Customer Service Manager

Dilhani Niles

SUMMARY

Detail-oriented payroll administrative support professional with expertise in unionized payroll, programimplementation,legislative information, technology coordination and project management with business communications, strong organizational and planning skills. Demonstrating success communication and liaising across all department levels, discretely handling confidential information, and managing multiple priorities. Effectively works independently or with a team to complete projects on schedule.

PERSONAL ATTRIBUTES

Certified Payroll Compliance Practitioner

Won the first quarter Ceridian Championship Award – 2011

Won the second quarter Ceridian Team Champion Award – 2011

Payroll/Implementation and multitasking skills learned from various work positions

Communication and interpersonal skills gained from 15 years in Customer Service

EDUCATION

Computek College Intermediate/Advanced Excel Year 2013

Canadian Payroll Association Payroll Compliance Practitioner Year 2007

Other Training and Courses

Courses completed: Financial Accounting 1& 2, Microcomputer Systems Management, WordPerfect and Base Builder Certificate, Salary and Wage Analysis Reports, Extended Journal Entry Reports.

PAYROLL SYSTEMS:

Proficient in a variety of computer software applications such Blue Insync, ADP Pay@Work, ADP Pay Specialist, Kronos Time Clock, Microsoft Dynamic (AP), Prism, Siebel Call Centre 7.8, Citrix Service Centre, EMT, Lumin, Lotus Notes, IBM Lotus Same Time Connect 7.0, Solutions Centre, AS400, Microsoft Word, Excel, Office, Access, PowerPoint

WORK EXPERIENCE

ADP, Etobicoke, Ontario Jan 2015 – To Date

Payroll Specialist

Responsible for processing multiple and highly complex clients with up to a total of 1500 to 2000 employees in the Major, National and Global employer service accounts

Evaluates programming changes required for clients and work with Majors/National Service team to implement the required changes

Coordinates all incoming payroll data for assigned clients

Responsible for scheduling and running the assigned client payrolls by following standard operating procedures.

Maintains complete client and employee records.

Responds to incoming calls to the Call/Service center from clients and/or their employees, delivering the highest level of customer service.

Records/updates all employee issues on the Call Management database tracking system

Coordinates/communicates client information with the Manager regarding changes or additions to client set-ups and escalations.

Analyze and reconcile government statements and remittances from CCRA, MRQ, all provincial Workers Compensation and all Provincial Health Care Plans for each of the clients that they service.

Host bi-weekly meetings with clients and update logs accordingly.

Process year-end balancing, summaries, reconciliation, T4’s, T4A’s & Releve’s

Triumph Group, Toronto, Ontario Nov 2014 – Jan 2015

Payroll/HR Coordinator

Responsible for the timely and accurate processing of the semi-monthly (Oakville), bi-weekly (Quebec) payrolls and benefits processes using Ceridian Insync.

Verify hours/over time & discuss any discrepancies with department managers, directors & VP's.

Act as back-up to payroll manager in her absence.

Track vacation time accruals, sick leave and banked hours through payroll. Ensure accruals are calculated correctly companywide.

Assist with year- end preparation for T4's

Issue ROE's, Garnishments, Employment Letters.

Set-up share drive access to managers to input time sheets & give authorization to IT department.

Give hands on training for new managers with the time sheet system.

Day to day communicate with third party providers, such as: Ceridian, CRA/Revenue Quebec, Service Canada, Financial Institutes & Insurance companies/benefit providers.

Weather Net Work, Oakville, Ontario May 2014 – Oct 2014

Payroll Coordinator

Responsible for inputting of payroll information such as adding new hires, setting up pay raises and calculating retro pay for salaried and hourly employees’ companywide as assigned on Ceridian Insync.

Process all incoming timesheets and ensure that all aspects of the payroll cycle for 500+ employees and benefits administration are processed in a timely accurate manner in accordance with Company and government policies.

Process termination by issuing record of employment, calculating severance pay, salary continuance and vacation pay according to legislative standards.

Verify hours/overtime and discuss discrepancies with the Manager Calculation and deduction adjustments as necessary for bi-weekly and semi-monthly payrolls

Act as back-up to Payroll Manager (responsible for vacation and sick time coverage)

Track vacation time/accruals, sick leave and banked hours through payroll. Ensure accruals are accurately calculated companywide Organize pay stubs and cheques for distribution.

