Sierra Kyles

Onboarding: Focus on the initial client experience

• Conduct GCC (Goals Confirmation Call) to ensure a smooth onboarding process
• Secure necessary domain access and credentials to facilitate campaign setup
• Set clear expectations with clients and pre-schedule launch calls
• Collaborate with Sales to ensure a seamless transition from pre-sale to onboarding
• Maintain proactive communication with clients, addressing any early-stage concerns

Launch: Ensure non-live accounts go live efficiently

• Troubleshoot and resolve domain access issues to prevent launch delays
• Coordinate with Sales and internal teams to address any roadblocks for new accounts
• Guide clients through the final steps needed to activate their campaigns
• Work closely with the production team to align deliverables with client strategy
• Maintain a structured workflow to manage a high volume of accounts while meeting efficiency targets

• Bridge communication between clients and Paylocity support teams, facilitating swift resolution of complex payroll and HR product challenges.
• Advise clients on HR policies and procedures, ensuring compliance with laws.
• Draft and revise HR documents, enhancing clarity and compliance.
• Coordinate with support teams to address payroll and HR product concerns.
• Identify root causes of client issues, develop targeted solutions, and implement preventive measures, driving continuous
• Managed payroll data entry and processing for multiple companies & employees to comply with predetermined company guidelines.
• Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
• Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
• Confirmed compliance with all applicable federal, state and local payroll laws and regulations.

• Supervised large teams with guidance, support and direction for high-quality customer care.
• Monitored customer service calls to verify representatives' adherence to service standards and best practices.
• Implemented company policies and procedures for professional, cohesive customer care.
• Resolved escalated customer service inquiries and complaints to maintain satisfaction.
• Built positive rapport and relationships for high levels of customer satisfaction.
• Coached and mentored service representatives to deliver polite, professional customer interactions.
• Onboarded and trained customer representatives to meet performance and service goals.
• Developed customer service initiatives to improve performance and uplift satisfaction scores.

• Resolved online purchase issues, achieving high customer satisfaction.
• Processed refunds and replacements, maintaining service standards.
• Utilized internal systems to streamline customer interactions.
• Consistently met resolution targets, enhancing team productivity.
• Adapted to evolving procedures, improving service efficiency.