Service Representative Human Resource

Victoria L. Purnell, FPC, BS, MHRM

Atlanta, GA **350

(Mobile) 678-***-**** (Residential) 678-***-****

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

OBJECTIVE

I am seeking a leadership role within a Human Resources, Client Service, or Corporate Service environment. I am seeking a role that will allow me to utilize my impeccable experience, skills, education and training. I am leader who consistently goes the extra mile for my client, my team, and my organization. I will bring about a positive presence and a wealth of knowledge, with immediate actionable results.

PROFESSIONAL EXPERIENCE

Cognizant Technology Solutions

Human Capital Manager-Functional Payroll & HR Consultant/Analyst, Wave Manager - February 2016-Present

Tasks related to full cycle payroll operations and all associated tasks as required by company (client).

Develop conversion strategies to ensure on-time migration while managing the analysis of client specifications, determining the appropriate method for conversion of data files and ensuring the correct set-up of product features.

Generating and maintaining key project documents; work-plans, status reports, issue and resolution logs and change control documents. Utilizing these documents to communicate project status to the Client and the Client's project and Management teams.

Effectively executing project control and determining appropriate issue resolution/alternatives. Maintaining current client profile data and escalating project issues to the Client and Client’s executives as necessary.

Ability to manage and distribute workload while overseeing a team of payroll/technical service professionals.

Identify and implement opportunities for process improvement to increase efficiencies and effectiveness.

Manage internal and external audits of client information to ensure data integrity and regulatory compliance and resolve audit discrepancies.

Ability to communicate and prepare written deliverables to both the client and Cognizant Technology Services Management Team.

Partner with clients to understand their business and related needs

Incorporate new processes, tools and approaches when recommending an ADP solution

Utilize broad knowledge to recommend solutions to the client when appropriate

Understand client business issues and concerns and recommend and implement appropriate solution

Build long term client relationship and trust

Facilitate system upgrades, implementations, conversions, parallels/testing and ensure successful go-lives

Assisting Human Resources and Benefit partners to meet cross-functional goals.

Travel as needed both nationally and internationally.

BSI (Business Software Inc.), Norcross, GA

Help Desk Software/Systems Analyst II (Payroll & HRIS) - July 2015-February 2016

Receives escalated, complex issues from external customers and analyzes reported problems to assess how to best achieve solid solutions in as expedited a manner as possible while following approved processes and procedures.

Perform usability tests of customer logs/scripts against the BSI systems.

Troubleshoots payroll system data locating errors and directing the client to resolution.

Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, conference services etc.).

Monitoring, deploying and maintaining client production environments (Multiple HRIS Systems including: Ceridian, SAP, Peoplesoft, Infor, Workday and Oracle)

Technical programming and scripting tasks to determine root cause of failure

ADP Workforce Now - Comp Services, Alpharetta, GA

Implementation Specialist II - November 2014 – July 2015

Implement ADP's solutions to clients, following ADP guidelines, and in accordance with client expectations

Implementations could include adding additional products, transfers from other parts of ADP or migration from one ADP solution to another

Ensure client satisfaction and retention through timely solution delivery within client-defined timeliness

Collaborate with various departments to load and convert (as required) client data to ADP's solutions

Comp Services (Compensation Services) is a Benefits (only) product offering. I created and maintained data imports from external carriers (BCBS, Humana, VSP) to ADP by way of the clients' payroll infrastructure.

I worked directly with the carriers in order to implement the benefits for the ADP client. Reviewing and confirming each coverage option with multiple rates and level options.

ADP Resource, Alpharetta, GA

Payroll/HR Service Representative II/Account Manager - September 2011 – November 2014

Providing on-going support and technical assistance to assigned ADP Resource client base regarding product/service capabilities and payroll problems.

Assist clients with processing payrolls with a high degree of accuracy while providing superior client service.

Understands and stays up-to-date on the client's business situation, strategy and HR needs.

With the HRBP’s; participates in client HR planning meetings and decision-making. AS necessary, acts as escalation point person for client billing and pricing questions.

Resolves issues related to payroll and enhances client's product knowledge ensuring utilization of appropriate processing procedures.

Develops and maintains effective ADP/client communications to ensure client satisfaction and improving client awareness on issues relating to wage, hour and labor laws, thus increasing client retention and limiting ADP's legal liability while managing a portfolio of an average/estimated 100+ client accounts, $1.9 million dollars in annual revenue for ADP.

