Customer Service Manager

SHARON ANDREWS

**** ******* *****, *********, ** 30236 H: 770-***-**** C: 770-***-**** ******.*********@*****.***

Professional Profile

Meticulous and results oriented Payroll Supervisor with 20 years work experience and background in payroll, human

resources and payables. Strengths include excellent communication skills, strong analytical and problem solving skills

and working as a part of a team. Extensive knowledge of payroll processing, technical support and managing teams.

Accurate payroll disbursements and support through efficient supervision of 21 direct reports for 3500 multi-state clients.

Strong leader committed to world class customer service, team building, professional development, resolving payroll

issues and implementing quality assurance procedures to enhance the customer experience.

Qualifications

Strong leadership skills Aptitude to plan and compose presentations

Strong managerial skills Knowledge of payroll procedures and regulations

Strong communication skills Works with multiple entity environments

Significant payroll management methods System upgrade/user testings

Familiarity with various standard payroll systems Ability to work in high volume, face paced environment

Proficient in the use of payroll software applications Ability to multi-task

Remarkable ability to make astute observations Highly confidential

Accomplishments

Increased team productivity by 50%

Increased team Quality Assurance scores to average 97%

Reduced team average speed of answer to <1 minute

Reduced team average handle time to <10 min

Increased first call resolution to 96% of calls with less than 2% aging cases

Experience

Client Services Supervisor 06/2011 to 01/2016

Ceridian Atlanta, GA

Supervised and managed 21 direct reports of the Time and Attendance and Crystal Reporting teams.

Restructured team operations to increase our service level agreements to customers.

Ensured achievement of service level objectives and gained full commitment to service model.

Increased average handle time, speed of answer, net promoter scores and customer survey totals.

Analyzed workforce management reports to maximize schedule optimization and identify shrinkage.

Weekly 1 on 1 meetings to discuss quality monitorings, adherence, and work performance.

Conducted biwkly team meetings to brainstorm, discuss objectives and provide communication.

Developed and conducted ongoing trainings cross functional trainings.

Participated in process improvement planning with management team.

Provided input for all performance management reviews and disciplinary actions.

Created performance improvement plan for agents as needed.

Daily team communication on product upgrades, releases, procedures and compliance changes.

Submitted documentation and enhancements for our Customer Knowledgebase on procedures.

Managed at-risk/high profile clients for management follow-up and to ensure requests are completed.

Owned resolution of escalated client issues and resolved numerous outstanding requests.

Delegated tasks and assigned resources for client requests.

Created project plans and conducted reoccurring conference calls with clients.

Conducted phone and in person interviews for new hire applicants .

Assisted customers in call and email queues as needed to achieve service level agreements.

Coordinated all employee events for year end, National Payroll Week and Customer Service week.

Client Services Team Lead 03/2009 to 06/2011

Ceridian Atlanta, GA

Served as subject matter expert to agents and internal partners for all requests.

Provided day to day functional direction, training and support to agents.

Communicated daily with Account Executives and Service Delivery Managers on client issues.

Conducted new hire training on various track trainings and soft skills.

Trained new hires and agents for consistent application of policies, compliance and procedures.

Handled all escalated requests by conducting complex research for accurate and efficient resolution.

Examined processes for improvement opportunities and best practices and consulted with Manager.

Contributed to creation an maintenance of operating procedures.

Served as back up to manager during absence.

Worked extended hours during quarter end and year end processing periods.

Client Services Analyst 08/2005 to 03/2009

Ceridian Atlanta, GA

Provided world class customer service to all clients via phone/email support queues.

Analyzed technical support and provided resolution to clients.

Ensured work performed was with policy guidelines and metrics.

Assisted clients with software processes, setups to ensure they met their deadlines and obligations.

Performed user testings scheduled for release.

Human Resources Administrator 09/2004 to 07/2005

Lectra USA Marietta, GA

Maintained confidentiality and assisted the HR manager on all HR functions.

Facilitated all HR processes for US and Canadian employees.

Administered benefits enrollments, employee changes and terminations, COBRA notices.

Responded to employees regarding employee benefits elections and payroll inquiries.

Assisted with recruitment, phone screenings, scheduled interviews and tracked applicants.

Submitted background checks and performed reference checks.

Tracked paid time off accrual, balances and paid time off.

Processed semi-monthly multi-state payroll including calculations of pay.

Entry and maintenance of employee change items and batches utilizing ADP PCPW system.

Manual check and third party sick pay processing.

Distributed payroll to all offices and remote employees.

Processed all written and verbal employment verifications.

Worked with AP Manager processing travel and expense reimbursement utilizing the ConcurSystem.

Payroll Analyst 07/2003 to 09/2004

OneSource Atlanta, GA

Responsible for processing accurate and timely payroll for 5k multi-state employees utilizing KRONOS.

Payroll processing for weekly, biweekly and monthly hourly and salaried employees.

Processed and maintained employee data maintenance information via JD Edwards andAS400 systems.

Maintained employee records and implement garnishments, direct deposit setup, expense reports.

Created labor reports, verification of employment, child support and garnishment set up.

Worked closely with all field offices to resolve issues regarding payroll.

Responded verbally or in writing to all queries or problems immediately.

Reviewed and audited annual W2\'s and year end reporting.

to

Atlanta

Managed all payment cycle activities and provided efficient processing and client services.

Tracked and processed expenditures, purchase orders, invoices and statements.

Ensured correct approval, sorting, codings and matching of invoices and receipts.

MS

Accounts Payable Coordinator

Home Deport Corporate

Liaise with internal and external customers.

BS: Criminal Justice

Mississippi Valley State University

Volunteer at Womens/Children Shelters

Volunteer at Deerwood Academy

Volunteer of the United Way

Ceridian HR/Payroll Web and Latitude

CISCO Unified Intelligence Center

CISCO Finesse

Impact 360

Verint - Blue Pumpkin

OneCRM

WorkForce Management Report

ADP PCPW

Great Plains

JD Edwards

KRONOS

AS400

Lotus Notes

Microsoft Office, Excel and Word

Outlook

Education

Affiliations

Skills

06/1996

Itta Bena,

06/1999, GA, USA

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