● Coordinated all activities that support client retention through the management of CART, TLB and loss activities (LAR’s). ● Performed call backs in response to critical surveys received which increased client’s satisfaction.● Conducted research to proactively identify trends and other relevant business insight, turned insights into actionable and quantifiable opportunities.● Project managed client issues to resolution.● Liaise with various internal departments such as service, sales, implementation, and accounting as required to resolve any issues that are in our control to retain client business and manage loss. ● Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid understanding of ADP’s products.● Served as a backup for resolution team as necessary.

● Managed staff of four Collection Specialists. ● Responsible for collection of a $6 million portfolio, consistently maintaining 1-2% aging monthly. ● Investigated delinquent accounts and handled any disputes between clients and staff. ● Aggressively pursued accounts that are potential DDF candidates. ● Researched and resolved all returned items in a timely and accurate manner. ● Managed the bad debt and recovery process in an effort to maximize recovery rates. ● Managed credit process. ● Analyzed monthly and year to date credit information, work with staff to reduce trends and quickly correct billing issues.

● Conducted thorough analysis of client Payroll/HR to determine their product needs and service requirements, implement the initial payroll input and transmission. ● Provided interim training and support of payroll application for clients.● Coordinated regional technical support to resolve critical issues as needed. ● Scheduled clients for product training and monitor the client implementation schedules to ensure that the installation meets targeted completion dates and attain 100% satisfaction on client implementation survey scores. ● Performed pre-installation testing as needed. ● Provided technical support for on the job training to less experienced AE’s and Sales Interns regarding product installation and operation

● Investigated complex delinquent accounts writing collection letters and calling clients in an effort to collect outstanding bills. ● Worked to continually reduce aging percents, managed bad debt write-offs and improved days outstanding according to applicable region specified goals. ● Assisted in resolving open credits on client accounts and worked with internal associates to ensure the accuracy of billed items. ● Managed the bad debt and recovery process and worked with third party collection agencies as needed. ● Prepared and distributed various reports.● Solicited and moved clients to direct debit of funds where possible and monitored all direct debit accounts. ● Monitored daily access queues and TOPS to ensure coverage. ● Coordinated the W-2 payment process for terminated clients. ● Trained NY Metro EBS Collection department on ADP’s systems and procedures. ● Trained and supported new collection associates.