Carlos Collier

Experience

• 

  Paychex

  Nov 2005 - Oct 2014

  Senior Customer Service Representative

  Developed scripts to automate time consuming manual data entry tasks required during client onboarding.Leveraged Salesforce to collaborate with sales and national service teams to support client accounts. Entrusted with servicing the branches largest and highest revenue client group.Recognized for having 100% client retention and customer service scores. Served on the Branch Manager's Advisory Council to collaborate and plan employee engagement and branch level initiatives. Show less

• 

  Insperity

  Nov 2014 - now

  Leverage analytical skills and years of experience working with Insperity systems and clients at all levels to advocate for and effectively influence product development of a streamlined termination payroll process. Collaborate with product owners and development teams to prioritize, design, test, and roll out system enhancements that increase the organization's efficiency and support their delivery of accurate payrolls. Develop Excel macros and VBA scripts to manipulate incoming files and prepare data for consumption by our systems. Work directly with Middle Market and Enterprise clients on API and FTP integrations as well as custom reporting needs to increase client satisfaction and retention. Recognized by teammates and service partners for teamwork, excellent customer service, and ability to deliver innovative technology solutions to client problems. Show less Proactively performed ad hoc analysis and presented findings influencing leadership’s decision to invest in needed resources for the Service Center. Identified a need for and developed a dynamic analytics dashboard using data gathered from multiple sources for peers and leadership to monitor and analyze Service Center production and more objectively assess team member performance. Created a Payroll Specialist capacity analyzer to drive client retention by helping make better informed decisions around the distribution of new accounts. Responsible for maintaining client data integrity and adhering to the highest quality control processes to ensure accurate and compliant payrolls. Show less Spearheaded the national effort to convert paper-based payroll and records processes to paperless in six months by collaborating with stakeholders to understand requirements, developing the process and documentation, and training the organization, saving the company millions in paper, shipping and storage costs. Streamlined other business processes, developed documentation and worked with national stakeholders to gain buy-in and roll changes out across the organization. Created and presented to Executive leadership a 'Day in the Life of a Payroll Specialist" video to help increase synergy with other teams by spreading awareness about the responsibilities of a Payroll Specialist. Mentored and developed new Payroll Specialists and served as a national subject matter expert for system and payroll related items. Show less

  • Product Manager

    Sept 2023 - now

  • MidMarket Technology Analyst

    Oct 2021 - Sept 2023

  • Payroll Supervisor

    Dec 2017 - Jan 2022

  • Senior Payroll Specialist

    Nov 2014 - Dec 2017