Customer Service Support

MICHAEL A. JACKSON

**** ******* ***** **** **** *4 APT 102 Sunrise, FL 33322

H: 954-***-****: C: 678-***-**** ************@*****.***

Payroll Support Specialist

Experienced payroll support services professional with a proven track record in fostering and nurturing long-term relationships with customers and vendors. Ability to identify and resolve complex issues, along with an ability to effectively mentor teams has led to ongoing career progression. Seeking a position to utilize research, analytical and problem solving skills to improve efficiency, streamline processes, increase productivity and increase profit.

Areas of Strength and Expertise

Business Development

Payroll Adjustments

Conflict Resolution

Process Implementation

Strategic Planning & Analysis

Vendor & Client Relations

Product Knowledge

Project Management

Research & Analysis

Professional Experience

ADP Southeast National Account Financial Services, LLC., Alpharetta, GA 2008 - 2016

HCM Service Consultant II – National Accounts Services

Provided quality account management to existing and new national accounts payroll clients in resolving payroll software functionality issues and payroll processing errors. Assisted clients with payroll processing procedures on various applications and websites using a virtual application and over the phone. Informed clients of local and state tax filing changes and processing procedures. Placed proactive phone calls to each client to identify potential problems in advance. Promoted value of system features and functionality and encourage use of new product offerings. Built and maintained various client reports and payroll calculation formulas. Provided functionality support for PCPW and PayForce HR/Payroll applications and various other hosted client applications and websites. Maintained GL account setups. Supported internal business partners through the use of various tools and processes. Assisted clients with processing prior year and quarter employee payroll adjustments.

Key Accomplishments:

Received 11 certificates and compensation bonuses for highest quality survey scores.

Awarded a Diamond Star Club plaque for receiving 100 scores on all 2nd quarter 2011 surveys.

Selected to assist with managing a client who generated annual payroll revenue of $2.75M.

Received NPS Promoter Scores for 2013, 2014 and 2015 for excelling at account management, service, knowledge and client relationship management.

Utilized and promoted various client payroll websites that granted the client access to valuable information and tools for setting up accounts and filing state, SUI/SDI, and local jurisdictions.

ADP COBRA Services, LLC., Alpharetta, GA 2002 - 2008

EDI Analyst II – COBRA/FSA

Managed testing electronic data files for new COBRA EDI clients and existing production clients in proprietary formats that controlled enrollment, event changes, billing and terminations. Created test scenarios based on client setup and services. Collaborated with associates, vendors, developers, and database administrators to resolve various application and system issues. Provided CASPRO (COBRA event database) support for internal and external clients. Setup EDI Production for various clients’ in CASPRO (COBRA event database). Created various cases in Clarify (Event Tracking/Documenting Database) for client requests and documenting purposes.

Key Accomplishments:

Resolved client’s Direct Bill Change Request file issues that existed for 7 years within two months, spending on average five hours a week on the project.

Improved EDI Direct Bill Change file processing accuracy rate from 40% to 100%.

Implemented new COBRA and direct bill production EDI clients, provided client support, COBRA Regulation support, product support and released test clients to production.

Promoted rollout of new services and system enhancements based on client setup and service needs.

Created a manual process to correct plan rate history for direct bill events, resulting in successful automated processing of a client’s EDI DB Change file.

Considered a valuable resource for COBRA EDI for dedication and loyalty in taking on challenging production clients to have their files in order and resolve the past errors.

Reduced manual processing of EDI Direct Bill Change file errors by 100%.

Collaborated with Database Administrator and Client Services to automate a manual process.

ADP COBRA Services, LLC., Alpharetta, GA

EDI Analyst I – COBRA/FSA (2002 to 2006)

Managed Electronic Data Transmission file errors providing file specification support, corresponded with vendors, external and internal clients to resolve erred COBRA and Direct Bill events. Audited EDI files that had errors to assure receipt of correct data from the client on subsequent file submissions.

Key Accomplishments:

Maintained production levels while taking on other high-level projects and providing support to clients with erred COBRA events and educating them on event processing and COBRA Regulations.

Called upon to assist with testing and implementing new COBRA and Direct Bill EDI clients.

Received 2004 Bene Award for providing exceptional quality customer service.

Discovered an issue where batches of elections were not on Election Generation Report, resulting in avoiding compliance issues and saving the company thousands of dollars.

Selected to monitor election packet generation process, involving working with clients to resolve problems with COBRA Qualifying Events that were manually entered, reducing a three-page error report down to four to five erred.

Education and Certification

Business Communications Diploma

SOUTHERN BUSINESS SCHOOL Lauderhill, FL

HCM Certification, 2014

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