John G. Manna

Background

About John G. Manna

EXCEPTIONAL CUSTOMER RELATIONS TRACK RECORD | PROVEN EFFICIENCY Jmanna65@yahoo.com | 585-748-4541 My current role with Paychex involves a combination of diligent research and personable customer service capabilities. As a payroll services company, Paychex handles a range of tax filings for its clients. When disputes arise, and the IRS or state taxation authority in any of more than a dozen US states assesses a penalty to one of our clients, I must research the issues, determine why the penalty was assessed, and communicate with the client regarding possible resolutions. Diplomacy is of key importance in performing my duties. Occasionally, I will encounter an agency representative with a negative attitude and must work past that attitude to resolve issues for our clients. In addition, I must deal with our clients, who can be angry and frustrated about receiving notice of a penalty. They want the problem addressed immediately, although it can often take months to reach a final resolution. While these scenarios are playing out, it is important that I stay in communication with clients to keep them updated and help them understand why the process takes so long. Diplomacy is even more essential when it is determined that the problem is not the fault of Paychex, but due to an error on the client’s part. In such cases, I must carefully explain why the issue is not the fault of Paychex and provide direction to the client on resolving the matter, while maintaining a strong customer rapport. An additional challenge, which I have learned to successfully manage is balancing several such cases simultaneously while making necessary progress on each. The ability to multi-task and manage my time is essential. Maintaining cordial customer rapport Negotiating with government agencies Understanding tax regulations in multiple jurisdictions Balancing multiple, competing priorities Achieving win-win resolutions to complex problems