Rachel Glover
Rochester,NY
Summary
To obtain a responsible and challenging position where education and work experience will be of value. Highly qualified and motivated individual offering 10+years' experience in customer service, partnership and communication abilities.
Overview
11
11
years of professional experience
Work History
PEO Hearing Specialist
Paychex Inc
01.2024 - Current
- Guides client through the unemployment hearing process and serves as a client representative approximately attending 4 or more unemployment hearings weekly
- Serves as client representative in unemployment hearings to ensure that the client is best represented and the claim is adjudicated effectively and in the best interest of the client
- Mentors and trains SUI Client Maintenance Specialists and SUI Claim Specialists to provide direction and assistance on daily tasks and responsibilities and to increase knowledge and understanding of departmental processes and unemployment insurance regulations
- Participates in projects and departmental initiatives; identifies training, documentation, and system enhancement needs and addresses them to improve departmental processes and efficiencies
ENS Product Services
Paychex Inc.
02.2020 - 01.2024
- Educate the payroll specialist/HRG on netpay, taxpay, and garnishment issues by phone and create knowledge articles for Paychex employee research purposes.
- Research escalated tickets submitted by payroll specialist
- Field approximately 40 inbound calls from Paychex employees and clients daily about several different product regarding netpay, taxpay, garnishments, skylight card, and employee screenings
Communication Specialist
Paychex, Inc.
10.2014 - 02.2020
- Field inbound calls from internal and external clients on a daily basis regarding all aspects of unemployment including topics such as billing, set up, claims processing, determinations, hearings, unemployment charges and tax rate impact
- Educate clients on best practices to manage unemployment matters
- Able to processes unemployment matters for all50 states
- Conduct training of new and less senior specialists within the department
- Leads and/or participates in special projects to increase client satisfaction, enhance the product, departmental knowledge and efficiencies
Tax Researcher
Corelogic
11.2013 - 05.2014
- Researched property taxes
- Tracked delinquent accounts for Fifth Third Bank
- Made outbound calls to tax agencies to confirm payment and balances
Education
Associate of Applied Science - Criminal Justice
Bryant and Stratton College
Henrietta, NY06.2017
Skills
- ImageNow
- Upstream
- HRIS / HRISnet
- Oracles
- One Note
- Toastmasters
- Microsoft Word, Excel, Power Point, Outlook
- Petra
Timeline
PEO Hearing Specialist
Paychex Inc
01.2024 - Current
ENS Product Services
Paychex Inc.
02.2020 - 01.2024
Communication Specialist
Paychex, Inc.
10.2014 - 02.2020
Tax Researcher
Corelogic
11.2013 - 05.2014
Associate of Applied Science - Criminal Justice
Bryant and Stratton College
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