Jocelynn Reese
Norfolk,VA
Summary
Highly qualified and motivated administrative professional seeking a challenging job opportunity within the management or leadership and development setting. Strong leadership abilities and a dedicated work ethic complement my sufficient customer service skills to excel in this role. Seasoned payroll specialist with over 20 years of experience in service and operations management, demonstrating a proven history of achievement and innovation. Outstanding work ethic, commitment, and loyalty consistently contribute to my success. Strong track record of effective leadership, collaborative teamwork, and articulate communication. Highly adept in payroll administration functions, including discrepancy research, adherence to regulatory guidelines, complex processing procedures, and program management.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Payroll Solution Specialist
ADP
10.2023 - Current
- Implemented corrective actions to fix root causes of various issues.
- Resolved client issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Managed payroll data entry and processing for Clients to comply with predetermined company guidelines.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
- Collaborated with human resources, accounting and other departments to confirm payroll accuracy.
- Provided Clients to employees regarding payroll inquiries and issues.
Account Manager
ADP
08.2021 - Current
- Managed a Book of business of 20+ clients
- Maintained current knowledge of evolving changes in marketplace.
- Contributed to team objectives in fast-paced environment.
- Built relationships with Clients and community to promote long term business growth.
- Served customers with knowledgeable, friendly support
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Stayed current on company offerings and industry trends.
- Met with Clients to discuss and ascertain needs, tailor solutions and close deals.
Customer Service Supervisor
Conduent
09.2020 - 09.2021
- Managed a Team of 15 + employees
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Researched and corrected customer concerns to promote company loyalty.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Patient Service Representative
Urology of Va
05.2017 - 03.2020
- Managed a muti-line phone system
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Used Epic /salesforce to schedule appointments.
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries in person, via telephone and through email.
- Verified insurance eligibility and coverage for patients.
Team Lead
Molina Healthcare
11.2013 - 06.2017
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted in recruitment to build team of top performers.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader Manager
Tmobile
11.2008 - 08.2013
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Associate of Applied Business -
Colorado Technical University
Colorado Springs, CO11-2026
Skills
- Administrative Proficiency
- Effective Time Management
- Email Management
- Case Coordination
- Accurate Data Entry
- Team Supervision
- IT Technical Support
- Client Support
- Customer support
- Team Leadership
- Microsoft Word
- Office Management
- Effective Conflict Resolution
Certification
Driver's License
Additional Information
Works well without supervision., Able to communicate efficiently with others., Ability to prioritize and remain focused while in stressful situations., Excellent customer service and problem solving skills., Skilled at learning new concepts quickly while working well under pressure., Able to multitask effectively., Adapts well in diverse environments.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Payroll Solution Specialist
ADP
10.2023 - Current
Account Manager
ADP
08.2021 - Current
Customer Service Supervisor
Conduent
09.2020 - 09.2021
Patient Service Representative
Urology of Va
05.2017 - 03.2020
Team Lead
Molina Healthcare
11.2013 - 06.2017
Team Leader Manager
Tmobile
11.2008 - 08.2013
Associate of Applied Business -
Colorado Technical University
Similar Profiles
Rachel GerardRachel Gerard
ADP Senior Digital Sales Representative at ADPADP Senior Digital Sales Representative at ADP
Clayton StubblefieldClayton Stubblefield
District Manager at ADPDistrict Manager at ADP
PETER J. JANKEPETER J. JANKE
District Sales Manager at ADPDistrict Sales Manager at ADP