Carol K. Email & Phone Number

Isolved Service Training

Tier 2 Team Lead

Fort Washington, Pa

Fort Washington, Pa

Led cross-functional team to implement federal and state statutory tax regulations under tight time schedules dictated by legislation. Served as liaison between regional support associates and corporate compliance research.• Deployed 1520 Federal and State Legislative Regulations in FY’12.• Reduced call volume into service by deploying client communication, outlining statutory regulations.

Fort Washington, Pa

Implemented new security practices across all service functional areas to reduce fraud, including educating associates and clients on identifying phishing and securing credentials.• Reduced fraud 50% from previous fiscal year by designing and implementing reports that captured patterns identifying potential fraud.• Created Security Bulletin, alerting associates of phishing and other potential security risks to ADP and client.

Fort Washington, Pa

Led team of 44 associates and 5 managers to focus on new clients enrollments in MidAtlantic Region. Oversaw team of 8 associates dedicated to providing support to MidAtlantic Sales force.• Enhanced client experience by developing guidelines, managing quality and productivity for new client starts. Process included checklists and talk tracks.• Created incentive program for associates, raising Implementation quality survey scores to 85 on plan of 81, 6 points above previous fiscal year.

Florham Park, Nj

Managed team of 3 Business Analysts to support policies and procedures impacting new client enrollment. Partnered with sales operations on creation and deployment of tools, policies and best practices to secure successful sale and enrollment for new clients.• Decreased time to start new business from 7 business days to 3 business days with cross-functional team by redefining process from point of sale to 1st payroll input.• Designed and deployed Start Manager application, managing associate workload and tracking progress of client enrollment for implementation management and sales organization.