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Service Training

Lithonia, GA
October 21, 2019

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Yvette Grier

*** ******* ******* **** ****: 404-***-****

Stone Mountain, GA 30083 Fax: 404-***-****


Resume of Qualifications

Professional Attributes:

Self-motivated by providing quality customer experience

Works timely and efficiently with minimal supervision

Extremely detail oriented

Ability to multitask while maintaining and implementing exceptional problem solving tactics

Team player and able to motivate other members


Strayer University, Morrow, GA - Present

Master of Business Administration

Management and Finance

Clayton State University, Morrow, GA, 2004

Integrative Studies

w/ concentration in Business

Bachelor of Science

Atlanta Metropolitan College, Atlanta, GA, 1996

Business Administration

Associate of Science


Workforce Now




Payroll Solution Specialist II ADP Resource

2014- Present Atlanta, GA

Respond to questions from Clients regarding the use of the WFN and Resources applications. Provides application/navigation support.

Supports Clients with Client data maintenance, setup, configuration changes in AutoPay Mainframe, WFN, SAP/FTS, and coordinates with all functional areas (e.g. PTO, Special Calculations, Time and Attendance schedule, 401k, etc.) as needed.

Performs new feature setup requests (e.g. Group Term Life, HSA, direct deposit calculations, special calculations, Benefit Accruals, Multi-J, split wraps, add'l locations, etc.).

Assists and supports Clients with Payroll processing questions and issues and collaborates with Payroll Processing Representative to communicate updates, changes or issues from Clients to ensure timely and accurate payroll processing

Use on-line tools and other resources to research and respond to Client inquiries requiring guidance on how to address a wide variety of payroll, pay practice and payroll tax questions and situations.

Collaborates with internal Clients/Partners (401k, FSA, Tax, etc.) and/or third party vendors involved in providing services to identify and resolve issues and ensure that these services meet Client expectations.

Escalates Client issues to Tech Services, Project Services, Connections Team, Carriers, Development or other 3rd parties as appropriate. Communicates status and resolution to Client.

Completes complex projects including:

Calculation updates, special reports, tax amendments, company setup, troubleshooting

PTO, OT, Double Time, etc. researches historical data for adjustments needed

Researches Benefit Accruals recalculates and imports corrections

Assists Client with tax changes for understanding, conducts research and follow-ups as needed

Works with Client relationship team to provide consultative support/ recommendations on optimizing utilization of product offerings. Participates in ongoing Client status calls and Implementation calls to review, understand and provide guidance on Payroll Setup and identify and resolve potential issues.

Proactively communicates and reaches out to Client base to identify any upcoming Company changes/updates and collaborates with Clients to address any issues or concerns.

Resolves issues from Quarter and Year-end error prevention notices by working with Client to determine corrections needed and generates details on changes needed for processing of additional payroll

Notifies Client Managers of tax related changes requiring employee level changes based on information provided from ADP Corporate for all Clients

Monitors Tax Registration Services once the Client is live - verifies tax registrations are live on statistical summary report and verifies that all jurisdictions are active and notifies Client as needed

Project Specialist

In Finance and Billing Department of DSL

2000 – 2006 AT&T

Atlanta, GA

Functioned as Lead on Project Team of 20

Developed and organize training manuals, visual aids, and other educational materials

Conducted training sessions for associates

Developed payment tracking method for accounts and trained associates on procedures

Researched, collected and analyzed data or information and preparing reports to inquiries

Calculated interest and late payment charges related to disputes

Utilized Excel to maintain and monitor billing accounts

Collected and analyze data for collections and disputes

Determined accuracy of billing information, monthly recurring and nonrecurring charges

Addressed billing queries in a timely manner

Assisted Network Service Providers with completing and submitting online disputes

Coordinated billing training program for Advanced Networking Division

Reconciled Miscellaneous Accounts for billing purposes

Assembled and analyze data within organization for billing and tax purposes

Served as liaison between Network Service Providers and inter-company offices

Directed community service project for division

Conferred with management and conduct surveys to identify training needs

Provided technical support to network service providers in a Legacy, Windows, and Unix environment

Was responsible for tracking of orders from a processed status to completion

Provided training for new hires and current employees


Teacher/ Grade Level Team Lead Atlanta Public Schools

2006 -2012 Atlanta, GA

Instructed students in grade level standards in all content areas

Provided technology based instruction

Conducted analysis of instructional programs and materials

Prepared students for later grades by encouraging them to explore learning and develop research skills

Provided a variety of material and resources to encourage learning

Explored alternative methods for teaching differentiated lessons

Created and implemented individual educational plans for students

Met with parents to discuss academic and social success of each child

Differentiated instruction to accommodate the needs of all students

Conferred with students daily and makes appropriate reports regarding modification of unacceptable behavior

Planned and conducted activities for a balanced program

Supervised class projects and guided students in learning

Prepared objectives and outlines for course study, following curriculum requirements of states

Organized materials and classroom for activities

Developed and implement remedial programs for students requiring extra help

Designed differentiated lesson plans centered around individual student learning levels

Prepared students for later grades by encouraging them to explore learning and develop research skills

Created, designed, and trained staff on school discipline plan and classroom management techniques

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