Clay Harris Email & Phone Number

Mocksville, North Carolina, United States

Mocksville, North Carolina

Lexington, North Carolina

Lexington, North Carolina

Winston Salem, Nc

Managed the Contact Center and Process Advocate teams for the PBC Payroll organization while facilitating a successful relationship with the third party benefits administrator vendor. These teams were responsible for frontline relationships with the employee population and field organization to ensure once and done resolution related to both Payroll and Benefit inquiries.• Resolved 88% of all Contact Center inquiries• Routinely delivered key projects within defined timelines during the… Show more Managed the Contact Center and Process Advocate teams for the PBC Payroll organization while facilitating a successful relationship with the third party benefits administrator vendor. These teams were responsible for frontline relationships with the employee population and field organization to ensure once and done resolution related to both Payroll and Benefit inquiries.• Resolved 88% of all Contact Center inquiries• Routinely delivered key projects within defined timelines during the preparation and migration of the Payroll function to the new Payroll vendor.• Led a team of Payroll Contact Center Specialists and Process Advocates for the Payroll Organization for a Fortune 500 corporation – 60,000 employees and 10,000 points of contact/month• Sunset of Payroll/Benefit organization transitioned the Payroll function to a Business Process Outsourcing provider. This work included the delivery of current process documentation, brainstorming new processes, defining cut over date and work to be completed prior to that deliverable date. Show less

Winston Salem, Nc

Managed the Contact Center for the PBC Accounts Receivable organization. This team provided the frontline response to the charge customers. The team supported customer contacts through three communication channels; phone, email and written.• Resolved 84% of all Contact Center inquiries• Led the Accounts Receivable Contact Center for a Fortune 500 corporation – 35,000 phone calls and 3000 e-mails/month

Winston Salem, Nc

Liaison for the field Payroll Team and the centralized Payroll Operations team at the Customer Service Center. Reviewed exceptions and defined processes to ensure the appropriate actions were taken to minimize risk while facilitating efficient resolution. • Facilitated the creation and adoption of >120 standardized process documents• Owned the relationship with our Executive Payroll team ensuring a 98% accuracy rate.

Winston Salem, Nc

Facilitated the centralizing of pricing input for <2200 outlets into 8 Regional offices in United States. The role required building training documentation and then led the training sessions to ensure compliance and accuracy.• Consolidated the pricing input process from 300 locations to 8 regional offices• Consolidation led to a 75% reduction in exception processing therefore improving collection KPIs for our largest retail customer.

Winston Salem, Nc

Liaison for the PBC Accounts Receivable team and the field operations organization. The role required a thorough understanding of both the collection process and our sales/delivery process. With the understanding of both teams’ processes, the Advocates were tasked with identifying the best option for resolution and then influence the parties to implement that solution.• Improved KPIs on average by 30%• Supported both acquisition and divestiture activity for company owned field… Show more Liaison for the PBC Accounts Receivable team and the field operations organization. The role required a thorough understanding of both the collection process and our sales/delivery process. With the understanding of both teams’ processes, the Advocates were tasked with identifying the best option for resolution and then influence the parties to implement that solution.• Improved KPIs on average by 30%• Supported both acquisition and divestiture activity for company owned field locations. These activities included Due Diligence, portfolio clean up, change management, employee relations, and migration to the new software and applications. Show less

Winston Salem, Nc

Managed the collections team for our high volume/high visibility accounts; i.e. Wal-Mart, Sam’s, Kmart. Kroger, and Target as examples. While the team was ultimately responsible for collection of outstanding receivables, they were required to build and maintain strong productive relationships with these customers as well.• Held representatives to the KPI performance measures and when there were misses followed up with the agent to discuss trends and potential options to close the gaps•… Show more Managed the collections team for our high volume/high visibility accounts; i.e. Wal-Mart, Sam’s, Kmart. Kroger, and Target as examples. While the team was ultimately responsible for collection of outstanding receivables, they were required to build and maintain strong productive relationships with these customers as well.• Held representatives to the KPI performance measures and when there were misses followed up with the agent to discuss trends and potential options to close the gaps• Routinely completed trend analysis on key customer population to understand customer payment patterns and identify when there are abnormalities. These trend analysis reviews routinely minimized our risk and potential loss.• Led a team of Accounts Receivable Account Managers providing account reconciliation and collection support for the high volume/high visibility accounts for a Fortune 500 corporation – Portfolio balance $10MM+/Month Show less

Winston Salem, Nc