Payroll Specialist

Assisting in the processing of monthly and fortnightly payrolls for 1600 employeesProcessing adjustments for overtime, commission, bonus payments, maternity payments through Oracle payroll systemResponsible for processing of monthly deductions, bus pass, pensions, health insuranceResponsible for administration of employees joining and leaving the businessManaging payroll inboxes, dealing with all employee and management queries on a timely basis, liaising with all departments across the businessProviding reports and analysis for Finance teamPreparation of statements of earnings for employeesPreparation of ROS returns and ensuring compliance with Revenue regulations

Team Leader on Green Network Energy account, managing a team of 15 agents including management of the Complaints team. Active management of all complaints escalated to ensure closure within agreed timeframes; daily reporting of complaints productivity to clientDuty Manager: Daily real time management of account by monitoring agent activity and managing active phone lines to ensure the service level is maintainedCompleted daily client reports on service level and account activityParticipated in frequent client communication calls and weekly operations meetingsI monitored team performance through call monitoring, error feedback and weekly quality checks for agents, organising training to fill training gapsTook escalated calls from agents and actioned client requests for escalationsConducted monthly employee development meetings to discuss development needs

Acted as Team Leader and Duty Manager as required on the Green Star Energy and Eflow accounts, acting as people manager to teams of 12 – 15 agentsCompleted forecasting reports and service level reports for Operations ManagerReal time management of the account as required providing cover to the Duty Manager to ensure service level was maintainedI monitored team performance through team activity reports, call monitoring and weekly quality checks for agents, provided training, coaching and supportConducted monthly employee development meetings to discuss development needsManaged personal and account KPIs per agent encompassing availability, adherence, quality, absence, errors and sales conversionLiaised across company departments and with business client to ensure effective running of the account

Managed delinquent customer accounts and negotiated payment plans for customers. I was promoted to Senior Credit Management Advisor in 2014I successfully collected payments from customers through inbound and outbound calls to ensure the team collection targets were achieved each monthI negotiated settlements with customers who had unpaid balances and ensured that payment plans are put in place according to our client’s guidelinesI was involved in training and coaching of new team members, was responsible for quality monitoring and provided support and feedback to less experienced agentsAs Senior Credit Management advisor I completed daily reporting to the client on our collections and team activity and I responded to client queries by email and ensured these were followed up in my team leader’s absenceAssisted with the preparation of operational reports including weekly RAG Reports and error reportsProvided a high quality customer service experience on the Eflow account, dealing with all customers on national inbound helpline. Liaised with other departments to solve customer queries and acted as Team Escalation Point to assist other agents with complex queries

As an administrator of the Facebook, Twitter and Boards.ie accounts for Eflow Customer Service team, I prepared online content for all Social Media platforms and resolved customer issues to the highest quality standardsPromoted the Eflow brand online and the Eflow Rewardcard and created promotional material to improve the brand profile to increase our online followingPrepared daily client reports on social media activity tracking all interactions across social media accounts, reporting back to the client

Provided professional inbound customer service support for the Amazon.co.uk website to United Kingdom and European customersResponded appropriately to customer email and telephone calls within company quality guidelines

Answered incoming telephone queries on Zurich Australian national helpline relating to insurance policies and confirmed policy coverageProvided support to claims officers via written and telephone correspondence to existing claims clients and registered new insurance claims on claims systemMaintenance of customer support inbox, actioned email queries and responded to customer complaints, general office administration