Katie Burden Email & Phone Number

Oklahoma City, Ok, Us

United States

Oklahoma City, Oklahoma, United States

-Developed plans for software testing to expose bugs and process gaps, ensuring issues were resolved before code was released to production -Primarily responsible for the Payroll Reports module, which includes reports for Payroll, Government & Compliance, and Tax-Selected to spearhead testing efforts for multiple high-priority projects, demonstrating a keen eye for detail and a thorough understanding of software testing methodologies-Performed bi-monthly regression testing to ensure continuity of system functionality throughout the testing cycle-Supported Paycom's customer service team in researching and resolving issues-Collaborated with development colleagues to provide direct solutions, constructive feedback, and input on the software to meet customer expectations-Maintained testing documentation and tracked issues using JIRA software-Acted as a customer advocate by learning how users expect to use the system and ensuring it meets those needs-Provided system feedback to product management on behalf of clients to improve product offering-Assumed a leadership role in selecting and training new team members, leveraging my experience and knowledge to ensure a smooth onboarding process and a seamless transition into our team’s workflow

Oklahoma City, Oklahoma Area

-Built and maintained client relationships to establish long-term loyalty-Consistently exceeded department KPIs, most notably Retention, Client First Call Resolution, and Client Availability-Responsible for servicing over 120 clients with 3.8 million dollars of annual revenue-Analyzed client's processes to proactively predict and address needs-Researched and resolved client's payroll, tax and product issues on a timely basis-Trained new client users over the Paycom system, which included personalized training material for clients-Reviewed product enhancements with clients after each release cycle-Processed and examined client's payroll to ensure 100% accuracy-Mentored team members by suggesting best practices and recommended methods for process improvement-Assisted management and other service teams with special projects like quarter and year-end tax processing-Led team on outstanding projects and ensured deadlines were met