Duena Hellems
Maricopa,AZ
Summary
Dynamic Payroll Coordinator with DaVita, skilled in bi-weekly payroll processing and employee relations. Achieved a significant reduction in payroll errors through meticulous audits and streamlined data entry. Proven ability to lead teams and enhance customer satisfaction, ensuring compliance with regulations while fostering a positive work environment.
Overview
13
13
years of professional experience
Work History
Payroll Coordinator
DaVita
Federal Way, WA
05.2023 - 03.2025
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Completed biweekly payroll for 5,000 employees.
- Reduced payroll errors by diligently auditing employee timecards and promptly addressing discrepancies.
- Provided backup support for fellow team members during peak periods or absences, ensuring uninterrupted payroll processing continuity.
- Streamlined payroll processing by implementing efficient data entry and verification procedures.
- Collaborated with HR department to maintain accurate employee records, ensuring seamless integration with the payroll system.
- Maintained confidentiality of sensitive employee information by adhering to strict data protection policies and procedures.
- Partnered with external auditors during periodic reviews, providing necessary documentation to ensure clean audit results related to payroll transactions.
- Maintained compliance with federal and state regulations by staying up-to-date on labor laws and tax codes related to payroll.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Managed payroll data entry and processing for 5000 employees to comply with predetermined company guidelines.
- Coordinated bi-weekly payroll for up to 5000 personnel.
- Safeguarded company funds by conducting thorough audits of payroll registers before submission for final approval.
- Improved employee satisfaction with timely resolution of payroll inquiries and concerns, fostering a positive work environment.
- Resolved payroll discrepancies quickly and successfully.
- Created new hire and termination documents for payroll.
- Maintained strict confidentiality of all payroll information and records.
- Provided customer service to employees regarding payroll inquiries and issues.
- Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Payroll Call Center Representative
DaVita
Federal Way, WA
10.2011 - 05.2023
- Optimized onboarding process via comprehensive training in timekeeping and payroll guidelines.
- Ensured accurate payroll disbursements by closely monitoring tax deductions, benefit deductions, and garnishments.
- Coordinated efforts between multiple departments during company-wide initiatives affecting employee compensation, such as merit increase or bonus payouts programs implementation.
- Maintained compliance with federal, state, and local payroll regulations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Education
Certificate Of Technical Studies - Health Care Administration
Clover Park
Lakewood, WAHigh School Diploma - General Studies
Lincoln High
Tacoma, WASkills
- Bi-weekly payroll processing
- Data entry
- Recordkeeping skills
- Employee relations
- Payroll processing
Timeline
Payroll Coordinator
DaVita
05.2023 - 03.2025
Payroll Call Center Representative
DaVita
10.2011 - 05.2023
Certificate Of Technical Studies - Health Care Administration
Clover Park
High School Diploma - General Studies
Lincoln High