Customer Service Support Specialist
Resume:
Michele Denise Hicks
*************@*****.***
To obtain a challenging and career consistent opportunity that offers professional development and advancement opportunities.
Work Experience
Senior Specialist - Payroll Tax
TriNet (VIVA USA) - Remote
March 2021 to June 2022
•Offboarding and delinking(deactivating) terminated client accounts
•Registered Federal, State, and Local tax accounts for set-up to ensure filing and payments can be remitted timely
•Responsible for daily PTS Import
•Communicated effectively with internal/external customers related to Tax Compliance and Tax Jurisdiction account set-ups.
•Audited tax data to ensure accuracy and resolve discrepancies.
•W-2 Regeneration
•Deposit payment clean-up (Credits)
•Adhere to all desk top procedures and organization goals and metrics.
•Proficient knowledge in working the state agencies to set up tax accounts and resolve outstanding issues.
•Cross-train with other departments to learn full scope of TriNet Payroll and Tax functions.
•Created and submitted Power of Attorney forms and other state required documentation to customers for completion thru Docusign
•Notifies leadership of changes communicated by state agencies.
•Handles tax-related inquiries from customers, vendors and taxing authorities.
•Various additional projects and responsibilities assigned at the manager’s discretion.
Ultipro Systems Consultant
Ultimate Software - Atlanta, GA
December 2019 to November 2020
•Project Management and coordination of full lifecycle implementation
•Conduct Project Kickoff, Banking, Business Analysis, Functional Specification, System Configuration, Testing and ensuring compliance with Ultimate Software's implementation methodology
•Work directly with the customer's project team to understand their business needs and translates business needs into a set of systematic specifications for development
•Employ exceptional quality service and effective communications with our customers and internal business partners,
•Learned and utilized the capabilities of Ultipro Time & Attendance software to properly and creatively utilize features to meet the client's needs
•Gather client data to configure PTO accruals and General Ledger.
•Instruct client through Security & Workflow notification set-up, Multi Factor Authentication, Mobile App settings and Geo-Fencing
•Research, document, configure and test all functional elements
•Follow-up on Salesforce Cases to ensure thorough and effective resolution.
•Maintain customer master data, including jurisdictional data. Works with customer to ensure required Legal, Banking and Tax Filing Service forms are signed and filed with appropriate taxing/banking authority
•Works with the appropriate team members: Technical Consultant, Launch Data Consultant, Lead Systems Consultant to timely address and resolve issues related to Opening Balances, Data Conversion and any outstanding System Configuration discrepancies as necessary
•Conduct client Ultipro training to familiarize them with procedures, processes, systems and reporting
•Maintain the Ultimate Software support methodology and best practices.
•Builds and maintains strong peer relationships within the team and across the organization.
•Conduct and/or participate in client conference calls to gather data to address service issues, research, resolve remaining open items. Ensures Customer Success thru follow-up meetings
Tax Support Specialist (Named Tax Representative)
Ultimate Software - Atlanta, GA
July 2018 to December 2019
•Employ exceptional quality service and effective communications with our customers and internal business partners
•Provide daily necessary support for an identified group of Ultipro Tax Filing Service customers.
•Follow-up on Salesforce Cases for tax inquires through resolution.
•Ensure accurate data maintenance to avoid discrepancies that result in late payments and/or failure to file returns accurately.
•Handle customer escalations and provide Critical Care support as necessary.
•Works with customer to ensure required legal and Tax Filing Service forms are signed and filed with appropriate taxing authority.
•Handle or initiate customer escalations regarding tax issues.
•Works with the appropriate team members to timely address and resolve issues relating to tax inquiries, amendments, tax notices, reconciliation discrepancies, and quarter-end or year-end issues to avoid or minimize late penalties and interest changes.
•Conduct and/or participate in Client Conference Calls to address service issues, research, and resolve tax issues.
•Conduct training for new and existing client on procedures, processes, and systems.
•Create Salesforce Knowledge Articles to support the team.
•Maintain the Ultimate Software support methodology and best practices.
•Provide after-hours support and act as department liaison as needed.
•Builds and maintains strong peer relationships within the team and across the organization.
