Customer Service Representative
Resume:
Betty L Pittman
Raleigh, NC 27510
(M): 704-***-****
E-mail:********@*****.***
OBJECTIVE
To secure an increasingly responsible position where I can apply my years of experience achieving success through a results oriented, self-motivated style of doing business, balancing the growth objectives of the organization and advancing its strategic direction.
EDUCATION Interboro University, New York, NY, Associate,
Katherine Gibbs Business School, New Brunswick, New Jersey.
PROFESSIONAL PROFILE
• Management – Solid background in providing leadership and direction for goal setting, strategy development, change management, measuring results, and growth and development of staff; cultivating business partnerships; Specialty areas include: human resources, finance/accounting, information and technology services, organizational training and development, and payroll.
• Communication – Persuasive communicator with well-developed presentation and highly developed negotiation skills. Able to develop productive relationships with colleagues, stakeholders, and staff at all levels.
• Team building – Strong team-building, leadership, motivation and communication skills coupled with insights into emerging opportunities, trends, issues and challenges.
PROFESSIONAL EXPERIENCE
July 23, 2011- December 16, 2001
Wells Fargo Bank
HR Customer Service Representative
Answering calls and assisting members with issues, reviewing and explaining health insurance, policies, details, and rights as per questions presented by members. Keeping accurate deadlines within both client and HIPPA laws for consistent and accurate processing of data
June 19, 2010- July 9, 2011
ACS Business Solutions
A Xerox Company
Customer Service Representative
Answering calls and assisting members with issues, reviewing and explaining health insurance, policies, details, and rights as per questions presented by members. Keeping accurate deadlines within both client and HIPPA laws for consistent and accurate processing of data
L &R Trucking Inc., Charlotte, NC
03/2006 - 12/09
Payroll Operations Manager
• Plans, directs, coach and manages complex payroll operations activities carried out by a staff of twenty professional, technical, and clerical employees in a specialized section of the Payroll Services Branch.
• Develops new and revised payroll procedures to comply with laws, rules, and regulations; ensure service to employees; improve efficiency; and coordinate activities with other sections, branches, and divisions.
• Directs, approves, or recommends the establishment of controls to assure accuracy of source documents, payroll records, and statements.
Accomplishments:
• Promoted to Client Manager within 1 year of employment.
• Developed additional employee recognition for my unit.
• Successfully managed a team responsible for daily off cycles, recovery,
• Reduced daily volume by 95% within 90 days of transition.
• Participate in “Payroll Standardization” process to provide a commonality between clients in processing payroll transactions.
• Recommended and facilitated the implementation of technology enhancements for more efficient payroll processes and procedures.
• Established deadlines within both client teams for consistent and accurate processing of data.
The New York Times News Paper, Edison, NJ
08/1996 - 03/2006
Executive Administrative Assistant/ Payroll Division
• Managed weekly payroll processing for over 150 employees.
• Ensured that all payroll transactions were delivered in accordance with federal and state regulations, policies, and procedures.
• Maintained payroll and HR computer systems including PeopleSoft 8.9.
• Responsible for the reporting of State and Federal quarterly and annual tax reporting, W2s, Employment Security Commission, monthly reports to the Bureau of Labor Statistics and annual report to the Bureau of Census.
• Planed, directed, and supervised complex payroll operations activities carried out by a staff of professional, technical, and clerical employees.
• Researched payroll information; assist in interpretation of payroll policies and procedures and advised staff and executive management on payroll-related issues.
• Compiled data for analysis and produced standard and ad hoc reports for upper management.
Accomplishments:
• Reduced weekly error rate in payroll processing from 5% to less than 1% by implementing audits and initiatives.
• Designed and implemented an initiative designed to improve customer service to internal and external stakeholders.
• Implemented numerous technological enhancements designed to facilitate more efficient payroll processing.
• Developed a comprehensive workflow process designed to track all inquiries into the department electronically
• Successfully tested and applied all PeopleSoft tax updates to ensure effective system maintenance.
Collector / Customer Services Representative
Pepsi Bottling Group, Winston-Salem, NC
02/2003 – 08/2004
Team Lead
• Responsible for the accurate processing of weekly and biweekly payrolls for over 36,000 hourly and salaried employees.
• Maximized time and productivity of resources in the payroll department.
• Built individual agent capability through coaching, motivating, development planning and training for 5 direct reports.
• Established and communicated process improvements with payroll agents and field partners weekly.
• Provided assistance to technical support for the stabilization of the payroll process.
Accomplishments:
• Successfully assisted with the conversion of 36000 employees from ADP to Peoplesoft 8.3.
• Configured union dues tables in Peoplesoft 8.3.
• Assisted with the creation of the training manual for payroll specialists.
• Created scripts for the execution of system testing.
• Validated and executed tests of Peoplesoft 8.3.
• Prepared analysis reports during parallel testing identifying differences in the payroll systems. • Compiled the data to facilitate the creation and implementation of Peoplesoft 8.3 from ADP.
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