Michelle Santiago, Cpp Email & Phone Number

Raleigh, NC, US

United States

• Coordinates work load of staff to ensure that work assignments are appropriately delegated
• Coordinates the training of new employees and cross-trains existing employees on procedures and procedure changes to ensure compliance with Federal, State, and Local governances.
• Communicates issues and provides status updates to Leadership team
• Mentors Payroll Specialists to ensure that skills and knowledge base are at a sufficient level to provide quality service to both internal and external clients
• Assists leadership team with development of team goals and improvement strategies to strengthen team performance
• Analyzes existing controls, processes, and procedures to provide recommendations for improvements to leadership team.

• Enters, researches and analyzes garnishment and absence management data necessary to process and meet weekly and bi-weekly payroll processing
• Maintains knowledge of the payroll processing system, changes in garnishment, and wage tax laws at the federal and state level, voluntary and involuntary deductions, and industry trends in the FMLA to serve as a.
• Researches and resolves complex employee and system problems to ensure accurate payroll, including ability to calculate federal state and local taxable wages. Corresponds with internal and external departments in.
• Provides second-level response to all inquiries via email, mail, and phone, in accordance with department policy to ensure quality service standards are met.
• Trains new employees and cross-trains existing employees on procedures and procedure changes to ensure compliance with Federal, State and Local governances.
• Writes and reviews department procedures to ensure resources are up to date and accurate. Recommends changes if necessary.

• Responds to client phone calls in a timely manner and resolves client questions and issues, including payroll and tax related matters, "how-to" product inquiries, system issues, and first-level support of client input.
• Ensures that clients obtain full value from the Major Market product by providing client training over the phone and by periodically explaining additional reports and product features and their benefits.
• Ensures ongoing client satisfaction and high client retention by participating in designated client calling and other retention-oriented programs.
• Maintains knowledge of changes in Major Market system and software, trends in the PC industry, and changes in wage and tax law to provide informed guidance to the client.
• Establishes and maintains a positive working relationship with clients, agencies, and coworkers to promote Paychex' quality service image.
• Participates in conducting in-house client training sessions in order to enhance client relationships and to broaden employee knowledge and skill set.

• Providing quality customer service to all clients.
• Contacting clients daily to obtain information for payroll production.
• Resolving all client questions, concerns and issues in a timely manner.
• Establishing and maintaining a schedule to acquire and process payroll data for the client.
• Maintaining a high rate of client retention through quality service.
• Participating in and conducting branch training sessions as needed.

• Works directly with sales to setup new clients in the payroll system
• Enter and balance all previous payroll information, wages and tax liabilities
• Contacts client for first payroll to verify all information obtained from the sales rep
• Provide superior customer service to all new clients to set the bar for future service
• Troubleshoot all client tax issues and errors that may have occurred before starting service as well as any issues that may arise after starting the service

• Providing quality customer service to all clients.
• Contacting clients daily to obtain information for payroll production.
• Resolving all client questions, concerns and issues in a timely manner.
• Establishing and maintaining a schedule to acquire and process payroll data for the client.
• Maintaining a high rate of client retention through quality service.
• Participating in and conducting branch training sessions as needed.