Phil Munson
Rochester
Summary
Skilled Implementation Consultant with comprehensive background in business process analysis, project management, and solution design. Strong ability to translate complex requirements into actionable strategies, ensuring seamless software integration. Noted for creating innovative solutions that increase efficiency and improve business functionality. Past roles demonstrate significant impact on operational enhancement through successful system implementations.
Overview
15
15
years of professional experience
Work History
Implementation Consultant
Paycor
Columbus
12.2022 - 04.2025
- Designed and conducted hardware or software systems testing.
- Managed project timelines to ensure on-time and within-budget delivery of technology solutions.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
- Facilitated user training sessions and workshops to ensure successful software adoption.
- Developed and maintained project documentation, including implementation plans and user guides.
- Provided guidance on system design decisions which included recommending hardware configurations.
- Implemented and configured software solutions according to project specifications.
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Prepared status reports for customers detailing the current state of their implementations.
- Implemented changes requested by customers within established timelines while maintaining high standards of quality.
Multi-Product Flextime Implementation Coordinator
Paychex Inc.
Rochester
08.2021 - 12.2022
- Guiding clients through the implementation process from.
- Managing a steady book of business. This includes project management based on the client's needs.
- Building relationships with internal partners and managers to make sure we meet client expectations.
- Cultivates strong relationships with clients and internal and external partners to deliver quality service.
- Proactively identifies opportunities to enhance clients' service experience.
- Maintains an advanced working knowledge of multiple products, as well as industry policies and procedures.
- Identifies and implements opportunities for process improvements.
- Demonstrates advanced skill level with systems and software packages, which may include HRIS, and Salesforce.
- Serves as a mentor for less experienced teammates.
- Documents all interactions and uses the information to improve service.
- Scheduled meetings with stakeholders involved in the project to review progress updates.
- Updated project plans based on changing objectives, specifications, and staff availability.
- Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
- Collaborated with internal teams to ensure proper integration of different components.
Field Support Representative for High Revenue Clients
Paychex Inc.
Rochester
01.2020 - 08.2021
- Supporting client post-graduation from Implementation.
- Problem solving on a case by case basis by using Salesforce to help streamline the workflow.
- Queue calls for immediate support.
- Projects for complex situations based on client need. Such as payroll mapping, imports, organization units that connect to the client's payroll, as well as time off policy projects.
- Partnering with the Human Resource Generalist and Payroll on the complex situations that connect to payroll and bookkeeping.
- Mentored junior team members and managed employee relationships.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Collaborated with other departments on projects related to field support services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Communicated with vendors, upper management, and peers.
Online Services Implementation Coordinator
Paychex Inc.
Rochester
01.2018 - 01.2020
- Guiding clients through the implementation process from welcome call until they are moved onto support.
- Support client during implementation on scheduled appointments.
- Managing a steady book of business around 25-50 clients. Highest amount would 75 clients. This includes project management based on the clients needs.
- Building relationships with internal partners and managers to make sure we meet client expectations.
- Working relationships with payroll and our billing partners to ensure the client experience is excellent.
- Maintained records of communication between team members throughout the implementation process.
Online Services Operations Specialist
Paychex Inc.
Rochester
01.2016 - 01.2018
- Complete time and attendance orders from sales to being the implementation process. Helps in processing 50 to 60 orders on average a week.
- Processes requests in billing, RMA (hardware), and reload queues. Researches ongoing billing issues and previous audits.
- Collaborates with peers to resolve complex client billing issues or internal department process.
- Uses Access to organize audit spreadsheets in regard to clients clock non-return fee's and non-payments fee's.
- Partnered on a Mass Project with Time and Attendance management in bringing knowledge of credit adjustments to the floor.
- Collaborated to help build better salesforce communication with sales and the billing department, while partnering with the analyst team with in our department.
- Managed daily operational tasks to ensure company efficiency and productivity.
- Maintained positive working relationship with fellow staff and management.
Customer Service Specialist (CSS)
eHealth Technologies, Inc.
Rochester
01.2015 - 01.2016
- Provided customer service support in busy call center environment for medical providers and patients.
- Build strong relationships with medical providers and patients; assisted in resolving complex issues to drive customer loyalty.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
Customer Service Representative
Wegmans Food Market
Rochester
10.2010 - 01.2015
- Provided exception face to face customer service with customers, employees, managers.
- Proved flexibility in relocating from Rochester to Maryland based on company needs.
- Experience in production rotation, inventory management and load service.
Education
B.S. - Communications
Buffalo State University
01.2014
Skills
- Project management
- System testing
- Client training
- Process improvement
- Salesforce administration
- Customer relationship management
- Problem solving
- Stakeholder communication
- Team collaboration
- Time management
- Software and hardware implementation
References
Available Upon Request
Timeline
Implementation Consultant
Paycor
12.2022 - 04.2025
Multi-Product Flextime Implementation Coordinator
Paychex Inc.
08.2021 - 12.2022
Field Support Representative for High Revenue Clients
Paychex Inc.
01.2020 - 08.2021
Online Services Implementation Coordinator
Paychex Inc.
01.2018 - 01.2020
Online Services Operations Specialist
Paychex Inc.
01.2016 - 01.2018
Customer Service Specialist (CSS)
eHealth Technologies, Inc.
01.2015 - 01.2016
Customer Service Representative
Wegmans Food Market
10.2010 - 01.2015
B.S. - Communications
Buffalo State University