Sharon Ann Woodland

ad3xs0@r.postjobfree.com Palm Coast, Fl 32164

PROFESSIONAL SUMMARY

Highly experienced individual known for improving customer satisfaction and driving retention and growth of customer relationships. Adept at identifying customer service issues and successfully resolving customer complaints.

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Skilled at communicating and collaborating effectively with stakeholders at all levels of the organization. Dynamic and performance-oriented professional with significant experience in client engagement and customer service.

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Proven track record of successfully managing customer relations with innovative strategies and advanced technologies. Skilled in utilizing customer feedback to identify areas for improvement and develop effective methods to increase satisfaction.

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Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.

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SKILLS

Customer Service Account Management Customer Relations Schedule Management Strategic Communication Payroll

EXPERIENCE

HCM CUSTOMER SUCCESS MANAGER

isolved, September 2021-October 2023

Ensure profitability by building a strong relationship with the client within a SaaS organization. Elevate the brand through trust and partnership with robust people skills. Communicate the resourcefulness of innovative products and services using great negotiation skills, which increases revenue. Have team, cli-ent and customer video meetings with Zoom, Web-Ex, and Teams software.

• Collaborate with in-house sales to promote new services for the client. Problem solves by working for a resolution within support, marketing, implementation teams to win as one for the common goal. Create support tickets and deliver significant customer care to keep client happy and maintain stickiness and loyalty. Escalate support issues to the management team, to keep the client satisfaction level high.

• Proactively monitor customer health, any expansion opportunities by getting to know the customers through consistent, deep engagement. Continually improve customer experiences and outcomes. Identify revenue growth opportunities and contract renewals and alleviate renewal risk, by mitigating the churn. Managed the account for a portfolio of 250+ accounts for a book of business using Churn Zero.

• Identified opportunities for upsell and cross-sell services based on customers' usage data and preferences by developing and maintained relationships with customers to ensure customer success. Utilized CRM software effectively to track progress and performance against goals set for each account.

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• Served as escalation point for issues that impacted client's productivity and satisfaction. Managed cus-tomer accounts by responding promptly to inquiries, resolving issues, and following up on action items. Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfac-tion. Monitored customer usage data, health indicators and growth opportunities, translating into strate-gies for success.

• Increased customer satisfaction through initiative-taking customer success initiatives. Analyzed customer feedback to identify areas for improvement and develop strategies for enhancing customer experience. Prepared detailed reports on overall performance trends and presented them in a clear manner that was easy for stakeholders to understand.

GLOBAL HUB PAYROLL TECHNICAL SUPPORT ENGINEER II/ HUB SUPPORT ACCOUNT ENGINEER Oracle, September 2015-April 2021

Resolved escalated customer complaints quickly and effectively using excellent communication skills. Collaborated with IT team members to develop innovative solutions to resolve customer issues in a timely manner.

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Provided technical support to customers via telephone and email, troubleshooting hardware and software issues. Responded to user inquiries in a timely and professional manner.

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Created user accounts, configured settings, and installed applications on multiple operating systems. Deleted, created and managed user accounts and privileges using Active Directory.

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• Assisted in the resolution of customer service inquiries and escalated issues to appropriate support personnel.

• Identified root cause of complex payroll technical problems by analyzing log files and other data sources. Trained users on proper usage of hardware and software products including troubleshooting techniques when needed.

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My unique customer service care talents have rewarded me by receiving the most Customer Exceptional Nominations Awards in my team of 30 members for the fiscal year!

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SENIOR PAYROLL ACCOUNTANT

Greater Orlando Aviation Authority, GOAA, June 2012-September 2015 Prepared, processed, and reconciled payroll for a large organization of over 500 employees using ADP Workforce Now software.

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• Prepared journal entries, uploaded ADI templates and ran Oracle and Discoverer accounting and GL reports My proficient Microsoft skills helped me create accurate, complex reporting Excel spreadsheets with multiple pivot tables.

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Analyzed complex payroll data to ensure accurate processing of employee wages and deductions. Completed year- end W2s forms accurately and timely.

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HUMAN RESOURCES SPECIALIST/EDUCATIONAL SALES ADVISOR SoftRock, June 2010-September 2012

• Managed call center for HR job posting customer calls. Interviewed candidates for positions posted by employer. Asked thought-provoking questions to discover employment goals as a senior top sales representative and matched applicant with career path for college education.

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• Guided and counseled the clients on making career choices.

• Organized career development plans for existing employees to help them reach their professional goals. BENEFIT & PAYROLL SPECIALIST /ACCTS. PAYABLE MGR

KForce for Workstream Inc, January 2008-January 2009 Effectively processed multi-state and international payrolls on ADP for 250 employees. Provided superb customer service with a great mindfulness and a listening ear.

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Created complex ReportSmith Reports and Excel spreadsheets for payroll and benefit reports. Accurately maintained benefits, 401k, and Canadian retirement plans.

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Recognized by the VP of HR. In the first month of employment, I audited the records and discovered $80k of credits on benefits reports. Identified opportunities for improvement within the organization's existing processes and procedures.

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PAYROLL SPECIALIST & CASH ADMINISTRATOR/EXECUTIVE ASSISTANT Universal American, January 2006-January 2008

Developed and maintained accurate records of employee time, leave requests, benefit deductions, garnishments, bonuses and other pay components. Processed multi-state payroll on ADP and customer support for 2,500 employees. Maintained payroll, garnishments, and worked hand and hand with HR, to maintain the benefit records.

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Managed customer calls and provided excellent service. Accurately, calculated payroll timesheets. Generated complex Excel and ReportSmith reports and spreadsheets to manage cash and wires.

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• Implemented quality process improvements.

Found the best candidates and recruited workers for the marketing team. Planned promotional events, luncheons, and trips for the department.

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CORPORATE PAYROLL & BILLING MANAGER

Handex Group, Inc, June 2005-June 2006

Primed and precisely maintained the multi-state payroll and HR records on ADP. Leveraged strong interpersonal skills to respond promptly to inquiries from employees regarding their paychecks and benefit plans. Ensured accurate filing of taxes related to salaries, wages, bonuses, commissions. Duty as Corporate Billing Manager in charge of receivables and cash transfers.

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Process improvement specialist. Converted all paper time sheets to an electronic file, increasing accuracy ratio by 99%. Created accurate journal entries for liability postings to the general ledger. Completed wire transfers for funding.

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PAYROLL SUPERVISOR

DPR Construction, Inc, January 2001-April 2004

Prepared and printed in-house checks, created manual checks, coordinated labor transfers, and posted the general ledger for the entire company. Implemented electronic time sheets in the E-Time system for 20 locations using Kronos Time System. Project manager for benefits, along with Workers Compensation, 401(k) administrator for all changes to company matches, deductions, and loans. Union contact administrator for contract rate changes for over 70 unions. Worked with Timberline accounting and CMIC HRIS and payroll CMIC software.

• Developed customer service training manuals and easily managed a staff of 10 employees to bring growth potential. Managed unemployment, tax returns, Cobra & worker compensation audits.

• Performed account reconciliations to ensure accuracy of payroll system records. Reviewed all changes made in the system for accuracy prior to submitting final reports for approval. Investigated discrepancies between actual earnings versus those reported on quarterly statements sent out by government agencies such as Social Security Administration or IRS.

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EDUCATION

BACHELOR IN BUSINESS -HUMAN RESOURCE MANAGEMENT

Perdue/Kaplan University, November 2018

AS IN BUSINESS- HUMAN RESOURCE MANAGEMENT

Colorado Technical University, November 2009

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