Lynda Kennedy
Spring Branch,TX
Summary
Intelligent Service Delivery Manager with 16 years of experience across multiple industries including Human Resources, Talent Acquisition, Payroll Administration, and Operational Infrastructure. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Part Time Curbside Associate
H.E. Butt Grocery Company
09.2023 - Current
- Enhanced customer satisfaction by providing efficient and accurate curbside shopping services.
- Expedited order processing by swiftly locating and gathering requested products from the store shelves.
- Ensured safety and quality control by double-checking orders before delivering them to customers'' vehicles.
- Strengthened customer loyalty by providing personalized service, addressing concerns, and resolving issues promptly.
- Managed high volumes of orders during peak times, prioritizing tasks to maintain efficiency and accuracy.
- Reduced wait times for customers by closely monitoring order status updates and promptly preparing items for pickup.
- Balanced multiple tasks simultaneously while remaining focused on providing excellent customer service in a high-pressure environment.
- Adhered to store policies and procedures, ensuring compliance with safety guidelines and food handling best practices.
- Served as an ambassador for the store brand by consistently delivering friendly, professional service that exceeded customers'' expectations.
- Tracked substitutions and informed customers of changes.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Contributed to team objectives in fast-paced environment.
- Presented professional image consistent with company's brand values.
Program/Project Senior Manager
Accenture - BPO Run - Talent Acquisition Services
03.2022 - 04.2023
- This Talent Supply / Demand Leader is accountable for the overall execution and service delivery of Talent Forecasting, Process Excellence, Automation, Analytics and other Supply / Demand management activities as well as recruiting delivery within the scope of this deal.
- Accountable for connecting with Client Industrial Engineering, HR and Talent CoE and other entities that can assist in predicting talent demand
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Evaluated hiring, firing, and promotions requests.
- Developed proposals and presentations for internal and external audiences.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Produced staffing matrix to provide adequate coverage of department.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- This position directs a team of talent supply / demand, forecasting, analytics and process and automation experts to bring innovation as well as talent acquisition delivery predictability.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Served as a role model within Accenture HR Services
- Provides education/guidance to senior client and/or internal management, and industry/business community and may identify business development opportunities at assigned client and communicates to senior management.
Program/Project Manager
Accenture - BPO Run – Insurance Services
02.2021 - 03.2022
- Responsible for end to end service delivery management of one or more deals for Intelligent Operations The Client Service Delivery Lead role will oversee the Certification team ensuring adherence to overall service delivery and SLAs
- They will supervise a global delivery team, build client partnerships and manage account escalations
- They will develop short and long-term strategies for service delivery, innovation, continuous improvement, and key leadership initiatives.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Facilitated change management processes within organizations by effectively communicating benefits of new systems or processes being introduced during projects.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project progress, identified risks and took corrective action as needed.
Program/Project Manager
Accenture - BPO Run - Talent Aquisition Services
07.2020 - 02.2021
- This Talent Supply / Demand Leader is accountable for the overall execution and service delivery of Talent Forecasting, Process Excellence, Automation, Analytics and other Supply / Demand management activities as well as recruiting delivery for this talent acquisition client.
- Developed strong client relationships resulting in additional scope of work and increased revenue.
- This position directs a team of talent supply / demand, forecasting, analytics and process and automation experts to bring innovation as well as talent acquisition delivery predictability to UPS
- Acts as a role model within Accenture HR Services
- Provided education/guidance to senior client and/or internal management, and industry/business community and may identify business development opportunities at assigned client and communicates to senior management.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Developed and maintained knowledgeable and productive team of employees.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Client Management Practitioner
Accenture - Multinational Energy Client
09.2019 - 02.2020
- Accountable to deliver the resources needed for the client and to build relationships to drive our business.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Client Management Practitioner
Accenture - Refining And Energy Corporation Client
11.2018 - 01.2020
- Responsible for the full transition scope of work and delivery personnel during run phase
- Developing critical client relationships and driving our business outcomes.
- Streamlined transition processes by implementing effective project management methodologies and communication strategies.
- Managed multiple simultaneous transitions, ensuring timely completion and minimal disruption to business operations.
- Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
- Collaborated with stakeholders to define objectives, scope, and deliverables for each transition project.
- Established performance metrics to track progress and measure success of transition initiatives.
- Identified potential risks and developed mitigation strategies to ensure smooth transitions with minimal impact on business continuity.
- Conducted post-transition assessments to identify areas for improvement and implement necessary adjustments for future projects.
- Leveraged strong analytical skills to identify inefficiencies in existing processes and recommend solutions for optimization.
- Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
- Maintained detailed documentation of all transition-related activities for future reference and knowledge transfer purposes.
