Jocelynn Reese
Norfolk
Summary
Highly qualified and motivated Solutions Specialist with a deep understanding of current industry, market, and product trends. Possessing excellent communication, multitasking, and organizational abilities, as well as a dedicated work ethic. Over 20 years of experience in service and operations management, with exceptional customer service skills. Seasoned payroll specialist with a proven history of achievement and innovation. Consistently contributes to team success through outstanding work ethic, commitment, and loyalty. Effective leadership, collaborative teamwork, and articulate communication skills demonstrated throughout career. Highly adept in various payroll administration functions, including discrepancy research, regulatory guideline adherence, complex processing procedures, and program management.
Overview
18
18
years of professional experience
Work History
Payroll Solution Specialist
ADP
10.2023 - Current
- Resolve client issues quickly and efficiently to enhance overall Nps Surveys
- Manage payroll data entry and processing for Clients to comply with predetermined company guidelines.
- Perform calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Research payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Maintain strict confidentiality of all payroll information and records.
- Collaborate with human resources, accounting and other departments to confirm payroll accuracy.
- Address and resolve customer complaints and issues to improve satisfaction.
- Build partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
Account Manager
ADP
08.2021 - Current
- Managed a Book of business of 20+ clients
- Maintained current knowledge of evolving changes in marketplace.
- Contributed to team objectives in fast-paced environment.
- Built relationships with Clients and community to promote long term business growth.
- Served customers with knowledgeable, friendly support
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Stayed current on company offerings and industry trends.
- Met with Clients to discuss and ascertain needs, tailor solutions and close contract renewals
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Used consultative techniques to understand customer needs and make strategic sales referrals to business partners.
- Managed customer relations on ongoing basis to maximize customer retention.
Customer Service Supervisor
Conduent
09.2020 - 09.2021
- Managed a Team of 15 + employees
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Researched and corrected customer concerns to promote company loyalty.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Patient Service Representative
Urology of Va
05.2017 - 03.2020
- Managed a muti-line phone system
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Used Epic /salesforce to schedule appointments.
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries in person, via telephone and through email.
- Verified insurance eligibility and coverage for patients.
- Delivered exceptional customer service to every patient by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective patient satisfaction rates.
- Developed highly empathetic patient relationships and earned reputation for exceeding service standard goals.
Team Lead
Molina Healthcare
11.2013 - 06.2017
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted in recruitment to build team of top performers.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader Manager
Tmobile
11.2008 - 08.2013
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Associate of Science - Business Administration
Colorado Technical University
Colorado Springs, CO04-2026
Bachelor of Science - Human Resource Management And Business Management
Colorado Technical University
Colorado Springs, CO06-2028
Skills
- Data entry
- Product knowledge
- Customer relationship management
- Creative solutions
Timeline
Payroll Solution Specialist
ADP
10.2023 - Current
Account Manager
ADP
08.2021 - Current
Customer Service Supervisor
Conduent
09.2020 - 09.2021
Patient Service Representative
Urology of Va
05.2017 - 03.2020
Team Lead
Molina Healthcare
11.2013 - 06.2017
Team Leader Manager
Tmobile
11.2008 - 08.2013
Associate of Science - Business Administration
Colorado Technical University
Bachelor of Science - Human Resource Management And Business Management
Colorado Technical University