LiveCareer-Resume

payroll manager resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Profile
Certified Human Resources Professional with extensive experience delivering innovative solutions at the local and regional level. Expertise in employee relations, training, payroll and state and federal laws.
Areas of Expertise
  • Strategic Planning
  • Performance Management
  • Change Leadership
  • Expert knowledge of payroll operations
  • Human Resources Management
  • Leadership Mentoring 
  • Talent Development
  • Conflict Resolution techniques
  • Team Building
  • Consensus Building
  • Employee Relations and Engagement
  • Collaborative
  • Training and Development
  • Training and development Hiring and retention
  • Data Analysis
  • P&L Forecasting / Revenue Management
  • Advanced Technological Skills
  • Staff coaching and development
  • Forecasting
  • Performance tracking and evaluation
  • Operations Management
  • New Hire Orientation
  • Hiring and Retention
  • Analytical skills
  • Relationship building
  • Exceptionally organized
  • Exceptionally organized
  • Attention to detail
  • Attention to detail
  • Process improvement strategies
  • Relationship building
  • Troubleshooting and problem solving
  • Productivity improvement specialist
  • Flexible
  • Flexible
  • Client relationships
Career Accomplishments
Played an instrumental role in increasing customer satisfaction ratings index from [number]% to [number]% within [number] years as Customer Service Manager.
Reduced staff turnover by [number]% in one year by implementing several well-received team and morale-building programs.
Improved customer retention in [year] by [number]% from the previous five years.
Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.
Boosted customer satisfaction ratings by [Number]% in under [Number] months.
Simplified payroll processing procedure to increase department productivity by [Number]%.
Simplified payroll processing procedure to increase department productivity by [Number]%. Simplified payroll processing procedure to increase department productivity by [Number]%.
Created a rewards and incentive program that was cited as the driving force behind branch employee retention rate of [Number]%.
Relevant Professional Experience
02/2006 to Current
Payroll Manager Snapchat Detroit, MI,
  • Manages 4 Payroll Supervisors in the daily support of the business operation.
  • Develops and tracks performance metrics to ensure operational efficiencies.
  • Proactively identifies process improvements to gain operational efficiencies.
  • Develops improved Standard Operating Procedures for Payroll Operations.
  • Communicates and implements management decisions through the supervisors that affect operations workflow and processes.
  • Oversees All Work In Progress for all teams under individual responsibility to ensure workload has been balanced appropriately and client service is optimal.

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  • Holds monthly team meetings with Supervisors and reports results to Director to ensure the flow of communication.
  • Meets with Director weekly or as needed to ensure upper management is briefed on operational concerns and to receive direction and information relating to the management of the company.
  • Participates in monthly Staff meetings with all Managers and Director of Operation to report out metrics and to report general status on the department.
  • Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately.
  • Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
  • Maintains accurate records of all business activities and client communications-related to service and efficiency.
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  • Implemented an innovative employee incentive program, which resulted in a [Number]% increase in staff productivity.
  • Implemented an innovative employee incentive program, which resulted in a [Number]% increase in staff productivity.
  • Directed [Initiative] to maximize [Positive outcome].
  • Answered employee questions regarding [Topic] and [Topic] and resolved any issues.
  • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
  • Identified staff vacancies and recruited, interviewed and selected applicants.
  • Successfully managed the activities of [number] team members in multiple locations.
  • Reduced amount of employee overtime by [number]% by effectively delegating tasks.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored an average of [number] new customer service representatives per year.
  • Monitored the daily activities of [number] customer support teams.
  • Developed, implemented and monitored programs to maximize customer satisfaction. Developed, implemented and monitored programs to maximize customer satisfaction.
  • Owned team productivity metrics.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management. Provided detailed monthly departmental reports and updates to senior management.
  • Addressed negative customer feedback immediately.
  • Provided a high level of product and leadership support to representatives and clients.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel. Generated and distributed daily reports and order acknowledgments to appropriate personnel
  • Lead on and off-site customer support teams across multiple time zones.
  • Developed and shared best practices across the company, including [Example].
  • Oversaw the development and launch of [Product name]. Oversaw the development and launch of [Product name].
  • Increased productivity by [Number]% while simultaneously reducing head count by [Number]%.
  • Recruited, hired and trained [Number] new employees for [Department] and [Department].
  • Revamped the [Program name] program, resulting in a [Number]% improvement in [Metric]. Revamped the [Program name] program, resulting in a [Number]% improvement in [Metric]
  • Optimized the overall customer experience through [Action].
  • Mentored, coached and trained [Number] team members.
  • Identified inefficiencies and made recommendations for process improvements
  • Established departmental goals to [Department goal].
  • Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies. Onboarded new employees in the time reporting and payroll systems. Responded to employee inquiries regarding payroll and timekeeping. Responded to employee inquiries regarding payroll and timekeeping. Maintained annual and monthly budgets. Worked with large, consolidated multi-state corporations to [Purpose of cooperation]. Worked with large, consolidated multi-state corporations to [Purpose of cooperation].
  • Provided technical expertise to employees and auditors on federal, state and international income tax matters. Created and maintained operational metrics for key processes.
  • Created and maintained operational metrics for key processes.
04/1999 to 02/2006
Client Service Supervisor Arthur J Gallagher & Co. Lubbock, TX,
  • Continued Resolves escalated customer service issues or complaints and assists as necessary in eliminating challenges to provide ongoing customer satisfaction.
  • Reinforces corporate culture by setting appropriate examples of conduct and work ethics to team members.
  • Responsible for the supervision of 6-10 payroll specialist.
  • Ensured accurate calculation and processing of wages, overtime, deductions and garnishments are completed in a timely manner and are in compliance with federal and state regulations and wage and hour laws.
  • Developed and maintained standard payroll operating procedures and ensure compliance with company and regulatory requirements.
  • Critically reviewed and analyzed current payroll, garnishments, and tax procedures in order to recommend and implement changes leading to best-practice operations.
  • Managed multi-state and federal payroll tax functions and forms.
  • Provided technical payroll guidance to Payroll specialist.
  • Oversaw the maintenance of pay rate data in the payroll system due to regulatory changes.
  • Continually monitored the adequacy and effectiveness of workflow procedures and internal controls and enhance as required.
  • Lead problem resolution processes by analyzing the root cause of identified issues and improvements to payroll processes.
  • Prepared for payroll audits.
  • Effectively coached, developed and counseled the payroll staff.
  • Facilitates strong customer service relationships.
  • Participated and assisted in the development of applicable training programs.
  • Set appropriate example for staff by maintaining a positive attitude regarding customers, leadership, and the work at hand.
  • Stayed abreast of multi-state regulatory requirements and company policies.
  • Performs responsibilities to help ensure department benchmarks and goals are met or exceeded.
Academic Background
Expected in 2005 to to
: Transformational Leadership
Palm Beach Atlantic University - Palm Beach, FL
GPA:
Transformational Leadership
Expected in 1994 to to
Bachelor of Arts: History and Organizational Leadership
University of the West Indies - Kingston,
GPA:
History and Organizational Leadership
Technical Skills
  • Salesforce.com
    • Sales Software: Salesforce.com, TapScan
    • Public Relations Software: Bacon's Mediasource, Factiva
    • Desktop Publishing Software: Photoshop, Illustrator, HTML

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Resume Overview

School Attended

  • Palm Beach Atlantic University
  • University of the West Indies

Job Titles Held:

  • Payroll Manager
  • Client Service Supervisor

Degrees

  • Bachelor of Arts

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