Account Manager Client Support

TAYLOR J. HILLMAN

Tampa Florida *************@*****.*** Cell: (267) 391 - 6467

EDUCATION

University of New Haven

August 2015 – May 2017

*** ****** **** **, **** Haven, CT 06516

Master of Arts, Industrial and Organizational Psychology

Concentration: Organizational Development

Florida Gulf Coast University

August 2011- May 2015

10501 FGCU Blvd S, Fort Myers, FL 33965

Bachelor of Arts in Psychology; Minor in Philosophy

PROFESSIONAL EXPERIENCE

Paylocity Cooperation, Lake Mary FL

Enterprise Account Manager III

September 2021- July 2023

•Using Salesforce to provide client support while remaining stable and consistent with communication and excellence during client interactions.

•Use Salesforce to problem solve internally to assist in clients utilization of the Paylocity Product suite.

•Maintain and retain a strong understanding of client(s) specific needs.

•Keep and maintain a desire to provide all clients with proactive long-term solutions while empowering their ability to complete and understand complex PCTY customizable features.

•Ability to sell additional products such as HR & Payroll services, Time & Labor, and Expense reporting.

•Ability to resolve cases quickly, timely, and efficiently while maintaining open lines of communication with Enterprise Team Leadership and all internal department directors.

•Assist entities on a national level and 97% first call resolution rate while providing critical updates to internal Account Managers.

Paychex, North America

Payroll Specialist

October 2019 September 2020

•Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

•Ability to read and understand information and ideas presented in writing.

•Ability to communicate information and ideas in writing so others will understand.

•Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. See more occupations related to this knowledge.

•Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

•Using computers and computer systems (Apex & Nexus, Online Web portal Administration), enter data, or process information. See more occupations related to this activity.

•Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

In house client surveys (Data provided from client reviews)

•90% response ratio during day-to-day emergencies as they emerged for '90' individual entities.

•97% responded “Extremely important” incoming inquiries

•100% responded “Every day.” responded inquiries from clients daily. All clients received a timely response to inquiries being completed in 12-24 hours

Informed accounting and Management of liability including providing correct client hours to be paid. Increased data efficacy from 83% to 90% percent by providing phone support.

Florida Eye & Plastics D.O,

Practice Manager (Boynton Beach & Lake Worth, FL) August 2018- Feb 2019

•Work within the medical practice, and physician group to streamline business strategies, monthly budgets, and oversee day-to-day operations: Cataract Scheduling, Billing, Collections, Front Office, and Referrals

•Independently implemented, and designed office call center to triage, answer, and route patient phone calls between both locations

•Manage payroll for Medical Practice & Physician group while providing recommendations for improvements PTO and Sick Leave

•Identify, address, and implement office policy and procedures regarding conflict resolution, injury, workplace safety, harassment, FMLA, and HIPPA compliance

•Independently design, organize, and improve employee handbook policies and procedures

•Manage Medical Provider’s Credentials (Medical licenses, DEA, CAQH and identify new perspective payers within the market.)

•Created employee role job descriptions, and created a foundation for new hires & established employees to grow and develop within the company

•Manage and resolve patient complaints, questions, and concerns while providing practical solutions

•Sales including and not limited to cataract lenses, eye drop (medical grade), Lasik eye surgeries

Sales including vitamins, advanced eye care tools, Botox, clear eyes, and additional eye care products. These items range from medical grade tools & pharmaceutical grade safe eye care products including patient inhouse eye care services.

Personal Physician Care P.A, Department of Human Resources

January 2018 – June 2018

Human Resource Manager (Generalist) January

•Managed day-to-day HR processes using ADP total source

•Streamlined and managed payroll for three companies -74 people- while providing recommendations for improvement to senior management

•Provided in-house HR consultations regarding conflict resolution, injury, workplace safety, harassment, FMLA, and HIPPA compliance

•Independently designed, organized, and improved employee handbook policies and procedures

•Managed and maintained Medical Provider’s Credentials (Medical licenses, DEA, CAQH and all major Commercial Payers.)

•Hired, onboarded, trained, developed, and educated new hires on company procedural policy

•Managed office supplies using Microsoft Excel to maintain an updated par list

Assisted and carried leadership tasks that included accounting, clinical management, office management, and organization management

University of New Haven, Department of National Security January 2017- July 2017

Lockheed Martin Grant Analyst

•Collaborated with an undergraduate team in order to create content analysis for Dr. Andy Morgan, using a $200,000.00 research grant

•Used SPSS to create and code behaviors into measures used for analysis

•Preformed statistical analysis and provided results to department head

•Recruited participants, implemented research design, and provided debriefing session for participants

•Created research proposal related to security division for Lockheed Martin

Havas Public Relations North America June

2016 – August 2016

Account Executive Intern

•Conducted SWOT analysis for all clients using Cision-Point software while proactively improving relations

•Compiled, evaluated, and presented social statistics to executive staff using Microsoft Office Suite

•Assisted subject matter experts to maximize workflow and ensure quality

University of New Haven, Center for Learning Resources August

2015 – May 2016

Graduate Assistant Peer Tutoring Coordinator

•Independently designed, implemented, marketed, and maintained communication infrastructure for employees

•Extracted persistence rates, success rates, and student vs. tutor visit rates within data on Microsoft Office Suite

•Managed acquisition of tutoring candidates by personally reviewing resumes and screening individuals

ACTIVITIES & ACHIEVEMENTS

• One Young World, Ambassador 2016 - Present

• Psi Chi Honor Society 2015 - Present

•D.I.S.C Training & Certification Process with Dr. Terence Leary 2014

Certification in D.I.S.C Personality Assessment and Situational Leadership 1&2 - Ken Blanchard 2012

CORE COMPETENCIES

Human Resource Management, Industrial Psychology, Organization Development, Project Management, Personality Testing & Feedback, Microsoft Office, Quantitative & Qualitative Research, Sales, Data Entry, Closing Sales, Phone Center Supervisor

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