Manager Customer Service

Philippa Smith

*** ******** ***.

Brampton, Ontario L7A 2H5 Cell:416-***-****

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

Objective

To further contribute to the organization’s success by executing personal experiences, gained knowledge and skills as well as becoming a key team player.

Summary of Qualifications/Computer Skills

Over 10 years of Administration and payroll experience within unionized and non-union environment, supporting two large distribution centres and Bus Fleet Maintenance garage.

Hands on experience during SAP implementation.

Working experience as an office coordinator, office manager, Training supervisor and Time Keeping Administrator with hands on knowledge of Microsoft Office, Excel, Transit Operation Systems (TOS), Kronos Time and Attendance system and basic knowledge of Oracle and SAP.

Personal

I work extremely well under pressure, meeting tight deadlines and handling stressful situations with accuracy, urgency and professionalism.

I have excellent organizational, multitasking and time management skills.

I possess excellent customer service skills that allow me to deal with internal and external inquiries.

Recipient of Service Excellence Awards, excellent training skills to junior staff.

Professional Experience

Metrolinx – GO Transit July 25 2011 - July 25 2012

Office Coordinator (1 year Contract Assignment)

Streetsville, Mississauga, Ontario

• Responsible for the Bus Fleet Maintenance bi-weekly payroll process (aprox 150 employees)

• Responsible for time keeping process of the Daily TOS Exception reports for garages in Mississauga, Brampton, Halton Hills, Steeprock, Aberfolye, Newmarket, Ajax and Lincolinville.

• Responsible for setting up new hires in the appropriate Bus Fleet Maintenance locations

• Work with Manager of Bus Fleet Maintenance West Region to ensure accuracy of shift changes, transfers, terminations and other time and attendance matters.

• Responsible for employee qualification for the Service Incentive Program

• Responsible for Fuel Receipt Reconciliation – reconciling receipts for GO support vehicles against an Esso Purchase Report

• Responsible for Credit Card Reconciliation – monthly Corporate Credit Cards statements are settled and submitted to Accounts Payable

• Responsible for Statement of Travel Expenses – Verifying usage of Mileage between garages for GO Bus Fleet Maintenance employees

• Responsible for maintaining spread sheets for Grievance reports, Collision reports and Statement of Expenditures

• Responsible to liaises with Payroll on all matters related to payroll, benefits and deductions

Matrix Logistics Services ltd February 2009-August 2010

Kronos Payroll Administrator

Mississauga, Ontario

• Process, make adjustments and balance weekly hours using Kronos

• Responsible for maintaining withdraws of banked hours, vacation requests, personal days

• Responsible for processing OT/Double time payments as well as premium checks

• Responsible for running interface reports using the Time and Attendance system

• Responsible for setting up new hires, testing employee badges and swipe cards

• Working with the HR department to ensure accuracy for changes ie. new hire set up, shift changes, hours rates changes, transfers and terminations

• Responsible for all data entry payroll inquiries

• Responsible for training and support to all new Kronos users

• Developed internal Kronos training manual as well as internal SOP for time and labour management

• Responsible for telephone inquiries and resolution of customer concerns

Metro Ontario Inc. January 2001-February 2009

Senior Payroll Clerk/Kronos Administrator

Etobicoke, Ontario

• In charge of daily allocation of employees’ hours

• Responsible for weekly schedule updates in Kronos, based on temporary job assignments

• In charge of closing weekly payroll, balancing accounts, transfers, shift premiums, OT supper money

• In charge of all payroll inquiries

• Preparation and distribution of weekly summary reports

• Running Database Poster for hours transferred from Kronos to Access Database

• Processing of sick pay benefits

• Responsible for scheduling FT/PT holiday credit

• Responsible for processing and current/advance vacation pay

• Responsible for processing Vacation in Lieu of benefits for all LTD and COMP employees

• Working with Directors to ensure that payroll information is communicated prior to weekly closing to eliminate future payroll inquiries

• Working with Operations department to ensure weekly schedules are received within CBA timelines to ensure all temporary and permanent changes are reflected for upcoming weeks

• Participated in HR/Payroll transition projects

• Part of the transition development team during the re-organization of Operations and HR/Payroll

• Assisted with problem solving during implementation of SAP

Canada 3000 Tickets April 1999-January 2001

Office Manager

Toronto, Ontario

• Responsible for the preparation of bi-weekly Passenger Services/customer Relations payroll

• Responsible for booking airline reservations in a call centre environment

• Responsible for processing client data, printing tickets

• Responsible for marketing and advertising for location under my responsibility.

Education

Humber College of Applied Arts and Technology - Communications

Toronto School of Business-Travel and Tourism

References

Available upon request

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