• Responsible for a team of 15 agents whose primary responsibility is to process customer requests regarding billing. • Ensure payroll for each team member is correct before processed by ADP.• Provide coaching concerning individual productivity, quality assurance, attendance, reliability, etc. • Provide backup for other team managers to cover vacations, absences.• Ensure enough team members are assigned to correct work flows to maintain service level, with main responsibility involving customer disputes and unresolved credit balances.• Remain current on company and department policies, procedures, and goals. Ensure team is aware and has the tools and guidance to adhere to policies and procedures.• Provide training as needed for team members.• Projects as assigned

Currently I maintain the MS Access databases, upload information for the AMSC department team members, generate reports as requested, act as backup reconciliation specialist, and other duties as assigned.

Responsible for load balancing calls, reporting, overtime requests, exceptions requests, email requests and answer agent questions/concerns, determining overtime needs and entering overtime openings into TCS (eWorkforce Management). Experience in TCS, Avaya software, Escheduler, Copanet reporting. I started in the pilot program for this department and was hired as a coordinator once the department became permanent. I was responsible for training the team on our current processes as well as implementing new processes while doing the day to day duties of the department. Back up support for payroll administrator.

Customer service, placed new accounts in service, researched requests for customers, other duties as assigned.

Created company database to store customer information, generate service orders, and calculate commissions. This database decreased the amount of hours to process payroll by 75%, decreased the amount of errors for payroll, generates several reports to track productivity for events, employees, etc.AP/AR – Created and mailed invoices for customers, created collection letters, processed aging reports, trained staff on collection procedures, updated customer information, research inquiries, etc.Payroll – Verified time cards with electronic time clock, processed commission only employees invoices, created paychecks, processed monthly withholding for state and IRS tax deposits, processed quarterly financial reporting to IRS, processed year-end W2’s/1099’s, processed garnishments, handled unemployment claims/inquiries, etc.HR Functions – Hiring/Training of office personnel, answered employee questions regarding payroll, verified previous employment history/references/background checks, performed annual reviews/disciplinary action reports, updated files as needed, etc.Customer Service – Answered customer questions regarding service, new account setup, basic service questions, billing questions, new sales and sales to existing customers, updated files as needed.Contract Administration – Prepared contracts, verified information on contract before processing, updated database and customer files as needed.