- Cultivated relationships with key stakeholders across various departments to facilitate collaboration on strategic initiatives during transitional periods.
- Applied problem-solving abilities to address unforeseen challenges that arose during the course of transition projects effectively.
- Championed continuous improvement efforts by incorporating feedback from team members and stakeholders into future transition planning and execution strategies.
- Partnered with business teams to understand needs and mitigate potential problems.
- Designed processes and systems supporting business needs before, during and after transitions.
- Developed solutions to address complex issues and operational gaps.
- Managed internal and external client-facing relationships through transitional periods.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Communicated project updates to stakeholders at all levels.
- Updated customers and senior leaders on progress and roadblocks.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Conducted post-engagement evaluations to capture lessons learned and identify areas for future growth and development.
- Addressed and resolved customer complaints and issues to improve satisfaction.
Service Delivery Operations Lead
Accenture - BPO SDO - Capacity Solutions - Accenture Internal - North America
09.2018 - 09.2019
- Oversee all work delivered through a global, regional or centre service delivery operation, including managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and met operational and financial commitments
- Support the sales process, as needed, by participating in the solution design.
- Collaborated with cross-functional teams to ensure optimal resource utilization and performance.
- Managed vendor relationships to secure necessary resources and ensure timely delivery of services.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
Service Delivery Operations Lead
Accenture - San Antonio - HR Services Client
04.2017 - 12.2018
- Managed a team of payroll specialists, providing training and guidance to ensure timely and accurate payroll processing.
- Improved payroll accuracy by conducting regular audits and addressing discrepancies proactively.
- Reduced errors in payroll data entry by implementing automated systems and providing thorough training to staff members.
- Implemented agile project management methodologies for faster decision-making and improved team collaboration.
- Conducted thorough analyses of existing processes, identifying opportunities for improvement and implementing necessary changes.
- Monitored project progress closely, adjusting plans as needed to address emerging challenges or changing priorities.
- Provided regular updates to senior leadership on the status of transformational initiatives, enabling informed decision-making at all levels.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Streamlined processes to improve operational efficiency, reducing costs and increasing productivity.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Optimized resource allocation by implementing workload management strategies, improving employee satisfaction and productivity levels.
- Spearheaded process improvements that resulted in significant time savings for both staff and clients alike.
- Initiated feedback loops for continuous learning from both internal teams and external clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Program/Project Manager
Accenture -COO Operations - STATE OF TEXAS
04.2018 - 10.2018
- Develop and execute activities related to end-to-end project management, including project plans and estimates, scoping and requirements through implementation and deployment
- Proactively monitor, manage and report on execution of deliverables.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Facilitated change management processes within organizations by effectively communicating benefits of new systems or processes being introduced during projects.
Client Service Delivery Payroll Manager
Accenture - Accenture Interna Payroll - North America
05.2016 - 04.2018
- NA Payroll Manager manages overall service delivery of Payroll services for multiple clients, in multiple North America locations
- Serves as an escalation point to resolve customer issues
- He/she has responsibility for managing & developing team members through performance assessment and training of those individuals, utilizing their deep knowledge of operational procedures & policies and management experience
- The Payroll Manager determines what process improvement initiatives will be implemented and oversees the implementation of those efforts
- This role is involved in objective setting for the Payroll team, budget development and defines operational policies and participates in the management of transformation activities to improve efficiencies in service delivery to meet client requirements
- The Payroll Manager is accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed.
- Managed a team of payroll specialists, providing training and guidance to ensure timely and accurate payroll processing.
- Streamlined payroll processes by implementing efficient systems and tools, resulting in reduced processing time.
- Improved payroll accuracy by conducting regular audits and addressing discrepancies proactively.
- Maintained employee confidence with secure handling of sensitive information during all stages of the payroll process.
- Developed comprehensive reports for management detailing payroll expenses, trends, and projections.
- Addressed employee inquiries regarding pay issues promptly, fostering positive relationships between management and staff members.
- Reduced errors in payroll data entry by implementing automated systems and providing thorough training to staff members.
- Integrated newly acquired companies into existing payroll systems while ensuring full compliance with relevant tax laws.
- Provided expert advice on complex pay-related matters such as overtime calculations, garnishments, bonuses, or deductions to both employees and managers alike.
- Successfully transitioned from a manual to an electronic payment system for direct deposit enrollments, reducing paper waste within the organization.
- Mentored junior team members, helping them develop the skills necessary for career advancement within the payroll field.
- Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.
- Developed and implemented payroll procedures and policies to determine compliance with regulations.
- Processed payroll garnishments such as tax liens and child support.
