Project Manager Online Services

Susan L Sterner

PO Box **** (** S * W) Saint Johns, AZ 85936 Mobile: 480-***-**** ************@*****.***

Professional Summary

Skilled Project Manager and Implementation Specialist with over 20 years’ experience in various industries for installing, setting up and testing new software systems. Management positions held with over 20 years’ experience in a variety of industries. Enthusiastic about using my knowledge and skills to lead teams and manage projects. Expert knowledge in project management, software, data user interface software programs, database security and server technologies. Extensive skills in training clients and resolving technical issues. Proficient in all aspects of accounting, budget administration and management. Outstanding ability in building and leading teams, managing high-volume operations with consistency, accuracy, and in full compliance with regulatory requirements.

Professional and Technical Skills

Project Management. Coordinating and Scheduling, Account Administration, Leadership Training

Critical Thinking, Detailed oriented, Analytical Skills, People Skills, Verbal, and Written Communication,

Friendly, Patient, Empathetic, Problem Solving, Document Development, Resolution and Accountability,

Training Material Development, Methodical, Active Listening. Exceptional Organizational Skills, Software System Configuration, Report Preparation, Software System Maintenance, Business Workflow Analysis, Resource Allocation, Accounting, Billing Investigations and Resolutions. Microsoft Office Suite, COBOL, Salesforce, ADA, Outlook, Billing, Email, HRIS, JAVA, Zoom, Webex Teams, GoToMeeting, SNTP, JavaScript, Protocol, ACM, SQL, NTP, HTML, HCM, C++, Oracle, Google, AWL, SaaS.

Work History

2021 - 2023 Bureau Veritas North America

Senior Software Implementation Coordinator

•Execute various implementation tasks, such as system setup, end-user training and post-go-live support and optimization for the “SmartGov” software.

•Document crucial implementation decisions and configuration settings with client through weekly scheduled meetings.

•Configured, installed, and oversaw troubleshooting tasks for a variety of complex issues relating to the jurisdictional specific needs.

•Set-up and tested validity of information entered including coding, fee codes, specific requirements efficiently and correctly.

•Collaborate with clients to define project scope and aims, ensuring their prompt attainment, while checking project completion closely.

•Resolve issues effectively, both remotely and directly, using training and documentation.

•Aided clients in client specific training and special documentation in maximizing use of all software tools and offered technical guidance and resolutions.

2007 –2021 Paychex, Inc,

1.Online Services Implementation, Migration, HR Service Representative (3 positions)

Senior Online Services Implementation Coordinator (01/2019 – 08/2021)

Senior Online Services Migration Coordinator (07/2019 –01/2021)

Senior HRO - Online Services Project Manager and Implementation

Specialist (10/2018 – 08/2021)

•Executed various implementation tasks, such as system setup, end-user training, testing and post-go-live support.

•Proactively found opportunities to enhance clients’ service experience and using listening skills to enhance the client’s system needs.

•Demonstrated advanced critical thinking skills and resolutions to complex issues on system, browser glitches, and other issues that may have happened.

•Documented of all interactions and uses of the information to improve service and ensure high customer satisfaction after post go-live date.

•Reviewed, tracked and all documents in compliance with mandatory and non-mandatory training, continued education, and work assignments and industry standards.

•Provided extensive training both visually recorded and pdf documentation to administrators and back-end users on the utilization of client facing software.

•Built strong relationships within the industry with clients, tax agencies, Garnishment agencies, coding, and billing departments.

•Demonstrated, and resolved problems with technical knowledge of system being utilized and other system integrated within the systems.

•Specific Subject Expert to business partners and internal clients in various departments.

•Use technology effectively to aid clients and troubleshoot complex issues for resolution through scheduled calls, call queues, emails, and faxes.

Enterprise Client Service Account Manager (04/2015 –10/2018)

•Worked as the main contact for large revenue and maintained an advanced working knowledge of multiple Paychex products, as well as industry practices and procedures in payroll, human resources, time and attendance, 401k, section 125, tax preparation and employee.

•Identifies and implements opportunities for process improvements on a large scale.

•Demonstrated advanced skills levels with systems and software packages, including HRIS, Salesforce, Flex Core Advanced, ORS.

•Troubleshoot complex issues within different systems and resolved issues.

•Designed and presented training courses for internal and external clients.

•Served as a Mentor for less experienced teammates.

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Senior Payroll Service Representative - Flex and Preview Payroll (03/2013 – 04/2015)

•Worked with clients to enter and submit their payroll information and delivered quality service to Paychex clients via phone or email or fax submission for processing their businesses payroll needs.

•Follow up with outstanding items to issue completion in compliance with established Service Level Agreements.

•Developed and supported an outstanding working knowledge of one or more Paychex products as well as industry policies and procedures.

•Demonstrated outstanding skill levels with systems and software packages, which may include HRIS, Salesforce, Flex, Core Advance, Preview and ORS.

•Documented all interactions with clients, internal and external partners.

•Prepare job aids for processes for internal colleagues and external clients.

•Client Resolution on any client issues (software, billing, taxes).

Senior Time and Labor Support Advisor (10/2010 – 03/2013)

•Maintained support with knowledge on problem solving techniques quickly for their time keeping system (TLO and Time in a Box) system and integrations into other systems.

•Documentation of all inquiries, and interactions with clients, internal staff, and industry parameters.

•Technical Client Support for troubleshooting technical issues.

•Customer Service and resolution specialist for internal and external clients.

Senior Payroll Specialist – Core Advanced (04/2007 – 10/2010)

•Payroll Manager for over three hundred clients in Paychex Flex payroll platform in taking their payroll hours, reviewing payroll, releasing payroll, and scheduling deliveries.

•Prepared corporate taxes, amendments, local taxes, and year end employee data (w-2’s).

•Customer Service support for clients in scheduled calls or in incoming phone queues.

Education (Certifications/Degrees)

Kaplan University Major: Crime Scene Investigations 2004-2005

Major: Criminal Justice 2005-2007

1.Crime Scene Investigation Certificate,

2.Associates Degree in Criminal Justice

Honor Roll Society,

Dean’s List

Northern Montana College Major: Computer Science 1986-1988

Minor: Business Administration

Honor Roll Society,

Dean’s List

Sentinel High School Major: College Prep 1979 – 1982

High School Diploma

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