Customer Service Management

Janice A. Salgado

***** ******* *****

Chino Hills, CA 91709

Telephone: 909-***-****

CAREER SUMMARY

Over ten years of experience in an analytical environment’ thorough knowledge of SCE policies and practices related to, project development and performance, suggestions to work-style processing, strong consultation with individuals, administration support, seasoned business judgment’ able to handle confidential and sensitive information and work effectively under tight time constraints; manage assortment of complicated assignments; work independently; capable of working with a wide-range of employees, consultation with clients, demonstrating interpersonal skills; excellent written communication, problem solving abilities and organization skills.

PROFESSIONAL EXPERIENCE

Southern California Edison, Rosemead, CA October 2006-July 16, 2013

HR Analyst-Program/Project

• Support wide-range of employees in the Employee Information Center delivering high quality customer service to all HR customers including employees, retirees, dependents, managers, officers, and others

Provide customer service and process information regarding death events, retirement, pension, position management, rideshare, termination, and compensation

Daily use SAP to find employees payroll contact, process address change, research in service date, check status of job position, enroll employees into training courses (Learning and Development, IT, and Regulator & Compliance), view paycheck, display organization and staffing, view Operating Unit and Department Record, and maintain time data

Speak at New Employee Orientation

Team lead of Learning & Development-Training Enrollments, Course Information, Leadership Grant, Other Business Unit Training (IT & EHS), and Cancellations

Team lead of Corporate Payroll Issues- Contact with Payroll to give EIC updates on information needing to be informed of speaking with EE

Demonstrate knowledge and experience in many HR related discipline such as Benefits, Payroll, Compensation, Pension, Disability, Training, Staffing or Labor

Knowledge with online systems which are used to administer HR programs such as SAP, PeopleSoft, Total Benefits Administration, HR Self Service System, and Peregrine

Solve employee problems by providing accurate information, answering questions, processing transactions, which include benefits plans

Process invoices track, monitor, analyze, and document all aspects of EIC customer service interactions; building and maintaining positive relationships with key contacts including program vendors, management, core area representatives, and the EIC team; leading, overseeing, or supporting one or more HR projects, programs or services; designing, developing, and delivering presentations, reports, and information

Accurately analyze information to make sound decisions

Handle weekly staff meeting minutes

Southern California Edison, Rosemead, CA June 2004-September 2006

Payroll Analyst – Analyst Program/Project

• Support over 16,000 employees with multi-state bi-weekly payroll administration

Respond and assist employees with questions regarding pay practices, having strong communication and customer service skills.

Process payroll transactions on a bi-weekly basis.

Generate manual checks due to change in status (terminations, new-hire, transfer, etc.)

Evaluation work site needs in regards to human resource services and proactively develop

Calculate amounts for different types of hours/earnings and before/after tax deductions

Ability to work with corporate officers, management, employee relations, disability management, staffing, employee records, and other HR departments considering type of work

Input/calculate timekeeping entries for employee

Solve customer problems in a fast pace environment

Daily secretarial responsibilities such as correcting data, large volume of answering phone calls, constantly reading/writing letters, preparing special reports, all under no supervision

• Garnishment Services

Accurate interpreting and auditing court orders with capability to apply analytical and mathematical/accounting skills

Ability to compose information internal/external in writing for questionnaires, normally sent to me by court

Strong analysis for conducting salary surveys

Working knowledge of federal/state laws affecting employee’s benefits/pay preferred (i.e. garnishments, overtime, rules, law, legal procedures)

Responsible for tracking garnishment orders which are close to being paid off

Easily am able to translate different orders and understand the negotiating employees have made with the court

Constantly speaking with different parties (employee, lawyers, x-spouse, and courts) to explain the garnishment order, definition of terminology, amounts of paycheck, and how to terminate order

Countrywide Home Loans, Pasadena, CA February 2002-June 2004

Payroll Specialist

• Manage and analyze Payroll for 3,000 employees

Develop garnishment grid for processing payroll adjustments within state and federal regulations

Administer and maintain all records of tax levies, withholding orders, child support, and miscellaneous court orders

Close attention to garnishment orders for both short/long term conditions

Mediator between company and employee disputes over terminations, severance, leave of absence, and position changes

Provide solutions for employees on extenuating circumstances

Serve as resource to department management and client organizations

Update confidential information into data bases

Perform process improvements

Administer benefits

Audit semi-monthly reports

• Over and Above Responsibility

Reconcile of miscellaneous payroll disbursements

Records Retention

TelePacific Communications, Los Angeles, CA April 2001-January 2002

Human Resources Administrator

• Assisted in planning analysis, presentation materials and implementation strategies

• Supported with training program

• Provided administrative and payroll support

• Completed special projects as assigned

Hain Celestial Foods, Irwindale, CA June 1998-December 2000

Consumer Affairs Representative

• Interfaced with multiple departments, internal and external executives

• Resolved customer issues with tact and diplomacy

• Prepared presentation materials and reports for senior management

• Excellent verbal and written communication skills

EDUCATION

• B.S. in Business, California State Polytechnic University, Pomona, CA (June 2001)

Member of PIHRA (Professionals in Human Resource Association)

• Pension Certificate Completion

• American Payroll Association

2004 Preparing for Year-End & 2005 (October 2004)

Certificate in Calculating Paychecks (March 2005)

Wage & Hour Summit (July 2005)

TECHNICAL SKILLS

Computer Applications: MS Windows, MS Word, MS Excel, Power Point, Payroll Adjustment System, SAP, Lotus Notes, PeopleSoft, Paynet, Paybreeze, ATSLAN, ADP Enterprise, HRMS Version 3, Spreadsheets

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