Customer Service Manager

Resume: Kristie McGrew

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Kristie McGrew

**** ********* ***** **, ****** CA 95971

Phone: 530-***-****

E mail: *************@*****.***

Objectives

To obtain an Office/Clerical position in which my customer service, bookkeeping, personal, clerical and general office skills

will contribute to greater office efficiency and productivity

Education

Watterson College Certified Word Processing Specialist March 1986

UNR Business School – Supervisory Management Courses

TMCC – Certified Payroll Professional Courses

Experience

IT Help Desk Training Specialist May 2014 – Present

Plumas District Hospital 1065 Bucks Lake Rd Quincy CA 95971

Setup of all new employees in the Domain and any additional programs needed depending on the employees role. All

training of new employees on how to log into Domain, email and any necessary programs. Provide Help Desk support

troubleshooting systems and making corrections, resetting of passwords and coordinating of new help desk tickets

received as well as answer phones and triage issues for assignment. Research and work with Vendors on issues related to

the Electronic Medical Records programs. Assist with registrations and registration corrections of new patients when

they come into the Hospital. Comply with all HIPPA regulations and perform system audits to insure all regulations are

met. Work with patients to assist them with registering and navigating their Patient Portal. Research issues related to

new health care laws and Meaningful Use requirements.

Head Bookkeeper/Customer Service Manager March 2012 – May 2014

Safeway 20 E Main St Quincy CA 95971

Perform all bookkeeping duties balancing each days sales to cash on hand, research and report any discrepancies. At the

end of the week balance and reconcile the week sales to cash on hand to insure all records where in balance. Maintain

cash in safe, verifying totals each day to monitor for theft, place orders for cash when needed. Perform Administrative

duties for Store Manager including meeting facilitation, office supply ordering, time and distribute memos regarding

policy changes and training of new processes when needed. Answer phone calls and direct customer to appropriate place

or assist when needed. Managed 3 employees, wrote weekly schedule and wrote disciplinary forms when needed. Work

with Vendors when needed including CA State Lottery and Western Union. Managed Customer service counter

processing Money Orders and Western Union transactions insuring all Federal guidelines where met when sending or

receiving. As Safety Chairperson performed weekly safety lap around store to audit for unsafe conditions and train

employees on correct processes. Facilitated weekly safety meetings to communicated to employees any new processes and

provide continuous training to prevent injuries. Provided support with customer service when needed by other

departments.

Resume: Kristie McGrew

QA Payroll Team Lead (May 1994 – February 2012)

Intuit 6885 Sierra Center Parkway Reno NV 89502

Various positions held during 18 year tenure with Intuit. Customer Service Rep,

Installation Rep, Team Lead, QA Manager, QA Project Manager,New Setup Auditor,

Certified Payroll Professional (CPP).

Answered phone in a call center as a Customer Service Rep, processed payroll for small

business payroll customers as well as research and resolve problems and customer

resolution. Processed, researched and corrected payroll transactions for all states

including processing of tax returns and tax deposits.

As Installation Rep setup new customers on small business payroll product using 3

separate programs offered by Intuit including Quickbooks. Researched and resolved all

issues with payroll while setting up customers including handling any business returns

with each state and the Federal government. Traveled when needed to customer offices

and trained on new payroll product. Assisted sales reps while selling product to new

customer.

As a Team Lead in several departments including payroll, tax dept and setup dept.

Outlined and wrote procedures and processed for the team to process, research and

handle customer setups and issues. Also outlined and wrote procedures for handling

business returns and notices received from all US States and the IRS including a written

handbook for special handling of the Catholic Archdiocese payroll. Trained all employees

and instructed multiple classes on payroll, payroll processing and customer disputes.

Researched and created QA teams that did not previously exist including writing

procedures, hiring and training the right team. Worked on several different projects

developing strong Project Management skills.

As QA Manager supervised 6 employees. Continually researched and updated

processes to insure the best process existed for both customers and employees. Audited

daily reports received to insure accurate data in customer Quickbook’s files, researching

and correcting issues. Created weekly dashboard reports for reporting purposes to

Director of department. Analyzed data to determine workload and to discover issues.

Worked with the Federal and State tax agencies with payroll returns and notices, also

assisted Federal government with user testing of their new computer program before it

was released to be used. Took the CPP (Certified Payroll Professional Exam) and

passed, received my CPP status. Research and resolved customer issues with their

business accounting/bookkeeping using Quickbooks always working with customers for

as long as needed to insure their issues were resolved completely. Worked with tax

agencies to insure all documentation was completed correctly relating to customer issues

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Resume: Kristie McGrew

and disputes. Wrote SOP's for department as well as training materials.

Skills

Can type 100+ wpm Proficient with Microsoft Office including Sharepoint Expert with Intuit Quickbase data base

program Very Fast Learner Can work independently with little or no supervision Expert on researching and

deciphering Federal and State payroll tax statues Can use Quickbooks for bookkeeping and payroll Strong Customer

Service skills Can create and write SOP’s for team and/or department Excellent time management and prioritization

skills Strong Administrative skills, can write detailed reports and documents Can write training materials and train

in numerous different environments working with different training stylesCan answer multi line phone system

Excellent organization skills. Strong background in Payroll processing payroll for small and large payrolls of

upwards 200+ employees. Familiar with payroll laws and how to research ever changing payroll laws with each

agency. . Very strong customer service and planning skills as well as computer skills.

Ability to work with little to no supervision and strong interpersonal skills. Familiar with

working with outside agencies and vendors and have strong researching and learning

skills to insure all documentation was accurate and correct. Am familiar with SOX requirements

and Audits had a close working relationship during my tenure at Intuit processing payroll and payroll taxes for

business across the country.

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