• Identify business needs and recommend improvements to payroll services.• Provide ADP Workforce Now product support.• Process monthly and biweekly payrolls.• Develop processes for submitting tax filing services.

• Facilitated training sessions for diverse groups, including customers, partners, and colleagues.• Demonstrated expertise in various classroom settings and instructional technologies, ensuring an optimal learning experience.• Engaged learners through dynamic presentation techniques, enhancing their educational journey.• Managed classroom and virtual training environments with professionalism, addressing challenges as they arose.• Oversaw administrative tasks associated with training sessions.• Engaged in regular training updates to remain proficient with the latest software developments.• Collaborated with colleagues across departments to exchange best practices, foster innovation, and achieve objectives.• Contributed to interdisciplinary projects, offering valuable insights and expertise.

• Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers• Ensure customer satisfaction and strive to meet service standards• Develop and maintain a solid working knowledge of the insurance industry and of all products, services and processes performed by the team

• Audited refund reports• Confirmed accuracy for client refund checks• Assisted with processing client medical claims • Managed procurement of goods and services including computer equipment, office supplies, reference materials and facility requests

• Supported national clients with HCM product, processes, and procedures concentrating on Benefits, Payroll, HR and Compensation Management solutions• Provided application and software technical support• Coached associates to resolve client escalations and technical issues in the areas of system/security administration, product functionality, and payroll processing• Managed the workflow towards successful service delivery for multiple clients• Handled day to day responsibilities as well as annual enrollment for client’s Benefits department • Ensured timely resolution of service requests

• Developed and delivered HCM functional and technical training to national clients and internal associates• Delivered new hire/orientation training, core courses, booster sessions, and new-product rollouts• Delivered onsite and virtual application training for payroll, tax, and time-labor management products for national clients, improving client's ability to process accurate pay statements and W2s• One of two Instructors to deliver Time and Attendance technical courses in Pune, India resulting in 24-hour worldwide support• Collaborated with Instructional Designers to improve eLearning courses and manuals

• Duties included day-to-day support for payroll related processing events and system processing inquiries • Maintained and adhered to quality controls throughout the payroll process as defined by ADP/client contract• Provided consultation and answered non-technical questions for less-experienced team members• Maintained client payroll-procedure manuals and business-process documents• Increased client efficiency by updating and standardizing processes• Conducted "Year-End" meetings with each client, ensuring the accuracy of W2s• Ensured timely review and resolution of issues