Iesha Matthews
Atlanta,GA
Summary
Payroll professional skilled at keeping payroll operations moving smoothly. Well-versed in handling records for as many as 5,000 hourly and salaried workers. Skilled in compiling statistics, identifying issues and developing solutions.
Overview
14
14
years of professional experience
Work History
Employee Benefits Specialist
Fulton County Government Center
12.2022 - Current
- Process replacement of Marta transportation cards; assist with troubleshooting of cards and serve as liaison between Marta and Fulton County.
- Checked employees' benefits enrollment for accuracy and inputted all data into CGI Advantage System.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Assisted new hires with onboarding paperwork related to direct deposit setup, tax forms, and benefit enrollment.
- Provided exceptional customer service by promptly addressing employee inquiries regarding payroll matters, fostering a positive working environment.
- Assisted in the preparation of year-end tax forms, including W-2s and 1099s, for timely distribution to employees.
- Provided support during financial audits by preparing relevant documentation related to payroll transactions.
- Participated in payroll software updates, testing new features to maximize departmental efficiency.
- Completed bi-weekly payroll for over 5,0000 employees.
Customer Service Rep / Associate Client Support Consultant
ADP
10.2022 - 12.2022
- Troubleshooting and ask probing questions to resolve payroll issues and desktop support.
- Maintained up-to-date knowledge of customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
Financial Services Technician
City of Forest Park
04.2022 - 08.2022
- Processed variety of documentation associated with financial operations of assigned function, within designated timeframe and per established procedures.
- Responsible for city fees/services, such as utility services, ambulance services, business license fees, alcohol license fees, property taxes, citations, false alarms fines, yard sale fees; post payments into computer and to appropriate accounts, make bank deposit runs.
- Processes documentation pertaining to accounts payable; reviews invoices, court orders, or other payable documents for accuracy.
- Performs variety of general accounting/bookkeeping functions, such as preparing journal entries, balancing cash, maintaining financial records, generating reports
- Maintains confidentiality of departmental issues and documentation.
- Recorded, interpreted and communicated financial data and plans using Energov, Tyler Communications.
- Enhanced financial reporting accuracy by streamlining data collection and analysis processes.
Tax/Tag Clerk
Fulton County Government Center
04.2019 - 03.2022
- Demonstrated superior customer service and professionalism at all times, working to resolve any issues/ concerns in order to retain loyal business.
- Quality check all documents for accuracy and data integrity, receiving and reviewing property tax payments, fines and fees.
- Proficient navigation through assigned systems to complete established tasks.
- Ensured smooth workflow by effectively managing multiple tasks simultaneously without compromising on quality or attention to detail.
- Research and resolve complex tax issues, obtaining needed information and processing within established deadlines.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Support Team Member
Vericheck/general Credit Services
10.2017 - 01.2018
- Answered multi- line phone system.
- Cultivated strong working relationships with other industry executives & maintained exceptional client relationships.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Performed wide-ranging administrative, financial and service-related functions.
- Enhanced customer satisfaction by addressing and resolving technical issues promptly.
Member Service Representative
Member Savings Credit Union
09.2016 - 12.2016
- Became lead "go-to" person for new reps and particularly challenging calls as one of company's primary mentors/trainers of both new and established employees.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Processed large amounts of data for cross service opportunities to maximize consumer loan growth for organization.
- Demonstrate teamwork by assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Teller
Chase Bank
11.2015 - 09.2016
- Performed as team member in cross-selling bank products to customers at every opportunity to meet sales goals regarding accounts, credit cards, and loans.
- Resolved product or service problems by clarifying customer's complaint; determined cause of problem; selected and explained best solution to solve problem; expedited corrections or adjustments; and followed up to ensure resolution.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Sales Associate
Old Navy
09.2010 - 05.2016
- Exceeded sales and promotional goals consistently.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
High School Diploma -
Booker T. Washington High School
Atlanta05.2004
Skills
- Conflict resolution techniques
- Continuous learning mindset
- New employee enrollment
- New employee orientations
- Payroll coordination
- Documentation And Reporting
- Highly skilled in CGI Advantage, ESS system, Tyler Communications, ADP and Energov
- Teamwork and Collaboration
- Problem-solving abilities
- Attention to Detail
- Excellent Communication
- Adaptability and Flexibility
Timeline
Employee Benefits Specialist
Fulton County Government Center
12.2022 - Current
Customer Service Rep / Associate Client Support Consultant
ADP
10.2022 - 12.2022
Financial Services Technician
City of Forest Park
04.2022 - 08.2022
Tax/Tag Clerk
Fulton County Government Center
04.2019 - 03.2022
Support Team Member
Vericheck/general Credit Services
10.2017 - 01.2018
Member Service Representative
Member Savings Credit Union
09.2016 - 12.2016
Teller
Chase Bank
11.2015 - 09.2016
Sales Associate
Old Navy
09.2010 - 05.2016
High School Diploma -
Booker T. Washington High School
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