Experience

• Paychex

  Credit Representative

  • Developed fraud prevention, know your client, and anti money laundering processes using Access, VBA, and SQL programming.
  • Worked with Cyber Security and Fraud Investigations team in relation with sensitive fraud related issues.
  • Key member in development of Authentication and Financial Crime Prevention group.
  • Developed AML program resulting in Paychex first proactive prevention of onboarding a money laundering client
  • Creation and maintenance of essential processes.
  • Handled escalated risk items and worked with team members to develop their ability to handle moving forward.
  • Addressed at least 21 potential fraud attempts, preventing a potential loss exceeding $1,000,000 overall.
  • Responsible for credit decisions up to $150,000.
  • Development of co-workers technical skills to strengthen group.
  • Worked with outside agencies to improve and maximize potential of available data.
  • Improved MMS Credit Review process technical infrastructure, saving 20 hours monthly.
  • Forecasted year-end payroll at risk volume during impending Fiscal Cliff to 12,000+ items with an error rate of 0.01%
  • Identified and implemented solutions that saved 7.5 hours weekly.
  

• Paychex

  Corporate Strategy Analyst

  • Identify and highlight financial and operational results for executive use in determining company strategy
  • Partner with product management to build pricing models for gtm strategy
  • Remain cognoscente of competition to ensure pricing structure maintains Paychex strategic position
  • Communicate with individuals in varying departments to understand headwinds and tailwinds
  • Analyze data to provide business insights across the organization

• Paychex

  Financial Services Analyst

  • Maintain and develop Access databases, also utilizing VBA and SQL programming in Excel.
  • Work with specialists to train, implement process improvements, and develop new ideas to further the business.
  • Primary operating role in Paychex discount rollback program, which generates $20mm in revenue annually. Personally developed audit process to maximize process efficiency, recapturing an estimated $100,000 in revenue.
  • Partnered with IT to improve discounting process in agile development, resulting in 5 headcount reduction.
  • Participated in development of additional product discount rollover model, spearheaded by data analytics.
  • Work with other groups for developments that rely on outside resources.
  • Handled escalated concerns from branch managers and field personnel.
  • Heavy involvement in project work.
  • Data analysis to improve business.
  • New process development.
  • Problem solving and implementing innovative solutions.
  • Mentored 3 individuals in technical abilities, deployed skills to advance department independently of IT.
  • Point of escalation on customer service issues within group.
  • Point of contact for technical support extending beyond immediate group.
  • Reporting.
  • Responsible for some credit decisions up to $250,000
  • Simplified lockbox process by developing an import and automated report, saving 6 hours monthly and improved tracking for postings of $50,000,000 annually.
  

• Paychex

  Dedicated Service Center Supervisor

  • Partnered with Product, IT, and other stakeholders to develop and implement chatbot, influencing enhancements related to text analysis, dynamic chat routing, Spanish responses, and product suggestions utilizing data science efforts to drive revenue and monetize bot.
  
  Highlighted in CEO Analyst call Q1 FY19:
  "They can make changes, they can ask questions, we’ll be introducing a chatbot that we showed at HR Tech that will basically service up 50 or 60 answers the questions, all you have to do is where is my W-2 or where do I find this or how do I do that and that will pop up and you will see that continue to evolve throughout the year."
  
  • Identified and executed on multiple client experience changes including: overhaul of internal quality assurance process, channel switching reduction, future issue detection, as well as other enhancements with respect to online client experience like chat disconnection reductions.
  • Lead chat efforts, partnering with other leaders who's representatives handled chats after hours, on weekends, or for other products.
  • Managed chat to be the media type with highest survey scores in the company.
  • Centralized Paychex Service Chat team, establishing standards and complimenting company blue chips of digital client experience, moving into chat-bot space while supporting 24/7/365 contact center.
  • Lead motivated team of 16, managing projects to keep reps engaged and promote career development while handling 85% of chats for Paychex.
  • Networked with local universities to grow Paychex footprint, expand candidate pool, and provide future professionals with insight and experience.
  • Partnered with workforce management to enhance operations with respect to representatives schedules.
  • Conducted data gathering to identify common client inquiries with a complex product to improve online experience and focus on machine learning initiatives.
  • Led team to maintain 85% queue support while balancing multiple projects amongst experienced reps.
  

• Paychex

  Banking Risk Supervisor

  • Managed increase of $30MM in revenue through reporting efforts highlighting discount trends and impacts of operational strategy, presented to executives, executed shift through operations.
  
  Highlighted in CEO Analyst call Q4 FY18:
  "Payroll service revenue increased 3% in the fourth quarter to $452 million. The increase resulted from the Lessor acquisition which contributed approximately 1% to growth and an increase in revenue per check which improved as a result of price increases net of discounts."
  
  • Manage team of 13 individuals that process 600,000 transactions annually exceeding $1,500,000,000.
  • Strategically restructured department to align with organizational goals, resulting in overseeing of financial reporting functions.
  • Established team of analysts aimed at evolving reporting and other technical functions, using SQL, R, .Net, VBA, Excel, Access, and other technical tools, including mentoring others in development, centralizing projects in Visual Studios Team Services and JIRA.
  • Development focused, helping people tap their potential, resulting in promotions to team leads, analyst, and supervisor positions.
  • Oversee Credit Cards, Manual ACH, Wires, accounting adjustments, and all A/R Cash application.
  • Manage relationships with banking partners to ensure accurate transaction postings and follow up on certain matters, including lockboxes, bank accounts, and on premises check scanner.
  • Developed partnership with Marketing, created Name Dropper functionality, retaining $1mm by reviewing referrals.
  • Focused on industry developments in payment technology to prepare Paychex for future necessities to achieve longevity, like online payments, same day ACH, and credit card developments.
  • Strategically restructured team, assumed 6 processes, developed 3 more, improved other processes, overall result was reducing headcount.
  • Identified solution for 401k Conversions lockbox, resulting in time savings of $30,000 and reduced refunds by 40%.
  

• Famous Footwear

  Sales Associate

  Richard worked at Famous Footwear as a Sales Associate