Assist with year-end preparation of T4/ Relevé 1 Filing and other administrative tasks as required Other payroll duties as assigned

Kingbridge Conference Centre & Institute Feb 2014 -May 2014

King City, Ontario

Finance Coordinator

Process full cycle payroll for regular, overtime, statutory and regular holiday pay for each employee from the approved department hours report, individual employee time sheets from Kronos time clock.

Ensuring that all service charges are recorded and paid out as per company policy

Work closely with the HR department in maintaining employee benefit programs. Ensure that all employees averaging had been updated each pay period including but not limited to Statutory Holidays, Medical Benefits and sick time.

Processing record of employment and other required government reports

(T4's, WSIB, EHT, Pension etc) both monthly and year end filing.

Preparing monthly payroll, WSIB and Pension journal entries and post to the general ledger.

Assisting the director of Finance with the reconciliations of General Ledger Accounts, preparing and distributing of financial reports.

Perform all duties in a professional and confidential manner in accordance with company policy and complete all other duties as assigned by the Director of Finance.

G4S Canada, Cash Solutions, Toronto, Ontario Sept 2013–Dec 2013

Payroll Administrator(3 months contract)

Administer all aspects of the payroll cycle for 2000+ unionized employees in a timely, accurate manner and in accordance with Company and government policies.

Receive, review and prepare payroll input from assigned branches and submit to Ceridian for payment processing.

Respond to internal and external inquiries.

Maintain and validate vacation and sick payout.

Calculate & remit Union dues, Workers Compensation and investigate discrepancies as required.

Maintain employee files.

Prepare and issue company manual cheques.

Import time sheets and vacation accruals into the system and balance correctly.

Prepare and process journal entries, ability to analyze transactions and prepare account reconciliations.

Generate ad hoc reports.

Ceridian Canada Ltd. Markham, ON Jan 2008 –Apr 2013

Implementation Consultant

Mar 2011 –Apr 2013

Participates in/facilitates client process requirements:

Preparing requirements documentations across phases of the project:

Developing SIT and UAT test scripts:

Performing SIT. UAT, SRT (Operational Readiness) testing, retesting:

Developing internal documentation (e.g. SOP's):

Implement new clients with moderate to complex payrolls..

Responsible for all phases of project management including initial needs assessment, creating a project plan, conducting implementation, assessing quality of implementation and providing related training.

Conduct presentations and facilitate meeting.

Conducts preliminary implementation calls to clients & review changes, needs and processes behind client implementations.

Demonstrate basic ability to employ tools and techniques to ensure software produced meets or exceeds quality standards that are designed to maximize ease of use and efficiency for the customers who use the products.

Providing functional guidance and training to team members.

Customer Solutions Specialist – Blue Corporate

Service Specialist/ Change Agent - Large & Enterprise Red

Ceridian Canada Ltd. Markham, ON

2008- 2011

Have sound knowledge of systems with the ability to resolve customer issues.

Key payroll information and specified parcels of work on behalf of customers directly, including testing and uploading into production

Completing project service requests within the determined time frame

Regularly provide support for complicated payroll problems that may require knowledge of complex calculations (e.g. union dues, year- end calculations, insurance calculations)

Broad knowledge of payroll processing to resolve problems involving product usage, status of processing, legislative questions, billing/funding questions, reports additions/deletions, payroll run schedule maintenance, and output.

Attend to transmission problems and provide technical support

Deal with Trust issues such as stop payments and payment traces

Volunteer change agent in supporting the L&E service organization and managers in moving projects along.

Manage the Year End process for clients

Team Leader-Customer Service 1991 – Jan 2008

Scholastic Canada Ltd, Markham, ON

Problem solving customer concerns and issues

Coordinating schedules and workload when managers are unavailable

Performing accounts receivable and other accounting and administrative functions

Motivating and training new employees on customer service tasks

Purchasing orders and processing returns/refund

Updated & edited clients database accordingly on the AS400 system.

Assisted with summer student interviews/hiring process.

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