- Processed retroactive pay adjustments and other special payments to make up for compensation shortfall in previous pay period.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Analyzed business processes to identify cost savings and operational efficiencies.
Service Delivery Operations Lead
Accenture - MARRIOTT INTERNATIONAL (Knoxville, TN)
02.2016 - 05.2016
- Payroll Senior Manager is the strategic leader of our client’s payroll function which ensures that the financial, accounting, and business services provided meet or exceed expectations
- The primary responsibility is to lead a team of associates who provide payroll, business support services, business systems analyses and development, workforce management systems support, payroll tax services, payroll accounting, and related banking services functions
- As the strategic business leader of payroll operations, the Payroll Manager provides expertise, strategic direction, and insight regarding payroll, related functions, and transformation initiatives
- This leadership role has overall responsibility to create, identify, develop and implement improvements to the payroll process and new and enhanced payroll services and systems functionality.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Implemented risk mitigation strategies, resulting in reduced downtime and enhanced business continuity.
- Drove process improvement initiatives that led to increased efficiency and streamlined procedures across multiple departments.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Reduced payroll processing time through continuous process improvements and automation of manual tasks.
- Conducted regular audits of payroll records to identify discrepancies, leading to improved overall data integrity.
- Managed a team of payroll specialists, providing training and guidance to ensure timely and accurate payroll processing.
- Reduced errors in payroll data entry by implementing automated systems and providing thorough training to staff members.
- Maintained employee confidence with secure handling of sensitive information during all stages of the payroll process.
- Implemented cost-saving measures within the department while maintaining high levels of service quality and accuracy in payroll processing.
- Successfully transitioned from a manual to an electronic payment system for direct deposit enrollments, reducing paper waste within the organization.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.
Service Delivery Operations Manager
Accenture - State Health Management Client
01.2015 - 06.2016
- Integration Lead Oversee all work delivered through a global, regional or centre service delivery operation, including managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and met operational and financial commitments
- Support the sales process, as needed, by participating in the solution design.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
Service Delivery Lead/Transition Lead
Accenture -TMHP-Transition - STATE OF TEXAS
05.2014 - 01.2015
- Support the end to end transition of work as per the contract.
- Managed a diverse team of professionals, ensuring high-quality service delivery for all projects.
- Conducted regular team meetings to review progress, address challenges, and share best practices.
- Reduced costs by optimizing resource utilization and eliminating redundancies in the service delivery process.
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Mentored junior team members, fostering a culture of continuous learning and professional development within the organization.
- Developed scalable processes that allowed the organization to accommodate increasing demands without compromising on quality or timelines.
- Championed change initiatives within the organization, driving adoption of new tools and methodologies that enhanced overall effectiveness in service delivery.
- Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Built and managed processes for tracking and monitoring department performance.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Service Delivery Operations Lead
Accenture - BPO - North America F&A - FANNIE MAE
07.2013 - 02.2016
- REO/Foreclosure Service Delivery Manager The REO/Foreclosure Service Delivery Manager is responsible for all aspects of managing a team engaged in performing duties related to disposing of real estate owned (REO) properties
- General responsibilities include the successful execution of all client needs, service delivery, service level attainment and customer satisfaction
- Develop, implement, document, and ensure adherence to processes and procedures and overall REO/ foreclosure strategy
- This position ensures operational excellence, mitigation and resolution of risks and issues, respectively, and cost savings and avoidance, while operating and promoting an environment that is highly focused on high quality services
- Additional responsibilities include setting staff goals, objectives and expectations; and identifying discretionary and mandatory training needs for staff
- This role is also the primary backup for the Mortgage Services SDO Lead when out of the office or working on external project work
- Managing team size of 100+ team members plus 4 Team Leads.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Ensured strict compliance with industry regulations, maintaining up-to-date knowledge of relevant guidelines and best practices.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
- Collaborated with various departments to develop and implement strategies for improving overall claims handling process.
- Coordinated resources efficiently during high-volume periods, ensuring seamless operations without compromising service levels.
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Ensured timely resolution of escalated claims by working closely with legal counsel and other stakeholders.
