Angelica Rubal
El Paso
Summary
Seasoned Service Manager bringing 15 years of Human Capital Management experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
14
14
years of professional experience
Work History
Sr Payroll Manager
ADP
02.2023 - Current
- Managed a team of payroll specialists, providing guidance and support for their professional development.
- Designed and maintained financial models to identify and measure risks.
- Developed detailed reports analyzing key performance indicators within the department to drive continuous improvement and increased efficiency.
- Successfully managed year-end processes including W-2 issuance, ensuring accurate reporting of employee earnings and tax withholdings.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Established team priorities, maintained schedules and monitored performance.
- Managed cross-functional teams to ensure seamless delivery of services across multiple departments.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Championed innovative solutions to address customer needs, leading to increased product offerings and revenue streams.
- Cultivated partnerships with key stakeholders within the organization, enhancing alignment between business units for maximum operational efficiency.
Implementation Executive
Automated Data Processing
01.2018 - 02.2023
- Lead daily activities of the team to ensure new client’s payroll, benefits, and other features are accurately implemented and that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
- Enhanced understanding and implementation of Business Units strategic goals
- Oversee the use of standard process workflows by team
- Function as a consultant and business partner to other groups within ADP
- Partner with sales to understand client’s payroll and HCM needs
- Train and mentor team members and identify development needs across the team, working with the director to coordinate additional training as needed
- Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
- Serve as an acting backup to the Director, providing leadership, guidance and direction to team members in the absence of the director
- Manage escalated issues and provide direction
- Collaborate with peers to establish best practices
- Analyze team statistics and prepare reports for the Director
- Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
Client Service Manager
Automated Data Processing
01.2014 - 01.2018
- Lead daily activities of the team to ensure that clients payrolls are processed in a timely manner
- Function as a consultant and business partner to other groups within ADP, such as Implementation and Relationship Management
- Train and mentor team members and identify development needs across the team
- Facilitated communications with client management teams regarding overall service expectations and alignment with contractual service level agreements
- Implemented processes improving quality and timely service delivery while overall workload (RTV)
- Sets challenging cross-functional goals that support the organizational goals and strategies
- Researched and developed new strategies to achieve company goals and objectives
- Developed plans for managing/retaining talent inside organization and for improving leadership strength
- Led new hire practices for team leads and management including managing career fairs and overall recruiting efforts
- Enhanced understanding and implementation of Business Units strategic goals
- Oversee the use of standard process workflows by team
- Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods such as Annual Enrollment and Year End
- Coach and develop associates/peers providing leadership, guidance and direction
- Manage escalated issues and provide direction for a thorough resolution
- Evaluate associates on performance and complete annual performance appraisals
- Improve the business processes for various roles through analysis and collaboration
- Involved in long-term business planning
- Collaborate with department management to develop business plans to retain clients at risk
- Analyze the performance of support functions for roles/departments such as benefits and make recommendations for improvement
- Work in collaboration with associate to establish Individual Development Plans.
Sr. Payroll Consultant
Automated Data Processing
01.2010 - 01.2014
- Process Payroll for assigned client base, answer tax related questions
- Provide application support to users which include instruction, navigation, troubleshooting, maintenance, and evaluations to determine solutions and alternatives
- Provide guidance and best practice information regarding payroll business issues, researching state and other statutory requirements
- Develop and maintain effective verbal and written communication with all parties
- Investigate, research, analyze and test outcomes in order to resolve client questions and/problems correctly
- Provide critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration
- Recommend software enhancements or product features and identifies client training opportunities if applicable
- Use the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues
- Ensure that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
Education
Bachelor of Science - Business Administration And Management
Trident University International
Cypress, CA10.2023
Skills
- Relationship building and management
- Strategic Planning
- Data Analysis
- Team Leadership
- Process improvement strategies
- Customer relationship development
- Analytical Thinking
- Data Management
Accomplishments
- Alumni, El Paso Emerging Leader Program 2010
- Reinforce the Value Lead
- Treasurer, Generations BRG
- Coaching Peers
- Leadership and Change/Putting Your Best Foot Forward (Employer Offered Course)
Timeline
Sr Payroll Manager
ADP
02.2023 - Current
Implementation Executive
Automated Data Processing
01.2018 - 02.2023
Client Service Manager
Automated Data Processing
01.2014 - 01.2018
Sr. Payroll Consultant
Automated Data Processing
01.2010 - 01.2014
Bachelor of Science - Business Administration And Management
Trident University International