Customer Service Sales

Letitia Hipp, FPC *********@*****.***

Edgewood, MD 443-***-****

Senior Payroll Implementation Specialist

Excellent Client and Project Management Skills

Detail-oriented, high performing with strong ability to communicate effectively with technology, executive, and business audiences. Exceptional follow up and interpersonal skills. Work well under pressure of time constraints, prioritizing client issues.

Quality Control Customer Service Research Training and Mentoring

Professional Experience

ADP 2004 – Present

Quality Control Specialist II 2017 – Present

Reviewed client paperwork for completeness, facilitating timely client implementation.

Coordinated with overseas representatives regarding entry of client details, ensuring accurate account setup.

Mentored and assisted associates on processes and procedures and with questions during client setup, confirming all laws and ADP guidelines were met.

Performed quality review of client profile and employee details, providing a seamless and accurate payroll.

Corrected any errors in client set up and provided necessary feedback and training.

Partnered with all departments involved in client implementation, guaranteeing client scheduled start date and time was met.

Senior Migration Analyst & Sr. Implementation Specialist 2013 – 2017

Acted as first point of research and readiness for existing small business clients as they transitioned to latest ADP platform.

Facilitated comprehensive installation and migration of existing clients to the RUN powered by ADP in compliance with One ADP while maintaining maximum productions within a virtual team.

Ensured accurate and complete migration; instrumental in converting 90 thousand clients in FY’ 14 while maintaining record retention.

Utilized efficient processes to maintain production, meeting and exceeding goal of 40 migrations per week.

Achieved total client satisfaction by effectively setting proper expectations.

Letitia Hipp *********@*****.*** Page Two

ADP (Continued)

Acted as leader of my team, assisting other members with trouble shooting and completing difficult client migrations.

Provided necessary training to client including 1st Net Log In and processing, ensuring clients were prepared to process payroll.

Researched and resolved all issues, ran necessary adjustments, and ensured all features were active.

Senior Centric Sales Support 2010 – 2013

Responded to inquiries regarding products, features, functionality, system requirements and general questions regarding products and service options and assisted with escalated calls, facilitating positive customer service.

Provided sales associates with status on order receipts, implementation status, and start dates, ensuring accuracy throughout process.

Maintained positive and open business relationship with sales, implementation, and client service.

Assisted with CPA requests, developing and maintaining business partnerships.

Analyzed call volume, identifying product knowledge deficiencies as part of continuous improvement process.

Implementation Specialist 2004 – 2010

Initiated and implemented products and services as outlined in client contract and prepared multiple client payrolls daily.

Conducted in-depth analysis of client requirements and specifications.

Analyzed complex requirements for payroll, benefit, human resource policies and procedures.

Audited client paperwork and system during conversion period, ensuring nearly error-free delivery of payrolls.

Assisted in reconciliation of tax deposits, confirming proper quarterly and annual filings by ADP.

Facilitated client training as necessary for on line payroll software.

Aided in reconciliation of tax deposits, facilitating proper quarterly and annual filings by ADP.

Education

Fundamental Payroll Certification (FPC), American Payroll Association

Courses in Human Resources, Harford County Community College

Introduction to Business

Human Resource Management

Employee Relations

Employee Training and Development

Accounting Principles I

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