Misti Thornton
Apple Valley,CA
Summary
Experienced HCM Service Leader bringing 27 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Experienced as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, inquiries and complaints to develop rapid solutions.
Overview
16
16
years of professional experience
Work History
Customer Support Manager
PrimePay LLC
10.2019 - Current
- Oversee daily operations in support of Enterprise clients, with multi-state payroll and HR, Benefits Administration, and TLM modules
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Work with C levels to build and maintain strong B2B relationships
- Developed customized support solutions for high-value clients, securing long-term partnerships.
Sr. Client Support Specialist
IOI Payroll Services Inc.
08.2007 - 10.2019
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
- Coordinated all aspects of the implementation project to accurately implement companies ranging from 1 employee to 5,000 employees in a variety of industries.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Conducted instructor led training sessions of web based HCM systems
- Supported Customer Service teams with custom requests and technical enhancement of company's proprietary software
- Assisted Development team with QA testing and execution of custom programming
- Assessed multi-jurisdiction taxation scenarios and accurately execute proper set up procedures.
- Mentored junior team members, fostering a positive work environment and promoting knowledge sharing.
- Managed complex client escalations with professionalism and diplomacy, resulting in preserved relationships and retained business.
Education
Bachelor of Science, Business Administration -
Victor Valley College
Victorville, CA05.2025
Skills
- Inter-Department Collaboration
- Proficient in Microsoft Office Suite
- Research and Due Diligence
- Training and Mentoring
- Account Management
- Technical proficiency
- Task prioritization
- Excellent communication
Timeline
Customer Support Manager
PrimePay LLC
10.2019 - Current
Sr. Client Support Specialist
IOI Payroll Services Inc.
08.2007 - 10.2019
Bachelor of Science, Business Administration -
Victor Valley College
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