Customer Service Human Resources

Leon B Sheppard

Roswell, GA ***** • 770-***-**** • ***********@*****.***

Summary

A Business Professional with more than 12 years of experience in Customer Relations and 6 years in

Human Resources Payroll currently in transition into Human Resources. Proven success educating clients

on best practices to remain in compliance with federal, local and state requirements. Known for ‘can do’

attitude and willingness to assist others where possible. Exceed client and company expectations

consistently. BA, Business Administration, Concentration in Human Resource Management. Spanish

fluency.

CORE COMPETENCIES

• Issue Resolution • Staff Recruitment • Testing/Validation

• Customer/Client Relations • Team Leadership • Balancing & Reconciliation

• Training & Development • Client Engagement • General Ledger Support

Professional Experience

Fidelity Investments, Raleigh, NC 2005 – 2012

HRP Operations Specialist/Analyst, Raleigh, NC (2006 – 2012)

Researched and resolved basic and complex payroll and tax inquiries requiring detailed payroll, procedural

and client specific knowledge. Interpreted rules and legislation at federal, state and local levels. Performed

tax and payroll calculations. Retrieved and compiled data from HRMS database using SQL in order to

analyze employee records for accurateness. Made adjustments to HRMS based on any discrepancies found

during the retrieval and analysis process. Audited employee records to ensure accurate W2 tax reporting.

Balanced and reconciled W2C’s. Executed testing and post production validations. Processed interfaces and

tax uploads. Supported general ledger (GL) work by researching GL exceptions and processing adjustments

to clear those exceptions.

Supported various external clients with their HR/Payroll issues. Point of contact for HR Representatives

from outsourced companies. Researched and responded to individual employee issues via phone/email.

Worked with various Human Resources Operations groups to arrive at client/customer focused solutions and

maintained associated user procedural documents. Proven ability to build strong and lasting relationships

with customers at all levels of the organization. Participated in on going process improvement projects.

Updated and maintained Human Resource records in HRMS. Conducted new hire and on going staff

training in large and small settings. Provided employees with pertinent information to help them avoid

issues at year end. Collaborated with Benefits and Administration departments to reduce and streamline

negative impact to employees.

Separations Associate, Raleigh, NC (2005 – 2006)

Provided expert advice to Human Resource departments on termination inquiries and requests. Educated

managers on compliance issues related to terminating an employee. Ensured that state guideline regulations

were adhered to in regards to ‘Same Day’ termination requests.

Georgia Power Company, Atlanta, GA 2004 –

2005

Contracts Specialist – Supply Chain Management

Supported three managers in the Supply Chain Management department. Prepared and disseminated bid

packages to prospective contractors for bid proposals. Input contract information into system and provided

customer service to plant locations.

JC Penney, Alpharetta, GA 1999 – 2005

Customer Service Rep (P.T. while attending school)

Managed staff to ensure the timely processing of incoming shipments. Provided reports to management.

Conducted new hire and on going staff training as well as provided sales support to staff when required.

First Union/Wachovia Bank, Alpharetta, GA 2001 – 2004

Teller, Alpharetta, GA (2001 – 2003)

Teller Manager, Alpharetta, GA (2003 – 2004)

Provided leadership and guidance to tellers within the branch by coaching and providing feedback. Managed

work schedules, team coverage and vacations. Acted as liaison between teller team and upper management.

Provided excellent customer service to all customers. Served as translator for non English speaking

customers. Conducted new hire and on going staff training. Facilitated meetings in absence of Branch

Manager. Monitored incoming and outgoing shipments to the branch.

Education

BA, Business Administration, Concentration in Human Resource Management

Georgia State University, Atlanta, GA

BA, Arts, Spanish

Georgia State University, Atlanta, GA

Skills

Advanced problem solving, resolution and analytical skills.

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Ability to work independently and be proactive.

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Strong interpersonal and presentation skills, ability to communicate effectively.

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Strong PC Software skills (Microsoft Word, Excel, Outlook and Access).

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Above average knowledge of Oracle HRMS Database, SQL Navigator and Interfaces.

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