LLQP

• Responsible for cash control and customer service management;• Accountable for New Hire training on corporate policies and procedures, cash management and customer service practices;• Responsible for opening and closing the front end operations (cash control);• Responsible for providing customer care as a cashier and customer service representative. • Responsible for engaging departmental managers as well as vendors to resolve customer service and operational issues;• Responsible for preparing daily cashier close out activities including cash count and cash balance, preparing daily sales reports for management, preparing Brinks cash deposit and address cashiering overages/shortages and securing sign off. • Training of all customer service new hires and current reps • Data collection for rep training through customer surveys and questionnaires, observation and interviews• As well as providing training need analysis for the specific situation • Bi-weekly payroll administrator for over 100 hourly employees

2 month contract on convertion project from PeopleSoft to SAP. Respond to employee inquires in a small call center settingResolved employee inquiries related to payroll issues for Hydro One using SAP and PeopleSoft softwareResponded to employee inquiries related to, status of processing, legislation, billing/funding questions, report additions/deletions, payroll run maintenance, and payroll output.Performed customer service training for the group of 20 payroll clerks prior to taking calls during contract.

Developed and implemented training programs for new hires including customer service and systems training to meet the needs of business initiatives.Created and Delivered client specific health benefit plan training programs and manuals [ex. Insurance, pension].Conducted Performance Management for all call centre associates and participated in the creation of development plans with Call Centre Management. Provided leadership and direction to a team of 4 administrative associates inclusive of human resource and administrative management duties.

Facilitated training programs for groups of 20-25 new hires, covering customer service processes, policies and standard practices and systems training for customized applications for a call center environment.Participated in course development with the Instructional Design team to ensure courses were current and compliant with legal and technical requirements. Contributed to performance management plans with associate team leaders and managers, and where necessary provided one on one training and instruction.Accountable for the on going scheduling of all training programs and remedial courses.Responsible for providing training recommendations for all new client programs.

Responsible for implementing the "Progressive Payroll" system into various client sites and cross-training staff on the functionality and applicability of the tool to their business.Served as mentor to staff for the purpose of processing payroll for new clients.Provided consultation services with client to ensure seamless transition to the internal customer service department.Accountable for processing payroll information submitted by small business customers.Responded to client inquiries related to, status of processing, legislation, billing/funding questions, report additions/deletions, payroll run maintenance, and payroll output.Implemented all necessary changes to client company set up.Researched all client queries to provide resolution using mainframe, logging tickets in Support Express and coaching clients with payroll processing through the use of Progressive Payroll.

Responsible for processing payroll information submitted by small business customers through Autopay platform.Resolved Client Escalation inquiries related to payroll issues for 1000's of clients and a team of 15 client service representatives in ADP's call centre.Responded to client inquiries related to, status of processing, legislation, billing/funding questions, report additions/deletions, payroll run maintenance, and payroll output.Answered and closed tickets for an average of 50 client calls/payroll inquiries per day and dealt with an average of 10-15 team member inquiries daily.Researched all client queries to provide resolution using Rumba [mainframe], logging cases in Access and coaching clients with payroll processing through the use of Payday 3.Completed all necessary changes to client company set up and created a documented follow up plan for clients.