GeRod Singleton

• Direct initiatives to improve work environment, company culture or overall business strategy.
• Supervise operations staff and kept employees compliant with company policies and procedures.
• Reduce financial inconsistencies while assessing and verifying billing invoices and expense reports.

Assist funeral homes improve operations, financial management, people development and customer service

• Business Plan Development, Financial Management, Bookkeeping, Accounting and Succession Planning Service to Funeral Homes
• Create annual budgets, financial forecasts and performance goals, to drive activities to increase call volume, cash flow and revenue
• Monitor financial performance and planned strategies for achievement
• Monitor and evaluated competitive market and recommended strategic adjustments to goods and services
• Current in industry and market trends to recommend changes to maximize perceived value to client families
• Assist owners make appropriate sustainable business decisions
• Provide OSHA and FTC training to ensure business offices and facilities are compliant
• Funeral home business office setup and automation
• Implementation of pre-need funeral programs
• Implementation of after-care family support and outreach services
• Seminar Presenter / Facilitator – for Funeral Service Continuing Education Credits (National Funeral Directors & Morticians Association and various State Funeral Directors & Mortician Associations)
• In-person and online tutoring for mortuary school comprehensive examinations
• In-person and online prep classes for Funeral Service National Board Exams.

• Leveraged strong analytical and problem solving skills to efficiently troubleshoot and resolve client’s payroll and payroll tax problems, quickly and accurately
• Provided clients with regular and timely request updates, reducing critical situations and completing action plans
• Maintained highest level of client satisfaction
• Prioritized work using internal guidelines, and shift focus as priorities change throughout work day
• Documented thorough steps and procedures used to diagnose and resolve all payroll and payroll tax requests into appropriate service tools
• Assisted with wide variety of operational projects including: Onboarding new clients
• Enhanced customer support experience
• Optimized internal processes and procedures
• Tested systems prior to upgrades
• Educated customers on products/services teaching them regarding functionality in products purchased and sharing with them information about products that can improve their HCM experience
• Supported job functions of all Ceridian DayForce Clients.

• Supervision of 16 - Advanced Level HR and Payroll Client Service Analysts
• Met monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics
• Monitored and evaluate agent daily performance, including call/email and after- work monitoring (using call recording and quality assurance applications), monitor case resolution, review productivity and attendance reports, and coach staff members to improve performance
• Supported formal agent performance reviews, including annual goal setting, performance development plan, mid-year performance review, and final year end performance review
• Reported, analyzed and resolved system, customer and operational issues that impact service quality
• Strived to provide all customers with outstanding customer experience
• Build, established and maintained open lines of communication with agents, peers, trainers, managers, QA specialists, and other ancillary areas of company to facilitate problem resolution
• Assisted in administering team attendance records, salary plans, vacation and staffing schedules and forecasts
• Built and maintained positive working environment that attracts and retains high quality staff
• Performed live monitoring of agents, feedback for on-the-spot performance, and assist CSAs struggling with calls
• Prioritize team’s work, including internal service requests, escalations, and client remediation efforts
• Supported service model by ensuring clients were following established paths for request resolution
• Acted as customer advocate by researching and resolving complex customer concerns in accurate and timely manner
• Assisted Senior Manager in counseling and disciplining employees as necessary
• Planned, monitored and evaluate employee job performance, and assist manager in conducting performance appraisals
• Created and presented education and/or training relating to changes in policies or procedures, projects, software enhancements, etc
• Determined distribution methods via established processes.

• Maintained exemplary relationship with Ceridian HR/PR clients, pro-actively engaging each call ensure top-level customer service
• Assumed ownership for all inquiries made by clients and determined most effective method of resolution regarding clients’ payroll related issues
• Assisted other Level 2 team members who are working on challenging payroll and payroll tax cases and/or clients who require more than usual resolution times
• Assisted management with resolution of client payroll escalations.

• Performed industry standard duties of Licensed Funeral Directors & Embalmers.
• Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
• Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
• Discussed pre-arranged funeral options and explained pricing to clients.
• Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
• Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
• Displayed highest level of professionalism and sensitivity when dealing with grieving family members.

• Performed industry standard duties of Apprentice Funeral Directors & Embalmers.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Performed industry standards for duties of Funeral Service Assistant
• Worked with leadership to develop annual business plans, budgets and financial, production and revenue goals
• Monitored financial goals and planned strategies for achievement
• Kept current in industry finances and how daily activities impact overall financial outcomes
• Helped owners make appropriate sustainable business decisions
• Processed all A/P and A/R including Payroll.

• Certified Instructor of Enterprise HRMS and Report Smith products to ADP clients and Associates
• Facilitation of training classes to Directors, C-Level Executives, Managers and departmental payroll personnel.

• Maintained an exemplary relationship with Enterprise and HRizon clients, proactively contacting them to ensure top-level service
• Assumed ownership for inquiries made by the client, and determined the most effective method of resolution regarding clients’ payroll related issues
• A member of the 2002 year-end team, led by June Echols; testing, preparing and ensuring the delivery of forms W-2s and 1099 for Enterprise and HRizon clients.

• Provided quality assurance of Payroll Software, which calculates all payroll taxes for all applicable state and local tax jurisdictions, American Samoa, Guam, Puerto Rico, Virgin Islands, and Northern Mariana Islands
• Trainer for New Software Payroll and Reporting Tax Application, to internal associates and BSI customers, at all organizational levels including, Directors, C-Level Executives, and Managers who came in for Payroll Tax Training
• Wrote first BSI Training Manual used for In-House Customer Training of Report Factory (Tax filing) and Payroll Tax (calculation) solutions
• Wrote Specifications for developers to create multi-state and local payroll tax calculations and ACH Credit and Debit files to impound and remit tax liabilities to tax jurisdictions
• Demonstrated and trained BSI products and facilitated question/answer forums at trade shows and BSI’s home office, to Directors, C-Level Executives, Managers and clients’ departmental payroll personnel.

• Registration of multistate payroll tax accounts and local payroll tax accounts for new bank acquisitions
• Researched payroll tax filings discrepancies and work with tax authorities to resolve
• Completion of Monthly, Quarterly, and Annual Payroll Tax Reports for all applicable state and local tax jurisdictions
• Semi-Weekly, Monthly, and Quarterly audits of EFT Transactions for income tax withholding deposits to all applicable state and local tax collectors.

• Performed the industry standard duties of a Funeral Service Assistant
• Performed the industry standard duties of a Funeral Home Office Manager.

• Supervised three employees with processing of Payroll for 100 Companies
• Monthly Reconciliation of Master Payroll Accounts
• Consulted with new clients; Directors, C-Level Executives, Managers and key payroll department decision makers, assessing their needs and making payroll solution recommendations to fit those needs.

• Performed industry standard duties of Funeral Service Assistants.