Phillip L. Gordon
Phoenix,AZ
Summary
Highly organized and detail-oriented Virtual Assistant with excellent communication skills, seeking to leverage expertise in administrative support, time management, and customer service to help businesses streamline operations and improve efficiency. Eager to provide high-quality, reliable assistance with a focus on enhancing productivity and delivering exceptional service.
Overview
15
15
years of professional experience
Work History
Service Partner – Dedicated Service Center (24/7)
Paychex Inc.
10.2025 - Current
- Delivered round-the-clock customer and partner support in a 24/7 dedicated service environment, ensuring timely and accurate resolution of service requests.
- Ensured compliance with Service Level Agreements (SLAs), driving continuous improvement in service delivery and customer satisfaction.
- Collaborated with internal technical teams to identify root causes of recurring issues and support long-term solutions.
- Led strategic partnerships to enhance client service delivery and operational efficiency.
- Analyzed client needs to tailor solutions, driving customer satisfaction and retention rates.
Client Advocate
Paychex Inc.
06.2024 - 09.2025
- Act as the main liaison for clients, achieving high client retention and maximizing product usage.
- Partner with internal teams and leadership to address and resolve client issues, boosting client satisfaction and revenue.
- Enhance the company’s reputation as a leading provider of human resource services.
- Collaborated with cross-functional teams to enhance client onboarding processes and improve overall satisfaction.
- Advocated for clients by resolving issues and providing timely support throughout service lifecycle.
PEO H&B Benefit Specialists II
Paychex Inc.
05.2016 - 06.2024
- Expertly managed daily inquiries from PEO clients, delivering comprehensive and clear explanations on a wide range of HR matters, significantly improving client satisfaction.
- Proactively researched and resolved escalated client issues, ensuring timely and accurate solutions, which enhanced client trust and retention.
- Provided strategic consultation to clients on employee issues, ensuring strict compliance with plan documents and contributing to seamless HR operations.
- Led training sessions for new and existing employees on system and product enhancements, fostering a knowledgeable and efficient team.
- Managed employee benefits enrollment and administration processes, ensuring compliance with regulations.
- Provided expert guidance on benefit options to employees, enhancing overall understanding and satisfaction.
NSS Major Market Sales
Paychex Inc.
06.2014 - 05.2016
- Generated high-quality leads for sales representatives, driving the sale of Paychex products.
- Managed substantial call volumes, effectively engaging with key business decision-makers.
Customer Services Assistance
Kimble Enterprise
10.2010 - 08.2014
- Managed customer flow to prevent service staff overload, ensuring optimal service quality.
- Advocated for customer requests and interests both in-person and via phone.
- Delivered high-quality customer service with meticulous attention to detail.
Education
Bachelor of Science - Technology Management, Minor in Business
State University of New York At Oswego
Skills
- Customer Service: 12 years of experience handling diverse customer interactions
- Communication: Strong verbal and written communication skills
- Problem-Solving: Adept at resolving complex client issues
- Training: Experienced in training new and existing employees
- Time Management: Efficient in managing tasks and deadlines
- Customer relationship building
- Marketing
- Performance analysis
- Knowledgeable in HRIS, Core Advance, Sales Force, Client space, and Prism
Timeline
Service Partner – Dedicated Service Center (24/7)
Paychex Inc.
10.2025 - Current
Client Advocate
Paychex Inc.
06.2024 - 09.2025
PEO H&B Benefit Specialists II
Paychex Inc.
05.2016 - 06.2024
NSS Major Market Sales
Paychex Inc.
06.2014 - 05.2016
Customer Services Assistance
Kimble Enterprise
10.2010 - 08.2014
Bachelor of Science - Technology Management, Minor in Business
State University of New York At Oswego