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Customer Service Accounting Manager

Buford, GA
May 16, 2020

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**** ******* ***** *****, ******* GA 30024 516-***-****


Fourteen years’ experience in Payroll and Human Resource administration mainly focusing on processing in-house payroll and high-volume clients. Over twenty year’s customer service and accounts payable experience with strong time management, organizational, leadership, interpersonal, communication and computer skills. I am extremely self-motivated, with talent to motivate others, work well professionally in a team environment or independently. I am a Certified Payroll Professional, a Georgia Notary Public and speak Spanish.


WestRock –Duluth, GA

Payroll Supervisor March 2017 – February 2020

Oversaw day to day payroll operations processing hourly and salary payrolls for US and Canadian employees in 275 business operating facilities, producing weekly, bi-weekly, salary and monthly payroll for over 40,000 employees in 41 states accurately and timely in a fast pace environment

Managed 8 employees, assisting with goals, motivating and empowering team in turn 4 members being promoted by the director to other positions within the payroll department

Successfully assumed leadership role and previous directors’ obligations during an unexpected leave. Handled and processed special payrolls such as annual incentive bonuses, relocation payments, expat payments, commissions, 401K employer contribution, exercised stock, ESPP purchases with little knowledge. Having to self-educate and use internal resources to assist. In the midst avoiding any interruption in pay to employees becoming the SME to payroll processing within PeopleSoft

Ensured effective and efficient daily operations by identifying, implementing and participating in payroll process improvement strategies, as well as making independent decisions and judgements

Liaising with HRIS, accounting, benefits, IT, legal to ensure the accuracy and flow of employee data and reporting. Collaborated with business leaders and other departments to identify opportunities to improve existing practices and generate practical solutions on issues identified

Lead various projects from development of documentation to training end users such as commuter deduction process, acquisitions, mergers and at the same time assisting technical support with UAT testing on payroll system enhancements/implementation, tax updates

Served as point of contact for accounting on GL errors and bank reconciliation concerns, as well as external vendors such as union representatives on payment remittances, BDO for the expatriate employee payments and Weichert for quarterly relocation processing.

Work with union representatives on reporting, employee deduction concerns and payments reconciliation

Assist tax department on year end process

Researched, analyzed and resolving payroll related problems, create ad hoc reports, created and analyzed monthly metrics to determine volume and accuracy of the team

Assisted with internal and external audits to include SAS and SOX. responsible for reviewing all payroll packets ensuring to follow controls specified in the narrative and running monthly audits

WestRock formally known as RockTenn –Duluth, GA

Payroll Specialist /T&A February 2013 – March 2017

Accurately and efficiently processed weekly and bi-weekly payrolls for multiple locations within WorkBrain, Kronos and PeopleSoft

Successfully processed off -cycle payrolls, voids, direct deposits, and taxes providing excellent customer service and meeting established SLAs

Partook with the transition of Canadian payroll from Montreal to Norcross, involved a trip to Canada to learn and document processes to include Record of Employment, FSTQ filing, RBC Deposits, Quebec new hire setup, pension, Wage loss plan, reporting, and more. Revising several checklists and returning to Norcross to train new processor for three months

Assisted with several conversions involved running parallel payrolls, processing garnishments, and validating local tax setup within close

Lead HR case management project, collaborating with payroll team and other departments to gather information and implement new ServiceNow system. Documented and trained payroll department.

Created documentation and trained coworkers on several process and procedures for cross-training: NJ Sick pay process, retro calculations, entering of direct deposits, taxes and garnishments


Payroll Professional/Human Resource Specialist March 2005 – January 2013

Administered weekly and bi-weekly payroll for multiple clients processing over 10,000 employees in 35 states. Assisted clients and employees with payroll and benefit inquiries

Managed full cycle in-house payroll for 250 employees in 3 states

Processed off –cycle payrolls and reversals where needed en

Handled over 50-100 client garnishments weekly for 2 years

Processed daily, monthly and quarterly tax payments for clients in 40 states for 2 years

Assisted with SAS Audits, tax adjustments and W-2 processing

Filed quarterly tax form 941, federal 940, and state year-end forms

Supported Accounts Payable with inputting and reviewing invoices, employee expenses, and commissions

Processed garnishment and tax payment checks as well as handled Cobra payments

Assisted Finance with reconciling benefits, identifying general ledger accounts, and submitting bank files

Supported HR in entering and maintaining personnel files; from new hires to performance reviews

Assisted in placing ads, composing offer letters and coordinating new employee orientation

Processed new hire reporting, employment verifications, background checks, and drug screening

Assisted with employee recognition committee, developing ways to increase participation, build morale and coordinated event planning

USA TODAY -Port Washington, NY

Accounts Payable Specialist/Office Manager March 2000 to February 2005

Managed all phases of Accounts Payable including month end closing, 1099 reporting, year-end cleanup

Processed invoices, expenses and mileage reports for payment

Processed payroll for independent contractors; maintained records and monitored turnover

Maintained purchase order system including vendor relations and office supply inventory

Implemented and administered the Contractor Bonding Program and Accident Insurance Program

Maintained Runzheimer Auto Allowance Program and monitored monthly expenses

Maintained Excel, Access and AS400 databases for outside contactor’s and wholesalers

Supported customer service supervisor, controller and accounting manager

Assisted Marketing/Circulation departments with monthly budget tracking, and vendor development

Maintained office equipment including stamp machine, copiers, printers, fax machines, and cell phones

Scheduled meetings, interviews, travel arrangements and conference calls.

Senior Customer Service Rep May 1996 –February 2000

Supervised, trained, delegated, and evaluated Customer Service Reps

Successfully managed the “One Call" process to provide customer satisfaction

Directed printing and distribution of all Circulation, Billing and Complaint Reports

Supervised mail room operations including outgoing and incoming mail, FedEx and UPS shipping

Promoted answering internal and external customer inquiries promptly and efficiently


American Payroll Association October 2016 – December 2021

Certified Payroll Professional

Long Island University-Brookville, NY December 2000

Human Resource Certificate

Coursework: Payroll Administration, Fundamentals of Human Resources, Employee Training, Employment Law, Compensation and Benefits, Discrimination Claims in HR, Fundamentals of Finance/Accounting, Business Writing

Queensborough Community College-Bayside, NY January 1996

Associates in Business Management-Transportation - Two semesters coursework in Accounting


Proficient in Microsoft Excel (Vlookup, Pivot), Word, Power Point, Access, Outlook, PeopleSoft 9.2, Kronos 7.0, SAP, WorkBrain, AS 400, Lawson, Time Tender, ADI Software, Productivity Tools: JD Edwards, ServiceNow, DAS, Excel to CI, Master Tax, Crystal Reports, Adobe Acrobat, QuickBooks, SharePoint

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