Michelle McElwain
Yaphank
Summary
Results-driven professional with 40 years of experience in the payroll industry. Proven expertise in monitoring performance metrics and leading teams to enhance service delivery. Strong focus on building stakeholder partnerships to meet client objectives.
Overview
43
43
years of professional experience
Work History
Client Service Manager
Paychex Inc
Rochester
09.2012 - Current
- Manage team of 10 Client Service Supervisors remotely across the country
- Coordinated cross-functional teams to address client needs and streamline service delivery.
- Evaluated performance metrics to identify areas for improvement in client service operations.
- Supported client retention initiatives by developing personalized service plans based on feedback.
- Strengthened partnerships with key stakeholders to align service delivery with client objectives.
- Monitored team performance metrics against established goals for client service delivery.
- Leveraged CRM to maintain assigned accounts and activities.
- Led a digital adoption initiative to increase our client's digital footprint.
- Led the team through the sunset of the Preview software transition to Flex software for internal and external partners.
Client Service Supervisor
Paychex Inc
Rochester
03.2008 - Current
- Supervise a team of 10 payroll specialists.
- Monitored changes in state and federal tax laws to ensure compliance with government regulations.
- Resolved complex payroll issues promptly by researching discrepancies and collaborating with other departments as needed.
- Recruit, hire, and evaluate performance to drive service excellence.
- Resolve client concerns regarding products, services, or personnel.
- Processed and monitored sick pay, vacation pay, and other leave entitlements accurately.
- Delegated work to staff, setting priorities and goals.
Payroll Specialist
Paychex Inc
Rochester
11.1982 - Current
- Input payroll for a book of 350 clients.
- Ensure compliance with multi-state payroll setup.
- Resolved discrepancies and amended tax returns based on client direction.
- Implemented multiple software updates.
- Maintain client satisfaction and a high client retention rate year over year.
Education
High School Diploma -
Lindenhurst High School
Lindenhurst, NYSkills
- CRM utilization
- Digital adoption strategies
- Service excellence
- Problem solving
- Cross-functional coordination
- Problem-solving abilities
- Adaptability
- Customer service
Timeline
Client Service Manager
Paychex Inc
09.2012 - Current
Client Service Supervisor
Paychex Inc
03.2008 - Current
Payroll Specialist
Paychex Inc
11.1982 - Current
High School Diploma -
Lindenhurst High School