Customer Service Data Entry

Mary Beth Hofbauer

Mount Holly, NJ ***** Cell: 609-***-****

*********@*******.***

I am process improvement and deadline driven with more than 30 years of expertise providing exceptional problem-solving and organizational skills. A passionate expert in the delivery of impeccable customer service, and able to unravel elaborate and complex customer issues with tact and diplomacy. A seasoned professional, I am articulate, personable, analytical, and self-motivated, with well-developed oral and written communication skills.

CAREER HIGHLIGHTS

Successfully retained customers threatening to leave Ceridian and take their business elsewhere

Developed and delivered Year-End Bonus and Extra Run Training

Developed and delivered PowerPay training to Sales Managers

Recognition and commendation from both internal and external customers regarding the excellent and personalized customer service I have provided

TECHNICAL EXPERTISE

Microsoft Office – Word, Excel, PowerPoint, Outlook // Ceridian – Freedom/Redwood, PowerPay, PR2000 // Reflection Tax Link Software // Source Tax Online // Report Writer // Citrix

STRENGTHS

Team Building // Scheduling // Human Resources // Accomplished Trainer // Organization // Quality Assurance // Decisive Team Player // Research // Problem Resolution // Strong Interpersonal and Communication Skills // Customer Service Skills // Understanding Payroll Taxation

PROFESSIONAL EXPERIENCE

Sage Mt. Laurel, NJ 12/2017 – 10/2019

Associate Conversion Specialist: Primary contact for Senior Conversion Specialist. Install new payroll clients on requested payroll platform. Upload electronic employee and payroll files to multiple platforms to facilitate ease of installation. Balance YTD employee and employer payroll information prior to client first payroll.

AMAZON.COM EWR4 Robbinsville, NJ 04/2015 – 06/2016

Fulfillment Associate: Inbound receiving

AMERICAN INCOME LIFE INSURANCE CO. Eatontown, NJ 12/2013 – 06/2014

Licensed Insurance Producer: Visit union member homes & introduce them to union provided free benefits and provide life insurance options.

HILL INTERNATIONAL, INC. Marlton, NJ 09/2011 – 06/2012

Payroll Administrator: Serve as primary contact/project manager for payroll update/changes, report and tax filing deadlines, along with Federal/State regulation changes. Work with IT to make system and process improvements to reduce manual processes and streamline procedures. Responsible for processing payroll information for more than 800 active employees. Verify and process new hire information, including W4 and direct deposit information. Communicate with government agencies regarding wage attachments and tax inquiries. Maintain employee garnishments, deductions and off-cycle checks. Resolve all payroll issues. Process stop-payments, ACH recalls and enter voids into Ceridian Source 550 and Latitude. Year end processing including resolving all W2 inquiries.

CERIDIAN CORP Minneapolis, MN 09/1999 – 02/2010

Installations Consultant: Serve as primary contact/project manager for new clients in the implementation of payroll products, partnership, and more complex payroll implementations ensuring on-time installation, customer satisfaction, and retention. Conduct client interviews to effectively analyze set-up requirements for company and employee information including specific pays, deductions, garnishments, add-on services, and expectations. Verify and audit all set-up documentation of company, taxes, wages, and employee information, specific pays, deductions and government reporting. Analyze and create client specific payroll reports, enter customer payroll and tax information into payroll system and resolve outstanding tax and out of balance issues. Serve as liaison with other departments including Tax, Customer Service, Sales, and Print Production to ensure timely and accurate payroll output.

Team Lead/Assistant Supervisor: Support Client Service Manager with staffing by reviewing and interviewing candidate pool and helping with selection decisions promoting staffing decisions based on building a strong performing, diverse workforce. Ensure successful completion of new hire development plan to ensure a quick ramp up for new staff members. Help establish clear and consistent performance objectives related to client service and retention goals, monitor various performance metrics to identify performance trends, deliver ongoing feedback, coaching and recognitions, and support ongoing training activities. Support the Client Service Manager with the annual performance appraisal process, partner with employees to identify professional development goals, and handle performance improvement situations in a fair and objective manner. Root reports, daily and weekly exception reports, scheduling, monitor daily processing, escalations, amendments, calculate complex tax breakdown, assist client with internet payroll product, set-up complex garnishments and 401K/403B company match and catch-up. Research payroll and tax inquiries, and handle delivery issues. Participate in ongoing focus groups related to Client Service processes and Small Business products to support ongoing quality goals. Develop and foster ongoing working relationships across various departments including tax services, payment solutions, project teams, implementations, technology, production and sales. Recognize and recommend areas of improvement.

Senior Account Representative: Act as mentor over positions that handle customer service inquiries and problems, via the telephone, fax or email. Train new employees. Handle escalated customer service inquiries and problems. Answer calls that are non-routine and require knowledge of multiple product lines and systems. Assist with complex problems or situations which may require adaptation of response or limited research according to customer inquiry. Accurately and timely enter data or document of call into system. Provide direction and guidance to less experienced customer service representatives. Support the customer satisfaction goals of the department by providing support to coworkers. Resolve customer service problems which have escalated through department. Coordinate with a wide variety of functions within the company to resolve customer issues. Assist with training of new products and services, scheduling, and coordinating team activities. Handle special quarter/year-end processing tasks. Review reports to ensure accuracy and validity.

Account Representative: Handle customer service related inquiries via telephone, fax, or email. Accurately and timely enter data or document of call into system. Confirm customer level of service and effectively address the customer by resolving their need or referring customer to most appropriate staff person. Navigate computerized data entry system and other relevant applications to provide thorough documentation of caller contact. Cooperate with team members to ensure customer service coverage is not jeopardized.

MINIDATA, THE PAYROLL COMPANY Hightstown, NJ 01/1990 - 09/1995

Tax Filing Specialist: Responsible for approval and maintenance of client set-ups. Authorized and made bank and tax ID changes, handled customer correspondence and interface. Serve as liaison between tax filing service, clients, and sales; research tax agency inquiries utilizing Reflections Tax Link Software.

Payroll Account Representative: Performed all Telepay Representative duties, trained new and existing co-workers on policy, procedures, and new payroll system. Performed customer service functions, researched archived files to assist in client requests.

Telepay Representative: Communicated with over 50 clients daily to obtain payroll information, input into computer system while performing customer service duties, including researching client requests utilizing micro fiche filing system, manually calculating payroll tax breakdowns, and maintaining client files.

EDUCATION – PROFESSIONAL TRAINING

Certified Payroll Professional // Six Sigma White Belt // Fundamental Payroll Consultant

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