Bj Carpenter Email & Phone Number

Acted as liaison between the Customer Success, Professional Services, and Revenue Operations teams to develop and implement new processes in data management, onboarding, client services, and contracting/ billing.Managed the intake, triaging, and build out of projects, tasks, and other internal requests using Asana.Coordinated and managed all SME correspondence, deliverables, and ongoing timelines regarding major professional services events and projects.Worked cross-functionally on integrations between tools such as Asana, Sales Force, Marketo, Zoominfo, and meQuilibirum’s proprietary software.Produced pivotal customer facing reports, graphical content, and promotional materials using both proprietary and 3rd party tools.Created, updated and maintained critical documentation, business playbooks, and other internal only resources within Box and Google Drive.Frequently led meetings with internal stakeholders to ensure accuracy and efficiency during updates to workflows as well as execution of projects.

Boise, Idaho, United States

Excelled in a newly-created role responsible for handling operations related to staff workstreams, onboarding, data reporting, and custom billing for Aquent Studios’ major insourcing engagement at Adobe. Worked cross-functionally with Aquent IT and account teams to understand Adobe’s needs and develop new processes for invoicing, documentation, onboarding, and IT logisticsBuilt out procedures for the manual migration of project management and billing data across multiple disparate systems and platforms used by various teams.Improved the efficiency and accuracy of project reporting and billing, and ensured a positive employee experience during a time of rapid growth from 25 to 70 staff in one year.

Main point of contact for onboarding, operations, and implementations for 60+ mid-sized accounts ($3M in annual revenue) at a cloud-based payroll and HCM software company. Worked with client managers to set up and troubleshoot software modules, implement partner integrations with retirement plans, assist with updates, and resolve technical and billing issues.Consistently met goals for call volume, customer feedback, and internal QA scoring and was often tapped to improve relationships at struggling or dormant accounts.Updated and reviewed set up for client taxes in 20+ states and learned tax rules for many agencies and jurisdictions.Partnered with third-party vendors and providers for benefits and insurance policies, ensuring that set-up, maintenance, and withholding operated correctly for 180 and 360 integrations.Created advanced Excel reports to pull data involving taxes, employee demographics, payroll, and accounting.Managed project timelines and statuses for accounts requiring software development support and customization.

Boise, Idaho Area

Worked with a high-level of autonomy to provide support and create new processes for using the tax commission’s proprietary portal, Taxpayer Access Point (TAP), ensuring the security and accuracy of sensitive taxpayer data. Handled 100+ public taxpayer inquiries per day related to creating and managing online accounts to file and record their taxes. Consistently ranked in the top three for customer feedback, accuracy, call time, and inbound/outbound call volume.Used GenTax to record and manage sensitive taxpayer data, including the transfer and tracking of large transactions, reviewing comprehensive financial statements, and performing other financial data monitoring duties.Developed TAP training process, created materials and delivered group and individual training.Researched, compiled, and organized correspondence and materials for manager review in problem resolutions regarding tax write offs, wage and bank levies, waivers, lien releases, and other functions.Participated in stretch assignments and PMBOK courses to enhance project management skills.

Olympia, Washington

Provided outstanding customer service in a fast-paced call center environment and assisted with special projects related to the migration of a legacy system to an HTML based web server.Exceeded metrics for a high-volume of inbound phone calls and emails to answer questions, provide technical support, and create appointments for customers. Worked with the IT team on the DRIVES project to identity requirements and participate in beta testing. Updated training materials, procedure guides, and other process assets for the call center in support of organizational Lean Six Sigma initiatives.Acted as liaison between government entities, attorneys, and insurance companies to resolve customer issues.