- Spearheaded internal process reviews aimed at enhancing overall productivity through continuous improvement efforts.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
Service Delivery Practitioner
Accenture - BPO SDO HR - Unilever - San Antonio - UNILEVER
04.2014 - 06.2014
- MySched auto-fill: Please Update 1324858 Payroll Lead
- This role is located in San Antonio TX
- The Unilver North American Payroll Lead will oversee a team of Accountants to provide feedback, improve performance, and monitor quality
- This would include the daily supervision of employees and client mobilization activities
- Key responsibilities may include:
- Provides Accenture clients with high quality cash deliverables (validations, reconciliations, etc) in a timely manner with all audits and controls
- Supervise a staff of Accountants in the areas of cash deliverables, training, development, hiring and coaching
- Maintain regular communication with team members regarding overall team and individual performance expectations and results
- Develop team members through coaching, counseling and mentoring activities
- Identify, develop and administer individual training needs for team members
- Maintain employee labor costs in association of departmental budget and P&L
- Motivate team members to support and sustain a positive work environment.
- Managed a team of payroll specialists, ensuring timely and accurate processing for over 400 employees.
- Reduced payroll discrepancies by conducting thorough audits and implementing corrective actions when necessary.
- Collaborated with HR on employee benefits administration, ensuring proper deductions were made from employee paychecks.
- Ensured compliance with federal and state labor laws by staying up-to-date on regulations and adjusting payroll procedures accordingly.
- Assisted employees with resolving any payroll-related issues or concerns in a timely manner, maintaining positive relationships within the organization.
- Maintained employee confidence by keeping all payroll information strictly confidential while addressing concerns professionally.
- Effectively managed year-end tasks such as W-2 processing and distribution, avoiding delays and errors in reporting employee earnings to taxing authorities.
- Improved tax reporting processes by working closely with external auditors during annual audits, ensuring full compliance with government requirements.
- Served as primary point of contact for all interdepartmental inquiries regarding payroll policies and procedures, enhancing communication between teams.
- Trained and mentored junior payroll staff, fostering a collaborative team environment that focused on continuous improvement.
- Assisted with system upgrades and implementation projects by providing valuable input from the perspective of a seasoned payroll professional.
- Achieved timely resolution of discrepancies in employee pay stubs by working closely with HR, finance, and IT departments to identify underlying issues.
- Provided customer service to employees regarding payroll inquiries and issues.
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
- Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
- Developed and implemented new payroll policies and procedures according to changing laws and regulations.
Service Delivery Operations Lead
Accenture - BPO SDO HR - San Antonio
06.2012 - 07.2013
- HR Operations Lead - Payroll, Tax and Treasury The Service Delivery Operations Lead is responsible for supporting the tax, payroll and treasury operations
- They are responsible for monitoring and reporting progress, following up on actions, building systems to deliver and supporting management of the operations teams
- They will develop and implement measurement, operating and control systems to drive flawless performance
- They will interact with individuals throughout the delivery or product organization
- They may have responsibilities for the financial and operational management
- Managing client relationships for 5 different clients Manage team size of 12 processors and 3 Team Leads.
- Reduced errors in tax filing through diligent review of documents and ensuring accuracy in calculations.
- Managed payroll for a large organization, ensuring timely payments and accurate reporting.
- Collaborated with HR to ensure proper classification of employees for tax purposes, resulting in improved compliance.
- Served as the primary liaison between the company and external auditors during annual financial reviews.
- Conducted regular audits of payroll processes, identifying areas for improvement and implementing necessary changes.
- Provided expert guidance on complex tax issues, assisting colleagues in making informed decisions regarding deductions and exemptions.
- Maintained up-to-date knowledge of federal, state, and local tax laws to ensure organizational compliance at all times.
- Oversaw the completion of year-end tasks such as W-2 distribution and annual reconciliation reports for accurate recordkeeping.
- Mentored junior staff members on best practices in payroll management and tax compliance, fostering a collaborative work environment conducive to professional growth.
- Participated in cross-functional teams tasked with evaluating current systems and processes for potential improvements or enhancements across various departments within the organization.
- Analyzed payroll data to identify trends and make recommendations for process improvements, resulting in cost savings and increased efficiency.
- Developed and implemented policies and procedures to ensure consistent application of payroll practices throughout the organization.
- Contributed to the successful completion of internal and external audits by providing comprehensive documentation related to payroll activities, tax filings, and compliance records.
- Monitored and updated employee information in payroll system to add changes in salary, bonuses and deductions.
- Responded to employee inquiries to provide assistance with payroll-related questions.
- Processed payroll garnishments such as tax liens and child support.
- Developed and implemented payroll procedures and policies to determine compliance with regulations.
- Prepared and filed accurate and timely payroll tax returns and other related reports to comply with tax laws and regulations.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Processed retroactive pay adjustments and other special payments to make up for compensation shortfall in previous pay period.
- Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.
- Coordinated new hire and termination processes to facilitate smooth operations.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Established and checked coding procedures, monitored reports and updated internal files.
