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Customer Service Trouble Shooting

Norwich, VT
September 30, 2023

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Cindy Waterman Email:

*** ******** **** ****: 919-***-****

South Royalton, VT 05068

Professional Experience


Administrative Generalist

December 2022 – May 2023

Customer service, front office check in’s and scheduling, updating demographics and check insurance information for patients, all other general office duties.

Vermont Department of Health, Burlington, VT

COVID-19/Healthcare Call Center Specialist

2/2021 – December 2022

Answer all incoming calls, giving out updated guidelines, test scheduling, test results, vaccine scheduling, close contact and quarantine guidance, resource for schools/childcare, registration issues, healthcare info for the state.

Lebanon Center - Genesis HealthCare, Lebanon, NH

Employee Payroll and Benefits Administrator

1/2019 – 12/2019

Recruitment, Onboarding of new hires, Background checks, Orientation, Benefits, Timekeeping, Payroll Approval, Compliance, Employee changes and terminations, Labor reporting,

Institute of Professional Practice, Inc., Berlin, VT

Payroll Systems Administrator

2/2017- 11/2018

Process weekly/bi-weekly payroll for multiple locations/states (1200 EE’s)

New Hires, Transfers, Terminations, Rate changes, Maintaining benefit accruals

Child Support, Garnishments, Levies, Medical Support

Funding, Journal Entries, General Ledger

Import hours from Time and Labor Management system

Verify data imported to UltiPro from e-time by reviewing change reports.

Update and balance special pay items

Verify and balance all payroll entries prior to completing the transmission to third party.

Month End reconciliation with General Ledger

Compile reports for Management Team

Review and take appropriate actions on payroll tax issues to ensure an accurate and timely resolution.

Respond to employee inquiries and/or issues.

Ultimate Software/UltiPro, Great Plains

Novo Nordisk Pharmaceutical Industries, Inc., Clayton, NC

Payroll Administrator

4/2016 – 12/2016

Process biweekly payroll for multiple locations/states, (1100 EE’s)

Expats, In pats, SLT’s, Exempt, Non-exempt, Salaried, Hourly

E-Time; maintaining time cards, setting up new ee’s & managers, benefit accruals

Fringes, Relocations, Project, House & Car Allowances, Bonuses

Child & Medical Support, Garnishments, Levies and VOE’s

Unemployment Claims, Labor Reporting, Absenteeism Analysis, LOA’s, WC

Run payroll reports to verify accuracy

Research, proven problem solving skills, Excellent customer service skills

Reconciliations, Interfacing, General Ledger, Funding, Orientation

ADP Work Force Now; New Hires, Transfers, Terminations, Rate Changes

Patheon Pharmaceuticals, Durham, NC

Payroll Analyst

2/2015 – 3/2016 (Contract)

Process weekly Payroll for multiple sites/states, total just over 3,000

Process child support, medical support and insurance deductions

Complete unemployment claims. Labor law reporting in a timely manner

Run payroll reports to verify accuracy in a high volume environment

Enter all new hire info

Acquisitions of nine companies

Excellent customer service skills

ADP Workforce Now v2 v8 v9, E-time

NSTAR Global Services, Inc., Clayton, NC (High-End Technical Staffing)

Payroll Administrator

8/2012 – 2/2015

Responsible for processing full cycle payrolls; exempt, non-exempt, hourly, salary

New Hires, Transfers, Terminations, Rate changes, Maintaining benefit accruals

Research, proven problem solving skills

Multi-state jurisdictions, Third Party International payroll processing

Assuring timely and accurate payroll processing, journal entries

Unemployment claims, Labor reporting

Reconciliation of vendor & liability accounts

Journal Entries

ADP Workforce Now, E-time, Microsoft Dynamics SL, Red Carpet

American Red Cross, Raleigh, NC (Non-Profit Disaster Relief & Emergencies)

Payroll/HR Administrator

5/2010 – 6/2012

Responsible for processing full cycle payroll for 20 separate Chapters semi-monthly & bi-weekly (650)

Maintaining Employee Files, Orientation, Benefits Administration

New Hires, Transfers, Terminations, Rate changes, Maintaining Vac, Sick & E Time

Direct Deposits, General Deductions, Garnishments, 401k, Tax Compliance

General Ledger posting, Reconciliation of vendor & liability accounts, Journal Entries, Accruals, Assisted Accounting with month end close

Unemployment Claims, Labor Reporting, W-4s, W-2s

Auditing, Trouble Shooting, Problem Solving

ADP Workforce Now, I-Reporting, E-Time, E-Statements

PrimePay, SPIN Reporting

Patterson’s HR & Payroll Solutions, Raleigh, NC

Payroll Administrator

10/2008 – 3/31/2010

Processing payroll for outside Clients

Exempt, Non-Exempt, Weekly, Monthly for the US and Internationally (Canada, Singapore)

Timesheets, interfacing

New Hires, Terminations

Maintaining employee changes

Direct Deposits, W-4s, W-2s, Garnishments

401k Tax Compliance, General Deductions

Auditing, Problem Solving

Team Environment

Testing and Upgrading

Trouble shooting

Mastertax, Logon2 (software created by Pattersons), PenSoft, CANPAY

Dartmouth Hitchcock Med Center, Lebanon, NH (1999 – 2008) Job B

MMIS Trainer

10/2006 – 9/2008

Training all aspects of Financials in PeopleSoft Software

Trouble shooting any problems during these procedures

Testing and Upgrading

Report writing

Dartmouth Hitchcock Med Center, Lebanon, NH (1999 – 2008) Job A

Payroll Specialist

1999 – 6/2006

Responsible for processing full cycle payroll of 4000+ employees bi-weekly (in-house payroll) Customized PeopleSoft

Processing all payroll related tasks (Timesheets, Garnishments, Child Support, Direct Deposit, W-4’s, EE Deductions, Loans, Job Codes with allocations, Printing and Distributing of checks and pay statements).

Maintaining Employee Files, Orientation, Benefits Administration

New Hires, Transfers, Terminations, Rate changes, Maintaining Accruals

Unemployment Claims, Labor Reporting

PeopleSoft customizations, testing upgrades to system (parallel payrolls)

Audit trails/research, trouble shooting and correct when errors occurred

Trouble shooting

Federal/State tax filing (multiple jurisdictions)

Reconciliation of vendor and liability accounts


Assisted Accounting with month end close and Accounts Payables



Mascoma Valley Regional High, Canaan, NH

High School Diploma

Business Administration



Comprehensive Payroll and Tax Compliance APA

February, 2004

Skills and Summary

PeopleSoft ERP, ADP Workforce Now v2, v8, v9, Pay Force,Ceridian, Enterprise Creating and running queries, Crystal Reporting, Red Prairie, Oracle, PrimePay, PenSoft, Logon2, CANPAY, MasterTax, ANSOS, Kronos, I-Reporting, E-time, E-Statements, QuickBooks, MS Office, Advanced MS Excel, MS Word, MS Windows, and 10-key by touch

Independent and effective problem solver with the ability to manage heavy work flow with little to no supervision

Excellent interpersonal skills and proven ability to provide excellent customer service

Highly motivated, conscientious and deadline-oriented

Adaptability and ability to work under pressure, plus multi-tasking

Currently studying for CPP certification

Member of SHRM & APA

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