Customer Service Sales

Terri M. Dorsey

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

Alpharetta, GA 30005

*********@*********.***

678-***-**** (Hm)

770-***-**** (Mobile)

OBJECTIVE

To obtain a position within an organization utilizing my expertise,

education and training with an opportunity for advancement and growth based

on experience and job performance.

EDUCATION

Master's Degree - Business Administration October 2006

University of Phoenix-Dunwoody Campus Atlanta, GA

G.P.A. -3.71

B.S. in Sociology, Sociology, Saint Leo University, Saint Leo, Florida

1992-1996

Dean's List October 1994- March 1995

A.A. in Liberal Arts and Sciences, Saint Leo University, Saint Leo, Florida

PROFESSIONAL EXPERIENCE

November 2007- November 2010

Ultimate Software Group

Atlanta, GA

Tier I Product Support Specialist- Time and Attendance

. Document call transactions, processes and methodologies used to

diagnose and resolve the client/users issues into appropriate service

tool.

. Assist with system configuration, data mapping, testing of

requirements of system during setup post-live conversion.

. Assist and identify root cause of problems, manage and resolve issues

in a constantly changing technical environment.

. Act as liaison between clients and product IT specialists.

. Provide outstanding quality customer support with a high degree of

customer satisfaction, technical expertise, thorough and timely

response to customers.

. Excellent analysis, problem determination and troubleshooting skills

with the ability to know when to escalate.

. Acts as primary contact for clients regarding technical and "how - to"

issues.

. Responds to client/user inquires, questions and concerns, and assists

the client in the timely resolution of problems.

. Assist the client/user by providing training over the phone as

necessary and explaining additional functionality the client/user may

not be currently using.

. Keeping up to date on system and software changes.

Develop and maintain client relationships.

. Support implementation efforts when needed.

. Documents software defects and works with Product Management to

resolve.

September 1997-November 2007

Automatic Data Processing, Inc.

Atlanta, GA

Time and Labor Management Implementation Specialist

. Assist new and existing clients with the Implementation of

software/hardware configuration; which supports time clocks and labor

management products on various operating systems.

. Consistently input very detailed and comprehensive information into

the case tracking system for all issues, inquiries and requests.

. Monitors system testing during the client's implementation process to

ensure for accuracy and client satisfaction.

. Establishes project timelines and monitor the client's implementation

schedule to ensure that the project meets targeted completions dates.

. Research, analyze, troubleshoot and resolve simple to complex

application issues during the implementation, test and live rollout of

ADP's ezLaborManager TLM product.

. Follow- up with clients on project tasks and ensures client

satisfaction and retention.

Call Center Payroll Supervisor

. Develop and manage a team of teledata representatives to ensure

payrolls are processed in accordance with established quality and

accuracy standards.

. Provide supervisor assistance to Teledata\Service Department regarding

the resolution of client problems or escalated client calls.

. Use the CMS phone system to research call volume and monitor daily

attendance.

. Mentors and counsels associate by providing progress evaluations on

performance.

. Prepares and/or reviews department productivity reports and submits to

management according to scheduled deadlines.

. Build high quality relationships with sales and service to clients to

meet region financial and quality goals.

.

Payroll Technical Support Specialist

. Assist associates with problem-solving skills to help resolve client

issues.

. Provide high-level technical and training support to resolve product

and installation issues.

. Handle and resolve escalated client issues.

. Maintain and monitor client audit, tax out-of-balances, and full level

tax error logs.

. Update and track internal database by assigning new accounts to

implementation specialists.

Senior Payroll Implementation Consultant

Coordinate the installation of payroll system and set up associated

utilities for new clients.

. Train new clients on how to properly prepare payroll information for

their company via telephone.

. Provide continuing quality customer service to all clients new and

existing.

. Coordinate and communicate with sales managers and internal

departments to ensure accurate conversion.

. Inform clients of tax liabilities such as filings and deposit of

federal, state and unemployment taxes.

July 1996-July 1997

Lynk Systems, Inc.

Atlanta, GA.

Payroll\Accounting Specialist

. Processed employee weekly and semi-monthly payroll.

. Use ADP to administer payroll and personnel information entering

employee information such as tax benefits, taxes, scheduled

deductions, and direct deposits.

. Ensure properly delivery of payroll checks.

. Input checks into accounting systems such as garnishments, 401K, and

invoice payments.

March 1991-March 1996

U.S. Army Defense Finance and Accounting Service

Ft. Eustis, VA

Finance\Payroll Specialist

. Reviewed, researched, verified and processed pay authorization

entitlements and ensured they are in compliance with applicable

regulations, policies and precedents.

. Prepared reports of activities pertaining to salary, leave, travel

and personal finance records of military personnel.

. Counseled and assisted military personnel in the preparation and

procedures of documents needed to establish or change in pay

entitlements.

. Audited and closed out leave record and input outstanding

transactions in pay system prior to separation or enlistment.

Professional Skills

. Technical Support

. Business Analysis

. Supervisor

. Project Management

. Team Leader

TECHNICAL SKILLS

Software: CICS, MicroSoft Word, Power Point, Excel, MS Outlook,

Wordperfect, Access, ADP, Lotus 1-2-3, Peachtree Accounting 4.0, ADP

Easypaynet, CMS, Groove, PCPW, PayeXpert, Clarify, eStart, Workbrain\Infor,

Novatime 4000, Cognos.

Hardware: IBM 3270, Laser Printers, DataProducts B600 and B1000 Printers,

LAN (local area network), RSI, and Kronos.

Networks and Operating Systems: Local Area Network (LAN), Wide Area

Network (WAN), MS-DOS, Windows, AS400, Novell, ACD phone systems, Dunn &

Bradstreet and TRW credit reporting systems, Citrix and Meta/Winframe, MS

SQL 2005.

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