Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Herman Gaymon

Tampa,FL

Summary

Experienced professional with over 20 years of expertise in due diligence auditing within a commercial banking environment. Known for establishing clear audit guidelines and defining audit scopes, resulting in efficient and effective processes. Skilled in fostering open communication with colleagues and clients, delivering concise reports, and actively tracking and testing implemented solutions. Demonstrates reliability and focus through numerous E.O.M awards, showcasing a commitment to excellence. Energetic and dedicated to identifying discrepancies and providing realistic solutions. Professional call center customer service representative committed to providing courteous, prompt, detailed, and accurate support. Experienced in managing outbound and inbound calls, handling emergency issues with patience and tact. Detail-oriented team player with strong organizational skills, able to handle multiple projects simultaneously with a high degree of accuracy. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving abilities. Hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position and contribute to the team's success in achieving company goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Inbound Customer Service Representative

MOHELA
07.2023 - 03.2024
  • As a Customer Service Representative (CSR) at MOHELA, you'll handle customer inquiries across various functional areas
  • These inquiries may come through multiple channels, including phone, email, chat, SMS, and back-office processing
  • Your primary goal will be to provide quality services in a professional, friendly, efficient, and accurate manner while addressing all customer inquiries and processing tasks1.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
  • Answered over calls per shift to meet fast-paced call center demands.
  • Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Payroll Specialist

Simplified Employer Solutions
02.2023 - 05.2023
  • Assembling reports of company earnings, taxes, deductions, leave, disability payments, and nontaxable wages
  • Preparing year-end employee tax slips or forms, and submitting government filings to meet deadlines
  • Maintaining confidential information by adhering to legal and ethical standards
  • Working with cross-functional stakeholders to ensure benefits and payroll services are delivered
  • Monitoring and analyzing expenses against the payroll budget to help prepare cost forecasts and budgets
  • Ensuring databases are set up and reflect the current employee base, including salaries, hourly wages, benefits, and pension percentages
  • Also learn the work logic system
  • Documenting financial transactions
  • Completing company tax returns
  • Engaging in bookkeeping
  • Ensuring legal compliance
  • Performing reconciliation of credit card and bank accounts
  • Conducting annual audits of the company's finances
  • Reviewing financial reports
  • Providing finance and accounting support to departments within a company
  • Preparing budgets for the company and specific departments
  • Collaborating with departments to review financial information
  • Strong mathematical abilities
  • Analytical skills to evaluate accounting methods and reporting
  • Familiarity with accounting applications in various business settings.
  • Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Resolved payroll discrepancies quickly and successfully.
  • Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
  • Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
  • Created new hire and termination documents for payroll.
  • Maintained strict confidentiality of all payroll information and records.
  • Managed payroll data entry and processing for employees to comply with predetermined company guidelines.
  • Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
  • Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
  • Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
  • Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
  • Managed garnishments, levies, and support orders in accordance with legal requirements, reducing company liabilities.
  • Facilitated smooth onboarding of new hires by efficiently entering relevant data into the payroll system.
  • Ensured compliance with federal, state, and local tax regulations through meticulous record-keeping and accurate reporting.
  • Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
  • Conducted regular reconciliations of general ledger accounts related to payroll transactions for accurate financial reporting purposes.
  • Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
  • Reviewed time records for employees to verify accuracy of information.
  • Oversaw the transition to a new payroll software platform, minimizing downtime during implementation phase.
  • Optimized workflow processes within the department to improve overall productivity while maintaining quality standards.
  • Completed payroll accurately and timely to meet employee expectations.
  • Responded to employee questions and requests for information in timely and knowledgeable fashion.
  • Audited timesheets and payroll records for accuracy.
  • Maintained employee confidence and protected payroll operations by keeping information confidential.
  • Updated employee files with new details such as changes in address or salary levels.
  • Reconciled payroll discrepancies and responded to inquiries from employees.
  • Processed manual checks for employees in accordance with company policies.
  • Prepared and submitted payroll taxes and reports to regulatory agencies.
  • Managed and updated employee benefits information.
  • Assisted with recruitment and onboarding of new employees.
  • Maintained employee privacy and protected payroll operations by keeping all information confidential.
  • Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.

