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Customer Service Software

Marietta, Georgia, 30066, United States
March 15, 2011

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Dana M. Whitley

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

Marietta, GA ***66


EDUCATION University of Wisconsin, Whitewater, WI

ACHIEVEMENTS Six Sigma White Belt, ADP Client Satisfaction Survey Award(s)

TECHNICAL ADP Auto Pay, ADP Enterprise Version 4, ADP Web Based Internet Payroll System, Ceridian software,

Optimum software, Windows XP, Microsoft Office (i.e. Excel, Outlook, PowerPoint, Word) Internet



EXPERIENCE ADP Corporation, Alpharetta, GA March 2007-Present

Payroll/Technical Support Representative

• Process 150+ client’s payrolls via telephone while maintaining superior customer service.

• Troubleshoot and resolve issues/concerns related to payroll.

• Provide prompt, reliable, and accurate information to clients while maintaining effective

communication by adjusting to the pace and technical level of the client.

• Developed and maintain effective ADP/client communications to ensure client satisfaction

and improving client awareness.

• Utilize knowledge based of successful approaches, tools, and techniques for dealing with

processing challenges (complete implementation items, assist client tax set ups, research banking


• Collaboration with team members and other ADP ancillary products (WGPS,


Ceridian Corporation, Atlanta, GA March 2005-November 2006

Payroll Software Support Analyst

• Provide on-going support to clients at multiple locations with the use of diagnostic skills

together with the internal tools to identify roots causes for clients’ issues.

• Developed solutions and recommended appropriate action to prevent recurrence of


• Coordinated open incidents and followed up to ensure all client issues were resolved

promptly in a providing excellence service.

• Maintained high level of knowledge of Ceridian products and services through internal


• Troubleshoot and resolve one-on-one client issues.

Simkins Industries, Marietta, GA April 2003-March 2005

Payroll/HR Administrator

• Responsible for payroll processing for 65 employees of Simkins Industries, using Optimum


• Processed garnishments and monitored both safety reports and employee attendance report.

• Updated all OSHA reports and requirements.

• Updated all worker compensation claims.

• Lead orientation and training for new hire classes.

Administaff, Atlanta, GA March 1999-2000

Payroll Specialist

• Educated payroll contacts on procedures for completing employee paperwork, reporting,

and funding payroll

• Responsible for multi-location delivery and tracking of payroll checks and reports.

• Responsible for documenting and auditing client files.

• Provide extraordinary client service in effort to promote client retention.

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