Concierge Service
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Proactive Customer engagement

Concierge service,
tailored support

From Paymasters, to Customer Success Managers, to Live Support, our team doesn’t just answer your questions—we anticipate your needs.

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What is “concierge service?”

Clients and our team members on how Wrapbook approaches customer support differently.
wrapbook confounders video cover

What is “concierge service?”

Clients and our team members on how Wrapbook approaches customer support differently.

What is “concierge service?”

Clients and CSMs on how Wrapbook approaches customer support differently.

Surround-Sound Support

Whether it's a paymaster checking over your payroll, an expert advising you on tax incentives, or live support staff picking up the phone on a Sunday, Wrapbook supports you from every angle.

Film & Television
Commercial
On-Call Assistance
Proactive Success Team
Veteran paymasters
Expert-Guided Setup
Accounting Specialists
Subject Matter Experts
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On-Call Assistance
On-Call Assistance
Veteran paymasters
Expert-Guided Setup
Accounting Specialists
Subject Matter Experts
On-Call Assistance
Subject Matter Experts
Accounting Specialists
Expert-Guided Setup
Veteran paymasters
Proactive Success Team
On-Call Assistance
Proactive Success Team
Veteran paymasters
Expert-Guided Setup
Subject Matter Experts
book a demo
On-Call Assistance
Proactive Success Team
Veteran paymasters
Expert-Guided Setup
Subject Matter Experts
On-Call Assistance
Subject Matter Experts
Expert-Guided Setup
Veteran paymasters
Proactive Success Team

Accountability, Always

We don’t just talk about our commitment to service—we measure it.

Customer Satisfaction Score (CSAT)
Based on followup surveys sent to workers and production teams after support interactions.
4
.
3
out of 5, 12-month average
Live Support Response Time
14
sec
Median live support response time 
(rolling average)

1.833.WRP.BOOK

Mon – Fri, 8AM – 7PM Pacific | Sun, 8AM – 5PM Pacific

Union Timecards Reviewed by Humans
100
%
Percentage of union timecards reviewed by an expert paymaster
Invited crew with an existing profile
60
%
Percentage of crew invited to a Wrapbook project who already have an account
PROJECT CREATION TIME
10
min
Average time to create a new project in Wrapbook
CREW ONBOARDING TIME
3
min
Average time for a worker to onboard themselves
Wrapbook Platform Uptime
Platform uptime measures the percentage of time a system or service is operational and available for users without interruptions or outages.
99
.
9
%
Platform uptime in the last six months

A Proactive Production Success Team

Our concierge service model puts dozens of industry experts in your corner. Here are just a few of the faces you’ll get to know.

Customer Success Managers

Customer Success Managers are your strategic partner for all things Wrapbook. They’ll not only answer your questions, they’ll work proactively to make sure you’re getting the most out of our platform.

“It’s great to have someone that understands what our needs are, because it’s different with every one of our clients.”

Christ Vokos, Head of Television
Ten Key Accounting
Devin Clay
Devin Clay
Senior Customer Success Manager
  • 20+ years of experience in the payroll industry
  • Served as Production and Print Payroll Supervisor at The Team Companies
  • Served as Payroll Supervisor at Axium
Ashley Reilly
Ashley Reilly
Customer Success Manager
  • 10+ years’ experience in payroll and customer service; 4+ years in film/TV
  • Served as Payroll Coordinator at Cast & Crew, where she processed 800–1000 timecards per week for major motion pictures and marquee network TV shows
Courtney Nicholas
Courtney Nicholas
Enterprise Client Partner
  • Over a decade of experience in the film industry
  • Served as Director of Customer Success at Cast & Crew
  • Served as Manager of Physical Production at Blumhouse, where she worked on 25+ films, including 2017’s “Get Out”
Lila Nawrocki
Lila Nawrocki
Senior Customer Success Manager
  • Decades of experience in the entertainment industry
  • Served as Payroll Coordinator at Cast & Crew
  • Passionate about helping creatives realize their dreams
John La
John La
Senior Customer Success Manager
  • 13+ years of experience in entertainment payroll, from indie projects to major streaming platforms
  • Started at EMS Payroll and later spent 7+ years in commercials at Entertainment Partners
Marc Longberg
Marc Longberg
Senior Customer Success Manager
  • 20+ years of freelance production experience
  • Hands-on knowledge of nearly every role in the production office
  • Deep understanding of the financial aspects of production—budgeting, actualizing, and payroll management
Chanelle Davis
Chanelle Davis
Senior Customer Success Manager
  • 20+ years of experience in payroll, with special emphasis on commercial payroll
  • Served as Senior Payroll Administrator at Entertainment Partners
  • Frequent panelist at AICP

“And that one update can change your life”

1:03
“And that one update can change your life” Cover
“And that one update can change your life”
1:03
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What is “concierge service?”

Clients and CSMs on how Wrapbook approaches customer support differently.

Paymasters

With decades of experience running both union and non-union payroll, our paymasters are here to help ensure you’re paying your whole crew quickly and compliantly.

“The transaction feels seamless at Wrapbook. What clients don’t see is all the work behind the scenes that the paymasters are doing.”

