Hugh Porter Email & Phone Number

Seminole, Florida, United States

Manages client experience by guiding implementation, post-implementation and servicing of payroll accounts. Assists with servicing of peripheral accounts associated with payroll. Communicates with clients in preferred medium for fast resolution. Analyzes data to drive account growth. Creates content to market business across multiple platforms and in multiple regional markets. Manages relationships with vendors to offer multiple payroll SaaS solutions to clients. Verifies accuracy of client invoices. Develops business growth through multi-channel approach.

Clearwater, Florida, United States

Providing Risk Mitigation Strategies for Small and Medium Sized Businesses

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

Promoted to an elite high-touch service team that services the Super Spender Small Business customer which is a sub-set of the Capital One business population that spends 100K+ annually on their Capital One credit card. Responsibilities include handling customer concerns from beginning to end. Partner with underwriting to expedite credit limit increases, respond to fraud concerns, and handle direct communication with the customer. Chosen to create an onboarding process for new hires to transition them into the department with a goal to reduce onboarding time.Selected to act as interim supervisor during manager absences.Serve as Subject Matter Expert to the entire Spark Elite team for fraud-related cases.One of two Coordinators chosen to develop an outbound strategy to identify the efficacy of a nationwide advertising campaign and report the findings to upper management.Created a new customer welcoming campaign to ensure that accounts are efficiently set up and that customer satisfaction was strong. Reported results to leadership.

Tampa/St. Petersburg, Florida Area

Responsible for moderately complex research and analysis of account activity to assess levels of risk. Take appropriate corrective action through customer contact to verify legitimate card usage. Provide review and analysis of risk conditions and anomaly. Investigate account activity to identity fraud. Verify account activity and customer identity. Properly track and store claim information. Take necessary step to resolve discrepancies and close claim in the system. Consistently met and exceeded departmental goals and ranked in the top tier among team members.Selected by manager to lead team meetings.Chosen by leadership to serve on a team of liaison between associates and management. The group communicated associate concerns, feedback, process questions and improvement feedback to upper leadership.

Tampa/St. Petersburg, Florida Area

Served as an account manager to an assigned group of customers with delinquent accounts with goals to educate customers on their account status, attempting to find effective solutions, and/or attempting to secure a payment or to make payment arrangements resulting in bringing accounts out of delinquency.Selected by management to provide peer coaching in an effort to assist other coordinators in their job performance.Chosen to develop monthly contests focused on improving team performance while enhancing team morale.Received multiple Top Performer awards including ROAR award, Ace of Clubs, Ace of Hearts, Ace of Diamonds, and Team Most Improved Award.Promoted from position of Senior Risk Representative (August 2012)

Bachelor Of Arts (B.A.), Political Science

Education record