71f8ef57-fa54-418f-8a4b-ae1ef2e1e823
Andrew Smith
287 Custer Street, Hopewell, PA 00000
andrew_smith@example.com
(000) 000-0000
Professional Summary
· Over 12 years of HRO experience with expertise in Client Management, People Management, Payroll Operations, Payroll Transitions and Customer Service.
· Working as a Process Manager – Australian Payroll
· End to end knowledge and experience of leading the projects from the transition to the implementation, up to the stabilization stage and managing day-to-day operations.
· Highly organized and detail oriented. Proficient in interacting with clients to ensure delivery of a seamless solution that meets the client requirements and Service Level Agreements.
· Ability to achieve immediate and long term goals and meet operational deadlines. Have excelled in fast paced operations to increase productivity and company profitability.
· Reliable and quick learner, adapt easily to the new procedures and changing demands of the industry.
· Adroit in conducting audits, verification of operational efficiency levels and evaluating internal control systems with exposure of recommending necessary suggestions to improve internal controls of clients.
· Exhibited excellence by evaluating performance of team against the set targets, doing need based promotion planning and providing valuable feedback for improvement.
· An effective communicator with good analytical, data interpretation, leadership and presentation skills.
Employment history
Process Manager, Fahey-Rohan. Port Lynwoodchester, New York
Nov. 2018 – Present
Assignments and Responsibilities:
· Supervise Payroll operation team to ensure smooth On Cycle and Off Cycle run for Salary and Wages employees
· Management, calculation, reconciliation and payment of all superannuation contributions.
· Supervise of post payroll activities i.e. General Ledger, JDE and Costing reports
· Computation and payment of termination payments.
· Managing EBAs’ to ensure employees are paid accurately
· Managing escalations and queries
· Regular updates to the process maps, DWI and check lists as per legislative changes
· Recruitment, Onboard training for new staff
· Conduct training for Team and Client for any changes in Payroll system or for legislative changes
· Perform testing for any change request
· Managing Change request
· Ensure all compliance reports are delivered accurately and timely i.e. Payroll Tax, Superannuation, and Third Party Payments etc.
· Managing End of Month reporting and End of Financial Year activities
Business Travel to Australia – Payroll Transition
May’18 to July’18
· Conducted training for Client
· Conducted training for Team
· Updated Process flow, DWI, Check list, KT Packs
Sep’18 to Nov’18
· Conducted UAT Testing
· Conducted SRT runs
· Conducted Parallel runs
Feb’19 to Apr’19
· Supported Team and Client for successful Go Live
Team Leader – Payroll & Employee Services, Douglas, Medhurst and Buckridge. West Leeannemouth, Rhode Island
Jun. 2014 – Nov. 2016
Assignments and Responsibilities:
· Closely worked with Transition Team to on-board processes at NGA Kochi.
· Recruitment of resources as per requirement and allocation.
· Responsible for meeting all relevant statutory and mandatory requirements associated with operations and for working within the framework of the company’s core values, as well as promoting its ethos and mission statement.
· Responsible for monitoring and continually improving standards of performance and quality within the operation.
· Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levels.
· Arranging Fundamental and Client specific training.
· Leading a large team, motivating, managing resources to achieve business objectives.
· Reviewing and analyzing weekly / monthly performance reports with a view to apprise management of the process operations and contribute in critical decision making.
· Assessing the customer feedbacks, evaluating areas of improvements and achieving higher customer satisfaction metrics.
· Strategic planning & decision making, directing and coordinating to ensure process deliverables within deadlines and proactively handling exceptions.
· Maintain client relationships and handle expectations & perceptions.
· Driving performances at every levels, ensuring performance management, constructive feedbacks and action plans are followed, Identifying and implementing talent engagement activities.
· Preparation of Process flow, SOP and DWI
· Adherence of payroll calendar to ensure timely and accurately processing of Salary.
Business Travel to Philippines – Support Payroll Operation
Since Sep’17 – Feb’2018
· Worked on Escalation/RCA
· Ticket backlog
· Cross training for Team
· Stream lining the Payroll operation
Process Specialist – Operations, Mills LLC. Koeppburgh, North Carolina
Apr. 2012 – Jan. 2013
Responsibilities:
· Performed Data cleansing activities to ensure smooth payroll run
· Processing of OH&S claims for eligible employees.
