Customer Service Manager

*** ******** ******

Unionville Center, OH *****

614-***-**** (H) 614-***-**** (C)

***********@*******.***

Margaret (Meg) bookwalter

•

ACCOMPLISHM Selected as regional representative to attend national conference

ENTS

• Chosen as regional representative at first ever Client Services Supervisor Symposium

to round table with company executives.

• Team leader for year end testing event 3 years running to test returns for entire

company.

• Attended multiple "P-4" Peer Process Programs at corporate headquarters to examine

and refine corporate processes using practical experience

•

HIGHLIGHTS Payroll professional with 15 years of experience with all facets of payroll

administration

• Expert in payroll tax laws, taxation of benefits including retirement plans

• Familiar with multiple service bureau platforms including ADP, Quickbooks and

Paychex

• Excellent written and oral communication skills

EXPERIENCE PAYROLL MANAGER, PRECISE PAYROLL SOLUTIONS, INC

01/2010 to 02/2014

• Researched, selected and implemented payroll processing software, ACH processing

third party and all other office support

• Responsible for all new client set up including balancing and auditing prior payroll

information to ensure accurate returns for 350 payroll clients ranging from 1 to 400

employees

• Set up all system templates for taxability of earnings, deductions and benefits using

knowledge of tax law for 350 clients

• Acted as Reporting Agent to produce and file all applicable federal and state quarterly

and annual payroll tax returns both on paper and electronically after reviewing for

accuracy

• Input and processed payroll for all types of client payrolls including multi-state,

restaurant, churches

• Managed unemployment claims for larger clients

• Garnishment administration and set up

• Provided superior customer service to all existing and potential clients

• Maintained base of employee information

• Responsible for all PTO tracking set ups for office

CLIENT SERVICES SUPERVISOR, PAYCHEX, INC

01/1994 to 01/2010

• Created and delivered weekly training sessions on a variety of payroll topics

• Supervised 8 to 10 payroll specialists immediately and backed up other CSSs for 4

other groups

• Provided technical expertise on all facets of payroll: earnings, deductions,

garnishments, taxability, return preparation, courtesy local tax

• Processed payroll for 20 most complicated clients in the branch or clients with special

service needs to “save” the client from leaving the service

• Co-ordinated, organized and planned quarter and year end process for 5000 client base

• Performed on site client visits to resolve problems or provide training

• Successfully maintained client satisfaction scores above 90%

• Used situational leadership model to best meet employee's needs. Includes coaching,

motivating and teaching all experience levels

• Resolved client and employee issues on the phone and in person with the highest

degree of client satisfaction

• Corresponded with federal, state and local taxing agencies on behalf of clients to

resolve issues

• Serviced largest payroll account of over 1000 employees

PAYROLL SPECIALIST, PAYCHEX, INC

02/1992 TO 01/1994

• Maintained a base of 200 payroll clients on all products to meet client's payroll,

Human Resource and service

• needs

• Contacted clients daily to obtain payroll data and keyed all payroll related data

• Corresponded with federal, state and local taxing agencies on behalf of clients to

resolve issues

• Researched and resolved client and system problems to ensure accuracy and client

retention

• Promoted to Senior Payroll Specialist after nine months via self study program.

Required VP approval due toshortened time frame - normally requires 12 - 18 months

to complete

EDUCATION OTTERBEIN COLLEGE, WESTERVILLE, OH

B.F.A. (Bachelor of Fine Arts): Acting / Directing

2

Page

Contact this candidate