Duluth, Georgia, United States
Experienced Payroll Consultant with a demonstrated history of working in the HCM industry. Skilled in ADP Smart Compliance, ADP Workforce Now, ADP General Ledger Interface, Garnishments, and Data Entry. Strong human resources professional with a Bachelor of Arts (B.A.) focused in Communications/ Marketing from Auburn University at Montgomery.
•Analyzed support data (JIRA) to identify top issues and advocate for necessary training or tooling improvements, contributing to a more efficient support ecosystem. •Collaborated effectively with cross-functional teams such as Insurance to resolve complex payroll issues and escalations. •Proactively identified and addressed recurring payroll problems, designing and implementing scalable solutions. •Provided expert product knowledge to resolve customer escalations, incidents, and complex cases, ensuring timely and effective solutions during peak periods and break coverage. Consistently maintained a high level of approachability and collaboration with cross-functional peers. •Actively engaged with R&D teams, providing valuable feedback based on customer interactions and product usage trends. Contributed to product development by identifying areas for improvement and advocating for user needs.
• Provided expertise on ADP's Workforce Now and ADP's General Ledger Interface in relation to Trusted’s financial needs • Reconcile discrepancies by comparing company’s general ledger to statistical summary • Built pivot tables to drill down into each account number to locate the discrepancies • Utilized v-lookups in excel to add missing data such as locations and state employee groups
• Analyzing and forming a best practice for each specific client based on their needs with their payroll • Proactively consulting with clients on states’ specific tax requirements and laws • Collaborating with Namely’s payroll and tax operations , product team and engineering to resolve client concerns • Serving as the main contact for payroll and tax questions for my assigned book of business • Managing clients payroll needs by making client-directed system changes, processing off-cycle payrolls , importing time and attendance hours, adjusting payroll modifications/corrections, and auditing payroll reports
• Manage 40 different client’s payroll accounts • Share best practices with fellow Account Managers on how to organize their client base • Handle at risk clients that require greater customer service attention • Subject matter expert on General Ledger Interface • Provide training and support to clients on how to use Workforce Now
• Took on complex calls regarding payroll support, general ledger and wage garnishment • Resolved escalations from upper management • Created a best practices training module for Wage Garnishment Payment Services (WGPS) and trained a class of agents on how to use the application • Escalation point for resolution queues that other representatives could not complete
-Providing excellent customer service to passengers that need to reach their location