Natasha Santos
Columbus
Summary
Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development
Overview
11
11
years of professional experience
Work History
Account Manager
Proliant
05.2024 - 06.2025
- Support clients in using their online accounts to process payroll.
- Adding company level earnings and deductions, garnishments, insurance plans, banking information, and much more.
- Troubleshooting and assisting the client with any errors on the online platform.
- Made payroll corrections for both year end and quarter end filing including prior quarter and prior year corrections.
- Managed client relationships to ensure satisfaction and retention through proactive communication.
- Developed strategic account plans to align services with client needs and enhance service delivery.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Senior Payroll Specialist
Paychex INC
08.2017 - 12.2023
- Processed payrolls for all pay frequencies via email, phone, and fax.
- Input all garnishments, 401k, medical, fringe benefits and year end reporting.
- Gained knowledge of client needs by asking probing questions and taking notes on how to accurately execute their payroll.
- Managed payroll processing for diverse client accounts, ensuring compliance with federal and state regulations.
- Implemented process improvements that enhanced payroll accuracy and reduced processing time.
- Collaborated with HR teams to resolve employee inquiries regarding payroll discrepancies and benefits administration.
- Conducted regular audits of payroll data to identify errors and ensure adherence to company policies.
- Assisted in the integration of new payroll technologies, improving overall system efficiency and user experience.
- Partnered with benefits administration team to integrate benefit deductions into the payroll system seamlessly.
- Developed comprehensive reports for management detailing payroll trends and compliance issues.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Adjusted tax withholdings according to employee requests while adhering to federal regulations thus avoiding penalties or fines.
- Ensured compliance with federal and state regulations by staying current on tax laws and filing requirements.
- Implemented time-saving procedures for handling garnishments and deductions, reducing processing errors and improving efficiency.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Managed payroll for over 500 employees, ensuring timely and accurate payments.
- Collaborated with HR to maintain up-to-date employee records, facilitating accurate paycheck calculations.
- Initiated process improvements that led to faster turnaround times on year-end tax documents such as W-2s or 1099s for employees.
- Applied knowledge of regulations, employment law, and tax code to keep operations in compliance with applicable standards.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Maintained strict confidentiality regarding sensitive employee information while processing biweekly payrolls efficiently.
- Resolved payroll discrepancies quickly and successfully.
- Resolved employee pay discrepancies swiftly and professionally, maintaining positive relationships with staff members.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Created new hire and termination documents for payroll.
- Completed payroll accurately and timely to meet employee expectations.
- Calculated wages, deductions and bonuses in accordance with company policies.
- Tracked employee vacation, sick and personal time.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
Billing Specialist
IQor
10.2016 - 08.2017
- Processed billing payments via phone.
- Provided customer service and support to call in clients and email clients.
- Provided payment plans and arrangements to clients when needed.
- Processed high-volume billing transactions with accuracy and attention to detail.
- Managed customer inquiries regarding billing issues, enhancing client satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
Senior Administrator
Amazon
01.2014 - 01.2016
- Led cross-functional teams to implement new operational protocols, improving service delivery across departments.
- Kept office operations running smoothly by providing effective leadership and administrative skills.
- Acted as liaison between senior management and staff, communicating strategic objectives and aligning team efforts towards goals.
- Served as a key point of contact between management and employees, addressing concerns promptly and professionally to maintain a positive work environment.
- Delegated tasks, monitored compliance and implemented performance improvement plans.
- Managed a team of junior administrators, providing guidance and support to ensure high levels of performance and job satisfaction.
- Streamlined administrative processes by implementing efficient systems and procedures, resulting in increased productivity.
Education
HS Diploma -
Williams Allen HS
06.2010
Skills
- Problem Solving
- Multi-State Payroll
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Relationship building
- Report writing
- Cold calling skills
- Schedule management
- Employee mentoring
- Compliance requirements
Timeline
Account Manager
Proliant
05.2024 - 06.2025
Senior Payroll Specialist
Paychex INC
08.2017 - 12.2023
Billing Specialist
IQor
10.2016 - 08.2017
Senior Administrator
Amazon
01.2014 - 01.2016
HS Diploma -
Williams Allen HS