Roderica Wilkerson
Woodbridge
Summary
Results-driven Service Supervisor with 20 years in human capital management, specializing in team leadership and operational efficiency. Skilled in recruiting, training, and managing employees while enhancing client satisfaction. Demonstrates strong communication and problem-solving abilities, delivering high-quality customer experiences. Committed to fostering a collaborative work environment that values each team member's contributions.
Overview
29
29
years of professional experience
Work History
HCM Service Supervisor
Paychex, Inc.
Fairfax
01.1999 - Current
- Achieved rapid advancement and consistent revenue growth in human capital management.
- Managed top-tier payroll professionals, adapting to evolving industry demands.
- Supervised micro-strategy client service group for strategic planning and operational management.
- Oversaw customer relationships, implementing organizational change and developing technical solutions.
- Monitored client data integrity and reviewed financial documents to prevent fraud.
- Optimized team productivity through phone monitoring and performance meetings.
- Developed and delivered change management training for regional leaders.
- Initiated employee development programs to reduce turnover and enhance career advancement opportunities.
Senior Payroll Specialist
Paychex, Inc.
Fairfax
01.1997 - 01.1999
- Provided payroll entry and support to 250+ small businesses and accountants.
- Ensured accuracy of complex payroll calculations.
- Resolved detailed and complex client payroll and tax issues and client concerns.
- Research penalty notices while working directly with various tax agencies to resolve any payment discrepancies or filing issues.
- Conducted ongoing training sessions on payroll procedures, tax regulations, and client service models.
- Developed training framework with tests and job aids to support junior staff development.
- Partnered with internal departments to enhance cross-training and career development initiatives.
- Collaborated with a specialized team to process amended tax returns, resulting in fewer penalties for local clients.
Education
Bachelor of Science - Business Administration
Auburn University
Auburn, ALMaster of Business Administration -
University of Maryland Global Campus
OnlineCybersecurity for Managers Certification -
MIT Sloan Executive Education
OnlineSkills
- Customer service support
- Supervisory experience
- Team building
- Management expertise
- Change management
- Employee engagement
- Business strategy
- Goal achievement
- Productivity improvement
- Risk management
- Analytical problem solving
- Dispute resolution skills
- Effective communication skills
- Client relations
- Emotional intelligence application
Professional Training Acknowledgements
- Senn-Delaney Culture Shaping Certification
- Toast Masters
- Development Dimensions International Certification
- Crucial Conversations for Managers
- Mentor Certification
- Client Service Supervisor Symposium
- Manager Technology Certification
Timeline
HCM Service Supervisor
Paychex, Inc.
01.1999 - Current
Senior Payroll Specialist
Paychex, Inc.
01.1997 - 01.1999
Bachelor of Science - Business Administration
Auburn University
Master of Business Administration -
University of Maryland Global Campus
Cybersecurity for Managers Certification -
MIT Sloan Executive Education