Tricia Joachim
Glendale
Summary
Dedicated and detail orientated professional with strong experience in customer experience and payroll operations. Known for excellent communication skills, accuracy in handling sensitive financial and employee data, and the ability to quickly learn new systems and processes. Committed to supporting organizational goals and resolving customer and employee inquiries efficiently, and maintaining high standards of professionalism. Passionate about continuous learning and professional development, with a proven ability to adapt, Improve workflows, and contribute to team success.
Overview
10
10
years of professional experience
Work History
Payroll Specialist
Paychex Inc
Phoenix, AZ
07.2020 - 11.2025
- Processed payroll for over 1,000 employees using Paychex Flex software
- Ensured compliance with federal, state, and local payroll regulations
- Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
- Managed and updated employee benefits information.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
- Managed garnishments, levies, and support orders in accordance with legal requirements, reducing company liabilities.
- Led training sessions for department staff on new payroll software, enhancing team efficiency and reducing reliance on external technical support.
Retention Specialist
Cox Communications
Glendale, AZ
08.2018 - 05.2020
- Developed retention strategies that enhanced customer loyalty and reduced churn rates.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Strengthened customer relationships, reaching out proactively to gather feedback and offer personalized solutions.
- Trained and mentored new team members on best practices for customer retention techniques.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Analyzed customer feedback to identify trends, improving service delivery and satisfaction levels.
Retention Specialist
CenturyLink
Glendale, AZ
02.2016 - 06.2018
- Implemented targeted communication campaigns, increasing engagement with at-risk customers.
- Trained and mentored new team members on best practices for customer retention techniques.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Enhanced team knowledge and skills with regular training sessions on product updates and communication techniques.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Education
High School Diploma -
Solano Community College
Fairfield, California, CACommercial Drivers License - Truck Driver
Western Truck Driving School
Phoenix, AZSkills
- Payroll processing
- Time sheet review
- Tax compliance
- Telephone and email etiquette
- Exceptionally organized
- Record keeping
- Dependable and adaptable
- Conflict resolution
- Decision-making
- Attention to detail
- Financial reports
- Meeting deadlines
Timeline
Payroll Specialist
Paychex Inc
07.2020 - 11.2025
Retention Specialist
Cox Communications
08.2018 - 05.2020
Retention Specialist
CenturyLink
02.2016 - 06.2018
High School Diploma -
Solano Community College
Commercial Drivers License - Truck Driver
Western Truck Driving School