Compensation Analyst
Resume:
Amy Guy
Youngsville, NC *****
*******@*****.***
252-***-**** Cell
Objective
I am an accomplished, goal-oriented and motivated Sales Compensation professional looking to develop my career utilizing current skills, education, and training.
Education
Strayer University – RTP Campus
MBA (Finance), Expected Graduation Date: January 2018
Chowan University, Murfreesboro, NC
Bachelors of Science (Social Science), 2009
Qualifications
Possesses strong problem solving skills, with the ability to make well thought out decisions
Excellent written and verbal communication skills
Detail oriented and efficient
Effective at multi-tasking
Trustworthy, discreet and ethical
Proficient in Word, Excel, PowerPoint, ICOMS (AS400), NYROC (Docsis), Unified, Work Assure, TOA, OMSe, Avaya, SAP, Witness, IssueTrak, Salesforce, CSG, OIC (Oracle Incentive Compensation), PeopleSoft HRMS and Salesforce.com.
Experience
Time Warner Cable
Commissions Processing Coordinator Northeast Region (2/2016 - Current)
Maintain the accuracy and integrity of payroll for commissioned employees approximately 275 sales reps, 27 managers and 5 directors.
Creation and production of sales and install reporting, evaluating sales/install results, interfacing with the sales organization regarding variances and additional reporting needs.
Assist in the preparation and analysis of financial and operational reporting for Management team when needed
Meet payroll submission deadlines
Create and communicate commission statements to the field
Research disputes in SalesForce, CSG, OIC, and ICOMS to resolve disputes in a timely matter
Financial modeling, efficient and relevant report development, CRM and database knowledge (e.g., Salesforce.com, ICOMS, and CSG) and strong analytic and communication skills
Assist with training new coordinators, as well as, assist existing coordinators with questions and/or concerns.
Any additional Ad-Hoc Reporting
Time Warner Cable
Commissions Processing Coordinator NYC (1/2015 – 2/2016)
Maintain the accuracy and integrity of payroll for commissioned employees approximately 200 sales reps, 20 managers and 3 directors.
Ensure audit controls are in place over commission processing.
Responsible for calculating commissions for commission earned departments timely and accurately, as well as, auditing the earned commission based on commission plans and policies.
Ensure the integrity of commissions paid to agents is based on policies and procedures.
Maintains confidentiality on matters relating to payroll commissions and performance.
Research commission variances as requested by commissioned departments.
Provide feedback to commissioned departments to increase accuracy of commission payments. Timely communications and resolutions for any commission disputes or questions.
Accurately maintains departmental filing while adhering to record retention guidelines
Assist with training new coordinators, as well as, assist existing coordinators with questions and/or concerns.
Create training documents for current processes as well as teach new processes to the team that facilitate more timely completion of tasks.
Other duties as assigned.
Time Warner Cable
Commissions Processing Coordinator Sales Engineers (9/2013 – 12/2014)
Maintain the accuracy and integrity of payroll for approximately 20 Sales Engineers and their leadership and ensure audit controls are in place over commission processing.
Responsible for calculating commissions for commission earned departments timely and accurately, as well as, auditing the earned commission based on commission plans and policies.
Calculate commissions for Sales Engineers, Incentive Sales Team, Managers, and Directors based on assigned compensation plan
Ensure the integrity of commissions paid to agents is based on policies and procedures.
Maintain confidentiality on matters relating to payroll commissions and performance.
Research commission variances as requested by commissioned departments.
Provide feedback to commissioned departments to increase accuracy of commission payments. Timely communications and resolutions for any commission disputes or questions.
Accurately maintain departmental filing while adhering to record retention guidelines
Other duties as assigned.
Time Warner Cable
Customer Care Supervisor (11/2011 – 9/2013)
Coach, train and develop customer care agents
Use of Witness Tool to research escalations and for coaching purposes
Provide disciplinary and reports to Manager, Director and HR
Partner with Field Operations and Customer Care Operations on escalations to provide resolution
Resolve escalated calls from customers
Effectively coach agents to success in Call Center Metrics: QA, Sales, Productivity and CSAT
Assist all departments with resolutions that are both beneficial to Time Warner Cable and the customer
Facilitate team meetings and trainings as needed
Monitor agent calls daily for quality and accuracy
Time Warner Cable
Lead Dispatcher (3/2011-11/2011)
Train new and existing dispatchers on policies and procedures
Act as a customer service liaison
Research and complete IssueTraks (Customer Escalations)
Troubleshoot issues with customers and installation/service technicians
Assist with escalated calls from both internal and external customers
Run daily and monthly Avaya phone reports
Assist with agent scorecards as well as coaching opportunities
Pull calls for review and monthly phone QC’s using Avaya as needed
Assist with monitoring productivity of the dispatch team
Use Work Assure to monitor tech productivity and work load activity
Assist technical operations supervisors with issues
Route work orders to techs
Lead the League of Extraordinary Dispatchers (Plans events within the department and addresses concerns from the agents)
Other duties as assigned by Supervisor, Manager and/or Director
Time Warner Cable
Escalations Coordinator (5/2010-3/2011)
• Coordinate escalations received from BBB, AG, COTP, FCC and Executive Leadership with internal departments
• Provide conflict resolution that is mutually beneficial to TWC and the customer
• Assist Supervisors, Managers and Director with highest quality of customer satisfaction
• Act as a liaison between internal and external customers
• Research escalations for root-cause and create detailed reports for Executive Management
• Use of Witness Tool for researching escalations and coaching purposes
• Resolve escalated calls from Customer Service
• Received MVP nomination for exemplifying TWC Mission and Values
Time Warner Cable
Customer Care Representative (8/2009-5/2010)
Represent Time Warner Cable through excellent customer service
Provide quality troubleshooting techniques geared toward individual customer needs
Provide quality information on all products and services to meet the customers’ needs
Offer supplemental Time Warner Cable products based on the customers’ needs
References available upon request
Contact this candidate