Customer Service Manager

Kristie L. Wall

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

**** ********** ***** *********, ** 28214 704-***-****

SUMMARY

Over twenty years of experience in the banking industry in database analysis and customer service, have demonstrated ability in analyzing, researching, and training. Effective leader and team builder with ability to maintain high standards in a fast pace work environment. Described by manager in annual review as "an exceptional asset".

Strengths include: Conflict Resolution Coaching Quality Assurance

TriNet

HR/Payroll Garnishment Specialist June 2015 – Present

Ensures compliance with state and federal laws and timely processing of garnishment orders and levies.

Performs quality audits to determine if information was processed according to standard operating procedures.

Analyzes quality audit results in order to assess future training needs; provide feedback to management team on standard operating procedures and updates as needed.

Reviews garnishment language to determine the scope, jurisdiction, applicability and timeframe of the garnishment and ensure correct and timely processing.

Ensures collection of the appropriate processing fees from garnishees and periodically follows up on outstanding debts.

Actively demonstrates knowledge of all aspects of departmental procedures for garnishment processing and ensures that orders are processed in compliance with the laws and statutes that govern them.

Demonstrates high level of accuracy to mitigate risk, liability and exposure.

Perform any other projects or duties as assigned by Supervisor.

TriNet

HR/Payroll Garnishment Coordinator March 2014 – June 2015

Process data on all incoming IRS Levies, Child Support Orders, bankruptcies, creditor garnishments, and student loan defaults in a timely and accurate manner from court orders.

Consult with HR counterparts, hiring managers, Accounting and Attorney’s in regards to garnishments and accounts payable.

Coordinates transition of new client payroll and garnishment conversions.

Responds to written requests from clients or employees for information (income deduction status, research requests, and copies of garnishments).

Maintain new client HRIS records for new and existing employees.

Coordinate pay operations changes for clients and employees.

Answer Writs of Garnishment in a timely manner.

Process Garnishment Checks.

Compiles information and balances weekly Garnishment General Ledger Report.

Perform Payroll Audits on Payrolls.

Opens and codes all unemployment related documents.

Processes all incoming paperwork: date stamp, print and attach copies of employee information screen.

Perform special projects as requested from supervisor.

Automated Data Processing, Charlotte, NC

HR/Payroll Consultant Nov 2011 – Feb 2014

Support some of our largest Comprehensive Services clients(1,000 to 3,000 employees).

Provide assistance with accounting and ensure General Ledger Interface is in balance with each payroll.

Reconcile expense reports and General Ledger reports.

Work as technical expert with clients and provide application support to include problem research, analysis and resolution.

Provide guidance and best practice information regarding payroll business issues, researching state and other statutory requirements.

Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution.

Identifying clients-at-risk. –continually upgrading knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.

Respond professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes.

Research, analyze and test outcomes in order to resolve client questions and/or problems correctly.

Handle client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues.

Provide critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that ADP is not exposed to financial risk and/or penalties.

Paychex, Charlotte, NC

Payroll Specialist April 2011 – Nov 2011

Contact clients daily to obtain information for payroll production.

Accounting and General Ledger support.

Reconcile expense and General Ledger reports.

Research and resolve all client questions and system issues in a timely manner.

Establish payroll schedules and maintain effective relationships with clients.

Enter all payroll data necessary to process and meet clients’ payroll schedules.

Assist with online support, process enrollments and life event changes.

Verify documents and process new hire package.

Participate in and conduct branch training sessions.

Hewitt & Associates, Charlotte, NC

Human Resources/Payroll Specialist Sept 2007 – Feb 2011

Provides HR/Payroll/Benefits support to internal and external clients including troubleshooting with a resolution.

Accounting support including reconcile expense and General Ledger reports.

Assist with client case escalations, On Floor Supervisor calls, call assistance, and provide feedback in Chats.

Act as a liaison for the customer and works with the client to resolve complex questions and issues arising from inbound calls, online secured requests, and written requests.

Process FMLA requests and assist with leave of absence requests

Process Web Chat requests and assist with online tools.

Help client candidates, employees, retirees, and others understand, work with, and use their HR/Benefits plans accurately and effectively; process enrollments and life event changes.

Review retirement accounts, provide support and understanding of retirement accounts, and assist with initiating retirement process from beginning to end.

Wells Fargo Home Mortgage – Part-Time, Ft. Mill, SC

Collections Specialists Feb 2007 – Sept 2007

Determine delinquency; evaluates customers’ financial situations and negotiates terms of repayment to bring account current.

Assist with steps of retention or liquidation of the property.

Take inbound calls for payments to bring delinquent accounts current.

E*Trade Bank, Charlotte, NC

Associate Financial Services Representative May 2006 – Feb 2007

Assist with banking inquiries and perform account maintenance while complying with quality, handle time and adherence policies.

Process new account applications for Checking, Saving, Money Market and Certificate of Deposit accounts.

Expedited problem resolution by processing operational workflows and executing real time account

updates.

Fielding tax related inquiries including cost basis, IRA/Tax forms assistance, rules and regulations.

Provide detailed stock information including quotes, dividend dates, price history, etc.

GE Consumer Finance, Charlotte, NC

Account Manager/Help Desk Feb 2005 - May 2006

Effectively disposition escalated calls from Customer Service Representatives.

Process Credit Reviews of Commercial applications for decision and assigning credit lines up to $30M.

Process Lowe’s Accounts Receivables, Lowe’s Business Account, and Lowes Consumer Card applications.

Receive telephone calls, emails and other correspondence relating to past-due invoices and status-of-payment inquiries and investigate issues. Identify specific problems relating to the accounts payable transaction and coordinate the actions to resolve issues that may arise.

Cigna Healthcare, Charlotte, NC

Appeals Coordinator / Executive Assistant Feb 2002 - Oct 2004

Analyze provider appeals to ascertain payment eligibility in accordance with customer contract specifications and send written correspondence in a timely manner while coordinating problem resolutions.

Ensures timely processing of provider appeals, data analysis and distribution of reports.

Ensures that processes, policies and procedures conform to regulatory requirements.

First Union National Bank, Charlotte, NC

Corporate Service Custom Analyst Jan 2001 – Feb 2002

Independently provides personal and professional service to customers, Relationship Managers and other internal bank personnel.

Handle monetary transactions. Receive and complete commercial customers' commercial transactional requests (i.e. book transfers, wire transfers, loan transactions, stop payments, ACH reversals, etc.)

Consumer Loan Review Specialist May 1999 - Jan 2001

Process consumer loan applications handling an average of 50 applications per day.

Reviewed documentation to ensure completeness and compliance with state and federal lending regulations.

Checked and verified personal data and document consistency. Required thoroughness and attention to detail.

Personal Service Representative Oct 1996 - May 1999

Trained over 150 new hire employees in classroom and/or on-the-job, resulting in all achieving standards for the department.

Assigned to instruct employees at new call center in Wilmington, Delaware due to excellent training abilities.

Acted as Universal Representative by cross-training in the Consumer Card, First Union Home Equity Bank, Commercial Card, Retail and Executive Response Center Departments.

EDUCATION/PROFESSIONAL DEVELOPMENT

Central Piedmont Community College - Computer Operations

Major Course Study

Computer Operations I II III / Accounting

COMPUTER SKILLS

PeopleSoft, Tree Tab, Lawson, SAP, AMT, Siebel, Microsoft Office Excel, Microsoft Suite, Access, Lotus Notes, Oracle, Captivate & Outlook

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