Customer Service Human Resources
Resume:
ALAN W DELAPP Santee, South Carolina 29142
phone 678-***-****
skype alan.delapp
email/facetime ********@**.***
Over 10 years of Payroll and Human Resources experience with diverse companies and a lifetime of utilizing cutting-edge
technology. Critical thinker devoted to aligning HR Processes to ever-changing business needs and goals. Over 25 years of
customer service whether face-to-face, in a call center, or remotely accessing internal customers across the world via email,
skype, or teleconference. 5 years of supervisory in demanding customer service environments.
PAYROLL/HUMAN RESOURCES
PAYROLL ADMINISTRATOR, INTEGRATED BROADBAND SERVICES, KENNESAW, GEORGIA FEBRUARY.2010-2011
Generated payroll for over 200 employees in the United States and Canada. Facilitated 401k and Worker s Compensation audits and
related corrective actions as part of an entirely new nance team. Evaluated Payroll and HR processes to ensure maximum ef ciency.
Implemented payroll frequency change from biweekly to semi-monthly cycle. Integrated newly acquired company with minimal impact to
employees. Corrected embezzlement/ fraud from prior payroll specialist. Learned three new payroll software systems while running three
simultaneous payrolls on different cycles. Created payroll related General Ledger entries and facilitated all HR/Payroll GL Reconciliations.
International & Multi-state tax ling and management. Served as back-up to HR Administrator
PAYROLL ADMINISTRATOR, NCDRL LLC, ATLANTA, GEORGIA 2008- NOVEMBER 2009
Multi-state payroll for over 2000 employees and contractors in 17 states and the District of Columbia. Annual Payroll of over $62 million.
Evaluated current processes in order to streamline processes, enhance use of HRB, Taleo, e-Time, and PayExpert. Incorporated
SharePoint as a communication and trouble ticket monitoring system. This allowed for tracking error trends and offering targeted
solutions. Designed and implemented electronic storage of all HR documents. Corrected two years of fraudulent payroll/embezzlement
from prior payroll administrator including resubmission of tax records. Eliminated over $100k in shipping costs by converting to online pays
stubs & electronic payment. Transitioned over 300 dentists and medical professionals to electronic time-keeping system.
PAYROLL SPECIALIST, JCB INC., POOLER, GEORGIA 2006-2008
Multi-state and international payroll for over 400 employees in Canada, Iraq, Singapore, the United Kingdom, and the United States.
Facilitated Expatriate and Accounting rm relationships to ensure timely and accurate tax ling and equalization. Designed and
implemented paperless HR system for all employees and contractors. HRIS administrator for US and Canadian operations. Provided
reports as needed to manufacturing executives, managers and supervisors Served as back-up to Bene ts Administrator and Receptionist.
STAFFING SUPERVISOR, HORIZON STAFFING, SAVANNAH, GEORGIA 2005-2006
Managed recruitment and advertising for local newspaper and Internet sites. Coordinated Job Fairs with local schools and state agencies.
Managed the hire of 300 employees for a diverse client base. Drove logistics for pre-employment screening and testing. Designed and
implemented electronic record keeping and resume system. Designed and implemented Client QA system.
PAYROLL COORDINATOR, NORTH CAROLINA STATE UNIVERSITY, RALEIGH, NORTH CAROLINA 2001-2005
Department of Student Services, University Dining
Department of Treasury, University Bookstores
Managed payroll and garnishments for diverse employee group of over 400 Full time and contract employees. Translated employee
handbook into Spanish. Conducted orientation and food safety courses in Spanish. Served as back up to Bene ts Coordinator.
Alan W. DeLapp 107 Wateree Annex, Santee, South Carolina 29142 678-***-****
********@**.*** skype alan.delapp
CUSTOMER SERVICE
OWNER/OPERATOR PERSONAL TIME MACHINE, ATLANTA, GEORGIA 2011-CURRENT
Operated personal concierge & administrative service for various clients in the Atlanta metropolitan Area. Some duties included
administrative support,catering, computer/network consulting and implementation, event planning, housecleaning and maintenance
scheduling, personal chef, pet care & transport, resume writing, and shopping.
WORKPLACE SERVICE REPRESENTATIVE, VALUEOPTIONS BEHAVIORAL HEALTH, DURHAM, NORTH CAROLINA 2003
Resolved customer inquiries regarding bene ts, eligibility, referrals, certi cations, and account status for a wide range of employer/clients in
the Southeastern Call Center. Investigated claim status and all phases of claims research resulting in adjustments and resubmissions.
Translated telephonic mental health assessments between psychologists and Spanish-speaking clients.
MEMBER SERVICES REPRESENTATIVE, MAMSI, RTP, NORTH CAROLINA 2002-2003
Resolved customer inquiries regarding bene ts, eligibility, referrals, certi cations, and account status for a wide range of employer/clients in
the Southeastern Call Center. Investigated claim status and all phases of claims research resulting in adjustments and resubmissions.
TROUBLE MANAGEMENT SUPERVISOR, BUSINESS TELECOM INC., RALEIGH, NORTH CAROLINA 1991-1993
Supervised the Trouble Management team of ten call center employees for Southeastern CLEC. Collaborated with Team Lead to decrease
average call handling times and increase client satisfaction rating dramatically for 8 major accounts including IBM, and several international
calling-card companies.
CUSTOMER SERVICE REPRESENTATIVE, PROGRESS ENERGY, RALEIGH, NORTH CAROLINA 1996-1999
Answered over 100 calls per day regarding, billing, usage, energy savings and sales of optional services. Piloted award-winning Spanish-
speaking queue for major utility handing over 200,000 calls annually. Received Progress Energy Award for Customer Excellence.
Translated brochures, billing statement data, and web content into Spanish.
CUSTOMER SERVICE TEAM LEAD, TIME WARNER CABLE, CARY/CHARLOTTE, NORTH CAROLINA 1990-1995
LEAD DISPATCH
Answered escalated questions regarding service, sales, and quality assurance issues. Scheduled team of 11 call center employees.
Monitored customer calls and coached employees to ensure excellence. As Lead Dispatch, scheduled service calls for a eet of 20
technicians as primary dispatcher. Responsible for tracking employee time and submission of time sheets for payroll. Scheduled all vehicle
maintenance. FCC Liaison for complaint resolution and prevention.
EDUCATION & TRAINING
North Carolina State University
Lifelong/Continuing Education Student
Apex High School, Apex, North Carolina
Graduated, 1989
SKILLS & SOFTWARE
Financial Sage Peachtree & MAS500
General Apple (Numbers, OSX Lion, Pages), Lotus Notes, Microsoft Of ce Suite, SharePoint
HRIS/Payroll ADP (eTime, EZ Labor, HRB, General Ledger Interface, iPay, PayExpert, Workforce Now), Ceridian, Kronos,
Paychex, Pay@Work (Canadian), People Soft, Staf ink
PROFESSIONAL ORGANIZATIONS
ADP Payroll Services Group, APA, Gartner Business Intelligence and Management Group, HR.com & Payroll Subgroup, Payroll Consultants
Network
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