Customer Service Manager

Diane Penegor, CPP

Experienced Payroll Manager

**** ****** ** - *******, ** 30040

***********@*****.*** - 863-***-****

Apply my extensive payroll and management expertise in a challenging position that will allow me to

contribute towards the company's growth and success. Software experience includes PeopleSoft HR, Lawson

8.03, ADP Enterprise eTIME, ADP EV3,4,5, excel, word, reportsmith, Workday, report writer and Customer

Service/Payroll/HR shared service concept. High volume processing desired.

WORK EXPERIENCE

Payroll Manager

Synchrony Financial - Alpharetta, GA - May 2014 to Present

Responsibilities:

Service Puerto Rico, Canada, U.S., India and Philippines totaling 11,000 employees

Implement Workday in conjunction with BPO vendor

Write and implement Standard Operating Procedures

Facilitate India and Philippines payroll tasks

Manage Puerto Rico payroll processes

Work with Senior Accounting Manager to set up General Ledger

Create and test scenario's for HR, Compensation, Benefits and Payroll

Manage Payroll Analyst

Partner with sourcing on vendor selection

Maintain and present weekly milestone log

Manage all aspects of project

Created and implemented Standard Operating Procedures

Developed payroll department for stand-alone organization

Implemented Workday in conjunction with BPO provider

Created cross functional test scenario's and tested

Skills Used

Team Building

Project Management

Analysis

Payroll Expertise

Process and Procedure

Compliance

Workday

Team Management

Written and verbal skills

Sox compliance

Internal audit and risk management

Payroll Manager

Aaron's, Inc. - Kennesaw, GA - October 2013 to May 2014

Responsibilities

Manage 10 Payroll Specialist servicing 9,724 Weekly Associates and 2,324 Semimonthly Associates

Process Documentation

Performance Accountability and Coaching

Payroll, Certification and Year End Training for Specialists

Designed and rolled out Daily Checklists to ensure SOC1 compliance Monitor and Enter Referral Program

Audit and Approve SOC1 Daily Checklists

Audit and Approve 401K Reconciliation

Monitor and Trend Late Time Edits

Work with Internal Partners to ensure accuracy of data feeds

Year End/Quarter End Checklists

Run Labor Distribution Reports for 1300+ Stores

Partner with Director on Staffing realignments and task assignments

Audit, trend and approve manual checks

Escalation point for Payroll Specialists and the stores they service

Accomplishments

Designed and rolled out daily checklists for SOC1 compliance

Process documentation and implementation

Streamlined and placed controls on many internal/external process and procedures

Analyze and Determine staffing needs

Developed and implemented Year End/Qtr End Checklists

Monitor and Trend items that impact payroll to enhance quality

Train specialists to enhance skill set and prepare for certification

Garnishment Supervisor (Temporary while searching for Payroll Position, filled in for employee deployed to Iraq)

Randstad - Marietta, GA - August 2013 to October 2013

Managed team consisting of 9 Garnishment Specialists

Monitored and traced daily receipt and input for all wage attachments

Average processed amount was 325/day

Worked with manager on streamlining processes

Process Documentation and Implementation

Performance Accountability and Coaching

Payroll Supervisor (position eliminated after implementation and training)

AMEC - Alpharetta, GA - October 2012 to July 2013

Manage 9 team members servicing 4,600+ employees

Transitioned Payroll from Bothell Washington to Alpharetta Georgia

Process International Payrolls including Afghan Nationals and US based employees

Create and apply audits for quality

Created Metrics to present to Controller

Work with Prevailing Wage and Certified Payrolls

Research and resolve escalations

Time and Cost reconciliations

System Experience with Deltek, ADP Enterprise Version 5, BST Time and Cost, ADP GL.

Create and Provide weekly/monthly GL's to accounting

Create and Reconcile Vendor files Incoming and outgoing

Cash Forecasting for Accounts Payable and Accounting

Document Performance Issues and address with coaching

Work with direct reports on Personal Development Plans

Implemented Pay Cards, Employee Self Service, Paperless

Created and Maintain Standard Operating Procedures

COS Payroll Manager

ADP - Alpharetta, GA - February 2007 to October 2012

Manage and serviced 4 clients totaling 87,000+ pays in 48 states.

Implemented ADP/COS largest client

Manage Payroll Processing cycles to include weekly, bi-weekly, semimonthly and monthly.

Utilize payroll accuracy tools to identify trends, develop RCA analysis and develop Continuous Process Improvements (CPI).

Create and review Dashboard reports with clients and senior level management.

Research and resolve client escalations- Client facing contact on all matters

Plan, test and implement client projects

Supervise a team of 19 members, including managing off shored resources.’

Research and resolve issues for various internal partners.

Create and apply audits and checklists that support SAS70 compliance.

Worked with implementation on multiple client starts.

