Professional Summary

Skills

Work History

JENNIFER BATES1125 Paperville Road, Bristol, TN 37620 | (H) 423 967 4544 | (C) 423 967 4544 | jenniferbates1975@gmail.com

Qualified Workforce Management Analyst specializing in Payroll and Benefits with 16+ years in fast-paced customer serviceand call center environments. Personable and professional under pressure. I look forward to applying my diverse skill set to adddimension and value to a quality organization in a payroll, benefits or human resources position.

New employee orientationsCompensation and benefitsTermination proceduresTrained in FMLA/ADA/EEO/WCKnowledgeable in all HR SystemsMS Office proficientExceptional Microsoft Excel skillsPayroll administration experienceBenefits and payroll coordinationDetail-orientedSuperb interpersonal skillsPayroll processingTime managementReport developmentAttention to detailCritical thinkingProject planningWorkers' compensation knowledge

Driving continuous improvementIdentifying best practicesLong-term business planning and executionPersuasive communicatorCommitted to maintaining data integrityStrong problem solving aptitudeCreative problem solverQuick learnerProject planningCritical thinkingReport developmentEnergetic and proactiveSelf-sufficientExtremely organizedExcellent work ethic

08/2008 to CurrentWorkforce Management Analyst II specializing in Payroll and BenefitsSprint Nextel – 115 Sprint Drive Blountville, TN 37617

Administered compensation, benefits and performance management systems and safety and recreation programs.Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employeerelations.Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employeerelations.Handled understaffing, terminating employees and supported management in administering disciplinary procedures.Audited workplace, employee and management policies and procedures.Managed the employee attendance programs.Managed all aspects of leave administration, including employee notifications and vendor management, disabilityprograms and health benefits.Developed and facilitated all new-hire orientations.Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.Updated key human resource metrics, including turnover and terminations, using reporting tools on the Peoplesoftdatabase.Worked with corporate compensation team to develop a streamlined way to track paid time off.Conducted periodic reconciliations of all schedules, reports and data to ensure accuracy.Documented procedures, identified areas to improve internal controls and gain additional efficiencies and implementedpolicy changes.Monitored integrity of input into TCS, IEX, and Peoplesoft.

Education

Assisted with auditing and responding to company Compensation Analysts.Maintained efficient internal payroll controls, adherence to payroll, compensation, records retention,confidentiality policies and other company policies and procedures.Checked figures, postings and accounting documents for correct entry, mathematical accuracy and proper coding.Reconciled all payroll liabilities to the mechanized payroll system and prepared monthly payroll accrual entries.Oversaw the day-to-day processing of payroll for 450+ employees, including review of timesheets and computing pay inaccordance with FLSA.Developed and maintained internal control and processes for payroll and paid time off.Managed payroll for an organization of 450+ personnel.Managed customer call routing effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Initiated operations improvements to improve overall call center productivity.Managed call center from initial start-up to full operational status during transitional move to new location.

08/2000 to 08/2008Workforce Management Analyst I specializing in Scheduling and ForecastingSprint Nextel – 115 Sprint Drive Blountville, TN 37617

Met all customer call guidelines including service levels, handle time and productivity.Facilitated inter-departmental communication to effectively provide customer support.Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.Resolved associate, tool and service delivery issues revealed by statistical reports.Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.Maintained up-to-date knowledge of product and service changes.Investigated and resolved customer inquiries and complaints in an empathetic manner.Scheduled staff shifts to cover peaks and lulls in customer inquiries.Cross-trained and backed up other customer service managers.Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.Initiated operations improvements to improve overall call center productivity.Developed all process controls and metrics for daily management of the Call Center.Mastery of customer service management systems and databases such as TCS, IEX, and Peoplesoft.Developed and facilitated all new-hire orientations.

Some coursework completed: Business Administration and General StudiesNortheast State Technical Community College - Blountville, TN

Coursework in Accounting, Finance and Statistics3.5 GPA

1993High School Diploma:Bristol Tennessee High School - Bristol, TN