Olivia Snowder
Oklahoma City, OK |- |-
Objective
Experienced Payroll professional with 10+ years in Enterprise SaaS account management and
partnerships. Skilled in delivering exceptional customer service, utilizing Lean Six Sigma, and SQL for
data-driven solutions. Proven success in managing complex relationships, driving employee and
customer retention, and enhancing overall efficiencies. Committed to strategic planning and execution
with innovative insights to drive team success.
Experience
Paycom Payroll | Supervisor of Service - TAX
Directed a department-wide initiative that reduced backlog by 94% within a year through the
application of Lean Six Sigma methodologies.
Launched a CSAT implementation campaign via a department wide presentation, increasing
customer satisfaction in the TAX department by 17% through improved collaboration and
streamlined operations, using analytics data to help drive the most strategic improvements.
Partnered with Project Management and executive leadership with a regular communication
cadence to prioritize system enhancements, driving significant improvements in business unit
efficiency and digital capabilities.
Responsible for creating an impactful inclusive and engaged culture with clear goals and SMART
objectives team members understand and feel empowered to meet. Ensure team leaders are
properly coaching their direct reports in alignment with department and organizational objectives.
Paycom Payroll | Team Leader – HRIS
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Primary stakeholder in extensive roadmap for planning the return of an ACA service team,
including mapping out the customer experience from onboarding to filing, the team members and
training, and more.
Leveraged DDX data (inhouse version of Pendo) to determine how customers are utilizing the
system, in order to map out global strategies for overall improvements. Using this data, led a
technical support team in managing and adapting to evolving ACA legislation, delivering a top-tier
SaaS experience. Achieved a 46% reduction in customer “to-do” lists by developing and
executing a digital adoption strategy, consulting on best practices, driving overall system
improvements, and optimizing multiple SaaS platforms.
Created schedule and content for annual “To-do” items for customers to engage customers to act
and speeding up their time to value on this critical reporting requirement. Partnered with
Marketing department in branding and timing for things to hit customers inbox.
Developed SQL queries within JIRA to ensure accurate and consistent metrics for accountability,
supporting enhanced data-driven decision-making.
Partnered with the Client Training team to create impactful presentation content, boosting
webinar usage from the lowest ranked to the second most utilized resource, significantly
increasing customer engagement.
Paycom Payroll | Team Leader – Service
2023 - 2025
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Built strategic client partnerships to identify benefits, recommend best practices, and create
tailored proposals for maximum ROI, achieving over 97% customer retention.
Advanced understanding of navigating and making updates to customers payroll general ledgers.
Utilization of DDX data (inhouse version of Pendo) to determine how customers are utilizing the
system, in order to map out global strategies for overall improvements and maximizing client ROI.
Provided regular guidance to both team and customers regarding technical support in all areas of
payroll, including but not limited to auditing payroll data, accruals management, personnel data,
secure transfer of information, etc.
Guided a team through regular system updates to the payroll engine, ensuring customers
individual processes were as efficient and accurate as possible based on multiple variables such
as pay frequency, industry, etc. as well as ensured accurate YE forms were produced and
approved by the customers.
Collaborated with client executive teams to address frustrations, overcome objections, and
resolve challenges, leading to improvement in overall customer satisfaction.
Paycom Payroll | SR Customer Service Specialist
Supported and retained an individual book of business averaging $14 million in annual revenue,
maintaining 98% average individual KPI and customer retention.
Identified additional business needs, ROI opportunities, and best practice recommendations,
partnering with stakeholders to adjust SOPs and enhance efficiencies.
Assisted through the payroll process, guiding pre-payroll procedures, during processing, and
post-processing validations, ensuring accurate tax and deductions.
Determined optimal communication style and cadence with customer base for ideal customer
experience and maximal progress on open projects.
IBC Bank | Lead Teller/Sales Rep
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Balanced individual and branch cash supplies, ensuring accurate transactions and planning for
anticipated cash flow, enhancing operational efficiency.
Identified and capitalized on new business opportunities, resulting in the successful sales and
implementation of new accounts, driving revenue growth.
Processed and validated transactions for accuracy and completeness, mitigating potential
fraudulent activities and maintaining compliance with regulations.
Spearheaded communication campaign across multiple branches to ensure operations were as
consistent as possible at each location, providing exemplary experience for customers and
employees visiting more than one location.
Education
Southwestern Oklahoma State University | Weatherford OK
Major: Marketing | BA
Skills and Abilities
Lean Six Sigma – White Belt Certified
Creating and deploying presentations in a wide array of settings
Adept in creating and using SQL
Proficient in full Microsoft Office Suite
Clifton Strengths – Woo | Communication | Includer | Activator | Strategic
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