Lauri Smith Email & Phone Number

San Francisco, California, Us

Leading a team of highly engaged and talented Gusties, we are focused on delivering outstanding service to over 200k Payroll Customers. - Empowering and enabling each manager to act like an owner, drive the business forward, and enhance the customer experience.- Partnering with cross-functional teams on upcoming changes in tax and regulatory codes. - Facilitating process compliance, standardization, continuous improvement, and best practices.- Recommending, developing and implementing principles, driving operational excellence.- Establishing and maintaining positive relationships with tax agencies, promoting quality service.- Maintaining knowledge of legal requirements and government regulations effecting payroll and payroll tax.

Brea, California, Us

Reporting directly to the Chief Operations Office, I am responsible for planning, coordinating and overseeing the operations of a revenue management services organization, enabling the business to scale and achieve double-digit growth year over year.- Developed a Business Process Improvement Program firm-wide, generating over $100k in savings annually.- Defined and rolled out new product expansions, leveraging strategic partnerships and creating market leadership.- Implemented tools and technology, enabling key performance metrics, dashboard reporting, and business analytics.

Roseland, New Jersey, Us

Responsible for defining a strategic direction for a service organization of 200 associates, accountable for the resolution of payroll tax discrepancy notices: supporting federal, state, and local tax authorities. Additionally, led the tax compliance organization, responsible for the timely and compliant payroll tax deposits for over 640k clients and representing over $880B per annum. - Developed and implemented a multi-year strategy, driving an ‘effortless client experience’. - Established a Client Experience Index, measuring the end-to-end journey of the client and demonstrating double-digit improvements.- Improved department efficiency by over 13%, resolving over 900k payroll tax discrepancy notices per year.- Reduced outstanding inventory of payroll tax discrepancy notices by 43%.- Created a culture predicated on end-to-end ownership; preventing client tax profile errors and transforming our clients' tax filing experience.- Enhanced the client experience through ‘first time accuracy’; improving quality by 30%.

Roseland, New Jersey, Us

Defined and led the roll out of new business extension of payroll debit cards; developed implementation strategy and methodology.- Assisted clients with product rollout, understanding and driving to client expectations. - Provided sales support for prospective clients: reviewing implementation methodology, value proposition, and technical product attributes.

Roseland, New Jersey, Us

Provided client service by overseeing the preparation of tax remittance and client correspondences based on legislative requirements for federal, state, local and US territories; ensured service level agreements were attained and/or exceeded; led migration effort of a major acquisition and collaborated with project team to ensure quality delivery.

Roseland, New Jersey, Us

Managed daily operations of multiple service teams responsible for the resolution of tax discrepancy notices, and the preparation of corrected tax filings for federal, state, and local authorities. Maintained a highly trained and motivated staff to meet clients’ expectations. Achieved record-breaking service results and satisfaction ratings.