Data Entry Call Center
Resume:
I'm an adaptable professional who has been consistently praised as adaptable by co-workers and management.
Over the course of 20+year career, I've developed a skill set directly relevant to the Administrator/Associate role, including back-office operations, productivity and performance management, and operations management.
Overall, I've consistently demonstrated organizational, analytical, and multitasking abilities in every aspect of roles, and please preview detailed achievements in the attached resume.
Work History
2022-08 - 2023-02
Payroll Specialist
ADP, Norfolk, Virginia
Utilize multiple tools and resources to develop accurate, comprehensive, and friendly responses to clients' inquiries regarding payroll practices and tax considerations.
Comfortable working in metrics-driven call center environment structured day.
Over phone and in writing, my communication style is clear and easy for our clients to understand and act on.
Respond to client questions regarding our payroll and benefits products and provide application and product navigation support.
Support activities can include data maintenance, set up, configuration changes for multiple options (e.g., Vacation/Paid Time Off, Special Calculations, Time and Attendance schedule, 401k, and more) and new feature set up requests (e.g., Group Term Life, Health Savings Account, direct deposit calculations, Benefit Accruals, etc.)
Assist clients with payroll processing and solve any issues that may arise.
Assist clients with tax changes for understanding, conduct research, and follow-up as needed.
Ensure timely and accurate payroll and tax processing, you will provide timely communication to correct parties for any updates, changes, or client issues.
Tax Registration Services via report once client is live and verify all jurisdictions are active.
Online tools in my daily role to do the job.
Trusted advisor to your clients and provide consultative support and recommendation on product optimization during status calls and other interactions.
Quarter and Year-End Support
Resolve issues in partnership with our clients that surface in error prevention notices.
Correct and generate details on changes needed for processing additional payroll.
Reporting and Analysis
Work on complex projects, including calculation updates, special reports, tax amendments, company set up, troubleshooting, and more.
Research historical data, determine adjustments, and use online tools to make corrections.
Collaborate and communicate with clients.
Collaborate with internal teams (401k, Flexible Spending Accounts, Tax, etc.) and possibly third-party vendors to identify and resolve issues and ensure that these services meet client expectations.
Escalate issues when necessary and communicate status and resolution to the client.
Share upcoming changes with your clients that could impact them and address their concerns.
Reviewed time records for [Number] employees to verify accuracy of information.
Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
Verified and submitted timekeeping information for accurate and efficient payroll processing.
Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
Created new hire and termination documents for payroll.
Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
Developed and implemented new payroll policies and procedures according to changing laws and regulations.
Verified and submitted timekeeping information for accurate and efficient payroll processing.
Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
Assisted management in developing and tracking payroll budgets.
Created new hire and termination documents for payroll
Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
Resolved payroll discrepancies quickly and successfully
Maintained strict confidentiality of all payroll information and records.
Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
Processed manual checks for employees in accordance with company policies.
Performed data entry tasks and maintained accurate records of employee payroll information
Completed payroll accurately and timely to meet employee expectations.
Calculated wages, deductions and bonuses in accordance with company policies.
Tracked employee vacation, sick and personal time.
Generated reports to track employee time and attendance.
Developed and implemented payroll procedures to streamline workflow.
Processed timecards and payroll data for team of employees.
Updated employee files with new details such as changes in address or salary levels.
2022-03 - 2022-05
Client Benefit Specialist
Samaritan Daytop Village, Queens, NY
Assures accurate and timely completion of all residential clients' benefit applications for NYC HRA public assistance and Department of Social Services for all counties
Interviews Social Security recipients for payee representative change while in program
Processes submission of documentation for SSD/SSI determinations
Maintain NYC HRA STARS tracking for Agency clients that are collecting public assistance under Samaritan Daytop Village
Enrolls clients into Medicaid Managed Care to ensure Medicaid Billing for 820 services provided by the agency
Handles ongoing facility-related interaction with Directors/Case Managers regarding client benefits and financial status
Maintains client benefit caseload for the facility and provides up-to-date information in Avatar
Provides weekly and monthly benefits status reports to the Director of Client Benefits
Posts monthly Congregate Care Revenue in Avatar to properly record payments
Update all benefit statues in Avatar for all cases that have been approved and denied
Works at residential OASAS sites when needed to process benefit application for newly admitted clients.
Developed and maintained courteous and effective working relationships
Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Excellent communication skills, both verbal and written
Observed strict procedures to maintain data and plan participant confidentiality.
Organized and detail-oriented with a strong work ethic
Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Skilled at working independently and collaboratively in a team environment
Proven ability to learn quickly and adapt to new situations
Collaborated with HRA to develop and maintain up-to-date benefits manual.
Identified issues, analyzed information and provided solutions to problems
Negotiated and managed contracts with health insurance providers to secure cost-effective coverage.
Worked flexible hours across night, weekend and holiday shifts
2021-09 - 2022-03
Parent Coordinator/Bookkeeper
Our Children, The Leaders of Tomorrow, Brooklyn, NY
Supports the Director with all daily operations and administrative duties and functions.
Schedule tours for prospective parents-Initial contact for answering questions.
Organize, maintain, and audit student files
Processes Accounts payable and receivable for childcare fees and deposits.
Processes Childcare Medicals into CIR and applications for enrollment.
Completed comprehensive assessments of families to identify needs and develop treatment plans.
Develops and maintains ongoing relationships with community and faith-based organizations to share information about the school and identify community resources for students and families
Enroll children and childcare attendance and fees into the WES and Child Plus Net systems
Implemented research-based interventions and strategies to support positive behavior and social-emotional development.
Attends and supervises after-school, and evening school sponsored events and activities as assigned
Organize regular open houses and other events.
