Lori Pesce

  • Charlotte US-NC
Lori Pesce

Introduction

Customer service professional with 19 years experience in leading Human Resource and Payroll solutions.  Provided PC and Client tech support for small to medium sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Demonstrated ability to build key relationships, motivate teams to set and accomplish ambitious results, and design innovative solutions to solve complex problems. Outstanding communicator, resourceful, and action-oriented.

Work History

Work History
Apr 2007 - Apr 2009

Customer Service Analyst 2nd Level

Ceridian Employer Services

Provided advanced HRIS application support to Ceridian's internal and/or external customers for their HR/Payroll systems (Access, SQL and Web product platforms).

  • Executed technical and customer service skills to provide support to customers through timely, effective resolution of payroll, benefits, human resources, self service and tax filing issues.
  • Identified root cause of customer concerns, analyzed and resolved customer incidents and/or designed, tested and implemented  custom solutions for the customer.
  • Conducted data maintenance and manipulation within software product: Importing/Exporting, SQL statements for both reporting and updating of data, Data Scrub, and Customization/Adaptation of the software application.
Aug 2005 - Apr 2007

New Business Customer Care Leader

Ceridian Employer Services

Performed quality leadership to the New Business Customer Care (NBCC) Analysts and ensure retention and growth of our assigned customer base and our employees. Responsibilities include:

  • Collaborated with the Customer Care Service Leader to set Performance Management objectives and provide performance feedback to employees.
  • Partnered with the Customer Care Service Leader to budget and control costs.
  • Resolution of client escalation issues, also serves as an escalation point for the CSA's.
  • Participated in Six Sigma projects within the organization.
May 2000 - Aug 2005

Client Service Support Analyst

Ceridian Employer Services

Administered world-class service and quality support to an account base to ensure retention and growth.

  • Provided personal payroll and software training which included on site calls.
  • Utilized Expert Advisor to document customer's issues and resolution. 
Apr 1998 - May 2005

Project Consultant

Ceridian Employer Services

Developed HR and Payroll reports for clients; including General Ledger, 401K reports, Non-Discrimination, Flexible Spending, Personal Time Off and other customized reports.

  • Managed large projects with multiple points of contact, resulting in successful completion of projets within published timeframes.
  • Mastered a variety of software programs; Excel, Word, Power Point and Project Tracking.
  • Advised clients on issues regarding Section 125, health care, and retirement plans.
Dec 1989 - Apr 1998

Account Manager

Ceridian Employer Services

Managed an account base ensuring growth and retention of client relationships. 

  • Participated in special projects that resulted in increased productivity, process improvement and quality efforts.
  • Recommended, coordinated, and delivered training seminars for clients.

Education

Education

A.S. Hotel-Restaurant Management

Johnson & Wales University

B.S. Hospitality Management

Johnson & Wales University