Customer Service Human Resources
Resume:
Aisha N. Washington
Winston-Salem, North Carolina 27127
abiauf@r.postjobfree.com
PROFESSIONAL To obtain a challenging, rewarding position within a
progressive staff setting that best utilizes my human
OBJECTIVE: resources experience, communication and computer
skills with an opportunity for professional growth.
EDUCATION: North Carolina State University
2711 Sullivan Drive Raleigh, NC 27695 Raleigh, NC
Major: Human Resources/ Business Management
Graduation Date: May 2001
KEY ASSETS / Windows XP Microsoft Word Microsoft Excel People
Soft 8.8 and 8.9
STRENGTHS Applaud Database Microsoft Access Microsoft PowerPoint
JDE and ADP systems
RELEVANT
EXPERIENCE: Payroll Process Advocate - Pepsi Beverages Company
February 2009 - Current
Winston-Salem, NC
> Support achievement of organizational goals by leading and
participating on organizational projects
> Develop project plans that drive internal and external
process change through process enhancements Partner with
PBG Business Partners to implement and rollout new
processes and systems
> Partner with internal and external partners to improve and
sustain compliance of processes, practices and procedures
> Identify and escalate process and procedural change needs
between the ESC and the field
> Facilitate communication practice for changing operational
processes
> Facilitate and initiate conference calls
> Ensure synergy and consistency of process communication
across the team
> Conduct formal presentations
Executive Compensation Payroll Agent - Pepsi Bottling Group August
2007 - February 2009
Winston-Salem, NC
> Responsible for the accurate and timely end-to-end payroll
processing, and all related payroll activities, for
Executive employees for US and Canada
> Process bi-weekly gross-to-net cycles supported by an in-
house payroll system, including all earnings and
deductions such as time and attendance, commissions, auto-
pay, bonus, severance pay, United Way, union fees, and
short-term disability
> Process bi-weekly adjustment cycle checks, paycheck
reversals, check corrections, and manual checks
> Resolve payroll issues through partnerships with the
Executive Compensation Team
> Build and sustain effective partnerships with HR Field and
HQ groups
> Process bi-weekly payroll for all Executive Ex/In-Pat
employees
> Ensure compliance with all federal, state, and local
payroll policies and procedures
> Process bi-weekly Merrill Lynch and Prudential upload
files and ensure accuracy of data
> Assist with year end processing for US and Canadian
Executives
Payroll Agent - Pepsi Bottling Group May 2006 - August 2007
Winston-Salem, NC
> Responsible for the accurate and timely end-to-end payroll
processing, and all related payroll activities, for
employees spanning multiple states and/or provinces
> Build and sustain strong business relationships and
delivers value through optimal transaction processing and
customer service.
> Process weekly/bi-weekly gross-to-net cycles supported by
an in-house payroll system, including all earnings and
deductions such as time and attendance, commissions, auto-
pay, bonus, severance pay, United Way, union fees, and
short-term disability
> Process weekly adjustment cycle checks, paycheck
reversals, check corrections, and manual checks
> Resolve payroll issues through partnerships with the Human
Resource Field
> Build and sustain effective partnerships with HR Field and
HQ groups
> Support other PSC team members when necessary
> Ensure compliance with all federal, state, and local
payroll policies and procedures
> Maintain employee-level data, including direct deposits,
general deductions, and additional pay in an Payroll
system
Benefits/Payroll Inbound Agent - Pepsi Bottling Group Jan. 2005 -
May 2006
Winston-Salem, NC
Transitioned from Ajilon to permanent employment with Pepsi
Bottling as Benefits/Payroll Inbound Agent
> Responsible for maintaining 100% accurate employee records
and track interaction with customers
> Was awarded for processing 114 escalated issues calls for
Call Center leadership during one period.
> Excellent first level of customer support for company's
employee benefits programs, including
Medical, Dental, Vision, group insurances, 401(k) program
and payroll inquiries
> Served as key administrative liaison between Field
recruiters and the HR advisors while ensuring Customer
information using People Soft
> Process AP checks weekly, reviewed payroll SPA e-mail
daily to distribute cases through CTSW to agents
Certified Benefits Administrator - Aon Consulting Mar. 2002 - Aug.
2004
Winston-Salem, NC
> Provided excellent customer service with accurate and
complete benefit information
> Lead member for all payroll related issues and responsible
for processing of weekly payroll files
> Maintained and prepared assigned client group carrier
files while posting retiree and direct bill payments
> Supported HR and customer service representatives with
complex benefit questions and concerns that
needed to be resolved at the corporate level.
Customer Service Representative/ Benefits Specialist - Aon Consulting
Dec. 2000 - Mar. 2002
Winston-Salem, NC
> Provided excellent, accurate customer service while
explaining the complete benefit package and guidelines
> Effectively trained and supported 8 associates for the
transition to the Customer Service Benefits Team
> Maintained 100% complete and accurate call/task notes in
company database and employee correspondence.
> Achieved status as Aon Consulting Customer Service
Incentive Program Committee member
Human Resources Dept. Administrative Asst.-Wachovia (Temporary)
June 1999 - July 1999
Winston-Salem, NC
> Scheduled and coordinated interviews for perspective
candidates both in person and via phone screening.
> Processed new hire documentation and facilitated delivery
of new associate orientation to the company
> Demonstrated ability to interact with a diverse scope of
individuals
ACTIVITIES / Phi Eta Sigma Honor Fraternity Big Brothers Big
Sisters of America
AWARDS Zeta Phi Beta Sorority Work Balance Committee
NABA (National Assoc. of Black Accountants) Pepsi Fitness Committee
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