Customer Service Manager

Luciana Fortune-Bass

***** * ********* #**** ******, TX 75063 · 512-***-****

************@*****.*** linkedin.com/in/luciana-fortune-bass

Skills & Qualifications

Fifteen Years’ experience with Multi-state, High Volume and Full Cycle Payrolls

Twelve Years plus years in various Leadership roles with up to 75 reports

Twelve Years plus providing Customer Service and Customer Retention

Ten Years in Human Resources: recruiting, interviewing, training, and orientation

Ten Years of G/L reconciliations and Journal Entries

Eight Years Project Management & Documentation

Eight Years with International Payroll

Payrolls for 2,000+ including Union and Non-Profit: Cycles include weekly, bi-weekly and semi-monthly

Processing in house weekly, monthly, quarterly and annual tax filings

Accounts Payable and Receivable Function: 400+ invoices daily, check runs, invoices and billing

Implementation and Testing of various payroll software

Software

Workday

ADP

QuickBooks Pro

QuickBooks Premiere

QuickBooks Online

PeopleSoft

Microsoft Office Suite

Intuit Payroll

Kronos

Reportsmith

SAP

Salesforce

Experience

2017-Current OneSource Virtual

Sr. Payroll Tax Supervisor

Supervise a team of up to 75 payroll Tax Specialists, 20 Tax Account Managers and 4 leads

Processing payroll full cycle for companies with 10K+ employees in U.S., Canada, Guam, UK, Jamaica and Puerta Rico

Ensure all established service level agreements are met with relation to tax and payroll

Ensure all required tax information is obtained from client prior to go live date

change and update job description/ created and updated procedure manuals

Review and approve product withholding tax returns, informational returns, amendments and correspond with the tax localities (IRS, unemployment, state agencies and locals and Canada)

Oversee processing of payroll changes (e.g. new hires, terminations, raises) and system upgrades

Develop formal reporting system to communicate results of audit activities to management and regulatory compliance agencies

Create and roll out KPI’s and ensure all tax specialist meet KPI’s and metrics

Work closely with all escalated customers to ensure their needs are met

Work with internal department and clients to ensure a smooth onboarding transition into Workday and with OSV and offboarding

Identify areas that need improvement and establish comprehensive processes and procedures for payroll

Prepare, analyze and develop payroll reports for senior management and executives

Managing the scope, schedule and budget for projects

Interview, hiring, leading, mentoring, training, coaching, and motivating team members on a proactive basis

Reporting metrics for project management to senior leadership and executives

Developed, documented and implemented on-the-job training program for new clerks, specialist and supervisors

Successfully reduce aged cases from 14K to under 600, in effect gaining 45% customer satisfaction

2017-2017 National Domestic Violence Hotline (NDVH)

Payroll Accountant

Supervise payroll team members and provide assistance when needed

Assist internal and external auditing procedures related to payroll by following company standards and policies

Maintained perfect reconciliations of balance sheet accounts related to the payroll

Prepare and file all required payroll tax filings in multiple states

Prepare and file required workman’s comp returns and filings

Process all employee expense reimbursement requests

Prepare cost allocations, and monthly bank reconciliations

Analyze Financial Statements

Prepared batch check runs, wire transfers, and ACH transactions

Effectively communicating job expectations to team members

Assist in the preparation of the annual budget for payroll related items

2015-2017 Fourlane

Sr. Bookkeeper/Payroll Accountant/Trainer

Prepare relevant weekly, monthly, quarterly and year-end reports

Leading, mentoring, training, coaching, and motivating team members on a proactive basis

Developed, documented, and implemented on-the-job training program

Monitor the accurate processing of staff appointments, transfers, promotions and terminations

Manage workflow to ensure all payroll transactions are processed accurately and timely

Prepares appropriate schedules and reports as requested by clients and partners.

Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records.

Handling books for multiple clients with multiple companies

Process payroll for multiple clients, companies with multiple entities up 750 employees

Handled human resource for multiple clients

Make and file payroll deposits and forms for multiple clients in multiple states

Full cycle payroll for US, Canada, Mexico, Dubai and Jamaica

Prepared batch check runs, wire transfers, and ACH transactions

Full cycle Accounts Receivables & Payables

Process information, financial data via 3rd party applications: Tallie, Concur, PayPal

Evaluate inventory and process inventory adjustments

Identifying areas that need improvement for client and create and document SOP’s

Develop formal reporting system to communicate results of audit activities to management and regulatory compliance agencies

Developed, documented, implemented and reporting metrics for project plan

Managing the scope, schedule and budget for projects

Process wire transfers

2014-2015 Touchstone

Jr. Accountant

Hire, retain, mentor, supervise and coach bookkeeper and clerks

Process payroll for multiple clients, companies with multiple entities up 450 employees

Process payroll for employees abroad; Canada, Philippines and Mexico

Calculate and process affiliate payouts and journal entries for Payroll

Responsible for multiple companies

Process and maintain all records for subcontractors including those in Canada, Philippines, Japan and Mexico

Multiple bank reconciliations and fixed assets reconciliations and record keeping

Inventory management by developing a system from the ground and maintaining system

Creating SOP for inventory management

Prepared batch check runs, wire transfers, and ACH transactions

Compile reports to present P & L, expenditures that are pertinent to the operation of business

2013-2015 Industry One

Area Office Manager/Sales Consultant

Oversight of 3 employment offices

Processing Payroll for up to 500 employees (both office and field staff)

Recruiting, interviewing and hiring employees

Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; and representing organization during any hearing

Negotiating contracts and bids.

Credit card and bank reconciliations

Recruiting, acquiring and writing new contracts for new clients

Administration of human resources functions (for a small offices)

Comply with OSHA standards

Create workload schedule in database

2012-2013 Pyramid Trucking

Accounting Consultant Contract Position

Cost analysis and forecasting

Ensure driving comply with DOT regulations, updating driver daily log

Account receivables and payables

Prepared batch check runs, wire transfers, and ACH transactions

Payroll for employees and owner operators multi-state

Reconcile G/L accounts and made appropriate Journal Entries

Full cycle Accounts Receivables & Payables

2010-2012 RockTenn (formerly Smurfit-Stone)

Sr. Accounting Administrator

Change and update job description/ created and updated procedure manuals

1099 maintenance and payroll allocations

Inventory reconciliations and inventory database updates

Assist with implementation of new systems based on accounting needs

Disbursement of work load to team and Hire, mentor and train a team of 15

Prepared and filed payroll taxes for various states, Canada, Mexico and Puerta Rico

ensure correct account is charge for payroll

Payroll reconciliation for 7500+ employees, including journal entries

Review and process any reimbursement, supplemental pays, vacation payouts, and voluntary deductions

Perform and verify calculations and effect on GL in relation to budget appropriations

Prepare reports analysis; weekly, monthly, quarterly

Effectively communicating job expectations to team members

2007-2010 Jacobson (formerly A.W.I.)

Lead Office Representative/Account Manager

Scheduling freight appointments and adhering to transportation guidelines

Auditing & inventory management, cycle counting, discrepancy resolution

Utilize the LIFO and FIFO depending on the product goods

Prepared batch check runs, wire transfers, and ACH transactions

Interview, hiring, leading, mentoring, training, coaching, and motivating team members on a proactive basis

Conducting shift meeting/ create workload schedule in database

Process union & non-union multi-site payrolls full cycle for up to 500 employees

Investigated and resolved problems associated with processing of invoices and purchase orders

Quality control and ensure customer and vendor satisfaction

Created manuals to assist employees with completing jobs in timely fashion

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