Kaylyn Smith Email and Phone Number

•Ability to execute in fast-paced Agile/Scrum environments, manage fluctuating volumes, and balance competing priorities•Partners with Client & Service Readiness (C&SR) Project Manager to ensure that project delivery meets the service expectation and specific functional requirements. Utilizes resources to determine potential impacts to the client and service and consults accordingly.• Partners with Product and Project Managers to identify test data, test environment set up, and test environmentconfiguration needs to prepare for testing. Communicates with Product partners to ensure these items are coordinated prior to test event.• Evaluates impact of upcoming release(s); recruits testers from impacted LOB(s); facilitates coordination of tester resources.• Leads applicable partners through user acceptance testing so that the content and quality of IT projects can be assured.• Creation of test plans, test cases, and test scripts and results documentation to validate business requirements.• Take initiative to test beyond what is in the acceptance criteria.• Communicates results of test events to key stakeholders.• Coordinates post-implementation testing efforts for each release, • Participates in departmental initiatives as needed in support of a continuous process improvement environment.•Post Release/Defects: Assesses and attempts to resolve complex system-related issues and escalates to Enterprise Supportas needed. Identifies and communicates trends and root cause, suggests preventative measures, and recommendssolutions.•Builds and maintains relationships with stakeholders to remain knowledgeable of the applications designed to support products and processes. Bridge the communication and coordination gaps between multiple parties involved in the UATevent.•Advocate best practices and automation solutions for test effort reduction. Maintain current knowledge of industry trendsand recommend process improvements.

• Provides daily Second Level Support to internal service partners with issues & defects within the Paychex Flex application primarily though the COE PSI Power Application• Acts as a liaison between Service and PD&IT during Major INC impairments/outages with Flex• Fulfills the BAU lead (Business as Usual) for User Acceptance Testing (UAT) and post-implementation support• Serves as lead and tester for post-release testing for new & existing functionality• Author and maintain knowledge for all new functionality supported by the Client & Service Readiness organization• Demonstrates advanced skill level with system and software packages, including HRIS, Salesforce, Flex, Core Advanced, Splunk, Enterprise Data Tool, and WebOrs

• Team Lead – Train, mentor, coach and develop new employees• Assist in client and sales escalations• Create and update training materials• Co-Lead monthly team meetings and sprint trainings• Run and resolve daily/weekly/monthly proactive queries to decrease implementation errors and Sales commission inquiries • Provide recommendations to management on process improvements• Focus on expanding partnership with Sales and improving client/employee experience• Participate in numerous project initiatives • Co-interview with Supervisor for open positions

• Responsible quality control and input of newly sold Workers Compensation polices• Making outbound calls to clients regarding billing questions• Knowledge of the requirements for each carrier to issue policies • Working with Sales and the Service team to resolve new client issues• Maintaining a reconciliation report for polices Paychex is responsible for• Training and ongoing mentoring of new hires• Led monthly staff meetings• Created training materials and procedures for the New Business team • Hosted several shadows though out the years

• Responsible for the setup and maintenance Workers Compensation policies • Handled communications with clients, payroll branches and The Ohio BWC• Reconciled reports for Ohio BWC policies and Non-Sufficient Funds.

• Effectively handle client questions and concerns while supporting a queue for the Pension Protection Act of 2006. • Knowledge of the systems where Retirement Plans w housed • Supported clients via daily inbound calls regarding specific retirement transactions• Provided assistance to participants by informing them of how to request loans, distributions, increasing or decreasing salary deferrals, how to switch fund investments and how to pay off loans

• Ensure accuracy of orders both in person and via telephone • Handle all types of payment methods• Assist customers with escalated situations regarding service or product by providing education and resolution of their concerns • Provided quality customer service though daily interactions • Employee training to ensure all employees are providing a great customer experience as well as safe food handling and preparation due to regulated standards