Project Specialist

Wipro Limited - Gate 1
08.2022 - 10.2022
  • As an Inbound Customer Care Representative, you will be answering inbound calls from individuals who have student loans with this company
  • You will deliver a unique customer service experience utilizing your effective questioning and listening skills to determine the customer's needs and concerns, and ensuring a high level of customer satisfaction
  • This will involve providing excellent customer service support, and answering calls to properly handle account requests
  • Processing applications may take place based on phone volume
  • We are looking for individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis
  • You should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment
  • It is also vital that you display exceptional verbal and written communication, interpersonal and active-listening skills and attention to details.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality output.
  • Established clear lines of communication between all parties involved in projects, preventing misunderstandings or miscommunications from jeopardizing outcomes.
  • Improved project efficiency by streamlining communication and collaboration among team members.
  • Maintained detailed documentation of project progress, facilitating smooth handovers and seamless transitions between phases.
  • Developed and implemented project plans, resulting in successful project execution.
  • Enhanced client satisfaction by delivering projects on time and within budget constraints.
  • Reduced costs by identifying areas for improvement and implementing cost-saving measures.
  • Analyzed project performance data to identify areas of improvement.

Night Auditor Supervisor

Clarion Hotel & Conference Center
03.2006 - 02.2022
    • Supported management through risk identification, control testing and process improvement procedures
    • Supervised and coordinated projects for external auditors and examiner evaluations
    • Analyzed and reviewed cost reports and communicated final results to suppliers
    • Reported internal control issues to management and supplied comprehensive recommendations to mitigate the associated risks
    • Communicated audit results to upper management through written reports and oral presentations
    • Gathered data for internal audits through interviews, financial research and downloads
    • Articulated audit findings, risks and detailed recommendations to upper management
    • Reduced external audit fees by 5% each year through careful management of resources
    • Also have knowledge of postmaster and choice advantage systems
    • Experience processing payroll, customer service skills, comprehensive written and communication skills, and experience in Word, Excel and Outlook.
    • Ensured timely completion of daily audit tasks, contributing to the hotel''s financial stability and success.
    • Promoted a positive work culture among overnight staff, leading by example in terms of professionalism, teamwork, and dedication to guest satisfaction.
    • Coordinated employee scheduling for overnight shifts, ensuring adequate staffing levels while minimizing labor costs where possible.
    • Facilitated smooth transitions between shifts by effectively communicating pertinent information to incoming team members at shift changeovers.
    • Mentored and trained new night auditors, fostering a productive work environment with well-equipped staff members.
    • Maintained a safe and secure environment both for guests and staff by adhering to hotel safety protocols and monitoring security systems throughout the night.
    • Prepared comprehensive reports for management on nightly operational performance, enabling informed decision-making regarding future strategies and improvements.
    • Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
    • Handled sensitive guest information securely, maintaining privacy and trust between the hotel and its clientele.
    • Streamlined night audit operations for improved efficiency and accuracy in financial reporting.
    • Identified opportunities for cost savings in night audit processes, maximizing profitability through efficient resource allocation.
    • Developed strong relationships with other departments, facilitating effective communication and teamwork across the hotel''s operations.
    • Enhanced guest satisfaction by efficiently managing night audit processes and resolving customer issues promptly.
    • Collaborated with management to implement new policies and procedures, boosting overall operational effectiveness.
    • Conducted thorough reviews of daily transactions, ensuring accuracy in all financial records for the hotel.
    • Analyzed revenue data to identify trends and potential areas for improvement, supporting the hotel''s long-term growth goals.
    • Addressed any discrepancies in financial records swiftly to maintain accurate accounting practices within the hotel.
    • Assisted guests with check-in and check-out processes, ensuring a seamless experience during their stay at the hotel.
    • Contributed to the development of training materials for new night auditors, ensuring a consistent approach to onboarding across the team.
    • Troubleshot technical issues with reservation software as needed, preventing delays in guest services or inaccuracies in billing information.
    • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
    • Oversaw night auditing of daily room occupancy and hotel revenue.
    • Entered customer data into room system and updated information whenever patrons changed rooms.
    • Looked over pending check-ins and payment processes to complete closing procedures.
    • Generated and printed daily financial reports to track hotel performance.
    • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
    • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
    • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
    • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
    • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
    • Collaborated with team members to handle guest requirements from check-in through check-out.
    • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
    • Updated customer accounts with add-on room charges, minibar use, and room service bills.
    • Entered and updated sensitive customer information during check-ins and room changes.
    • Kept accounts in balance and ran daily reports to verify totals.
    • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
    • Fostered safe lodging environment with reliable and effective security services.
    • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
    • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
    • Created and managed accurate occupancy forecasts and budgets.
    • Supervised team of front desk agents and helped to resolve issues arising during shifts.
    • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
    • Evaluated and promptly resolved lodging facility operational issues.
    • Oversaw day-to-day operations of -room hotel with staff of employees.
    • Implemented successful strategies to increase customer satisfaction.
    • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
    • Greeted and assisted guests by gathering information pertaining to reservations or requests.
    • Hired and trained new employees, demonstrating best methods for serving clients and guests.
    • Established and upheld high standards, promoting great customer service and assistance to guests.

