Customer Service Project Manager

L. Dionne Clemons, BBA, HRM

770-***-**** **************@*****.***

SUMMARY OF QUALIFICATIONS

Exceptional degreed professional with a varied background in payroll

implementation, benefits administrations, report writing, project

management and customer service. Technically savvy.

PROFICIENCIES

Client Needs Assessment Client Relationship Management

Client Retention

Product Analysis New-hire Training

Performance Management

Benefits Reporting

Project Management

PROFESSIONAL EXPERIENCE

ADP, Inc.

2008 -2014

Human Resource Consultant

. Employee screenings; accessing Dept. of Homeland Security website to

set up new accounts

. I9/e-verify administration; conducting mass trainings of client

department heads via LiveMeeting & client interfacing

. provide technical support to assigned base of clients,

researched/solved complex issues on product functionality & usage;

creating audits & cases via Siebel/CRM

. Perform project management functions (including creating UATs,

configuration files, running reports) to facilitate the migrating of

I9 clients from one platform to a newer model

Payroll Implementation Consultant

. Responsible for implementing clients with extensive payroll/wage

garnishments/benefits/HR services;

. client kickoff calls, data gathering/data conversion & analysis;

fielding questions as they relate to payroll taxes for various

states/localities; also responsible for migrating clients from varying

payroll platforms, to new modules;

. function as an entry level Project Manager in running reports &

compiling data for various team members, as clients often have

multiple products to implement

Service Delivery Manager

. FSA/COBRA administration & support; health & welfare support;

. Underwent self-taught training as a SME in order to provide consulting

services to clients who have a gamut of ADP products

. Research political info thru various media outlets to stay abreast of

changes to federal law & discussing findings with clients (as they

pertained to changes in healthcare)

. Conducted training/conference calls with clients & internal partners

to resolve issues as they relate to specific participant accounts or

service delivery.

Benefits Administrator (contractor) -

. Processing medical/dental/401K benefits for employees of major

accounts during open enrollment season

. Fielding questions regarding various vendors & premium rates

Apria Healthcare

2005 - 2007

CSR Team Lead/Account Liaison

. answered phones in a call center environment (80-100+ calls per day),

. order entry, conflict resolution, insurance verification, maintained

relationships with clients/patients, scheduling therapists for home

visits,

. trained and coached newly hired customer service reps, conducted

performance assessments/reviews as requested by supervisors

Dimension Data

2002 - 2005

Administrative Assistant

. assisting in HR duties, i.e. performance management assessments,

compensation research/reviews via internet research, re-writing job

descriptions to reflect changing job duties,

. receptionist/clerical duties, i.e. coordinating travel/conference

arrangements, data entry, dispatch 2nd &3rd level techs to various

sites, faxing, filing, reporting to Senior Admin., typing memos,

scheduling meetings, compiling data for research via internet,

preparing presentations in Power Point, maintaining records via Excel

spreadsheets

EDUCATION

. Villanova University Fall

2015(Projected)

. Masters of Business Administration, Concentration: Human Resources

Management

. American Intercontinental University Dunwoody, GA

March 2007

. Bachelor of Business Administration, Dual Concentrations: Human

Resource Management and Healthcare Administration

*Currently studying for my PHR - testing in winter 2014

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