Customer Service/Payroll Operations/BPO

MELISSA DAEZ FAUSTINO

Home Address: ** ** ****** *****, ****** Brgy 168, Caloocan City 1420

Makati Apartment Address: 6161 Gabaldon Street, Makati City 1209.

Mobile: 0917.322.5318

Email: *************@*****.***; *****.*.********@*****.***

CAREER OBJECTIVE

I want to be part of the success in an environment of growth and excellence while establishing an enjoyable career for myself.

PROFILE SUMMARY

Experience in Retail Operations (store management, customer service, inventory, sales reporting, stock monitoring and replenishment, supplier coordination, receiving of goods, warehouse management)

Online banking experience for a US bank account

Process Knowledge Transition and creation of process documentations and flowchart

Payroll Module Implementation for North America Clients from Kick Off to Go Live

Business controls focal for internal compliance and SOX controls testing for US IA Payroll and Tax; with exposure in Corporate Audit and management reporting

High attention to details

Basic knowledge in Accounts Payable process (contractor wage payments)

Process, People/Performance, Escalation Management

Interviewing/Hiring candidates, New Hire Onboarding, Performance Evaluation, Coaching, Mentoring

Applications/Interface: National Payroll System (NPS - IBM Payroll Software), SAP (HR), Zenpayroll (now Gusto), Zenefits, Intuit’s Paycycle/Quickbooks/Fullservice, Salesforce (Enterprise), eHR/Siebel, JDA, Webex, Slack, MS Office Applications: Word, Excel, PowerPoint, Visio, Outlook and Lotus Notes.

PROFESSIONAL EXPERIENCES

US PAYROLL OPERATIONS LEAD

HR Services – Payroll (End-to-End), inDinero, Inc.

Employment Period: November, 2013 to December 31, 2015

Has over-all responsibility for the smooth execution of 350+ clients’ end to end payroll (client onboarding, employee onboarding, deductions set up, regular payroll run, tax payments and filings and year-end processing - W2 and 1099) and leading a team of 7 specialists;

Responsible for reporting and monitoring of SLAs, managing & communicating major incidents to key stakeholders (CEO, VP Finance and US counterparts), process audit and escalation management;

In-charge of the following: interviewing and hiring, new hire onboarding, performance evaluation, coaching, mentoring;

Collaborates with: (1) IT system engineers/developers on features that need to be added on the inDinero website for internal and customer usage; conducts testing and report any errors found in the system (2) Accounting team for categorization and bill-pay concerns; and (3) Tax team for client’s individual and corporate tax preparation. Also conducts process training for new hires and for other departments who has interlock with Payroll;

Participates in regular management meetings both with the Manila management team and with US counterparts (via conference calls) to discuss team’s metrics, highlights and lowlights, and any other pressing payroll issues, updates and challenges.

Significant Achievement:

Got promoted from Specialist to Management position on my third month with the company.

SME (SUBJECT MATTER EXPERT) – INTERNATIONAL ASSIGNMENT PAYROLL COMPENSATION AND TAX

HR Services - Payroll, IBM Global Process Services

Employment Period: March 2011 to May 2012

Provides Subject Matter Expertise on IBM Expat and Impat payroll and Tax;

Conducts daily validation on payroll transactions performed by Payroll practitioners to ensure accuracy and timely delivery of tasks. This includes validation on adherence to the payroll processing checklists of each team member; serves as business controls focal for internal compliance testing and SOX controls testing which are also included on the monthly and quarterly MSA assessment;

Works side by side with AMs/client on all special system upgrades/changes/testing prior to transports moving to PROD environment;

Conducts group and individual coaching to practitioners;

Serves as internal team trainer for new IA and Tax practitioners, account-specific updates and best practices; and sharing of basic knowledge in common industry standard business practices as related to North America Payroll, Accounting, employee-records management (including Time Tracking and Expense Reporting) with basic knowledge in Compensation and Benefits (e.g., 401K);

Main Point of Contact for stakeholders such as PMO, contact center and other leads from different domains (IBM US Payroll, Travel & Expense and Mobility domains);

Participates in the weekly Manila and US management calls and reports the results of IA/Tax team processing metrics, headcount issues, RCAs on major issues encountered (if any), team’s highlights and lowlights.

Significant Contributions:

Successfully passed 2012 Corporate Audit for IBM US by training and preparing the team members for the process presentation to the Auditors.

