client success associate resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Detailed and customer-focused consultant with experience managing customer accounts, including onboarding clients, performing payroll functions & benefits administration, developing reports, and identifying discrepancies. Resolve issues and complaints using strong communication skills, building relationships, and maintaining high level of care. Coach and develop teams to set and accomplish goals by mentoring, training, and inspiring. Demonstrate initiative to problem solve using time management skills and ability to balance multiple priorities. Committed to ongoing professional development and growth; seeking opportunity within a dynamic company that empowers long-term success. Onboarding & Orientation| Employee Engagement| HRIS Integration| Payroll & Benefits| Provide Excellent Customer Service| Implement Problem-Solving Strategies | Streamline Processes | Process Improvement | Project Management | Supplier Relationship Management | Training | Reconciliation

  • Microsoft Office Suite of products including Outlook, Word, Excel, PowerPoint, Access
  • MS Office/Teams, Zoom, GoToMeeting/Webinar, Skype, Lynx, SharePoint, Salesforce, HR Prod, Adobe Acrobat, PeopleSoft, E-Verify
  • Excellent grammar and proofreading skills
  • Account management
  • Payroll
  • Benefits, Paycheck Protection Program (PPP)
  • Benefits administration, Problem resolution
  • Billing Systems
  • Quality assurance
  • Business processes
  • Reconciling
  • CRM, Relationship management
  • Clients, Reporting
  • Client administration, Researching
  • Sales Support
  • Delivery
  • Dependable
  • Documentation, Troubleshoot
  • Employee relations
  • Focus
  • HRIS
  • HR
  • Insurance
  • Leadership
  • Managing
Client Success Associate, 08/2019 - Current
Virgin Pulse Cincinnati, OH,
  • Supports clients with their utilization's of the HR products and services, including payroll and benefits administration, HRIS, and cloud products.
  • Interface with clients at all levels of management including senior executives to ensure success in their business processes related to HR, payroll and benefits.
  • Employ expertise in systems and reporting to offer value to clients by assisting them with becoming more efficient through the utilization of our technology.
  • As well as working with cross-functional teams to focus on enhancing the customer experience.
  • Coached clients on supporting more than 1300 employees across the United States and overseas, including identifying approaches that drive engagement and satisfaction in virtual settings.
  • Engaged participants in training seminars via remote tools, such as Zoom, MS Teams, and GoToMeeting.
  • Navigated COVID-19 by acting as the primary liaison to clients addressing COVID issues within the workforce, such as advising on furlough options, sharing PPP reporting tools, and communicating changes to teams.
  • Counseled clients on FMLA regulations, I-9 processes, and employee relations tactics.
  • Analyzed client needs annually to ensure benefits and compensation plans were aligned with fiscal goals and capacity, as well as adjusted plans as needed to meet customer requirements.
  • Advocate and liaison for my clients, as well as conducted training on the system following implementation.
  • Work to resolve general client issues related to HR, payroll, benefits, reporting and HRIS system.
  • Organize and prioritize work to ensure timely, effective, efficient, and economic delivery of services.
  • Deliver excellent core standard services to clients.
  • Conduct new client on-boarding process, as necessary; provide support and compliance guidance for basic set-up questions regarding payroll and benefits.
  • Ensure proper triage, escalation and effective resolution of more complex inquires to the appropriate area.
  • Document all customer interactions in the CRM system.
  • Consistently deliver excellent account/relationship management and customer service.
  • Deliver dependable accurate, appropriate, timely, and easy-to-use-value-added solutions to meet clients’ needs.
  • Manage open cases to ensure problem resolution in shortest amount of time, while keeping clients regularly informed of status and anticipated resolution date.
  • Handle projects as needed.
  • Stay informed of statutory and regulatory payroll and compliance practices.
  • Responsible for taking initiative and action towards professional development.
  • Responsible for managing a book of clients, primarily 140 to 160 clients.
  • Responsible for contributing to high client retention.
Account Management Specialist, 02/2007 - 09/2018
Publicis Groupe Philadelphia, PA,
  • Managed all aspects of payroll functions consisting of over 30 key accounts, which included 16 national accounts (Nordstrom, Belk Stores, National Basketball Association, Syracuse University, U-Haul International, Chipotle, Motorola, Montefiore Medical Center, and MGM Resorts) with over 15K participants and monthly billed premium of over $1M.