Renee Sadono, Senior Manager, Union Payroll
Wrapbook
Tim Murphy
Tim Murphy
Senior Union Paymaster
  • 20+ years of commercial payroll experience
  • Served as a senior payroll manager at Entertainment Partners
  • Frequent panelist at AICP
Daniel Su
Daniel Su
Senior Union Paymaster Product Consultant
  • 20+ years of experience in the entertainment industry, 25 years in adult education and training
  • Specializes in breaking down complex topics into clear, practical instruction
  • Passionate about helping others grow, whether in payroll, or on the dance floor
Rae Gibson
Rae Gibson
Senior Union Paymaster
  • 30+ years in entertainment payroll, starting with data entry and growing into on-set accounting roles
  • Worked on iconic productions including “Sex and the City” and “The Super”
Renee Sadono
Renee Sadono
Senior Manager, Union Payroll
  • 15+ years’ experience in Film & TV payroll, including leadership roles
  • Leads Wrapbook’s payroll team as Payroll Manager
  • Dedicated to demystifying payroll for clients
Joel Chung
Joel Chung
Senior Union Paymaster
  • 7+ years’ experience in payroll and accounting
  • Special emphasis on union payroll: IATSE, SAG-AFTRA, DGA, WGA, and Teamsters
  • Extensive experience in the on-set needs of production accountants
Jess Budry
Jess Budry
Senior Union Paymaster
  • Over a decade of experience in film and TV payroll, with roles spanning Paymaster to Payroll Manager
  • Expert in both union and non-union payroll, with a specialization in Animation and WGA projects
Catalina Vizcarra
Catalina Vizcarra
Senior Union Paymaster
  • 10+ years’ experience in entertainment payroll
  • Specializing in talent and crew payroll, union and non-union processing, and industry-specific compliance
  • Deep knowledge of guild agreements: SAG-AFTRA, DGA, IATSE, and WGA

“The best paymasters in the industry”

0:59
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“The best paymasters in the industry”
0:59
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What is “concierge service?”

Clients and CSMs on how Wrapbook approaches customer support differently.

Live Support Specialists

Production isn’t a 9-5; neither is our support team. If you’re on location and need something right away, help is just a phone call away.

“I know that with anybody at Wrapbook that I call, you understand what I’m asking you, and you know how to fix it.”

Elli Legerski, Producer/Production Supervisor
Rachel Gordon
Rachel Gordon
Director, Customer Support
  • 13 years’ experience in the film and television industries, 7 years’ experience in customer support
  • Served as Director of Customer Success Operations at Cast & Crew
Casey Hopkins
Casey Hopkins
Customer Support Specialist
  • 8 years of experience in production accounting—mainly in scripted, episodic television
  • Served as Junior Production Accountant on “Grey’s Anatomy” and “Station 19”
  • Experience in both Accounts Payable and Payroll
Sara Khalid
Sara Khalid
Senior Customer Support Specialist
  • One of the first members of the Wrapbook Support Team
  • 10+ years of experience in customer facing roles
  • Passionate about providing an outstanding customer experience
Connor Rickman
Connor Rickman
Manager, Customer Support
  • 8 years production office experience on feature films and narrative series
  • Past projects include HBO, Disney, Dreamworks, Hallmark Channel, Amazon, Netflix and Peacock
Laramie Sitzman
Laramie Sitzman
Customer Support Specialist
  • 12 years’ experience in the film & television industry
  • 4+ years of film production accounting experience
  • Previously worked as a professional makeup artist on projects for Disney, Netflix, CBS, and more

“Somebody who’s in the battlefield with you.”

1:12
“Somebody who’s in the battlefield with you.” Cover
“Somebody who’s in the battlefield with you.”
1:12
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What is “concierge service?”

Clients and CSMs on how Wrapbook approaches customer support differently.
Stella Perez
Stella Perez
Senior Production Accounting Specialist
  • Production accounting expert with 15+ years of experience
  • Held the controller position at production houses while running her own entertainment accounting service
Rene Quiroz
Rene Quiroz
Senior Product Solutions Specialist
  • 25+ years’ experience in production accounting, mainly in unscripted
  • Former Director of Client Application Solutions at Greenslate; oversaw the development of Greenslate’s PAS
Paul Schoeman
Paul Schoeman
Senior Director, Labor Relations
  • 25+ years of Labor Relations experience
  • Extensive experience negotiating and creating 150+ union agreements for SAG, DGA, WGA, IA and Teamsters
Laura Winn
Laura Winn
Senior Director, Risk Management
  • 15+ years’ experience in risk management
  • Served as Senior Director of Risk Management at Paramount, and Director of Risk Management at Time Inc.

“Payroll has become so easy. Fixing payroll has become so easy. Communicating with the crew has become so easy.”

Bochen Zhang, Line Producer / Production Accountant
Bowerbird & Pegasus Planes

“We try to adapt to the customer, and to the times, rather than them having to adapt to what we’re offering.”

Stella Perez, Senior Production Accounting Specialist
Wrapbook

Get Wrapbook on your team

Take a live demo, and see for yourself how concierge service can transform your production.

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