Administration

Princess Paquette *****************@*****.*** •

www.linkedin.com/in/princess-paquette •

Chatsworth, CA • 818-***-****

Profile

An astute, meticulous, and results-driven professional, with extensive experience delivering operational efficiency, exceptional customer service, and regulatory compliance for leading financial management, dental laboratory, retail, and law firm organizations. Process and execute remittance payments and ensure timely and accurate completion of daily, weekly, and monthly benefits. Address customer inquiries, troubleshoot technical issues, and attain compliance with federal and state regulations. Utilize systems like Salesforce, Zendesk, Labtrac, and True Function to track cases and document client interactions. Forge robust client relationships, resolve issues, and realize powerful solutions that enhance customer satisfaction and loyalty. Committed to delivering high-quality service, improving processes, and supporting individual and team success within fast-paced environments. Areas of Expertise

• Team Building, Training & Mentoring

• Strategic Planning & Execution

• Data Analysis & Actionable Insights

• Accounts Reconciliation

• Operational Efficiency

• Project Management

• Client Success & Customer Service

• Process Improvements

• Financial Reports & Documents

• Problem-Solving

• Helpdesk Technical Support

• Risk Mitigation

• Stakeholder Relationships

• Pension Plan Administration

• Data Entry & Database Management

• Cross-Functional Collaboration

• Payment Processing

• Auditing & Regulatory Compliance

Technical Proficiencies

Microsoft Office 365 - Word, Excel, PowerPoint Salesforce Oracle SmartAccounting Qlik EP Menu Global Vista Taxport Zendesk LPS Vendorscape Real Resolution Lenstar Tempo LPS Real Resolution Labtrac True Function Key Achievements

• Progressed to Associate role within one year of starting in Assistant position.

• Recognized for outstanding performance and impact by mastering core responsibilities, leading key projects that improved efficiency, and driving strategic initiatives that resulted in measurable performance improvements.

• Enhanced team productivity and contributed to successfully meeting deadlines by taking initiative and learning new tasks and skills.

Career Experience

Remittance Analyst, Entertainment Partners, Burbank, CA Aug 2024 – Present Drive accurate and efficient processing of daily, weekly, and monthly Pension, Health & Welfare (PH&W) benefits for union organizations, including IATSE. Ensure compliance and operational excellence leveraging strong analysis, project management, and clear communication. Collaborate cross-functionally and with external stakeholders to optimize workflows and deliver exceptional customer service. Utilize Oracle to request check runs and streamline Accounts Payable workflows. Prepare and mail check payments and reports with precision and timeliness. Collate contribution files and create detailed Excel worksheets for dissemination to unions or funds. Provide clarity and support on individual pension plans. Address inquiries and resolve concerns by developing robust relationships with unions and PH&W funds. Align processes, continuously improve processes, and augment team cohesion enterprise-wide, in collaboration with Adjustments, Accounting, Payroll, and Finance teams.

• Obtained 100% compliance with union and fund requirements.

• Achieved 100% record-keeping accuracy when updating PH&W inquiry cases in Salesforce and submitting adjustment cases. Assistant Pension Administrator, Entertainment Partners, Burbank, CA Apr 2023 – Aug 2024 Executed accurate and efficient remittance processes, requested check runs, supported employee benefit programs, met deadlines, and realized compliance with union and fund requirements. Delivered exceptional service through collaboration, attention to detail, and effective communication with internal teams and external stakeholders. Compiled contribution files into detailed Excel worksheets for submission to unions or funds. Answered employee questions, acting with transparency and integrity. Fostered strong relationships with unions and Pension Health & Welfare (PH&W) funds by resolving inquiries and concerns efficiently. Ensured data accuracy when uploading PH&W inquiry cases and uploading adjustment cases into Salesforce. Improved operational workflows and promoted attainment of organizational goals by partnering with Adjustments, Accounting, Payroll, and Finance departments.

• Processed daily, weekly, and monthly remittances for all ~2875 employees. 1099 Support Specialist, Entertainment Partners, Burbank, CA Nov 2022 – Mar 2024 Delivered exceptional first-line client support, focusing on 1099 tax reporting setup, compliance, and issue resolution. Maintained high service standards and achieved regulatory compliance with problem-solving, technical knowledge, and client-focused approach. Printed 1099s, filed IRS forms, and provided accurate and timely assistance. Retained accurate records, delivered timely assistance, and met regulatory requirements.

• Improved accuracy by 90% and cut discrepancies by 85%, following identification and remediation of errors in accounting systems.

• Resolved issues and concerns by providing effective and timely solutions to clients by tracking Salesforce 1099 Queue.

• Attained 100% compliance with all federal and state regulations related to 1099 tax reporting and filing. Client Service Representative, Space Maintainers Lab, Chatsworth, CA Oct 2021 – Jan 2022 Employed strong communication and problem-solving to build relationships, track cases, and proactively deliver solutions. Recorded client interactions, transactions, and case progress within Labtrac and True Function software systems. Acted as bridge between clients and lab technicians, providing updates on dental cases and swiftly addressing issues and delays. Retained oversight of logistics and promoted client satisfaction by scheduling and optimizing courier pickups.

• Achieved CSAT score of 90%.

• Coordinated delivery of up to 50 orders each day. Client Care Representative, Planet Art, Calabasas, CA Oct 2019 – Jan 2021 Tracked customer engagement across social media platforms and replied to inquiries. Addressed high-volume of customer interactions across multiple channels, including phone calls, live chat, and email. Documented updates, complaints, and tasks in internal systems to ensure smooth communications and service delivery. Provided exceptional technical support by maintaining in-depth and current product knowledge.

• Ensured timely and accurate responses on social media platforms with following of 147,000.

• Enhanced customer satisfaction by 25% with improved customer service. Merchant Enhancement Representative, iPayment, Westlake Village, CA Sep 2017 – Jun 2018 Provided technical support for credit card machines, encompassing device updates, billing inquiries, troubleshooting, and basic machine knowledge. Oversaw job tickets, promoted internal communications, and facilitated client compliance with credit card association guidelines, utilizing Zendesk.

• Delivered comprehensive support to over 140,000 clients.

• Secured alignment with industry standards and regulatory compliance for clients.

• Cut support tickets by 20% and boosted overall client satisfaction by 40% with tracking, identification, reporting, and efficient resolution of issues.

Operations Support Specialist, Aldridge Pite, LLP, Atlanta, GA Jun 2014 – Jul 2016 Oversaw comprehensive database of foreclosure cases, monitored progression, key dates, and relevant documents. Liaised with senior leadership and communicated on daily basis with attorneys, borrowers, clients, and opposing counsel, streamlining foreclosure proceedings. Offered helpdesk support including password resets for internal systems. Filed and uploaded court documents.

• Ensured appropriate and accurate paperwork, comprising critical court documents, orders, motions, and notifications, delivered to foreclosure deadlines.

Education

Bachelor’s Degree in Business Administration, Clark Atlanta University, Atlanta, GA, In Progress Transfer Program in Business, LA Pierce College, Atlanta, GA

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