Education

Some College (No Degree) -

Pennsylvania Higher Education
1200 N 7th St, Harrisburg, PA 17102

High School Diploma -

Furman High School
3400 Bethel Church Rd, Sumter, SC 29154
01.1983

Skills

  • Accounts Payable (AP)
  • Account Reconciliation
  • Customer Relationship Management (CRM)
  • Process Improvement
  • Procurement
  • Project Management
  • Hospitality
  • Hospitality Industry
  • Consulting
  • Helping Clients
  • Inbound sales
  • High-volume call centers
  • Computer Skills
  • Call center experience
  • Technical Troubleshooting
  • Customer Focus
  • Complaint Handling
  • Customer Service
  • Problem-solving skills
  • Call Center Customer Service
  • Resolving issues
  • Customer communications
  • Verbal and written communication
  • Inbound phone calls
  • Cash Handling
  • Answering questions
  • Customer Support
  • Communicating with clients
  • Gathering information
  • Data Entry
  • Customer service optimization
  • Interpersonal Skills
  • Customer Relationship Management
  • Quality Control
  • Training experience
  • Complaint resolution
  • Payment Processing
  • Call Control
  • Quality Assurance
  • Calm disposition
  • Performance monitoring
  • Logging call information
  • Inbound Phone Call Management
  • Performance Improvement
  • Sales expertise
  • Data Gathering
  • Technical Support
  • Account Management
  • Report Preparation
  • Database Research
  • Prospecting skills
  • Delivery Tracking
  • Quality Assurance Controls
  • Record preparation
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Customer service excellence
  • Active Listening
  • Decision-Making
  • Problem Resolution
  • Customer Relations
  • Microsoft Office

Certification

Employee of the Month - Choice University

Timeline

Inbound Customer Service Representative

MOHELA
07.2023 - 03.2024

Payroll Specialist

Simplified Employer Solutions
02.2023 - 05.2023

Project Specialist

Wipro Limited - Gate 1
08.2022 - 10.2022

Night Auditor Supervisor

Clarion Hotel & Conference Center
03.2006 - 02.2022

Some College (No Degree) -

Pennsylvania Higher Education

High School Diploma -

Furman High School

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Herman Gaymon