Customer Service Representative

MARY C. THIBODEAU **** Copper Lake, Converse, TX *8109

E-mail: **********@*******.*** 518-***-****

PROFESSIONAL EXPERIENCE

Senior Associate Implementation Coordinator (2013-Present)

Providing strong detail support for new clients starting with Paychex

Responsible for facilitating Welcome Calls and managing timelines for new clients during the implementation period

Maintaining a strong partnership between sales staff, implementation staff, and clients to ensure a smooth onboarding experience

Ensuring all information loaded into the Paychex system is accurate to help build trust with incoming clients and generating more client referrals

Responsible for organizing client trainings in a timely manner and being available for first payroll runs

Managing client accounts and explaining the different products to ensure they are getting the full benefit of our products

Senior Account Specialist (2006-2013)

Enter and balance employee and year-to-date information.

Act as primary contact for client during the conversion process. Suggest additional system features/benefits to the client that will maximize the value received.

Conduct in-house client software training.

Responsible for tracking, reporting and resolution of client issues.

Support the client through several payrolls by answering questions, resolving issues/concerns, and ensuring accuracy of first invoice.

Keep abreast of Preview software changes and impact on client payroll; and changes in wage and tax law.

Senior Customer Service Representative (2005-2006)

Supported clients in use of Preview software. Researched, adjusted client information as necessary.

Amended appropriate tax returns, and contacted agencies on client’s behalf.

Customer Service Representative (2000-2002/2004-2005)

Support Account Specialist during conversion of new clients to system software (Preview), including input/data balancing as well as addressing/resolving client software usage and transmission issues.

Client Services Advisor (2002-2003)

Liaison between sales and operations ensuring the accurate and seamless transition for new clients.

Continuous contact with clients, retirement administrators, state and federal agencies, accountants, to obtain information for transition.

Responsible for continuous training of New Client Specialists with regard to system enhancements, updates and any procedural changes.

New Client Specialist (1994-2000)

Accountable for setting up new clients on Paychex system within limited time frame.

Identified errors made by clients’ previous provider, and assisted in their resolution.

Reviewed/reconciled accumulated payroll records, prepared federal/state tax returns and explained payroll reports for client review.

Payroll Specialist (1993-1994)

Responsible for payroll processing of over 350 clients weekly.

Answered client inquiries regarding various aspects of payroll including, but not limited to, tax laws, minimum wage, employee benefits and employer tax responsibilities.

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