· Performing Oncycle activities as per the schedule to ensure accuracy and TAT.
· Performing post payroll activities which includes payslips, payment summary, interfaces etc.
· Running Offcycles 5 times in a fortnight and ensuring the 100% accuracy and TAT.
· Processing termination and ensuring accurate F&F through either Offcycle or Oncycle.
· Sound knowledge on Hire, Absence, Deduction
· Replying Clients Complex query on Payroll, Tax, Superannuation, Termination etc ASAP
· Performing year end activities
Achievements:
· Been appreciated by the Client payroll Manager for outstanding performance.
· Been nominated by the Onshore payroll specialist for Hero Award to provide quick and accurate support from Offshore.
· Been appreciated for managing Data cleansing and OH&S activities with desired and expected results by the client.
· Been awarded Star performer of the year from Infosys for Client satisfaction.
· Built a close and good relationship with client through providing outstanding performance.
· Reviewed SOPs and provided suggestion to ensure services.
Customer Care Executive (Band A1) – Operations, Heaney-Walsh. South Alethia, New York
Aug. 2008 – Nov. 2009
Responsibilities:
· Carried out calculations relating to payroll queries, overpayment and underpayment
· Handled daily payroll activities which includes process includes payroll data input
· Processed payroll for 16000 + employees
· Updated employees data related to pay structure and job structure in people soft
· Maintained the relationship with onshore management and ensured speedy reconciliations
· Retained the risk control management reports and team productivity reports to reduce SLA defects
· Provided proper feedback to all the upstream processes by raising quality alerts
· Worked as a subject matter expert for floor support
· Audited the processes as a part of internal audit team
Education
Northern Graham, New Zachariahfort, Nebraska
Bachelor of Commerce, Commerce, Oct. 2003
Skills
Payroll Operation
Client Management
Team Management
8e08b1bd-72fe-4e1e-99cd-670fcc0cf8c1
Andrew Smith
Phone:
(000) 000-0000
Email:
andrew_smith@example.com
Address:
287 Custer Street, Hopewell, PA 00000
Professional Summary
Visionary, results-driven, senior-level professional equipped with an MBA and years of verifiable success in the areas of business development, financial performance, strategic planning, marketing, and multi-unit operations management. Proven leader with a solid reputation and extensive experience in a wide-range of industries. Strong ability to utilize a wide-range of transferable skills and knowledge to consistently exceed expectations. Dedicated to driving and improving operational excellence and successfully guide organizations including start-ups and small businesses through launch and continuous development.
Employment history
Mar. 2019 – Apr. 2019
South Roy, North Carolina
South Roy, North Carolina
Process Manager, Heller Inc
- To manage the inbound/outbound calls.
- Ensuring resource schedules were managed & call response times acceptable.
- Responsible for recruitment & selection of new agents.
- Compiled monthly reports to senior management
- Represented plans to ensure monthly targets were achieved.
- Effective Escalation management: Ability to understand the issue reported and assure / reassure to gain customer confidence
- Proficiency in Voice, Email, CRM application and work force management. Quality tools and technologies, and other related Call Center software.
- To plan and determines call center operational strategies by conducting needs assessments, performance reviews, call forecasting, capacity planning, defining user requirements and productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Effective communication process is in place with customer(s), line management, third party suppliers and team members.
- Ability to document and publish Root Cause analysis
- Ability to follow up and ensure that the committed SLA for resolution is met.
- Maintain & improve customer satisfaction and service levels.
- Also responsible for other duties which is assigned by client side.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Recruit, interview, and select employees.
- Coordinate activities with other supervisory personnel or with other work units or departments.
Metrics Management
- Abandonment Rate
- Average Speed of Answer
- Work Volume Forecasting
- Report Accuracy
- Knowledge base Effectiveness
- Email Response Time
- Quality of Service Delivery Written Inquiries (Email)
Feb. 2018 – Aug. 2018
Reichertberg, Massachusetts
Reichertberg, Massachusetts
Business Development Executive, Kshlerin Group
- Lead generation in different verticals
- Pitching to the clients via LinkedIn premium account
- Cold mail to the customers.