  • Delivered service that supported client’s goals and objectives by strategically managing key accounts, providing first point of contact, developing stellar relationships, and collaborating with internal stakeholders to understand client’s benefit needs.
Account Representative, 01/2000 - 02/2007
Gohealth, Inc. Iowa, LA,
  • Managed projects by clearly communicating and collaboratively guiding account team to execute customer specific initiatives, which delivered unique value through execution of account client specific plans, service timelines, and corporate communication.
  • Coordinated and ensured smooth transition for new customers by explaining programs and processes prior to implementation.
  • Improved processes of Corporate Billing Systems (CBS) and program by creating product fact sheet for internal customers, reducing external inquiries and authoring and updating work instructions for team to keep it effective and current.
  • Guided information flow between client services, account management, broker, third party administrator, marketing, operations, quality assurance, training, and payroll, ensuring account client and company goals were attained.
  • Prepared reports by compiling summaries of earnings, deductions, leave, and disability.
  • Handled benefits inquiries and complaints by ensuring quick, equitable, and courteous resolution.
  • Provided sales support for escalations, process, and account matters by investigating root causes and working with internal stakeholders, determining best course of action to satisfy customer.
  • Performed initial implementation of payroll deduction and direct bill groups by setting up employee accounts with voluntary benefit product and working with internal stakeholders.
  • Reduced reconciliation needs by leading audit project of overdue file reports and providing expertise for voluntary pet insurance product through Nationwide Insurance.
  • Delivered ongoing support to Pet Insurance call center, MetLife call center, and co-workers, ensuring customer needs were met.
  • Assisted IT team by providing documentation necessary to troubleshoot malfunctioning records.
  • Received outstanding feedback on annual survey results and performance reviews as result of demonstrating commitment to exceed customer expectations by creating manual reporting when requested, escalating issues as needed, facilitating meetings effectively, and providing prompt service.
  • Facilitated dialogue between internal and external business partners, built strong relationships, and earned trust of group customers by understanding and meeting changing needs.
  • Corrected system and enrollment issues by continuously collaborating with IT, reviewing and updating monthly call-up work instructions.
  • Executed routine duties effectively to meet or exceed monthly metrics, regarding eligibility, billing, and cash resolution referrals, by reviewing daily reports and determining best course of action.
  • Mentored overseas co-workers and North American new employees, providing on-the-job training.
  • Provided exceptional customer service for Voluntary Benefits Division of MetLife.
  • On boarded new customers and processed monthly remittances, using variety of processes while maintaining highest levels of professionalism.
  • Performed checks and balances by identifying discrepancies to balance accounts and resolution of problem situations.
  • Resolved customer concerns by initiating and following up on billing and account maintenance issues through daily communication with brokers, third party administrators, bookkeepers, account clients, and other departments within company.
  • Maintained finances by reconciling monthly list bills, processing payments, and balancing suspense accounts.
  • Supported benefit leadership with complex claims matters by researching and communicating with carrier and employee.
  • Audited benefit elections, contribution levels, tiers, and benefit administration system, ensuring data was correct and up to date.
  • Provided company benefits information for group customer by maintaining knowledge of summary plan descriptions.
Administrative Assistant, 08/1999 - 01/2000
Catholic Health Initiative Henderson, NV,
  • Reported to the director & manager of Auto & Home Insurance.
Education and Training
One-Year Advanced Secretarial Certificate: , Expected in
Katherine Gibbs Business School - Piscataway, NJ
Status -

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Resume Overview

School Attended

  • Katherine Gibbs Business School

Job Titles Held:

  • Client Success Associate
  • Account Management Specialist
  • Account Representative
  • Administrative Assistant


  • One-Year Advanced Secretarial Certificate

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