Malissa Panton
North Chili
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
Work History
Project Team Specialist - Time & Attendance
Paychex Inc
08.2024 - Current
- Maintained open communication by presenting regular updates on project status to customers.
- Provides expert support to clients using Paychex TAA solutions, addressing inquiries and resolving issues related to time tracking, payroll integration, and system functionality.
- Conducts training sessions for administrators helping them understand advanced system features and best practices for time tracking, scheduling and reporting.
- Supports clients in advanced configuration within site to meet their needs.
- Collaborates with other teams, such and implementation specialists, account managers and sales to ensure client satisfaction and seamless service delivery
- Stay updated on new features, product enhancements, and industry regulations by state to provide clients with the most current information and solutions
Service Representative - Time & Attendance
Paychex Inc
06.2022 - 08.2024
- Delivered quality service to Paychex clients via phone, email, chat, and other avenues
- Followed up on outstanding items to issue completion in compliance with established Service Level Agreements
- Used systems and software packages, which included HRIS, Salesforce, Flex, Core Advanced, and ORS
- Developed and maintained a basic working knowledge of one or more Paychex products
- Performs data input, maintaining strong prioritization and organization
- Documents all client interactions
Title Clerk
Marina Dodge Chrysler Jeep
06.2021 - 04.2022
- Processed registrations and transferring titles
- Managed title records
- Break down deals to send proper documents to the banks
- File all wholesales
Medical Outreach Specialist
eHealth Technologies
01.2021 - 05.2021
- Provided effective & efficient support to Transplant, Dental, and Mental Health accounts
- Made follow up calls, obtained patient authorizations, processed demos, took inbound calls, and processed aged cases
- Proactively monitored request activity and took necessary actions to avert potential customer service issues
- Ensured customer requests are processed in a timely and HIPAA compliant manner maintaining appropriate documentation
Sr. Administrative Appeals
Maximus Federal Services
01.2020 - 04.2020
- Audited physician appeals for accuracy to determine HP-1 eligibility
- Audited court documents, notice of decisions, and Section 32 documents to determine eligibility outcomes
- Served as department subject matter expert to assist and train Level 1 Administrative Appeals representatives
Customer Service Billing and Patient Accounts
Rochester Regional Health
09.2018 - 08.2019
- Assisted patients with hospital invoices and insurance claims
- Partnered with insurance companies for medical billing related issues
- Answered phone calls and emails to assist with general customer service inquiries
Head Cashier
Home Depot
03.2018 - 01.2019
- Received payment by cash, check, credit cards, and vouchers
- Issued receipts, refunds, credits, or change due to customers
- Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
Implementation Coordinator - Time & Attendance
Paychex, Inc.
09.2016 - 03.2018
- Assisted clients with implementing a new time and attendance website to allow employees record hours for payroll
- Facilitated client training, site building, and weekly meeting to ensure implementation is following desired timelines
- Established and maintained relationships with internal partners and sales partners to ensure client satisfaction
Sr. 401(k) Client Service Advisor
Paychex, Inc.
04.2013 - 09.2016
- Answered client questions through email and a high-paced call center environment
- Educated clients and participants about 401(k) retirement plans to meet compliance regulations given by the IRS and ERISA
- Mentored new hires to become more efficient in their role
- Handled and responded to client escalations to rebuild their confidence
Customer Service Representative
Xerox
05.2012 - 01.2013
- Assisted Verizon Wireless clients in a high paced inbound call center environment
- Provided technical and billing support to clients
Teller
Loomis
11.2011 - 05.2012
- Counted cash to ensure accuracy of client deposits
- Ensured correct cash amounts were deposited into the proper accounts
Customer Service Representative
ADT Security Services, LLC.
12.2010 - 09.2011
- Answered nationwide incoming calls regarding home and business alarm systems
- Provided troubleshooting assistance to customers
- Connected with appropriate jurisdictions to ensure the safety of customers
Education
High School Diploma -
Edison Tech High School
Rochester, NY06.2009
Skills
- Microsoft Word
- PowerPoint
- Excel
- Citrix
- Salesforce
- WebOrs
- HRIS
- Oracle
Timeline
Project Team Specialist - Time & Attendance
Paychex Inc
08.2024 - Current
Service Representative - Time & Attendance
Paychex Inc
06.2022 - 08.2024
Title Clerk
Marina Dodge Chrysler Jeep
06.2021 - 04.2022
Medical Outreach Specialist
eHealth Technologies
01.2021 - 05.2021
Sr. Administrative Appeals
Maximus Federal Services
01.2020 - 04.2020
Customer Service Billing and Patient Accounts
Rochester Regional Health
09.2018 - 08.2019
Head Cashier
Home Depot
03.2018 - 01.2019
Implementation Coordinator - Time & Attendance
Paychex, Inc.
09.2016 - 03.2018
Sr. 401(k) Client Service Advisor
Paychex, Inc.
04.2013 - 09.2016
Customer Service Representative
Xerox
05.2012 - 01.2013
Teller
Loomis
11.2011 - 05.2012
Customer Service Representative
ADT Security Services, LLC.
12.2010 - 09.2011
High School Diploma -
Edison Tech High School
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