- Business Generation for the company
Team Handled – 3 college intern
Oct. 2016 – Dec. 2016
Columbuschester, Oklahoma
Columbuschester, Oklahoma
Business Development Executive, Bode-Wilderman
Team Handled – 1 Project executor, 1 Accountant
- Generating opportunities in large target prospect accounts
- Responsible for new customer and opportunity targets
- Build sales pipeline for the direct sales teams
- Compiled monthly reports to senior management
- Provide extensive marketing support to the region
Also responsible for other duties which is assigned by client side.
Team Handled – 1 Project executor, 1 Accountant
Education
Aug. 2016
MBA: Marketing & Operations
- Southern Texas College – Gracieland, Indiana
Sep. 2013
Bachelor of Engineering: Information Technology
- The Orn – North Lilliamberg, New Hampshire
Skills
ITIL
Beginner
Research Analysis
Experienced
RFP,RFQ,RFI
Experienced
Business Development
Experienced
Sales & Marketing
Expert
0dba9c78-6c53-4cb5-baba-24aff0601d4c
Andrew Smith
287 Custer Street, Hopewell, PA 00000
andrew_smith@example.com
(000) 000-0000
Professional Summary
Customer service specialist and business development executive with 15 years’ experience leading teams in driving organizational growth and revenue. Skilled at developing and implementing comprehensive training programs for staff members to ensure the highest-levels of service are delivered consistently.
Employment history
Senior Process Manager, Cummings-Skiles. East Brett, Idaho
Jan. 2020 – Present
- Resolve customer complaints or answer customers’ questions regarding policies and procedures.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Recruit, interview, and select employees.
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
Regional Business Manager (Customer Care), Schmeler Group. North Lucius, Wyoming
Feb. 2013 – Nov. 2014
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Provide assistance for customers with special billing requests.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action.
Education
Harvey Academy, Port Randee, Colorado
Bachelor of Science, Information Technology, Jul. 2005
The Gislason, Kuhichaven, Oregon
High School Diploma, Electronics and Communication Engg, Oct. 2003
Skills
Quality and Cost Management
Partner Management
Knowledge Management
process manager
- Process manager for Android and iOS application support.
- Creating the project plan and regular coordination and timely team meetings with developers and QA team.
- Point of contact with vendors and service providers like Nexmo and AWS.
- Point of contact while coordinating with content companies for infotainment section of the app.
- Point of contact for payment gateway/wallet like Google, Paytm and Paypal.
- Oversee the daily performance of development Team.
process manager
- Coordinating with the client servicing team to understand client requirements
- Accurately forecasting trends in work volumes and identifying resources to meet team and business requirements
- Monitoring project costs and invoices for freelancers.
- Ensuring day to day operations are performed efficiently
- Planning and prioritizing tasks as per their deadlines.
- Identifying process gaps and developing specific action plans to close these gaps by coordinating with different stake holders
process manager
- Evaluates, designs, executes, measures, monitors and controls business processes.
- Coordinates various processes and procedures within HR.
- Work collaboratively across all departments of the organization to help improve the management of a business process.
- Focus on the entire process from beginning to end, introducing innovation into the process that can impact results.
- Enhance profitability and assist the organization to meet its business objectives and goals.
process manager
- Preparation of reports
- Allotting work to team members
- AR Follow up/ AR Analysis
- Responding to queries from Client
process manager
- Providing assistance to the Counsellor in handling students & Screening documents that were provided by the student
- Share the experiences of students who have studied in the USA & CANADA etc
- Filling online applications with student’s co-ordination
- Coordinating with the university officials for status updates of the students.
- Calling up registered students and giving them updated information regarding Educational opportunities.
process manager
- Effective communication process is in place with customer(s), line management, third party suppliers and team members.
- Ability to document and publish Root Cause analysis
- Ability to follow up and ensure that the committed SLA for resolution is met.
- Maintain & improve customer satisfaction and service levels.
process manager
- Responsible for creation of actionable insights and compelling recommendation at region, product and hierarchy level to measure and track progress of charge volume, losses and other key metrics.
- Preparing data of different American Express products to cater requests of various Stakeholders across regions primarily using Excel and Tableau.