INTERNATIONAL ASSIGNMENT PAYROLL COMPENSATION SENIOR PRACTITIONER

HR Services - Payroll, IBM Global Process Services

Employment Period: February 2010 – February 2011

Successfully completed all client-related training (passed foundational trainings and was sent to client’s site for a two-month Knowledge Transfer) and ensures training needs of the IA Manila team during cascade sessions are met. Also lead the IA Payroll Knowledge Transfer sessions held for the whole IBM US Payroll and Mobility domains;

Main contact for IA Payroll during the UAT parallel testing: responsible in ensuring that all transactions are processed in an accurate and timely manner and tracks all transactions processed and received and resolves issues including failed test transactions;

Updated process documentations during KT and authored some for those processes that were not in existence during training. Also created process flowchart for all processes that I was trained at;

Handles International Assignees’ Payroll processing for Expats (primary) and for Impats (secondary), meeting department SLAs/internal TATs, and ensures 100% compliance with the accounts' business controls and SOX controls;

Lead process meetings on a regular basis with co-IA practitioners, Team Lead and US counterparts to communicate process changes, highlights, lowlights and resolutions. Also serves as Tier 2 resource person for IA- and Tax- related issues during weekly Tier 1/Tier 2 meetings covering issues that are often encountered by Tier 1 (contact center).

Significant Contributions:

Primary resource for IA Compensation Accounting (Expatriate and Impatriate) – sent by IBM for a one and two months of training in IBM Headquarters – North Castle, Armonk, New York (March to April, 2010) and successfully led the cascade training to the IA Manila team (with valid US visa up to 2020).

100% compliance during monthly audit/zero defect (from Transition to Go Live)

Zero defect during the recent 2011 IBM Corporate audit (Payroll and Mobility)

Awarded as "Most Valuable Practitioner" for IBM US Account in June 2011.

Promoted to Lead Role (SME)

INTERNATIONAL ASSIGNMENT (IA) TAX PROCESS OWNER – IMPAT

HR Services - Mobility, IBM Global Process Services

Employment Period: February 2009 – January 2010

Provides services related to international assignment of IBM US employees that involves tax advance billings, rent loans chasing, and excess tax reconciliation for specific countries and ad hoc reports requested by home country contact as well as coordination with different host-country accountants to address assignee-tax issues; created process documentations and flowcharts for assigned process (rent loans chasing and billings).

Significant Contributions:

Zero-defect from Transition to Go Live.

Recipient of the "I-Do-It-Right" Award during its first launch in 2009 across IBM Manila Delivery Center

Promoted from Tier 1 to Mobility Tier 2 (IA Process-owner)

PAYROLL CUSTOMER INTERFACE ASSOCIATE

HR Services – Payroll Contact Center, IBM Global Process Services

Employment Period: February 2008 – January 2009

Provides phone and email support to IBM US employees on different payroll issues (addressing inquiries on their pay statement, timekeeping, non-benefit deductions, and taxes (federal, state and local);

Practiced and shared process improvement initiatives to fellow practitioners.

BENEFITS CUSTOMER INTERFACE ASSOCIATE

HR Services - Benefits, IBM Global Process Services

Employment Period: June 2007 –December 2007

Assists client’s employees (active and retirees) in the Annual Enrollment of their benefits. We educate the caller by providing overview/highlight for each plan (health, dental, and other benefits such as 401k, etc.) and create cases when necessary.

FINANCIAL CUSTOMER SERVICE REPRESENTATIVE (eRep) – US Bank Account

Finance/Banking Services, PeopleSupport, Inc.

Employment Period: August 2006 – May 2007

Provides comprehensive and quality customer care at all times by providing appropriate and accurate responses to customer queries with the application of technical knowledge and procedures; responsible for meeting outlined production goals and targets; became an assistant Team Lead before my 6th month tenure.

DEPARTMENT HEAD/STORE SUPERVISOR

Retail Operations, Robinsons Supermarket Corporation

Employment Period: September 2004 – July 2006

Assists the Store Manager in improving Non-food and Fresh department sales profitability and

maintains merchandise display standards;

Renders outstanding customer service and training people through monthly departmental check;

Identifies products needed by the branch based on market demand;

Coordinates with the Merchandising group and Supplier to ensure Procurement Operations services and organizational capability to consistently meet operational needs;

Monitors timely delivery of goods and services (PO vs. OR) and report any discrepancies;

Assists in identifying preferred suppliers and increase purchases to reduce the supplier base, lower transaction costs and help ensure the lowest available contract pricing;

Monitors actual inventories vs system inventories to ensure the auto-replenishment system reflects the correct inventories;

Participates in the suppliers’ performance measurement, improvement tracking, and identifying delinquent suppliers and provide input in the annual Business Review;

Monitors any Bad Orders and ensure timely pick up by the supplier concerned.

EDUCATIONAL BACKGROUND

Bachelor of Science in Commerce (BSC) Major in Management

Far Eastern University, Manila

May, 2004

CHARACTER REFERENCE

Available upon request

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