Gustavo A. Torres

• As part of the Payment Services Launch Team, the PS Launch Rep III is the primary PS implementation project contact who completes tasks and coordinates with the other internal partners implementing the customer
• Coordinates the tax, garnishment and employee pay implementation deliverables through the life of the project
• Manages projects that range from low to medium complexity and handles escalations of the same level
• Handles specific implementation tasks such as bank setup and testing, garnishment testing, the collection of customer authorization documentation and sign offs
• May encompass the Level II Payment Services Launch Rep responsibilities
• Maintain close and consistent communication with customers, internal business partners and third parties to ensure all activities for the PS implementation are completed in conjunction with the other USG products and services to meet target launch dates
• Using Payment Services implementation methodology, coordinate all aspects of the Payment
• Services launch assignments and ensures compliant customer set up prior to activation
• Develops positive relationships with each customer
• Sets clear expectations, communication potential consequences and hold customers accountable
• Partner with customer to resolve concerns in a timely manner.
• Prepare customers for their responsibilities once they are live and transitioned to Customer Support.
• Work on stretch assignments and other duties as assigned.

• Manage the flow of day-to-day operations
• Develop strategies for team members to better reach project goals
• Assign tasks to team members and set deadlines
• Communicate clear instructions to team members
• Provide subject matter expertise to team members
• Manage Team meetings
• Help team members with escalated issues
• Listen to team members’ feedback and resolve any issues
• Suggest and organize team building activities

• Provide the day to day support for an identified group of UltiPro Tax Filing Service customers
• Follow-up on Salesforce Cases for tax inquires through resolution
• Maintain customer master data, including jurisdictional data
• Ensure accurate data maintenance to avoid discrepancies that result in late payments and/or failure to file returns accurately
• Handle customer escalations and provide critical care support as necessary
• Works with customers to ensure required legal and Tax Filing Service forms are signed and filed with appropriate taxing authority
• Handle or initiate customer escalations regarding tax issues
• Work with the appropriate team members to timely address and resolve issues relating to tax inquiries, amendments, tax notices, reconciliation discrepancies, and quarter-end or year-end issues to avoid or minimize late penalties and interest changes
• Conduct and/or participate in Client Conference Calls to address service issues, research, and resolve tax issues
• Conduct training for new and existing clients on procedures, processes, and systems
• Create Salesforce Knowledge Articles to support the team
• Maintain the Ultimate Software support methodology and best practices
• Provide after-hours support and act as department liaison as needed
• Build and maintain strong peer relationships within the team and across the organization

• Payroll tax filing related work
• Serve the needs of a clientele base composed of several hundred clients communicating to them via phone, e-mail and faxes by answering to concerns about funding issues, preparing Tax Summary Reports, setting up tax codes, submitting tax rate changes, etc
• Respond and resolve agencies’ inquiries
• Prepare amended returns
• Responsible for the quarterly and annually reconciliation of clients payroll taxes
• Assigned to the Monthly Status
• Report special project

• Payroll related duties
• Run weekly payroll for an average of 200 employees
• Distribution of paychecks
• Writing manual checks
• Voiding checks
• Weekly preparation of the New Hire report
• Accounts Receivable duties
• Light collections
• Respond to employment verification inquiries.

• Service related work
• Tend to the needs of both external and internal clients
• Internal clients being management and fellow employees, external clients being contractors and material distributors
• Helping with administrative duties including purchase orders and billing of materials, payroll duties like the collection of time cards from employees and the distribution of pay checks
• Representing Pennacchio Tile Inc in meetings with contracting companies when management is unable
• Responsible for the picking up materials from distributors and delivering them to the different job sites

• Payroll tax filing related work
• Serve the needs of a clientele base composed of several hundred clients communicating to them via phone, e-mail and faxes
• Respond and resolve agencies’ inquiries
• Prepare amended returns on clients’ behalf
• Responsible for the quarterly and annually reconciliation of the clients’payroll taxes
• Assigned the responsibility of quality assurance as a Quarter End Coordinator
• Once a member in the Tax Statement Improvement
• Project team. Twice winner of the Ceridian Star Award, and the Vice President’s Award of Excellence for excellent customer service.

Accounting work, cash-expenditure reconciliation, financial analysis, financial statement preparation, preparation and posting of journal entries into an on-line computerized accounting system, budget analysis, audit procedures, fixed assets analysis

• Office work, completing computer projects, data entry, faxing, answering phones, making photocopies, helping students.