Mia (Mirella) Smith Email and Phone Number

- Manage client escalations and set & monitor SLA provisions for a team of three associates, achieving a First Reply Time that exceeds industry standards- Strategically assign and delegate tasks to team to ensure alignment with company objectives- Monitor and report monthly and quarterly metrics & create ad hoc reports- Partner with engineering & analytics team to address product deficiencies by implementing manual reporting and processes to meet business needs- Routinely review indicators of risk across client partnerships, recommend actions to mitigate potential risk factors- Partner closely with Customer Success team to manage escalations and build relationships based on trust and confidence, while driving company initiatives- Collaborate with the product & engineering team to implement product improvements based on client feedback and internal needs, ensuring alignment with both user expectations and team objectives- Identify areas for improvement and automation, implementing new processes to close efficiency gaps- Through these efforts, we managed a 40% increase in customer-service capacity without compromising quality or necessitating additional staffing

- Frontline point-of-contact for all client questions and issues - Allocate manual payments and correct payment misapplications- Authored several SOPs and help articles to create a budding internal and external knowledge base for an evolving product

- Process bi-weekly payroll for a highly mobile, heavily contract workforce (1400+ employees) dispatched in response to COVID-19 testing and vaccination efforts- Reduced the number of back payments owed due to rate changes by nearly 100% by implementing pre-payroll processes- Created and implemented procedures to cover system gaps; continue to adapt procedures in response to changes in a highly dynamic environment- Lead and expedited efforts to ensure payroll and contract changes are made timely by by utilizing the payroll system's mass import function- Streamlined employee conversions from 1099 contractors to W2 employees, or vice versa; identified a bug impacting 100% of these conversions and recommended solution to payroll vendor, which, once implemented, resolved the bug- Monitor and update state and local tax changes, specifically Pennsylvania local taxes

- Processed weekly payroll for 800+ travel nurses in 48 states via ADP- Lead the testing and implementation of a new timekeeping and pay system for the payroll team. Advise engineering on features needed for accurate payroll processing during testing phase and continued to work with engineering after launch to improve system functionality- Applied multiple pay types to timecards in compliance with internal, Local, State, and Federal pay and labor policies, with a large population of nurses in California- Managed the time and pay for a growing number of nurses at non-standard week facilities. Manually reviewed timecards for accuracy and tracked facility data related to non-standard work weeks- Processed retropayments for contract, benefit, and time adjustments- Investigated and responded to nurse inquiries regarding time and pay

– Primary payroll officer for international employees and secondary payroll officer for U.S. employees based at the university campus in Doha, Qatar – Served as the leave certifying officer for both international- and U.S.-hire employees within multiple leave programs including PTO, FMLA, and maternity leave – Completed and forwarded personnel action forms to central HR to load data into HRIS, and reviewed HRIS to ensure the accuracy and integrity of data loaded into employee profiles – Conducted regular internal audits of HRIS data and payroll data to ensure accurate reporting and recording, and mitigated potential problems– Ensured institutional compliance with Federal, State, University, and Qatari policies and guidelines as they relate to payroll

– Managed human resources and payroll for both U.S. and international employees including processing multi-state and international payroll, filing taxes, managing employee benefits, assisting with recruitment, conducting new-hire orientations, and tracking performance management processes – Organized, scheduled, and tracked on-boarding activities for new hires, including new hire orientation paperwork and benefits enrollment processing – Conducted benefits administration, including administering paperwork for and explaining benefits, monitoring/ensuring timely benefits enrollment, reconciling benefit invoices for payment, maintaining benefit changes, and processing documents through payroll/benefit vendors as applicable

– Directed in-coming communication via phone and mail to appropriate staff– Prepared property files for remarketing – Assisted with various aspects of leasing and accounting

– Assisted with the advancement and advocacy of Early Childhood Development (ECD) programs through the preparation of proposals, presentations, and training materials for the integration of ECD programs into Maternal and Child Health programs in developing countries– Assisted with the creation and implementation of a new training module on Early Childhood Development in the context of Maternal Depression that is available to over 400 health professionals from around the globe who are enrolled in the Sexual and Reproductive Health Rights course