Customer Insurance

Kathy Earls

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

EDUCATION

University of Phoenix, Georgia Campus

Bachelor of Arts in Business/Public Administration, March 2011

Associate of Arts in Business, GPA 3.0, July 2008

SUMMARY OF QUALIFICATIONS

Strong organizational and leadership skills

Experience motivating and supervising more than 15 employees

Able to delegate responsibilities to meet company’s objectives

Able to work independently with minimal supervision

Accustomed to fast-pace environments with the ability to prioritize multiple tasks, meet deadlines, and provide quality service to maintain excellent customer relationships

Knowledge of EV5, BPM, UltiPro, Oracle, PeopleSoft, Word, Excel, 55+ WPM and 10-key by touch

EMPLOYMENT HISTORY Prepare Tax returns for individuals or small businesses –Owner

Accountant Income Tax Advisor

Bookkeeper Income Tax Preparer

Certified Income Tax Preparer

Licensed Tax Consultant

Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on form, following tax form instructions and tax tables.

Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.

ADP – Alpharetta GA (Insight Global Temp Services)

Payroll Processor August - August

Responsible for timely and accurate processing

Audit and Related processes for COS clients including special projects

And quarter and year end audits

Performs basic analysis & research related to payroll processing

Maintain high-level awareness of SLA’s and executes to meet their requirement

Develops and maintain awareness of AS70 and accountable for compliance at task performed

Verizon Wireless Corporation – Alpharetta GA October 2010 – July -15

Customer Care Representative Pro

Average a 98.2% customer satisfaction rating since 2010, with a 4.2% of 10% target on 2 hour repeat callbacks

Resolved an average of 98.73% on all customer issues since 2010

Share best practices and incentives to influence upgrade amount of peers

Generated $26,375.00 in Smartphone, data plan, and rate plan combo in a 24 month period

Consistently maintained device sales incentives under $7.75 against a $15 monthly target

Contributed to 46.15 adjusted calls per day to help Center achieve 95% service level

Consistently demonstrate employee reliability by being “customer ready” 99% of the time month over month

Effectively open and close each call without unnecessary down time as measured in overall 21.02 seconds on yearly basis

Asbury Auto Group – Duluth GA March 2010 – August 2010

Payroll Processor

Full Cycle payroll processing for 1800 employees, downloading hours from Excel into UltiPro

Entered new hires and terminations in payroll/HR system; ensured accuracy of earnings, deductions, taxes, garnishments, vacation, benefits, and PTO accruals

Imported time and attendance and pay data from multiple sources and processed semi-monthly payroll and monthly commission payroll

Reviewed payrolls to ensure accuracy in PeopleSoft

Submitted files for taxes, direct deposit, benefit reporting, and new hire reporting

Reviewed distribution reports for general ledger posting and initiated data transfer

Assisted with periodic audits of pay data and benefits

Wendy’s / Arby’s Restaurant Group –Dunwoody GA July 2006 – Feb 2010

Payroll Coordinator (July 2007 – Feb 2010)

Processed payroll for, multiple restaurants in multiple states up to 8,200 employees (Flint, South AL Cleveland and Ft. Worth TX)

Interacted in a conversion from UltiPro, to Oracle software, PeopleSoft and Microsoft software

Sent out district spreadsheets to Supervisor and Director of Operations

Reviewed proofs against worksheets and made edits (first review)

Signed off on checklist confirming first and second review and edits

Rerun proofs and review against worksheets to ensure all changes were captured

Updated district spreadsheets to document units with errors as well as perfect payrolls

Updated direct deposits, manual checks, and stop payments upon requests

Ordered and re-issued W-2 upon requests

Customer Relations Associate (July 2006 – July 2007)

Diplomatically and respectfully responded to customer concerns, requests, and suggestions

Tracked/monitored internet consumer feedback and satisfaction survey results

Prepared performance indicators and reports that provided guest feedback

Provided Area Supervisors support to resolve their customer’s concerns

Helped develop a follow-up system for consumer queries

Primerica Insurance Co., Duluth GA May 1999 – July 2006

Trainer Coordinator

Assisted insurance representatives with questions regarding insurance applications

Created and maintained extensive files through bar coding

Investigated policy discrepancies

Supported management with work requests as needed

Supported Agents by writing up research findings, troubleshooting commission questions, and processing semiweekly commission payments on insurance policies

Supported new hire processes by preparing training manuals, facilitating phone protocol training, and testing new hires for the phone unit

Backup Commission Department Call Center Supervisor

Assistant in Processing payroll on a weekly basis

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