Created and implemented On Boarding process to accelerate and organize influx of hires. Interact with 80+ internal Shared Service partners across the US and India. Developing run book to apply consistent pay practices

Work with associates on Individual Development Plans and Progression Planning

Meet with Associates (1:1's) on a monthly basis to discuss challenges and successes, review IDP, training

and Succession Planning.

Participate in various WIG's (Wildly Important Goals)

Work with Quality Assurance Team to identify Root Cause Analysis, present RCA to client and proposed

audits/resolution to minimize error.

Corporate Payroll Manager (Outsourced Payroll/HR functions-position eliminated)

Tandem Health Care - Maitland, FL - August 2003 to November 2006

Managed a team of 10+ payroll coordinators who are responsible for processing payroll for 13,000 employees

in 90+ multi-state/multi FEIN locations utilizing Lawson 8.03, ADP enterprise eTIME and Ceridian.

Maintained and audited time & attendance system.

Produced weekly/biweekly payroll reports, audit reports and production logs.

Developed monthly payroll training program for external users.

Served as an integral member of implementation and acquisition team.

Streamlined payroll process from 14 hours to 4 hours and reduced time collection from 17 hours to 2 hours

resulting in overtime cost savings.

Created processing checklists, in house processing documentation as well as timekeeping procedures and

documentation.

Developed year-end process, checklists, W2 duplicate request procedure, W2C training and implementation

to online W2 retrieval.

Worked with HR and internal audit to comply with Sarbanes-Oxley.

Developed new processes to comply with negotiated union contracts.

Created all communications regarding payroll-processing changes due to holidays, W2 distributions, general

payroll information, etc.

Coached and developed team members for advancement.

Performed annual reviews and counseled employees on any disciplinary actions.

Prior to 2006 and the implementation of Sarbanes-Oxley, responsible for the HR keying functions.

Payroll Manager (Budget was purchased by Cendant Corporation. All functions were moved to Hunt Valley MD)

BUDGET RENT A CAR - Orlando, FL - October 1998 to August 2003

Managed a team of 12 employees who were responsible for processing payroll for 11,000 multi-state

employees utilizing ADP/PCPW and Peoplesoft HR.

Responsible for import of HR data from Peoplesoft to ADP/PCPW.

Maintained, researched and corrected data between both systems.

Coordinated all HRIS interface upgrades.

Worked with unions and locations to resolve issues.

Created all communications regarding payroll-processing changes due to holidays, W2 distributions, general

payroll information, etc.

Developed and implemented payroll-processing manual for both internal and external users.

Coached and developed team members for advancement.

Implemented numerous pre-payroll audit reports reducing payroll-processing errors from 4.3% to .50%.

Developed customer service surveys to enhance production and employee satisfaction.

Verified all relocation updates and calculated tax gross ups. Processed a confidential executive payroll.

Reviewed and audited all W2's. Trained department to produce W2C's and adjustments. Performed annual

reviews and counseled employees on any disciplinary actions.

Supervisor of Payroll

Payroll Transfers - Tampa, FL - October 1997 to October 1998

In addition to responsibilities listed above for Budget Rent A Car, I was responsible for the input of all new client

information, check distribution and new employee training. Processed payroll utilizing ADP for an employee

base of 9,000. Supervised a team of 11 employees.

Team Leader

General Electric/Lockheed Martin Corporation - Lakeland, FL - April 1988 to October 1997

Led a team of 11-15 payroll processors, technical resources and customer service representatives for various

entities of Lockheed Martin and General Electric serving 15,000 of the 120,000-employee base.

Member of the implementation team for General Electric Aircraft Engines, GE Aerospace, Lockheed Martin

Aerospace and GE appliance and lighting components.

Primary duties included daily, weekly and monthly payroll as well as developing and setting up payroll teams

to accommodate new acquisitions.

Responsible for researching and follow-up for union issues and serving as a liaison for over 17 unions.

Implementations

Prior to Team Leader position, resided on the payroll customer service team responding to 100-150 employee

calls per day regarding various payroll/benefit issues. Began my career with General Electric/Lockheed Martin

as a payroll coordinator servicing 5500 employees on weekly, biweekly and monthly payroll cycles.

EDUCATION

Central Florida Community College - Ocala, FL

March 1983 – Non Degreed

CERTIFICATIONS

Certified Payroll Professional

September 2007 to December 2017

ADDITIONAL INFORMATION

Skills

Management

Process Documentation

CPP Certification

Customer Service

Performance Accountability and Coaching

Technical

Analytical

SOC1 Training

PeopleSoft HR

ADP Enterprise eTIME 4.3

ADP Enterprise Version 4 (EV4)

ADP Enterprise Version 5 (EV4)

ADP PC Payroll for Windows

ADP/PCPW

CPARS IN HOUSE Payroll System (GE)

CSPOTS Call Center Management Software

CSS HRizon

Excel

Lawson 8.03

ReportSmith

Report Writer

Word

Deltek

BST-Project Management/Billiing

Ceridian

Workday

SOX

Disaster Recovery Planning

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