Stephanie Walker Email & Phone Number

Maidstone, England, United Kingdom

Maidstone, Kent, United Kingdom

Maidstone, Kent

I manage and monitor the finances of vulnerable adults who have lack a support network to help them manage their finances themselves. I work to ensure my client are receiving the correct benefits and their finances are accurate and up to date. I provide advice and guidance to clients, their representatives and staff on financial matters as they arise.I process bank transfers, and payments to ensure debts are paid and funds are available to cover a client’s personal needs.I work closely with Care Managers, service providers, internal finance functions as well as government agencies such as the Department for Work and Pensions (DWP).

Dartmouth, Nova Scotia, Canada

Led regional service delivery for this global provider of business outsourcing solutions including payroll, human resources, tax and benefits administration servicesOversaw the performance of all key functional areas (Sales, Implementation, Application Support, Product and ancillary services) to deliver an integrated service to major global blue-chip clientsBuilt and managed strong and collaborative client relationships to optimise service delivery, meet and exceeding KPIs and identify new business opportunitiesActed as a senior point of contact for each client, managing expectations and proactively resolving arising issues by working with relevant stakeholders, frequently working across time zonesMonitored and reported Key Performance Indicators (KPI) and Service Level Agreement (SLA) data, analysing available data to identify and act on trendsMet on a monthly basis with clients to review performance, trends, high level outstanding tickets, upcoming system enhancements and service changes, then feeding back actions to the service team Championed teamwork between the service delivery team and other business groups to drive achievement of SLAs and KPIs

Dartmouth, Nova Scotia, Canada

Actively monitored and reviewed incoming calls to the service teams from payroll clients, identifying trends, providing structured feedback to team leaders and recommending actions to improve performance Coached, trained and motivated client service representatives to deliver the best possible results through customer service best practice and use of established call modelsDeveloped comprehensive resources to support client service representatives in handling callsSupported delivery of a social media based client forum featuring a self-help FAQ resource to promote independent problem solving and reduce calls relating to routine issuesDeveloped a survey to secure feedback from frequent callers, using data to improve service delivery

Dartmouth, Nova Scotia, Canada

Led a team of up to 35 staff including nine direct reports; recruiting, onboarding, training and continuously developing my team to deliver outsourced payroll services including year-end processesMotivated and coached the team to maintain and enhance client satisfaction at a high level, training staff to facilitate delivery of the Stellar Service Customer Service Model, a key part of ADP Canada’s philosophyManaged client expectations and acted as a senior point of escalation for client issues, collaborating with internal teams to resolve issues as appropriatePlayed a key role in the development of SBS’ Tiered Service ModelAppointed as a member of the year end committee (2008) and back up member (2009)

Dartmouth, Nova Scotia, Canada

Supported small business clients with payroll administration, coding of earnings, tax deductions and filings. Resolved reported issues with payroll software including Pay@Work and Telephone Payroll.

Dartmouth, Nova Scotia, Canada

Supported the Store Manager in all aspects of his role, leading a team of 20 retail associates to ensure the efficient and profitable operation of this busy retail store.

Markham, Ontario/ Dartmouth, Nova Scotia, Canada

Initially employed as a Sales Associate for the Markham store, I was promoted in 2005 to Logistics Supervisor, managing product placement and visual merchandising activities. I played a key role in opening new stores including the Nova Scotia branch, relocating to Dartmouth to recruit and train >85 retail staff for the launch.