Mitchell Abrams
Saint Petersburg
Summary
Dynamic professional with a robust background in customer service and financial services, honed at leading companies such as Paychex, Inc. Expertise in fraud detection and payroll processing drives efficiency and accuracy in operations. Proven track record of proactive account management and exceptional communication skills consistently enhances client satisfaction and retention. Skilled at navigating complex state regulations, ensuring compliance while fostering trust and long-term relationships with clients.
Overview
26
26
years of professional experience
Work History
Branch Services Cash Program Support Role
Raymond James / TEKsystems, Inc.
06.2025 - Current
- Reviews and approve client requests to transfer accounts to and from contra firms
- Routinely make phone calls to the contra firms regarding status of transfers
- Screens incoming or outgoing client requests and verify all necessary legal documentation that accompanies the client signed documents
- Scrutinizes information contained in all types of transfer forms and letters of authorization
- Maintains detailed records/notes to ensure all client requests are completed within regulated time allotment
- Reconciles client accounts accurately
- Effectively creates and distributes client correspondence
- Assist management to improve department productivity through participation in unit meetings, ongoing training and self-development
- Answers mail, phone calls and email inquiries with exemplary Service 1st professionalism
- Performs general clerical activities, including faxing, copying and filing
- Assists other areas of the department with various functions when volume is high and/or staffing levels are low
- Performs other duties and responsibilities as assigned
Payroll Specialist
Paychex, Inc.
03.2024 - 04.2025
- Under a significant level of guidance and direction, provides customer service for one Paychex product
- Uses prescribed guidelines to ensure good customer relations are maintained and customer claims and complaints are resolved fairly, effectively, and in accordance with Paychex policies and procedures
- Support inbound call queue handling client calls to process payroll, enter payroll and tax information and answer questions for clients in multiple states
- Learn and maintain knowledge of the payroll processing system, wage and tax laws to develop a trusted relationship with our clients
- Provide online support, troubleshooting and handle escalations
- Take initiative to elevate the client experience, quickly resolve situations and focus on one call resolution
- Prepared quarterly reports for government agencies such as 941s, W-2s, 1099s. Maintained up-to-date knowledge of relevant laws and regulations regarding wage and hour compliance.
- Enroll new hires and direct deposits
- Make sure clients appointments are met
- Make sure state regulations are followed
- Check in calls for products and make sure billing fits the need
- Assisted employees with payroll-related inquiries, providing clear and concise information.
- Oversaw payroll processing to comply with tax laws and court-ordered wage assignments and garnishments.
- Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
- Developed and implemented procedures to ensure accurate entry of payroll data into the system.
- Created payroll-related reports for pension plans, insurance, and other benefits. Maintained up-to-date payroll records by recording employee exemptions, transfers and resignations.
- Coordinated special programs and donation drives involving payroll deductions.
- Developed and maintained detailed payroll documentation and procedures guides.