I was an Intern for the HR Business Partners, traveling 'on-site' for client Open Enrollments. Giving presentations and training on Human Resource, Payroll and Benefits.

Full cycle payroll processing, benefits deduction calculation, employee on-boarding assistance including W4/I-9 requirements.

Providing payroll processing and support to Union Payroll clients; 500 WSE’s

General Ledger reconciliation, out of sequence payroll processing, money movement corrections and balancing, tax deposit auditing 940/941, year-end preparations for W2s.

Additional Experience

Delta Dental of California, Alpharetta, GA

Customer Service Representative II, August 2010 – September 2011

Summary: Dental Insurance and Member Benefits management including interpretation, member/provider communications. I managed Employer and Group policies for Open Enrollments, while also serving as a Supervisor/Trainer for new associates coming to the floor.

AETNA Insurance Corporation, Grand Rapids, MI

Client Service Representative II, October 2008 – January 2010

Summary: Dental Insurance and Member Benefits management including interpretation, member/provider communications for Employer and Group policies.

Charter Communications, Grand Rapids, MI

Sales Representative, November 2007 – October 2008

Summary: Inbound Sales and Services for Cable, Phone and Internet Customers

The Hartford Insurance, Atlanta, GA

December 2000 – March 2007

CSR III/Underwriter

Claims Adjuster/Liability Representative

Summary: I was a liability adjuster who handled bodily injury (liability) claims. First reports, recorded statements, review of benefits/policy limits in order to pay, dent, close/settle their claims. I also coordinated with the Workers Compensation Team, a staff of RN's and the numerous medical providers associated with each claimant.

Norrell/Interim Staffing Corporation/Spherion

Atlanta, GA December 1999-October 2000

HR/Benefits Administrator

Summary: Norrell was a staffing agency with over 40,000 work-site employee world-wide. As a Benefits Admin; I handled the presentation, selection and entry of the new hire benefits internally, as well as all communications from the external carrier 'Account Managers'. (E.g. Kaiser Permanente, Lincoln Financial, etc) Additionally, I researched and resolved any/all payroll errors stemming from either incorrect selection or deduction set-up for the employees in my assigned region.

Priority Health (HMO), Grand Rapids, MI

1997-1999

Member Service Representative

Field/Client Service Representative

Summary: I was initially a Client Service Representative, then promoted to a Field Service Representative Role where I conducted field visits and presentations for the members who were a part of the (new ) Medicare & Medicaid pilot program. Explaining on any level their complete policy packages which included Health, Vision and DENTAL. Explaining the concepts of ‘in versus out of network’, coverage, benefits levels, co-pays (both individual and family), exclusions, and all of the processes behind utilizing their benefits and services within the HMO.

EDUCATION

The University of Scranton

Masters in Human Resource Management

Official Transcript Available

Graduation/Completion April 24, 2016

Summary: In preparing their Graduates for their Human Resource careers, the University of Scranton places extremely HIGH standards on their students. With the life experience and knowledge that I possessed going in; I was able to mesh 'real life’ as a long time employee with personal benefit experience, with my learning and educational experience within my curriculum. Key Graduate Level Courses based on 'today's' industry:

Org Behavior & Leadership

Recruitment & Staffing

Workplace Learning & Performance

Total Rewards (Direct and Indirect Compensation, Benefits & Incentive)

Walden University

Bachelors Degree of Science

Communications/Marketing

Graduation/Completion May 2013

Specializing in: International Marketing and Ecommerce & Internet Marketing & Communications

Grand Rapids Junior College

Associate Degree in Liberal Arts & Sciences

Concentration: Business Management/Communications

Graduation/Completion May 1987

COMPETENCIES

Leadership Development, Client Focus, Communications and Marketing, HRBP Internship, Learning & Development, Strategic Thinking, Operational Excellence, HRIS, ADP Payroll and HR Systems, Multi-State Payroll and Tax excellence, Multi-state Employment Laws and Guidelines, New Hire Administration, Client Management Training (Payroll, Tax & H/R), Employment Verifications, ACA Training and Performance Management.

SYSTEM SKILLS

Microsoft Office Excel

Ceridian Saas

ERP/Autopay PeopleSoft/Mainframe

Share Point EV4/EV5

SAP Oracle

KANA Sales Force

Clarify TOPS

HRM Siebel

TMS Oracle

Ceridian Infor

* References upon request

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