Customer Service Manager
Resume:
Michael J. Pucci, CPP
Lyndhurst, NJ 07071
Cell: 201-***-**** *************@*******.*** Home: 201-***-****
AUTOMATIC DATA PROCESSING (ADP), Parsippany, Roseland and Clifton, NJ 2004 – 2016
Project Manager, Time & Attendance 2015 - 2016
Responsible for the planning, coordination and implementation of complex projects to ensure business goals and objectives are accomplished within designated timeframes and budgets.
Manage all project phases including initiation, planning, execution, monitoring and closure.
Direct the day-to-day activities of projects and ensure milestones are successfully met.
Lead communication with stakeholders and team members through the completion of the project.
Provide scheduled and on-demand status reports.
Assess, manage, resolve and escalate risks.
Completed individual projects that generated over a million dollars in revenue.
Implementation Consultant, Time & Attendance 2012 - 2015
Responsible for the analysis, design, configuration and testing of the Time & Attendance database along with the time clocks in a high paced environment with quick turnaround times.
Effectively establish, maintain, build and manage client relationships at all levels to ensure their system is successfully helping them achieve their business strategies.
Formulated the system’s scope and objectives to provide solutions to business problems.
Participated in client meetings to capture requirements and provide business analysis.
Managed an average of 30 clients at a given time.
Service Center Consultant, Payroll 2009 - 2012
Provide human resource, benefits and payroll support to National Account clients (over 1,000 employees).
Researched and solved complex questions on the usage of HRIS, benefit interface, health and welfare service products and payroll products.
Worked with clients to provide 401(k) information to ensure compliance for yearly discrimination testing.
Performed the role of account/relationship manager and proactively manage relationships with executives.
Trained and mentored new associates on payroll and HR support.
Conveyed client feedback to internal functional leaders to improve the client experience.
Processed special client calculations based on individual client needs for payroll processing.
Created employee imports for clients to utilize for their payroll uploads.
Instructed clients on payroll calendars and year end requirements.
Implementation Consultant, General Ledger 2004 - 2009
Implemented the client’s General Ledger configuration which generates journal entry files that interface with the financial application to create labor and cost analysis reports.
Primary client contact for issues/questions and delivered product support to the sales divison as well as the customer service department thereby increasing customer satisfaction.
Created client documents outlining each phase of the implementation with completion dates which managed expectations, established project timelines and kept the implementation on schedule.
Created a job aid to assist clients in locating areas of the General Ledger application needing adjustment when making configuration changes and received positive feedback from many clients regarding the usefulness of the document.
Addressed knowledge gaps by training and mentoring new associates on the application.
Received over 20 recognitions from clients and managers regarding outstanding service on multiple projects.
Designated the General Ledger spokesperson for the Eastern Region of the National Accounts Division and was the communication liason on any new information or enhancements.
CERTIFICATIONS
Certified Payroll Professional, American Payroll Institute
EDUCATION
Bachelor of Science in Accounting, Rutgers University
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