Manager Service

Katie Barboza

Email: *********@********.***

Address: *** *. ******* **.

City: Covina

State: CA

Zip: 91724

Country: USA

Phone: 626-***-****

Skill Level: Management

Salary Range: $75,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

KATIE BARBOZA

1980 E. Benwood St. Covina, California 91724 626-***-**** *********@********.***

MANAGER OF TAX/PAYROLL

CRM / National Accounts / Transaction Analysis / Quality / Call Center / Startups / Multi-Sites Budgets / Project Management / Domestic & International Compliance / Staff Training / HR / Payroll

Applying a highly effective combination of financial, operational and leadership expertise, I`ve strengthened and sustained profitable relationships for Fortune 100, Automatic Data Processing (ADP) and luminary clients such as Google, Home Depot and Hormel. I`ve led expansion efforts, improving service quality and capacity. I excel in:

Analyzing, identifying and resolving sensitive, complex B2B transaction issues

Leading client satisfaction initiatives that generate a continuous revenue stream

Spearheading, designing and implementing process improvement strategies

Developing and managing new departments that support efficient staff utilization

Building, training and managing project teams and new outsourcing groups

Employers, colleagues and clients acknowledge my problem-solving abilities and notable communication skills that address client concerns with respect and swift resolution. I have a BS in Business Administration, Management and HR from California Polytechnic University, Pomona and continued studies at Cal Poly, and Azusa Pacific University.

SELECTED ACCOMPLISHMENTS

Enhanced customer response system. Challenged with improving existing client report system for ADP`s Research Team. Collaborated with IT to redesign existing system, boosting automated responses 20%, reducing manual responses and yielding an annual labor savings of $520K.

Developed priority call center. Existing processes prevented ADP`s payroll regions from direct contact to prioritize crucial state/federal client notices. Built resolution team/direct call center. As a result, this initiative generated positive client response, garnering the highest External Quality Survey scores for this department.

Decreased US overtime by $45k annually. Analyzed and shifted the appropriate jurisdictions to our off-shore location to equalize notice responses and reduce US overtime usage. The first annual savings yielded a decrease in overtime dollars by $45k. Currently, overtime dollars are on target to surpass the $45k savings as it will take affect during an entire fiscal year.

Developed -first time- resolution initiative. Lien/Levy Team handled 125,000 client transaction issues annually. For productivity improvements, introduced strategy to intensify first time response efforts. Reduced notices by 14,000 in year one and 23,000 by year two. This yielded a savings equivalent to two full time employees in the department.

CAREER HISTORY

Automatic Data Processing (ADP), 1999 to 2012. Served in positions of increasing responsibility for multi-billion dollar business tax and financial outsourcing firm.

Tax Manager, 2010 to 2012. Lead US Team and Off-Shore Team in solving tax issues for National Accounts and Tax Service clients. Integrated first time service initiatives to increase client retention and satisfaction scores.

Senior Supervisor, National Accounts Research Team, 2006 to 2010. Lead team of 18 Analysts in reconciling G/L accounts, taxes and client concerns. Create client services action plans. Integrate acquisitions and collaborate with IT to manage projects for internal operating systems. Manage HR functions and $1M+ budgets.

Supervisor, Lien/Levy Research Team, 2005 to 2006. Developed and implemented plan to create National Accounts Research Team. Created department process to establish -first-time- issue resolution initiative.

Supervisor, Priority Research Service Team, 2000 to 2005. Addressed transaction concerns of state/federal agencies. Developed quality metrics to improve productivity for Call Center Team and external payroll partners.

Team Leader, Tax Processing, 1999 to 2000. Supervised 14 Associates, trouble-shooting and correcting transactions and quickly producing solutions to client issue notices.

Manager, Claim Jumper Restaurant, 1996 to 1998. Oversaw 15+ staff. Enhanced customer satisfaction/staff retention.

Outside Interests: I volunteer at the Ronald McDonald House and serve as a neighborhood spokesperson for City Council meetings. I enjoy racquetball, running, water skiing, hiking and watching football and basketball.

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