Developed and implemented strategies to reduce and prevent family conflict.
Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
Developed and implemented programs to support children's mental health and well-being.
Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
Introduced students to concepts in algebra and reading to encourage recall of educational content.
Documented data and completed accurate updates to case records.
Arranged medical and psychiatric tests to identify difficulties and indicate potential remedial approaches.
Completed comprehensive assessments of families to identify needs and develop treatment plans.
Worked with educational team to develop Individual Education Plans (IEPs) for students.
Facilitated family meetings to ensure communication and collaboration between family members.
Planned, promoted and managed parent workshops on assisting children in attaining academic success.
Used interactive visuals and static worksheets to teach each student algebra and writing techniques.
Lead individualized and group counseling sessions with children and families.
Maintained detailed case histories, metrics and reports to meet strict standards.
Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
2020-12 - 2021-09
NYS Contact Tracer (COVID-19)
Insight Global, Health & Hospitals, Brooklyn, NY
Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
Provided educational and informational resources regarding isolation policies and quarantine measures.
Performed record keeping by logging client information within secure contact-tracing software.
Notified and interviewed individuals to ascertain novel coronavirus exposure level.
Lent daily assessment of health screen and symptom data.
Transported or accompanied clients to scheduled health appointments or referral sites.
Provided crisis intervention and supportive counseling services to assist clients facing issues and problems.
Collaborated with local organizations to expand health services and resources.
Targeted specific community groups with wellness and disease management information.
Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
Engaged clients in health-related activities to enhance overall well-being.
Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Wrote and distributed informational materials on chronic diseases, infant mortality, substance abuse, and other community health concerns.
Developed and implemented training classes to educate team members and community residents.
Participated in health promotion campaigns to raise awareness of health issues.
Skilled at working independently and collaboratively in a team environment.
Gained extensive knowledge in data entry, analysis and reporting.
Demonstrated respect, friendliness and willingness to help wherever needed.
Learned and adapted quickly to new technology and software applications.
2017-05 - 2020-08
Parent Coordinator/Bookkeeper
Our Children, The Leaders of Tomorrow, Brooklyn, NY
Supports the Director with all daily operations and administrative duties and functions
Schedule tours for prospective parents-Initial contact for answering questions
Organize, maintain, and audit student files
Processes Accounts payable and receivable for childcare fees and deposits
Processes Childcare Medicals into CIR and applications for enrollment
Develops and maintains ongoing relationships with community and faith-based organizations to share information about the school and identify community resources for students and families
Enroll children and childcare attendance and fees into the WES and Child Plus Net systems
Organize regular open houses and other events.
Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
Lead individualized and group counseling sessions with children and families.
Developed and implemented programs to support children's mental health and well-being.
Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
Planned, promoted and managed parent workshops on assisting children in attaining academic success.
Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
2013-01 - 2017-05
Trust Associate
BNY Mellon, New York, NY
Assisted clients by phone, and email with transaction requests and account inquiries and worked as a liaison with other departments to meet the client's needs.
Initiate courier service for pick-up and deliveries of customer deposits and documents as needed.
Worked with Client Service Manager to assist in the processing of specialized transactions.
(Example: loan fees and special business banking capital calls.) Assisted in the audit of the previous department, new accounts and maintenance changes to ensure compliance with internal operating procedures.
Worked with Client Service Managers to confirm and update client information, help expedite any research requests and/or refer them to the appropriate department to meet requests in a timely manner.
Prepared rate re-sets and set rates for Medium Term Notes and confirmed with the Depository Trust Company.
Performed duties & responsibilities specific to department functions & activities.
Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
Operated computers programmed with accounting software to record, store and analyze information.
Self-motivated, with a strong sense of personal responsibility.
2005-01 - 2013-01
Senior Team Administrator/Leader
The Bank Of New York, New York, MD
Analyzed and determined customer identifying documentation for new low and medium risk customers based upon counterparty type and risk level.
Developed strong functional interactions across KYC Analysis teams, compliance, front office, client facilitation and other functional stakeholders.
Maintained accurate and up to date tracking of assigned cases and provide updates as needed in a timely and concise manner.
Collected, consolidated, and uploaded client files into local documentation storage repositories (shared file locations).
Developed and maintained a strong working knowledge of the systems required for the user to perform their day-to-day tasks (TETHYS, CAPS, Concordance, etc.).
Performed accurate analysis of multiple types of entities including but not limited to financial institutions, corporate entities, SPVs, and Hedge Funds.
Worked closely with the client service department to address client needs, issues and or discrepancies concerning transactions.
Worked closely with the referential data department to ensure that all changes received and updated for a fund in the offering memorandum in a timely manner.
Participated with senior teammates on client calls for increased knowledge and competency for new business and launching of new funds.
Mentored employees on customer service techniques and explained direct link between revenue growth and customer loyalty.
Confirmed confidential budget reports remained up-to-date for manager.
Evaluated employee performance and coached and trained to improve weak areas.
Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Set clear team goals and delegated tasks and set deadlines.
Discovered training needs and provided coaching.
Conducted team member meetings and updated members on best practices and continuing expectations.
Education
1986-08 - 1987-05
Criminal Justice
Saint Augustine College, Raleigh North Carolina - Raleigh, NC
Contact
Address
Norfolk, VA 23510
Phone
************@*****.***
Skills
Microsoft 365 List (familiar), CICS, Bloomberg, Phase 3, ADP (WFN, CEH, SALESFORCE, SAP, CICS, XPO) Search Space, Mantas, Actimize and Norkem, WORLDCHECK CPN, WES, CIR
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Theresa Gass
Contact this candidate