Senior Payroll Tax Analyst
ARRIS - Suwanee, GA
August 2017 to July 2018
•Reconcile payroll taxes funded to the General Ledger and resolve discrepancies as necessary
•Reconcile payroll tax reporting after each pay run to ensure accurate filings by tax service provider(ADP)
•Monitor quarterly and annual tax filings
•Research prior period payroll tax variances
•Report data to internal accounting team and external audit team
•Reconcile cash activity (including funding) to Payroll and service provider Tax Services Reports
•Reconcile federal, state and local payroll tax payments/returns for multi-jurisdictions
•Update Experience Tax Rates
•Complete and file State and SUI tax registrations
•Research and resolve tax agency notices to ensure payment to avoid fines/penalties
•Reconcile payroll reports to 941's and W-2's and complete Amendments as necessary
•Year-End processing to include reconciling historical payroll data, W-2 and W2-C processing and generating in-house
•Ad Hoc reporting • Assist with payroll processing, payroll funding and garnishments as necessary
Implementation Consultant II
ADP - Atlanta, GA
November 2015 to June 2017
•Consult with clients to deliver a comprehensive ADP solution
•Migrate client from current HCM source to ADP Vantage HCM platform
•Guide and drive the client towards the best solution for their business needs
•Analyze existing systems, interface requirements, business processes
•Partner with clients to understand their business and related needs
•Incorporate new processes, tools and approaches when recommending an ADP solution
•Utilize broad knowledge to recommend solutions to the client when appropriate
•Understand client business issues and concerns and recommend and implement appropriate solution
•Build long term relationship and trust with both new and existing ADP clients
•Interact/collaborate with ADP associates in sales and customer service
•Exchange routine information with members of client project team, including priorities, timeliness resolution of issues as they arise
•Usage of collaborative and consultative approach during project assigned
•Communicate technical concepts to nontechnical audience during presentation
•Self-management of deadlines and client commitments
Finance Analyst-Payroll Tax
Travelport - Atlanta, GA
March 2010 to November 2015
•Research payroll tax variances and update as needed
•Reconcile ax reports after biweekly pay cycle to ensure accurate filings
•Reconcile federal, state and local payroll tax payments/returns for multi-jurisdictions
•Manage year-end projects which include processing W-2's, 940/941 forms, relocations, executive compensation (Expatriate tax calculations), Canadian T4 and Releve-1 forms
•Complete State Unemployment Insurance (SUI) registrations
•Review and update experience tax rate notices
•Prepare authorizations to add new localities/states for tax deposits
•Process quarterly and annual tax filings
•Ensure all Federal/State tax filings are prepared/submitted to remain in compliance to avoid penalties• Create, document and update procedures as applicable to remain compliant with legislative changes regarding tax laws
•Research and respond to tax inquiries along with maintaining all tax records
•Process multi-state US and Canadian payroll using ADP Enterprise V5 and ADP Pay at Work, including filing Canadian annual reports (EHT, Source Deduction Summary, Statement of Wages)
•Assist auditing team with necessary reporting
•General ledger posting and booking journal entries using Oracle
•Prepare payroll funding and reports on biweekly basis for management review
•Process pay garnishments
•Serve as Employee Stock Purchase Plan administrator
•Served as Project Manager for upgrade implementation from ADP PCPW to ADP Pay at Work platform
•Work directly with Human Resources, Finance team management and third-party vendors• Special projects and research as necessary
Education
Accounting/Business Administration
Strayer University - Atlanta, GA 2008 to 2011
Skills
Salesforce, MasterTax, ANTS (Agency Notice Tracking System), Ultipro, Ultimate Software (Back Office), Citrix, Sequel (SQL), BRIT, Web Import Tool, Launch, JIRA, UTE (Ultimate Tax Engine), (SSP)Select Services Portal, Microsoft Office, Microsoft Teams, Google Suite, Docusign, Smart Sheet, Cognos, ADP Vantage, ADP Workforce Now, Enterprise (EV4 & EV5), ADP PCPW, ADP Pay @ Work, Siebel, Autopay, PeopleSoft (8.3/8.9), ADP Report Writer, FileZilla and CashPro. Strong analytical and organizational skills, excellent customer service and detail oriented. Excellent analysis, problem determination and resolution. Strong verbal/written communication skills. Possess ability to work independently, with minimal supervision.
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