Cassandra Dunn

• Managed collection activities for outstanding accounts with professionalism.
• Communicated effectively with clients to resolve payment issues.
• Utilized internal systems to track account status and payments.
• Documented interactions and updates in the client database accurately.
• Educated clients on payment options and account details clearly.
• Created repayment plans based on account holders' financial status and repayment abilities.
• Processed payments over phone and set up recurring drafts.
• Assisted customers with inquiries regarding billing statements and account status.
• Reached out to customer to pursue payments, remind of obligations and discuss default procedures.
• Followed fair debt practices and regulatory guidelines when managing collections process.

• Processed payroll for employees using advanced payroll software.
• Maintained accurate employee records and updated personal information promptly.
• Assisted in resolving payroll discrepancies and employee inquiries efficiently.
• Generated payroll reports for management review and auditing purposes.
• Managed timekeeping systems to track employee hours and attendance accurately.
• Implemented payroll procedures to enhance efficiency and accuracy of processes.
• Provided information by answering employee questions about payroll-related matters.
• Performed administrative tasks such as filing, copying, scanning. for the Payroll Department.
• Verified employee hours worked against timesheets provided by supervisors.
• Tracked vacation accruals and sick leave balances for all employees.
• Processed employee rehires, transfers, terminations and withholdings.

• Owns the processing and accuracy of payroll and time entry management. Performs reconciliation of timesheetswith sign in/sign out reports, FMLA/LOA/ADA reports. Responsible for monitoring callouts, attendance tracker and UAPs (unscheduled absence points). Takes a consultative approach to problem solving to resolve
• Ensured compliance with federal and state payroll regulations and company policies.
• Managed payroll system updates and resolved system-related issues promptly.
• Collaborated with HR to validate employee data for accurate payroll calculations.
• Trained staff on payroll procedures and best practices for efficiency.
• Reviewed and approved timekeeping records to maintain accuracy in payroll entries.
• Coordinated the implementation of new systems or changes to existing systems that affect payroll processing.
• Assisted managers in resolving personnel issues related to wages or salaries.
• Worked closely with Human Resources team members on special projects as needed .
• Provided support for employees on all aspects of payroll functions such as deductions, taxes, benefits.
• Resolved complex payroll issues promptly by researching discrepancies and collaborating with other departments as needed.
• Developed and implemented new policies and procedures related to payroll processes.

• Managed customer retention initiatives to enhance loyalty and satisfaction.
• Trained team members on effective communication and conflict resolution techniques.
• Analyzed customer feedback to identify trends and improve service offerings.
• Developed reports on retention metrics to inform strategic decision-making.
• Assisted customers in navigating service options to meet their needs effectively.
• Utilized various software and tools to streamline processes and optimize performance.
• Assisted with customer requests and answered questions to improve satisfaction
• Coaching, inspiring, motivating, guiding, and developing a team of customer experience agents that are focuse on retaining customers who request to disconnect or downgrade services.

• Managed customer inquiries to enhance satisfaction and retention.
• Resolved issues through effective communication and problem-solving techniques.
• Collaborated with cross-functional teams to streamline service processes.

● Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with customers. Owns the processing and accuracy of payroll and time entry management

● Implement Customer retention strategies to increase Loyalty and Retain Customer Business

Responsible for retaining customers who request to disconnect, or downgrade

services/ensure at risk customers are satisfied.

● Re-builds the customer relationship by reselling the benefits and value of Comcast’s products and services along with identifying their unstated needs, selling any missing lines of business to the customer.

● Positively positions products against competitive offerings, relates well to the customer, exercises sound judgment within the scope of their empowerment and acts in the best interest of both the customer and

company.