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.
• 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.
• 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.