employers and 60K plus participants
  • Reduced 5330 penalties year after year
  • Track productivity for various projects as well as disseminate work amongst team as needed
  • Manage deconversion and plan termination process, review anomaly inquiries as well as provide final approval on plan terminations
  • Interview and train new hires including on-going training as needed
  • Monitor call flow queue, retrieve reports and call statistics
  • Track and help manage various work tools such as clarify, Salesforce, task manager and testing queue
  • Assess and assign clients to 401(k) Specialists
  • Review each 401(k) Specialists client base and realign their book of business accordingly to markets needs
  • Attend various weekly management calls as well as quarterly meetings for future planning and goals
  • Review adjustments required as well as approve check request
  • Serve as the Plan Executive's back up as well as keep management abreast of trends
  • Involved with a committee of seven members of a team for 18 months transition to a new record-keeper for development processes and strategic transition
  • Implement an internal strategic process for new clients adopting the 401(k) Plan (Multiple Employer Plan)
  • Consulted clients on plan design and participation
  • Maintain a high consistency for client service recognition with the largest client base ranging in the mid 300's
  • Conduct 401(k) training for associates preparing for the Certified Payroll Professional (CPP)
  • Lead and participate in several projects to enhance processes
  • Assist with setting up the 401(k) sections for the Collaboration site
  • Assist 401(k) Specialists with complex questions on compliance test and best practices to service clients
  • Train new hires Human Resource Business Partners and Implementation Consultants in the SE region on the Multiple Employer Plan process
  • Research, resolve, and communicate discrepancies with 401(k) compensation and contributions to third party administrator, Division 401(k) and as well as with clients
  • Liaison between SE region, Division 401(k), record-keeper, third party administrator, clients and Employee Service Center
  • Collaborate with key employees and managers to develop the pilot of the sales desk for new business implementation process

Human Resource Manager

Hotel Nikko USA Inc
01.1987 - 01.2000
  • Involved with writing Policies and Procedures for Corporate office of approximately 50 employees and five hotels in North America
  • Managed Employee Relations including investigations up to and including written warnings and terminations
  • Kept employment records from performance to attendance
  • Coached and trained in some facets business
  • Coordinated and ensured training was conducted
  • Interviewed and hired employees
  • Some experience with union negotiations and investigations
  • Liaison with attorney and international office to obtain J-1, L-1 and K-1 visas
  • Plan Administrator for retirement savings plan as well as part of small team to consolidate 5 plans into one plan
  • Responsible for budget of three departments

Skills

  • Peoplesoft, Salesforce, Workforce Now, PowerPoint, HRIS, Excel
  • Budgeting and Resource Management
  • Managing Deadlines
  • Managing Employee Relations
  • Negotiation and Conflict Resolution
  • Management Reporting
  • Budget Administration
  • Employee Coaching and Mentoring
  • Business Analysis
  • Cross-Functional Communication
  • Cross-Functional Collaboration
  • Benefits and Compensation Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sr. Client Service Manager

ADP TotalSource
01.2011 - Current

Team Lead, Client Service Manager

ADP TotalSource
01.2001 - Current

Human Resource Manager

Hotel Nikko USA Inc
01.1987 - 01.2000

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Lisanette SerranoClient Service