TRICIA TAYLOR

Responsible for the success of 30 portfolio accounts as measured by customer health score, customer surveys, and gross revenue retention.

• Led the introduction of new accounts to UKG Community including support and knowledge assets/content.
• Provided guidance and oversee training plans to drive feature adoption.

• Identified training challenges and engage appropriate product experts.
• Executed enablement milestones in the ‘Transition to Support” process via the UKG Success/Hypercare Program.

• Diagnosed utilization trends and create enablement recommendations to drive adoption and enable expertise.
• Assessed customer account activity (case volume, open service requests) and areas of concern.

• Adapted proactive outreach strategy and method of engagement aligned to each customer’s unique needs.
• Collaborated closely across internal teams to resolve identified risks and escalated issues.

• Identified themes and trends related to customer needs and expectations.

• Coordinated with Product Development to drive product innovation and accelerate product roadmap deliverables.

• Optimized the customer journey through innovative practices focused on driving adoption and retention.
• Supported customers’ C-Suite teams in executing action plans and business reviews.

Oversaw a sales territory with an assigned base of over 50 customer accounts with an Annual Recurring Revenue of over $17M.

• Managed accounts in which over 95% of the accounts are classified as not at risk to leave.

• Developed strong relationships with internal partners to optimize the customer service process

• Presented quarterly business reviews to help the executive team anticipate changes and formulate strategies.

• Performed weekly proactive outreaches by maintaining contact with customers to enhance their experience.
• Implemented action plans to drive resolution of service experience concerns and recommend next steps.

• Mentored and guided newly hired candidates within the role to harness essential job duties and expectations.

Maintained a customer base of over 25 accounts supporting a variety of platforms including phone, e-mail, remote session, and CRM case management system.

• Worked closely with internal colleagues to acquire and expand knowledge of product offerings, support policies and support delivery.

• Developed strong relationships with customer base being their first point of contact and providing quick solutions to their escalations.

• Facilitated “How-To” onboarding training for various customers via telephone, helping them to understand Ultipro and to adjust their processes more efficiently.

• Provided mentorship for new Account Managers and assisting with on-going training by fielding questions and guiding problem-solving.

Managed payroll process for over 200 clients responsible for servicing approximately 1400 employees.

• Cultivated relationships with clients to obtain payroll data, including salary changes, special payments, tax information and employee deductions, and to set schedules.

• Performed data entry of payroll and related data necessary to process and meet appointment schedules.

• Monitored payroll processing system and changes in wage and tax laws, and corresponds with federal, state and local tax agencies on behalf of our clients in problem situations.

• Researched and resolved more complex client/system problems.

• Built and maintained relationships with clients and agencies in the interest of Paychex’s quality service image.

• Assisted with conducting weekly branch training initiatives.

• Mentored new Payroll Specialists and provided support for transition into new roles and responsibilities.