Michelle Parker Email & Phone Number

Dartmouth, Nova Scotia

Halifax, Canada Area

RESPONSIBILITIES • Responsible & fully accountable for the payroll & audit function of multiple mid to highly complex clients• Evaluates programming changes required for clients and partners directly with the programming team to test & implement required changes• Coordinates all incoming payroll data for assigned clients in conjunction with the Shared Services team• Responsible for scheduling and running the assigned client payrolls by following standard operating procedures.• Maintains complete, accurate and timely client and employee records based on real time requests• Maintains complete and accurate client profile notes as well as processing instructions for each client• Responds to & resolves all incoming telephone calls and/or email inquiries from clients and/or their employees; delivering the highest level of customer service within expected timelines• Records/updates all employee issues on the Call Management database tracking system• Plan, organize & facilitate regular conference calls and/or attend client visits; execute on client requests; create and maintain action plan &/or issue log until resolution is attained. Prepare internal and external reports as required.• Balance respective payrolls based on the COS year end calendar and remit all Third Party Remittances by defined due dates, complete all Year End balancing, filing & respective reporting

Halifax, Canada Area

I Supervised 30 operators, providing day to day tactical direction and work assignments. Conducted performance reviews, tracked performance and productivity at the individual and departmental level.● Created weekly forecasts and scheduled staff to volume, meeting target of within 5% variance.● Balanced necessity of high production standards while maintaining morale at a satisfactory level through performance management, rewards and recognition.● Balanced several initiatives for various financial institutions, while ensuring quality standards and Service Level Agreements (SLA’s) were met.● Provided uninterrupted service to internal and external partners through appropriate staff succession planning and cross training● Performed regular compliance checks, confirming proper procedures were being followed.● Scheduled meetings with peers across Canada, ensuring best practices were being followed.● Focused regularly on customer service by investigating and resolving client requests in a timely manner.● Earned close to 100% positive results in Employee Opinion surveys which had team members feeling that they were treated with respect. Results were higher than average when being compared to peers in similar roles and overall results showed an engaged team.● Interviewed and tested for department operator positions confirming best candidates were hired, leveraging experience as a manager understanding potential for success in the role.● Maintained payroll accuracy for team and oversaw all vacation scheduling, confirming effectivetask coverage.● Coached team members 1-on-1, regulations and procedures were met through teaching

Halifax, Canada Area

Provided support to the proof team for several financial institutions. Accurately processed Canadian / US cheques and Utility Bills in a timely fashion while maintaining a superior level of quality and accuracy.● Documented procedures for training purposes to assist transition of new team members● Oversaw training all new staff, ensuring proper tools and instructions were given helping them to be successful in their role.● Issued debit and credit adjustments to client accounts and confirmed all proper documentation was submitted so client would not have to question validity of adjustments.● Focused on customer service and investigating /resolving client requests in a timely manner.● Ensured deadlines, premise standards, security guidelines and service expectations were maintained at all times.● Practiced team work across distribution and adjustment teams and operators and management by assisting fellow team members to succeed.● Oversaw output of high quality product to all Symcor clients, ensuring all procedures and special instructions were strictly adhered to.● Took personal initiative to prioritize daily tasks in order to be as efficient as possible.

Halifax, Canada Area

Processed Canadian/US cheques and utility bills in a timely fashion while maintaining superior level of quality and accuracy. Focused regularly on customer service by investigating and resolving client requests in a timely manner.