High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Overview
11
11
years of professional experience
Work History
Retirement Client Relationship Account Manager
Paychex Inc
Rochester, NY
08.2023 - Current
Cultivates strong client relationships and collaborates with internal and external partners to ensure quality service delivery
Proactively identifies opportunities to enhance clients' service experience
Demonstrates advanced understanding of Paychex Retirement products and stays up-to-date on industry policies and procedures.
Identifies and implements opportunities for process improvements
Serves as a mentor for less experienced teammates
Documents all interactions and uses the information to improve service
Analyzed customer feedback surveys to develop strategies aimed at improving overall satisfaction ratings.
Sales Representative - HR Services
Paychex
New Hampshire Maine, NH
09.2022 - 07.2023
Leverage the Go-to-Market Sales Strategy to identify customers’ needs and present the Paychex solution to key stakeholders and decision makers in accordance with the client’s preference on in person or virtual interaction to increase revenue and market share.
Scheduling appointments and visiting potential and current referral sources to secure referrals to end users.
Prospecting for new clients and new referral sources utilizing the telephone, direct mail, seminars, current client visits, or other local marketing programs directed by Sales management.
District Sales Manager
Paychex Inc
Rochester, New York
07.2021 - 09.2022
Trained and mentored sales team members in customer relations, customer service and product placement.
Set clear objectives and helped team members develop plans to achieve quotas.
Created and maintained sales environment to support business objectives.
Led, coached and developed employees to achieve sales goals.
National Sales Support Supervisor
Paychex
Rochester, NY
02.2019 - 07.2021
Supervises and coordinates sales activity for a group of Sales Support Representatives. Provides guidance and assistance to increase the number of sales produced from that group.
Compiles, implements and monitors the Monthly and Weekly Activity reviews for all Representatives under supervision.
Trained sales team and offered resources to sharpen skills and discover opportunities for growth.
Virtual Sales Representative - TAA
Paychex
Rochester, NY
11.2016 - 02.2019
Presents Time and Attendance (TAA) products and services of Paychex to final decision makers via phone/Clearslide, with the goal of bringing them on to our services.
Follows up with field Sales Rep to inform field organization of the status of the referral. Submits necessary paperwork.
District Sales Assistant
Paychex
Rochester, NY
11.2014 - 11.2016
Provide support and administrative assistance to Ancillary sales staff.
Generates, verifies data and distributes weekly and monthly statistical reports to District Sales Managers, and Director.
Work with Commissions on Core/Virtual split’s on Ancillary sales, Pull and sent to Commissions NSS Split leads with the field.
National Sales Support
Paychex
Rochester, NY
10.2013 - 11.2014
Contacts prospective clients and generates leads for the appropriate outside sales representative to meet expected levels of production.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA