Sherry Wilcox
Baton Rouge,AL
Summary
Business Administration graduate with substantial experience in client and customer service, in addition to a solid foundation in payroll services.
Skilled in sales and interpersonal relationships with a proven track record of effectively troubleshooting and resolving issues.
Overview
7
7
years of professional experience
Work History
ASO Strategic Accounts Manager
Paychex Inc
08.2023 - 08.2024
- Successfully completed various tasks within designated timeframes, including payroll processing and partnering with departments such as Time and Attendance, Human Resources, 401(k), and Health and Benefits to resolve client issues.
Fostered and maintained strong relationships with clients through account development initiatives, including upselling and cross-selling ancillary services.
Provided high-quality service to Paychex clients via phone and email.
Utilized applications such as HRIS, Salesforce, Flex, Core Advanced, and ORS to troubleshoot and resolve or escalate client issues as needed.
Facilitated training for new team members through shadowing sessions.
Assisted in managing escalations on behalf of supervisors in the absence of assigned representatives.
Major Group Account Manager - Strategic Accounts
PAYCHEX INC
04.2022 - 08.2023
- Provide support and service to major elite High end client accounts which include subway, Xponetial Fitness, Hotworx, Subway etc
- Handled over 100 email volume and over 60 client calls daily in effort to serve and resolve client issues
- Identified opportunities for process improvement and works with leaders to implement
- Identify and generate sale leads and partner with sales team for execution
- Covering for MPSC and ASO peers in Strategic Accounts Elite Team
- Cultivate strong relationships with key clients and internal and external partners to deliver advanced quality service
- Training and mentoring peers
Rapid Response /SMB Service Specialist
PAYCHEX INC
08.2019 - 04.2022
- Deliver quality service to clients via phone and email
- Handles over 100 nationwide calls to resolve client issues
- Follow up on outstanding items to issue compliance with established service agreements
- Use software such as core advanced, HRIS, finesse, WEBORS flex to assist clients with handling new hires payroll and tax related issues
- Identify opportunities for process improvement and partner with leaders to implement
- Document client interactions
- Mentor and support less tenured or experienced partners
- Identify and generate sale leads.
Customer Service Specialist
NATIONAL GENERAL INSURANCE
05.2017 - 05.2019
- Processing payment for clients
- Provided Sale leads, Insurance quotes and advised about insurance coverage
- Handled moderate to high volume of both inbound and outbound calls ie about 50-100 calls a day
- Adhere to guidelines regarding the authentication of callers and maintaining confidentiality regarding personal auto insurance information
- Assisted clients in resolving technical issues related to their insurance policy accounts
- Provided administrative support for various system policies related to insurance operations.
Education
Master’s degree in business administration - Business Administration And Management
Southern University of Louisiana
Baton Rouge05.2016
Diploma Business Leadership and Entrepreneurial skills - Business Leadership And Entrepreneural Skills
Southern University of Louisiana Baton Rouge
Louisiana09.2009
Bachelor of Development Studies -
Makerere University
East Africa03.2006
Skills
- Business Administration
- Personal Development
- Sales Marketing and client Marketing
- Trouble shooting skills
- Problem solving skills
- Partnership and net working skills
Pastachievementsrecognitions
- Nominated by my team for the Paychex Star Awards 2023
- Stepped up as team lead and mentor for my current team (Team Dixon)
- Saved new clients relationships on the team such as helping hands Helping hands Wisdom Care, and several Subway accounts with corporate escalations
- Team leader, Customer Retention team at the National General Call Center
- Appointed Honorary Mayoral president for the city of East Baton Rouge, Louisiana, 2009
- Managed to acquire academic merit scholarship from the US Department of state to train in Business, leadership and Entrepreneurial skills development at Southern University, College of Business, Louisiana
- Managed to acquire government scholarship at Makerere university under the bachelor’s degree program in Development studies
Skillsandknowledgeareas
- Presentation and interpersonal communication skills
- Ability to work in a busy environment with minimum supervision
- Computer Proficiency in Microsoft Office applications and Payroll software applications such as HRIS, Flex, Core advanced and WebORS
- Teamwork and customer service skills
- Problem solving skills
- Sales and Marketing skills
- Analytical, Research and organizational skills
- Business, leadership and Entrepreneurial skills
References
- Tamekia Hayes, Call center Manager, National General Insurance, 15151 Florida Blvd, Baton Rouge, LA, 70819, 225-275-5000, Tamekia.Hayes@ngic.com
- Professor Ashagre Ygletu, Associate Dean and MBA Director, Southern University, College of Business, Baton Rouge, LA, 70813, (225)771-6248, ygletu@subr.edu
Timeline
ASO Strategic Accounts Manager
Paychex Inc
08.2023 - 08.2024
Major Group Account Manager - Strategic Accounts
PAYCHEX INC
04.2022 - 08.2023
Rapid Response /SMB Service Specialist
PAYCHEX INC
08.2019 - 04.2022
Customer Service Specialist
NATIONAL GENERAL INSURANCE
05.2017 - 05.2019
Master’s degree in business administration - Business Administration And Management
Southern University of Louisiana
Diploma Business Leadership and Entrepreneurial skills - Business Leadership And Entrepreneural Skills
Southern University of Louisiana Baton Rouge
Bachelor of Development Studies -
Makerere University
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