Customer Service Manager
Resume:
JULIE T PENLEY
St. Paul, MN 55105
*****.******@*****.***
OBJECTIVE: To secure a position in which I can apply the full range
of operations, client service and management
experience that I have obtained in the
following positions.
October 2008 - Home Health Care
Present Medical treatments, medication administration
and personal care.
January 2008- Northern
Tool
October 2008 Payroll Accountant
-Payroll processing utilizing ADP Enterprise system for 3,800
multi-state employees.
-Setup and installed the IPay system,
which converts the company to a paperless payroll system.
-Identified ways to streamline the processing procedure
and incorporate audit controls.
-Processed union payroll, garnishments, tax levies and
multi-state tax jurisdiction paperwork.
January 2003 - BOSTON HEALTH
CARE SYSTEMS
December 2007 Payroll Administrator/Specialist
Boston provided Health Care in a variety of different ways, for people who
required
special needs for an assortment of situations. I handled the following
functions.
-Payroll processing utilizing all of the ADP PC systems for 375
employees
-E-Time, E-Sheets, E-Phone systems for processing the employee's time
-Benefits, garnishments, accruals and 401K maintenance/processing
-Responsible for all the Accounts Payables and 1099 processing
-Setup and Installed the HRIS system
March 1987 - AUTOMATIC DATA
PROCESSING (ADP)
January 2003
BLOOMINGTON, MN
ADP is a service agent for payroll processing, HRIS systems and accounting
services.
April 1998 CLIENT
ACCOUNT MANAGER
*Investigate, research and analyze situations to resolve problems on
all products
*Design and/or modify features to meet client needs
*Provides technical expertise and guidance to other representatives
*Assist in training clients and ADP personnel
*Keep up to date and have knowledge of legislative issues and
wage/hour laws
*Maintain appropriate records on all calls, follow-up, statistical
reports, business retention, and revenue base
*Act as a consultant and handle complex major issues while directing
clients with options
November 1993 CLIENT / PRODUCT
TRAINER
*Trained clients on a variety of software products
*Trained associates on products and skills
*New class design and development
*Development of training materials and database to track class &
client information and reference materials
*New product rollouts, special sessions and seminars
March 1987 OPERATIONS / DATA ENTRY
MANAGER
*Managed the Data Entry department for all payroll, accounting,
billing and custom specifications for all of ADP services
*Programmed all custom projects and requests
*Programmed consolidation programs to streamline some jobs and
procedures
*Converted tape/disk drive processing system to an on-line system
*Managed 45 employees; 24 hours per day, 5 days a week
SEPTEMBER 1984 - REPUBLIC TELCOM
MARCH 1987 BLOOMINGTON,
MN
NETWORK OPERATIONS MANAGER
Republic provided long distance services from thirty cities in the USA. As
Network Manager, I was responsible for the following departments:
NETWORK CONTROL
The department was responsible for identifying, monitoring, dispatching and
resolving any condition that would affect the customer base.
CUSTOMER SERVICE
The department was responsible for handling any client issues,
monitoring resolution and the ultimate resolution of every client call
and/or concern.
Additionally, I developed a client tracking system, policies and
procedures, operations manuals, reports to monitor volumes,
production, technical analysis and historical data.
MAY 1982 - BROADVIEW
SAVINGS & LOAN
SEPTEMBER 1984 CLEVELAND,
OH
SPECIAL
FUNCTIONS MANAGER
The position provided development and management in the operations
division for the following areas:
Operations/Systems Support, Checking Account services, Item
Processing, Return Items and Fraud, & Customer Service
This entailed:
* Implementing, training and conversions from service agents to in-
house processing center
*Working with federal, state and civil agents for prosecution on cases
concerning losses and/or fraud
*Network and operations support for in-house users and other banks
utilizing broadview as their service agent
MAY 1979 - MIDWAY
NATIONAL BANK
MAY 1981
ST. PAUL, MN
BOOKKEEPING/OPERATIONS SUPERVISOR
Supervised the following areas:
*Data entry and order processing
*Checking and check returns
*Item processing and adjustments
*Customer service and support services for 90 banks using Midway as
their processing agent
SEMINARS / COURSEWORK: Pay Train (CPP), PHR, CPR, Essentials of
Payroll, Tax and Taxable's, Quarterly Reports, Year End seminars, HRIS
Systems, Customized Client Training
SOFTWARE: Lotus, MS Office, ADP-PC, ADP- HRIS, ADP-HRP, ReportSmith,
Report Writer, E-Time (all products), Kronos, GP Dynamics
SALARY NEGOTIABLE
REFERENCES: FURNISHED UPON REQUEST
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