April Ling
Sacramento,CA
Summary
Dynamic professional with 15 years of experience in customer service and finance. Demonstrates expertise in managing complex interactions, streamlining payroll processes, and enhancing team performance. Committed to delivering exceptional service while fostering a collaborative team environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Sacramento Housing and Redevelopment Agency
Sacramento, CA
09.2025 - Current
- Manage large amounts of inbound and outbound calls in a timely manner
- Followed communication scripts to ensure consistent messaging and effective issue resolution
- Provide excellent customer service
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Ask questions to interpret, analyze the caller's situation as to provide information
- De-escalated conversations with families in crisis to restore calm and facilitate effective support
- Handle multiple tasks simultaneously
- Collaborated with team members to meet project deadlines and enhance service delivery
Finance Specialist
Sacramento Housing and Redevelopment Agency
Sacramento, CA
02.2022 - 09.2025
- Executed tax deposits promptly to ensure accuracy of financial records.
- Process payroll, including gross pay adjustments
- Prepare various payroll reports
- Reconcile and process W-2's
- Research tax and payroll issues
- Reconcile payroll fund for financial statements
- Enhanced and maintained payroll software to improve processing efficiency.
- Examine financial documents, data or transactions to determine reasonableness and accuracy
- Conduct general to complex research on taxability of benefits, litigation, reconciliation, and customer service.
- Reconcile accounts, funds and/or projects
- Enter and update journal entries and other data in Finance Enterprise system
- Test, utilize, update and implement new and existing software
- Process accounts payable claims
- Provide external and internal customer service
- Assist in the planning, development and implementation of internal operations and financial audits
- Monitored and tracked cash flow to support effective cash management forecasting.
- Create fixed asset and cash and investment audit work papers
- Update and maintain cash fund and GFAAG fund
- Create and generate various cash analysis reports
- Transfer funds to and from City Treasurer/Bank
- Assist accountants as needed and provide guidance to other staff in accountants' absence
- Prepare entries for correcting journals and first-of-year journals
- Prepare and respond to correspondence and other inquiries
- Enter new fixed assets into the IFAS system (interest and fees)
- Process insurance claims for auto accidents
- Analyze flood zones for property coverage
- Request new insurance coverage and cancellations
- Communicate with City Treasurer and bank personnel as needed
- Serve as backup to primary staff
- Serve as backup to primary staff
Payroll Coordinator
Omega Comp HR
Sacramento, CA
02.2020 - 02.2022
- Processing weekly payroll for over 500 employees, ensuring accuracy and compliance with federal, state, and local regulations.
- Computing wages, deductions, commissions, benefits, etc...
- Reviewing computed wages to ensure accuracy.
- Issuing and distributing paychecks.
- Updating payroll information for promotions, transfers, terminations, and new hires.
- Collecting and verifying employee and timekeeping data.
- Maintaining employee records and ensuring data accuracy in systems.
- Recording and maintaining employee records and payroll transactions.
- Preparing statements reflecting earnings, taxes, and deductions.
- Preparing payroll reports for management and auditing purposes
- Process payroll for employees using HR software and databases.
- Coordinate benefits enrollment and assist employees with inquiries.
- Train new staff on payroll procedures and software usage.
- Collaborate with finance to resolve discrepancies in payroll processing.
- Answering questions and resolving issues regarding payroll.
- Conducted periodic audits of payroll data to ensure accuracy of payments and deductions.
- Assist in audits by providing necessary documentation and reports.
- Communicated regularly with internal departments such as Human Resources or Accounting about changes impacting payroll calculations or deductions.
- Assisted with the preparation of biweekly payroll reports for management review.
- Analyzed employee time records to determine eligibility for overtime pay according to company policies.
- Performed research into discrepancies between actual hours worked by employees versus what was documented in the HRIS system.
- Managed payroll taxes and deductions, including 401 contributions, health insurance premiums, garnishments.
- Entered corrected records into software and added additional adjustments.
- Developed procedures for processing retroactive wage adjustments, addressing errors or missed payments effectively.
- Organized and maintained payroll files for over 500 employees to ensure accurate recordkeeping.
- Reviewed employee timecards for accuracy before submitting them for approval.
- Implemented new processes and technologies to enhance departmental efficiency and streamline payroll operations.
- Coordinated with external vendors providing services related to payroll processing such as direct deposit setup or third party benefits administration.
- Extracted information from payroll system and generated reports for various departments and vendors.
- Processed employee rehires, transfers, terminations and withholdings.
- Processed employee rehires, transfers, terminations and withholdings.
Customer Service Representative
Verizon Connect
Sacramento, CA
10.2019 - 02.2020
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Providing customers with the organization's service and product information.
- Documented customer interactions in CRM system, facilitating improved follow-up and service continuity.
- Managed customer accounts with internal software tools, ensuring data accuracy and reliability.
- Identified and escalated priority issues to high-level management for timely resolution.
- Identified issues with tracking devices and resolved them promptly.
- Trained new staff on customer service protocols and best practices.
- Research required information using accessible resources.
Training Specialist
Maximus
Sacramento, CA
06.2019 - 09.2019
- Develop annual training program and create teaching plans to align with organizational goals
- Identify training needs by evaluating strengths and weaknesses
- Translate requirements into trainings that will groom employees for the next step of their career path
- Facilitated training courses aimed at employee development
- Directed structured learning experiences and monitored quality results.
- Evaluate training effectiveness to ensure skills and techniques are applied in employee work behavior
- Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
Education
High School Diploma -
Foothill High School
Sacramento, CA06-2004
Some College (No Degree) - Business Management
Lincoln University
Jefferson City, MOSkills
- Call handling
- Customer communications
- Inbound phone calls
- Client communication
- Customer account updates
- Appointment scheduling
- Payment processing
- Quality assurance controls
- Resolving issues
- Database management
- Reporting documentation
- Data gathering
- Payroll processing
- Financial reporting
- Office Suite proficiency
- Productivity software
- Word processing skills
- Computer literacy
- Attention to detail
- Time management
- Problem solving
- Employee relations
- Relationship management
- Training development
- Case management
- Word processing skills
- Computer literacy
Certification
Driver's License
Timeline
Contact Center Representative
Sacramento Housing and Redevelopment Agency
09.2025 - Current
Finance Specialist
Sacramento Housing and Redevelopment Agency
02.2022 - 09.2025
Payroll Coordinator
Omega Comp HR
02.2020 - 02.2022
Customer Service Representative
Verizon Connect
10.2019 - 02.2020
Training Specialist
Maximus
06.2019 - 09.2019
High School Diploma -
Foothill High School
Some College (No Degree) - Business Management
Lincoln University