Malia Gardner
Data Driven & Innovative
Phone:
(585) 953-4256
Email:
Location:
Nashville, TN
About Malia
A motivated, agile & analytical leader; dedicated to moving the business forward by leveraging technology, elevating the client experience, & utilizing data to drive efficiencies.
EXPERIENCE
June 2024 - Current
Supervisor - Audits, Billing, CPR
Paychex, Inc. | Product Integrity
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Manage the employees & processes of the operational teams within the Time & Attendance department
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Establish quantifiable performance standards and the tools for consistent evaluation
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Stabilize the operational teams by:
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Identifying and improving SOPs
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Consolidating workflow systems
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Establishing task uniformity
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Developing business inspection resources
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Analyze monthly audits and advise on prioritization to maximize revenue retention and data integrity
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Communicate procedural changes to internal stakeholders
January 2022 - June 2024
Supervisor - Product Integrity (ISG/Clock Team)
Paychex, Inc. | Product Integrity
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Oversee second-level support teams for Time & Attendance and HR Online products and Client-Product Relations Team
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Evaluate business opportunities impacting revenue, client experience & retention
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Strategize & facilitate initiatives to overcome business opportunities including restructuring teams, revising workflows, and innovating new processes
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Establish & maintain partnerships with key internal stakeholders including, but not limited to first-level support teams across multiple departments, Development & Product Owners
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Examine employee performance & productivity – providing coaching & resources when necessary
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Recruit and retain top talent through internal career pathing to meet staffing needs
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Develop employees and promote career progression
November 2019 - January 2022
Paychex, Inc. | Online Services
Supervisor - Implementation
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Oversee a team of approximately 12 employees in the Time & Attendance Implementation space
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Monitor employee performance and provide coaching and resources when necessary
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Develop business inspection tools available to both employees and leadership that accurately reflect employee metrics
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Evaluate business opportunities impacting revenue, client experience, employee engagement & integrated technology to strategize action plans for improvement
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Present an Annual Business Review to upper-level management of our department’s health, blue chips, and strategic approaches
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Establish and maintain partnerships with key internal stakeholders including, but not limited to Sales, Billing, Payroll, and New Client Onboarding
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Strategic planning around preparation and cross-functional partnership to combat elevated volumes throughout Year End and staffing shortages
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Recruit and retain top talent through internal career pathing and supplemental hiring outside of Online Services & Paychex to meet staffing needs
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Develop employees and promote career progression
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Effectively lead/influence peers; including mentoring
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Contribute to the Ellman Client Experience Pillar – Time Live with First Payroll
March 2019 - November 2019
Paychex, Inc. | Online Services
Onboarding Team Lead
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Coach new hires to “One-Call Resolution” and “Get Your 10” to increase client satisfaction
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Prepare employees for success post-OBX by coaching to processes, resources, and the various systems utilized
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Partner with trainers, second-level support, and co-Team Lead to create, organize, and facilitate sessions and materials for each class
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Identify areas of opportunity to further streamline the onboarding program
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Increase employee engagement and retention of information through innovation
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Evaluate new hires’ stats to identify areas of opportunity for coaching
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Remain agile to accommodate the unexpected and find alternative solutions
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Assume supervisorial responsibilities of queue and Calabrio management, leading meetings, and initiating difficult conversations
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Elevate Paychex Culture by leading discussions and activities
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Participate in interviews and evaluate candidates to determine who will best meet the organization’s needs to align with Department Blue Chips and vision
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Enhance and expand resources accessible through Knowledge Portal by flagging, fixing, and adding articles
November 2016 - March 2019
Paychex, Inc. | Online Services
Service Partner
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Acted as a dedicated contact responsible for leading the setup, training, and successful implementation of Paychex FlexTime and Human Resources Online services
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Continuously maintained monthly graduation quota of 13 clients per month
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Managed an average of 30 client accounts at a time, including large revenue and VIP Top 100 clients
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Took on escalated clients from peers to retain client satisfaction and complete the implementation process
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Served as a mentor and shadow partner for new hires, leaders, and prospects
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Provided technical support to peers and leadership team
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Participated in the Ready, Set, Punch pilot and post-rollout meetings with department leaders and partnering department to widen the scope of clients eligible for Ready, Set, Punch.
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Participated in a focus group for TimeTrade and assisted with the department rollout by partnering with Trainers to create instructions and leading the Round Table
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Leveraged partnerships with other departments to fulfill clients’ customer service experience
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Assumed the supervisorial responsibilities of queue management and leading team meetings
EDUCATION
2014-2017
Bachelor Degree
SUNY - THE COLLEGE AT BROCKPORT
BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION & MANAGEMENT
SKILLS
Microsoft Products
Agility
Communication
Reporting & Analysis
Project Management
Organization