- Upsells
- Billing explained and discounts applied
- Make sure documents are not outdated
Credit and Debit Fraud Specialist
Insight Global for PSCU
11.2021 - 01.2022
- Credit and Debit Fraud, Data Entry, Chargebacks, Closeouts, Visa Verification, Denial Letters
Life Insurance and Claims Specialist
Aerotek/TCS/TransAmerica
12.2017 - 01.2021
- TransAmerica - was our third-party client
- Handled inbound customer service calls for Life Insurance Policy Owners, Agents, Third Party Bank, Corporate Policies and Beneficiaries of Life Insurance Policy Holders
- Processed all maintenance and updates as needed
- Term, FFIUL, Whole Life and Universal Life
Customer Service Representative
Allstate Insurance via Kelly Services
08.2016 - 08.2017
- Responsibilities include handling inbound calls from customers that need roadside assistance
Customer Service Associate
Walgreens
11.2014 - 05.2016
- Responsible for cash register operations and customer service to merchandising, store inventory and maintaining store signage and displays
Banking Customer Service
FIS Global
08.2013 - 09.2014
- Handle a variety of customer request via 90+ inbound calls
- Money Transfers, Lost Debit Card, Loan Application, Balance Inquires and Opening Accounts
- Fraud Detection and coding
Customer Service
Vici Marketing
03.2013 - 07.2013
- Answer Inbound calls to update or cancel orders
- Skills Used: Computer, phone and credit card Billing
Customer Service Rep
HSN
01.2010 - 12.2010
- Take incoming calls for sales, returns and customer support
- Also answer Questions on Products and Descriptions
Vault Teller
Regions Bank
10.2007 - 10.2008
- Responsible for ordering and shipping of currency, provided quality service to business clients in drive through
- Run reports to make sure banks have funds on busy pay days
Credit Card Specialist
PNC Bank
10.2006 - 05.2007
- Provide excellent customer service on the telephone
- Responsible for: Payments, Loss Cards, Balance Transfers, Debit Card, Money Card and Merchant Verifications
- Credit and Debit Fraud
Transfer Agent
Franklin Templeton Investments
12.2005 - 07.2006
- Provide excellent customer service on a variety of telephone inquiries in a fast-paced, team-oriented, call center environment
- Research inquiries and provide appropriate feedback including company policies, IRS regulations and compliance requirements
- Discuss company fund information, current market conditions and industry regulations with clients
Assistant Manager
Walgreens
02.2005 - 01.2006
- Overseen the store overnight
- Stocked, Cashier and handled money for the store
- Managed employees so their tasks were complete before their shift ended
Account Manager
Ceridian
12.2002 - 02.2005
- Proactively manage and develop profitable, long-term relationships within an assigned base of accounts to achieve customer retention and customer satisfaction through highly responsive and accurate services for a client base
- Provide FSA knowledge to customers and their employees, including renewal and enrollment materials
Cashier/Stocker
Albertson's
02.2000 - 09.2002
- Required to handle customer at cash register
- Unload delivery truck
- Stock shelves after delivery and at store needs
Education
High School Diploma -
Kalamazoo Central
Kalamazoo06-1990
No Degree - Business Management
Upper Iowa University
Fayette, IA06-1991
No Degree - Business Management
Kalamazoo Valley C.C.
Kalamazoo, MI01.1992
Skills
- Fraud
- Banking
- Account Management
- Data entry
- Communication skills
- Financial services
- Payroll Processing
- State Regulations for Payroll
- Financial problem solving
- Telephone and email etiquette
- Benefits administration
- Transaction review
Timeline
Branch Services Cash Program Support Role
Raymond James / TEKsystems, Inc.
06.2025 - Current
Payroll Specialist
Paychex, Inc.
03.2024 - 04.2025
Credit and Debit Fraud Specialist
Insight Global for PSCU
11.2021 - 01.2022
Life Insurance and Claims Specialist
Aerotek/TCS/TransAmerica
12.2017 - 01.2021
Customer Service Representative
Allstate Insurance via Kelly Services
08.2016 - 08.2017
Customer Service Associate
Walgreens
11.2014 - 05.2016
Banking Customer Service
FIS Global
08.2013 - 09.2014
Customer Service
Vici Marketing
03.2013 - 07.2013
Customer Service Rep
HSN
01.2010 - 12.2010
Vault Teller
Regions Bank
10.2007 - 10.2008
Credit Card Specialist
PNC Bank
10.2006 - 05.2007
Transfer Agent
Franklin Templeton Investments
12.2005 - 07.2006
Assistant Manager
Walgreens
02.2005 - 01.2006
Account Manager
Ceridian
12.2002 - 02.2005
Cashier/Stocker
Albertson's
02.2000 - 09.2002
High School Diploma -
Kalamazoo Central
No Degree - Business Management
Upper Iowa University
No Degree - Business Management
Kalamazoo Valley C.C.