• Deliver a higher touch and more personalized service experience for clients through dedicated reps, relationship managers and enhanced associate knowledge• Identify ways to simplify payroll software to drive better client experience, increase self-service and reduce product related errors• Fix broken processes and eliminate friction points to enable an effortless experience for our associates and clients• Present communications meetings with the service team about new services, procedures and methods• Drive engagement by listening to associates, making it easier for them to be successful and empowering them to take care of their clients

• Created new service model that provided an improved client and associate engagement• Led the transition moving report creation from Client Services to Technical Serviceo Assembled a cross-functional teamo Developed and delivered trainingo Mentored managers and associates• Developed initiatives to improve associate participation in change projects and driving outcomes• Drove business transformation based on associate input

• Analyzed, optimized and documented processes and procedures for optimal efficiency across multiple applications • Provided alternative solutions to complex scenarios and business problems • Facilitated monthly meetings with clients to document requirements and explore potential solutions