Michael Perry Email & Phone Number

Canandaigua Ny

Canandaigua Ny

HRconnection Technology Administrator as well as Health & Benefits Specialist.

Rochester, New York Area

◾Coordinates the installation and updates to hardware and software for the Time and Labor Online products for existing complex clients during the migration to new products.◾Provides technical service and support in troubleshooting and resolving any customer software and hardware concerns.◾Acts as the primary contact for the client during the implementation process and discusses the implementation plan and timeline.◾Works with internal partners to ensure client satisfaction with the existing and new products.◾Proactively ensures ongoing client satisfaction and the highest client retention levels by participating in proactive client calls and other retention oriented programs.◾Manages technical support on multiple complex accounts while delivering exceptional customer service.◾Provides dedicated customer service of the Time and Attendance products to assigned client base and associated partners.◾Establishes and maintains a positive working partners and key stakeholders to promote Paychex quality service image.◾Researches and resolves complex billing issues from clients or field representatives, ensuring accurate billing and promoting client retention, and provides the necessary feedback to the client and or field.◾Identify and document any potential improvements in the Paychex Time and Attendance account specialist procedures such as training, documentation and system enhancements in order to increase customer retention.◾Gains knowledge of other products and procedures and provides assistance related to the migration of existing clients to new products.◾Participates in special projects and department initiatives as requested

Rochester, Ny

Manages larger, more complex incoming cases with an advanced degree of interaction and knowledge.Acts as primary contact for clients during the onboarding process and reviews timelines of installation with clients.Utilizes an advanced degree of insurance knowledge and experience of Paychex Insurance Agency processes to ensure client satisfaction. Knowledge to include COBRA, payroll deductions/connection, insurance/policy design and carrier navigation.Provide insurance quoting, design and guidance for newly on-boarded clients undergoing renewal.Work with insurance carriers to ensure timely processing of new insurance plans, or agent of record changes.Evaluates daily processes and procedures and suggests improvements to increase client satisfaction and efficiency.

Compile and format information for monthly Key Indicator Reports for Enterprise Risk Management oversight.Develop and maintain basic knowledge of various products and their corresponding systems, including the different product systems with ENS and HRIS to migrate risk for internal clients. Reconcile between files to ensure a reasonable level of accuracy.Review reports to ensure there are no discrepancies or formatting errors.Identify variances and changes indicative of errors to report trends.Responsible for the RCM Data Warehouse operation and troubleshooting on a daily basis.

Created reports and queries utilizing SalesForce.com, Access and Excel.Validated and corrected customer and marketing data for all campaigns using SalesForce.com, Internet research and direct contact with sales team.Utilized People Import to de-dupe, update and add contacts, tasks and campaign statuses into SalesForce.com.Effective use of Lotus Notes e-mail for all company communication with both internal and external customers.Researched and loaded approximately 800 e-mail opt-ins into contact database within SalesForce.com.

Responsible for contract maintenance, margin and profitability and assist with training new account managers and business developement associates on processes and procedures of the Bid & Pricing Department.

Analyzed competitor information and bid the appropriate Staples products showing a price savings to the customer and increase in margin dollars to Staples. Managed Bid/Pricing Help Desk - primary responsibility was to assign bids and manage workload of seven associates, work with Business Development Associates to troubleshoot any issues with a bid and prioritize bids with time sensitive needs. Analyzed and executed requests for contract maintenance of current customers for sales force in Rochester and Boston. Completed margin and profit enhancement projects targeted at saving the customer money and increasing profit for Staples.Provided reporting for sales representatives on specific customers based on usage, current contract pricing and suggested product alternative that showed a savings to the customer and margin enhancement for Staples.

Responsible for working with Sales & Traffic Department to resolve and improve delivery issues for customers by establishing and implementing detailed system notes for Customer Service, Courier and Staples Fleet drivers. Built and maintained custom requisition forms in Excel that were used by customers for fax ordering. Created Access database to improve and streamline the requisition form process. Worked on a project converting old style notes into new system notes for over 10,000 customers by validating information and updating appropriately. Conducted implementation calls with sales representatives for multiple divisions to capture important delivery, order entry and customer restrictions for their employees on new customers.

Obtained maintenance pricing information from sales representatives and margin managers in order to modify item pricing or enter new prices for customer contracts. Verified proper approvals were obtained to modify prices per maintenance requests and verified data entered against source documents to assure accuracy and completeness of entry.Keyed edits into pricing system or used templates for mass uploads of pricing changes. Modified customer substitution preferences, cross references, and related pricing specifications or arrangement details. Performed troubleshooting on data issues to verify who made changes to the pricing data. Followed established data entry procedures and policies to provide good system control and backup files to safeguard company information. Checked and ensured that data entered was within established guidelines prior to modifying item pricing. Created reports and queries utilizing Excel and Access.

Analyzed and processed daily requests for customer-level bids.Reviewed data elements and validated the accuracy and completeness of each bid contract/request. Followed up with Sales as necessary to problem solve and to ensure timely and accurate data entry. Produced usage reporting on bid items per the terms of the bid contracts. Provided excellent customer service to Sales by responding quickly to inquiries regarding pending requests or existing bids. Proactively identified customer bid trends that could indicate that process or system changes are needed. Proactively identified issues and recommended solutions to improve the process.

B.S, Operations And Project Management

Bachelor'S Degree, Operations And Project Management

Education record