- Created dynamic scorecards for 120 + sales and AD Managers across US Large Market.
- Improve Data Integrity and management and create analytics to help the leadership team to evaluate and drive business performance.
- Perform quality checks( Data checks, sense checks) and ensure the number reported is correct.
- Provide the strategic insights to optimize the field performance including measures such as retention and revenue optimization for sales and AD team.
process manager
- To manage the inbound/outbound calls.
- Ensuring resource schedules were managed & call response times acceptable.
- Responsible for recruitment & selection of new agents.
- Represented plans to ensure monthly targets were achieved.
- Effective Escalation management: Ability to understand the issue reported and assure / reassure to gain customer confidence
- Proficiency in Voice, Email, CRM application and work force management. Quality tools and technologies, and other related Call Center software.
- To plan and determines call center operational strategies by conducting needs assessments, performance reviews, call forecasting, capacity planning, defining user requirements and productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
process manager (pmo)
- Work with Head of Production to resolve project management problems, improve workflow and provide exceptional results.
- Manage quality assurance program including on site evaluations and internal audits.
- Update project management standards, methods, and procedures in accordance with best practices.
- Manage, advise and train new staff.
- Conduct training and change management processes to improve operations.
- Develop and executing plans to monitor standard process adherence.
process manager
- Ensuring planned engineering (process) progress with respect to the engineering deliverables, process engineering planning & scheduling, preparation of progress reports, manpower & resource forecasts, utilization of resources effectively & efficiently.
- Process Design & Detail Engineering including performing process simulations, design calculations, process optimization, sizing & selection of equipment.
- Preparation of tender documents, specifications, datasheets, verification of FEED design & calculations.
- Preparation & evaluation of various engineering deliverables (Drawings & Documents) such as Process Flow Diagrams (PFD), Piping and Instrumentation Diagram (P & ID), Process Datasheets, Equipment Specifications, operation & maintenance manuals and providing necessary engineering inputs to the other disciplines and other departments.
- Preparation & Issue of RFQ’s, evaluation of vendor’s quotations, clarifications, technical bid evaluation and prepare technical recommendation.
- Review, evaluation and approvals of contractor’s / vendor’s documents, drawings, datasheets, specifications and calculations.
- Prepare process design basis, process description and equipment list with key specification.
process manager
- Resolve the team queries & Auditors queries.
- To ensure all the risk and control checks are in place and team adhere and follow all required checklists and SOP’s, ensure they are up to date post audit cycles.
- Recognize and act on opportunities to improve processes including developing and making recommendations for change and encourage the team to come with ideas for efficiency.
- Driving process improvement harmonization and effectively managing changes
process manager
- To Manage pre/post Audit on Boston region Mutual Funds for various clients before Financial statements are prepared.
- To Manage and review reclassification/adjustments entries to be reflected on Financial statements.
- To Manage and review all ‘As of Transactions’ for any deemed adjustment entries per client specifications.
- To provide external auditors with requisite reports and Audit Confirm Letters.
- Liaise with FR team to ensure all necessary adjustment entries are put in funds before Financial statement drafts are sent out to client.
- Manage and review Closing entries to ensure correctness of funds income distribution.
- Ongoing analysis of Client accounting records and escalation, where appropriate, of any potential issues identified.
process manager
- Facilitating resource commitment and allocation.
- Act as focal point for process; communicate with clients, service providers, and management.
- Defines those parts of the Process Framework not defined by the Process Owner.
- Assisting in creation, updating and maintenance of translation memories in applicable language(s).
- Took the responsibility for managing the development of automated CRM tool for day to day translation tasks. (URL: crm.cactusglobal.com).
- Improved efficiency of team by almost 20%.
process manager
- Internal adoption and implementation of vSphere 4.
- Hardware: HP Blade Servers BL465, HP BL685
- Consolidation of physical servers to virtual.
- Built a test bed for VDI using VMware View.
process manager
- Handling Utility payments for pan India.
- Solving social media escalations.
- Utility settlement case.
- Redmine, Work order.
- Adhoc payments.
- Move-in & Move-out projects,
- Creating invoices, solving Paytm & Mobikwik queries.