Thomas Santos Email & Phone Number

Los Angeles, Ca, Us

I orchestrated a team of 11 tax analysts and a team lead, providing vision and guidance to ensure the high-quality resolution of complex IRS tax notices. I maintained compliance with tax regulations, fostering strong relationships with the IRS and Social Security Administration to improve business operations. I implemented a matrixed support model for IRS cases, optimizing case inventory distribution across three teams, which improved efficiency and customer satisfaction.

Orchestrated a team of 12 associates who expertly managed Payment Services UKG Pro updates, ensuring compliance with complex agency tax filing rules. I collaborated with Payment Services Customer Support and Payroll Support Teams to centralize process documentation and enhance knowledge sharing for seamless end-to-end customer setups. I mentored and coached team members to set and achieve professional development goals while actively seeking feedback to streamline processes. I developed a high-performing team that consistently met group goals. Additionally, I refined process improvement tasks within Salesforce CRM and the tax system through data-driven prioritization.

Santa Ana, California, United States

I led a global Operations Team that managed profile updates while adhering to complex payroll tax filing rules for our existing customers. Our inflow of work consisted of 90% Salesforce cases and 10% ServiceNow help desk tickets, with a monthly average case volume ranging between 3,000 and 4,000, peaking during quarter-end and year-end. One of my primary responsibilities was to balance the workload across the team and help flex our core resources to support various job functions. I was highly involved in coaching and mentoring associates to support their individual career development and empowered them to collaborate and share knowledge across teams. With a project management background, I drove process improvement efforts to implement workflow automation and was instrumental in delivering various RPA enhancements.

San Dimas, Ca

Spearheaded daily operations for a dynamic Implementation Team of 14 Implementation Specialists and Project Managers, delivering exceptional support and maintaining a diverse client portfolio of mid-market and up-market clients. I was the Team Lead for various HCM-related compliance solutions implementation groups, including:- Multi-module ERP implementations- ADP Payroll (Workforce Now, Vantage, and RUN)- Wage garnishments Workday SmartConnect implementationsI evaluated and enhanced associate performance, leading to merit increases and promotions, while driving the team to exceed goals, regularly achieving 110%+ of planned sales starts per fiscal year. I expertly managed client escalations, identified high-risk clients, and collaborated with ADP service leaders to enhance client interactions.I oversaw timecard approvals, managed overtime, and strategically delegated team workloads to ensure efficient servicing of new clients. I functioned as a consultative partner to ADP Sales Teams, identifying optimal service offerings for new client prospects and contributing to business growth.

San Dimas, Ca

I was a Multiple-Module ERP Implementer for Employment Tax and Wage Garnishment modules. One of my key responsibilities was to train and mentor implementers who were learning the Employment Tax module. In this role, I streamlined procedures and led team efforts to drive process improvements to standardize setup procedures and onboarding documentation. My expertise in handling complex ERP projects made me a trusted resource in devising strategic action plans to get our clients live on time. As a mentor within the team, my respected leadership qualities allowed me to provide feedback to associates to meet organizational goals.

San Dimas, Ca

Provided technical support to all the Tax Filing Teams. My main roles were to lead and organize quarterly training and coordinate daily money movement for tax deposits of $100M+. During our peak period, I directed our daily status meetings with senior management to discuss issues and collaborated on successful solutions. A highlight of my tenure in Tax Processing was becoming the subject matter expert for the Siebel Project which is the main customer relationship technology used by ADP.

San Dimas, Ca

Implemented Business Process Improvements with special tax filings to allow continued client growth for additional revenue generation. Analyzed e-file rejects as part of a Green Belt Project to recognize trends and develop long-term solutions. Sustained cohesive relationships with business partners to provide requirements in attaining successful legislative-driven projects.

Rancho Cucamonga, Ca

Organized weekly schedule of audits based on productivity performance reports and communicated production errors to managers determining alternatives for better accuracy.

Greater San Diego Area

Led a 20 person team that supported the logistics of supply ordering and accountability of four dispersed military establishments. Communicated with senior leaders and collaborated on efficient order shipping and procurement processes.