Troy Westmoreland
Edmond,OK
Summary
Proficient in client success management and mentorship, with a focus on enhancing customer service and satisfaction. Committed to fostering strong relationships and delivering impactful solutions that drive client success.
Overview
26
26
years of professional experience
Work History
Senior Client Success Manager
Paycom Payroll
Oklahoma City, OK
01.2023 - 01.2026
- Developed strategic client success plans to enhance customer retention and satisfaction.
- Analyzed client feedback to drive product improvements and service enhancements.
- Mentored junior team members on best practices for client engagement and relationship management.
- Manage a portfolio of new and long-term clients, ensuring maximum value and ROI from Paycom tools through strategic account management and proactive client outreach.
- Serve as a configuration expert and subject matter expert across all Paycom modules, providing comprehensive client support and troubleshooting.
- Analyze client interactions and account data to identify trends and present strategic solutions that improve client retention and ROI.
- Drive client adoption of Paycom software, services and new features through effective change management strategies and partnerships.
- Coordinate with internal departments to resolve client projects, enhance employee usage and maintain overall client health.
- Ensure 100% accuracy in payroll processing for all assigned accounts.
- Continuously enhance software knowledge, stay updated on relevant legislation and complete required training programs to provide top-tier client support
- Collaborated with sales teams to identify upsell opportunities, increasing overall revenue potential.
- Facilitated training sessions for clients on software tools, improving user adoption rates significantly.
- Mentored junior team members, helping them develop necessary skills for successful career progression in Client Success Management.
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
- Served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Influenced product roadmaps by identifying common client feature requests and communicating them to the Product Management team.
- Managed a diverse portfolio of accounts, ensuring consistent communication and personalized support.
- Partnered with sales team members to ensure seamless handoff of newly acquired accounts into the Client Success department''s care.
- Implemented proactive outreach campaigns to maintain engagement levels among existing clientele base.
- Established lasting partnerships with key stakeholders within each client organization to foster long-term success.
- Conducted regular business reviews with clients, sharing performance metrics and discussing future goals and objectives.
Corporate Security Officer
Paycom Payroll
Oklahoma City, OK
01.2019 - 01.2023
- Monitored security systems and conducted regular inspections to ensure facility safety.
- Responded to alarms and incidents, coordinating with law enforcement as necessary.
- Developed and implemented security protocols to enhance operational efficiency.
- Trained staff on emergency procedures, promoting a culture of safety awareness.
- Trained staff in safety and proficiency with firearms and coordinated training across 4 teams of officers.
- Led investigations into security breaches, identifying areas for procedural improvement.
- Consistently met compliance requirements through diligent monitoring of regulatory changes affecting corporate security operations.
- Coordinated emergency response drills to test organizational preparedness for various crisis situations.
- Facilitated strong communication between different departments regarding safety concerns or potential threats identified during routine patrols or audits.
- Assisted in the development of company-wide security policies, ensuring consistency and clarity across all departments.
- Ensured a safe work environment by monitoring surveillance systems and responding to emergency situations promptly and effectively.
- Responded swiftly to security incidents and effectively resolved security issues.
- Managed security policies and procedures to promote safety and security of personnel and assets.
- Established and maintained close working relationships with local law enforcement officers.
Street Car Operator
Herzog Transit Services Inc
Oklahoma City, OK
01.2018 - 01.2019
- Operated and maintained transit vehicles to ensure safe and efficient service delivery.
- Monitored daily operations, identifying areas for process improvement and enhancing service reliability.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
- Worked outside in all weather conditions.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Consistently met or exceeded performance targets while maintaining strict adherence to health, safety, and environmental regulations.
- Accurately documented all operational data, ensuring up-to-date records for review and analysis.
- Conducted routine inspections and preventative maintenance on equipment to minimize downtime.
- Maintained organized work area by cleaning and removing hazards.
Customer Service Supervisor
Seagate Technology LLC
Oklahoma City, OK
03.2016 - 01.2018
- Supervised team performance, ensuring adherence to quality standards and operational procedures.
- Implemented training programs to enhance staff skills and improve customer service delivery.
- Coordinated cross-functional communication to resolve customer inquiries and escalations effectively.
- Analyzed customer feedback to identify trends and develop action plans for service improvement.
- Mentored junior staff, fostering a collaborative environment that promoted professional growth.
- Developed process enhancements that streamlined operations and improved response times for customer queries.
- Established metrics for performance evaluation, driving accountability within the customer service department.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Streamlined call handling processes to improve response time and efficiency.
Social Media Manager
AT&T
Oklahoma City, OK
10.2010 - 03.2015
- Assisted customers regarding product and service problems and inquiries via social media.
- Performed root cause analysis for any high impact or repetitive issues via social media venues.
- Ensured proper handling and follow-up with customers, documented problems and corrective procedures.
- Provided business updates and recommendations to senior level management as it related to current and future state of social media operations.
- Worked with AT&T Corporate Communications and Legal on a daily and weekly basis to ensure the appropriate responses and messages were being delivered via Social Media.
- Conducted tasks and assignments as directed. Worked under general supervision while interacting directly and productively with customers.
Customer Service Supervisor
AT&T Wireless
Oklahoma City, OK
04.2000 - 10.2000
- Oversaw multiple facets of customer service operations, including retention, fraud prevention, billing, credit collections, activations, troubleshooting, equipment provisioning, revenue management, technical support, data support, and roaming.
- Ensured professional and courteous representatives provided basic customer service with the objective of extending contracts and enhancing the company’s reputation for outstanding customer service; included presales and post sales service to customers.
- Planned, directed, supervised, and evaluated work flow; provided direction to employees according to established policies and management guidance.
- Assisted with daily execution of organizational policies and procedures. Supported administration of company policies affecting employee behavior, performance, attendance, and disciplinary measures. Contributed to achieving revenue and customer service objectives.
- Monitored and evaluated quality of Representatives customer calls.
- Oversaw work activities to achieve the volume expected to meet operational requirements; recognized and recommended operational improvements.
- Participated in call center initiatives such as recognition, employee engagement, and diversity.
- Directed the flow of the operation and determined how to fix problems as they arise.
- Responsible for training, evaluating and managing performance evaluations of direct reports and influenced decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Education
Bachelor of Science - Criminal Justice
Skills
- Client relationship management
- Client support education
- HRIS management
- Proficient in Microsoft Office Suite
- Customer service
- Customer relationship building
- Customer account management
- Inter-department collaboration
- Teamwork and collaboration
- Problem-solving
- Adaptability and flexibility
- Interpersonal skills
Timeline
Senior Client Success Manager - Paycom Payroll
01.2023 - 01.2026
Corporate Security Officer - Paycom Payroll
01.2019 - 01.2023
Street Car Operator - Herzog Transit Services Inc
01.2018 - 01.2019
Customer Service Supervisor - Seagate Technology LLC
03.2016 - 01.2018
Social Media Manager - AT&T
10.2010 - 03.2015
Customer Service Supervisor - AT&T Wireless
04.2000 - 10.2000
Cameron University - Bachelor of Science, Criminal Justice