Deborah Greer Email & Phone Number

441 4Th St Nw Washington, Dc

Customer Service Payroll ManagerOffice of Pay and Retirement Services Office of the Chief Financial OfficerWashington, DCDecember 2023 to Present• Continue to implement solutions for all Payroll and Non-Payroll Customer Service inquiries for Office of Pay and Retirement Services (OPRS), Office of the Chief Financial Officer (OCFO), Executive Office of the Mayor (EOM) and citywide resulting in a steady 95% closure rate.• Working with the Office of Chief Information Officer (OCIO) to implement the Zendesk application system within the Office of the Chief Financial Officer, the Office of Financial Operations and the Office of Pay and Retirement Services. • Utilization of the Zendesk branding and tracking system will make for a better experience with a consistent pattern of better communication between staff and the customer, which allows our business to be in sync.

Washington, Dc

Customer Service LiaisonOffice of the Chief Financial OfficerOffice of Financial Operations and SystemsWashington, DCFebruary 2017 to December 2023• Conducted and convened meetings/roundtable discussions with cluster and OCFO central office representatives in December 2020 thru February 2021 to obtain feedback on OFOS's customer service delivery. From those sessions’ weekly summary of the meeting outcomes were provided to the Director for Financial Operations in addition to bi-weekly recommended strategy for improving in the areas identified during the meeting with a strategy or plan to the Director, for Financial Operations.• Developed and implemented a process to track the quality of OFOS's customer service, review customer service tracking results and prepare a monthly OFOS customer service assessment report which presents areas of strength and weakness, with recommendations for improvement in the "weak" areas.• Conducted several sessions to reinforce expectations regarding OFOS customer service delivery and stress the importance of consistently providing "top-quality" internal and external customer service. Plan for what is necessary and decide for outside parties to facilitate customer service training onsite. • Determine specific areas in which OFOS may need targeted feedback on customer service delivery. Developed a customer service survey to be distributed across the OCFO electronically for responses, issues, analytical results and strategies to be identified.• Continue in the role as primary point of contact for the city-wide Restored Leave process. • Submission of OFOS Weekly Status Report and an OFOS Monthly Report.

Washington D.C. Metro Area

A cross-functional committee to work together to develop and Implement strategies to address and resolve issues/concerns expressed by staff, either via the suggestion boxes, during one-on-ones with managers, during town hall meetings, through informal discussions with managers/supervisors, or other avenues.

Washington D.C. Metro Area

Customer Service Payroll Manager Office of the Chief Financial OfficerWashington, DCFebruary 2009 to Present• Implement solutions for all Payroll Customer Service inquiries for Office of Pay and Retirement Services (OPRS), Office of the Chief Financial Officer (OCFO) and citywide resulting in 90 to 95% closure rate.• Launched a review process for Unpaid Compensation in death cases citywide resulting in 90% increase in file closings 8 years or older.• Coordinate the compilation and resolution of the Independent Auditors’ Report on Internal Control over Financial Reporting and Compliance, (Yellow Book and Management Letter Comments)..Additional Expertise as Follows::• Business Process Reengineering• Human Resources• Policy Review and Implementation

Office Of The Chief Financial Officer / Reeves Center

Office of the Chief Financial OfficerWashington, DCJune 2008 to October 2008•Collaborate with auditors directly to verify all labor audit documentation was verified and attest guidelines and processes are met. •Establish and led PeopleSoft training requirements with Agency Directors to ensure all employees throughout the Government Services Cluster (GSC) were qualified to perform the functions within the Payroll system.•Generate and responsible for customized detailed reports which certify in-depth accuracy of the payroll data. Additional Expertise as Follows::•Relationship Management; Internal/External•Problem Solving•Organizational Management

Office Of The Chief Financial Officer / Reeves Center

Payroll Specialist Office of the Chief Financial OfficerWashington, DC October 2006 to June 2008 • Coordinated and implemented the new Administrative Service Management Program (ASMP) for office payroll system to replace the paper system. • Tasked and created training sessions prior to implementation to ensure the system was fully operational for the Government Service Cluster.• Researched and integrated data into the New Time Distribution Information System (NTDIS), for proper utilization in distributing labor.Additional Expertise as Follows:• Resourceful• Policy Review and Implementation• Business Process Reengineering

Office Of The Chief Financial Officer / Reeves Center

Information Management Specialist Office of the Chief Financial OfficerWashington, DCMay 1995 to October 2006 • Implemented the tracking and reconciling of payroll transaction activities for 3,000 District of Columbia employees to meet timely payroll processing.• Rolled out productive training sessions for new and existing Government Services Cluster employees in preparation for the implementation of PeopleSoft Payroll system. • Developed effective policy procedures in preparation of the PeopleSoft Payroll System.Additional Expertise as Follows:• Constructive, Creative and Self-Motivated• Policy Review and Implementation• Perceptive and Personable