Operational Excellence Lead
Accenture -BPO DE&I (Operational Excellence) - Accenture - BPO
11.2011 - 06.2012
- Performance Measurement
- Help implement or maintain process performance measurements, determine process performance baselines, and provide support for statistical analysis to identify areas for process improvement
- Collect and provide performance measures, develop reports, and analyze findings to help track process improvements
- Provide support to help develop guidance for planning, control, monitoring and reporting of significant project and program events
- Team Project/Support Management
- Provide accurate and useful project status reports
- Provide basic support for team members on processes, tools and methods
- Increased productivity by optimizing workflows and eliminating bottlenecks in operations.
- Enhanced operational efficiency by streamlining processes and implementing innovative solutions.
- Reduced costs through diligent analysis of financial data and implementation of cost-saving measures.
- Led cross-functional teams to achieve departmental goals, fostering collaboration and teamwork.
- Implemented continuous improvement initiatives for ongoing process optimization and better performance metrics.
- Trained employees on best practices, ensuring a knowledgeable workforce capable of meeting organizational objectives.
- Managed projects from inception to completion, delivering results on time and within budget constraints.
- Conducted root cause analyses to identify areas for improvement in operations, leading to enhanced efficiency levels.
- Analyzed key performance indicators to assess operational effectiveness and identify areas for improvement.
- Championed change management initiatives, supporting staff through transitions and promoting a culture of adaptability.
- Established performance benchmarks, monitoring progress towards these targets for ongoing operational success.
- Fostered an environment of open communication among team members, encouraging feedback loops for continuous learning.
- Reviewed internal systems regularly for potential inefficiencies or gaps in functionality that could impact overall performance.
- Collaborated with stakeholders across different departments to align objectives, streamline efforts, and enhance overall organizational effectiveness.
- Evaluated new technologies or tools for potential integration into existing processes, assessing their benefits against any associated risks.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Process Management and Improvements
- Implement Process Improvement Programs and Measurement & Performance Programs to monitor and take corrective actions around budget, schedule, scope and quality under the guidance of Operational Excellence Managers
- Support Process Improvement teams across a variety of groups and foster a culture of early problem identification and resolution.
Measurement & Reporting Practitioner
Accenture -BPO DE&I (Delivery Center Strategy & Operations) - Accenture - BPO
09.2010 - 11.2011
- Design, track, report and analyze key organizational and operational metrics
- Role Description : Manage the interface with the Tools administration team to ensure all tools meet the business need and direction -Support Global Demand & Supply Lead in ensuring each Scalable centre meets demand in most efficient and cost competitive way
- Collaborated with cross-functional teams to optimize space allocation for various projects and departments.
- Developed customized space management plans tailored to specific client needs and requirements.
- Conducted regular audits of existing facilities to identify potential risks and opportunities for optimization.
- Maintained accurate records of all available spaces, ensuring efficient allocation according to organizational priorities.
- Established clear communication channels between various stakeholders involved in the process of managing physical spaces within the organization.
- Increased accuracy in forecasting future space requirements by analyzing projected growth trends and business expansion plans.
- Collaborated with cross-functional teams to gather requirements and design comprehensive reporting solutions.
- Created visually appealing dashboards that effectively communicated key metrics to stakeholders.
- Reduced turnaround time for ad-hoc report requests, enhancing internal client satisfaction levels.
Demand & Resource Management Analyst
Accenture - Demand / Resource Management - Accenture
07.2008 - 11.2011
- Overall responsibility for short-term and medium-term projections focusing on supply and demand planning with a significant focus on liaison with the global Resource Management Group (RMG) in order to ensure wide awareness of risks and issues within the network
- Responsible for North America and support Latin America
- Act as main interface between DCO Lead and Sales & Operational Planning process team
- Partner with Finance Manager to ensure alignment on seat utilization and usage for monthly charge out reports saving BPO Delivery approximately $50K USD annually
- Manage all mass movements within the DCO, coordinating with Delivery Leads, Technology, and Facilities to ensure timelines are met.
- Improved interdepartmental communication with regular updates and feedback on resource availability.
- Conducted thorough assessments of resource needs to accurately forecast requirements for future projects.
- Improved space utilization by conducting thorough site analyses and developing detailed floor plans.
- Developed custom space planning solutions for clients with unique requirements or restrictions.
- Analyzed facility data to identify areas for improvement in space utilization and efficiency.
- Prepared comprehensive reports on space usage trends, providing actionable insights for management decisionmaking.
- Conducted regular audits of assigned spaces to ensure compliance with building codes and safety regulations.
- Assisted in the successful relocation of company offices by developing efficient moving plans that minimized downtime and disruption to operations.
- Managed multiple concurrent space planning projects, ensuring on-time completion within budget constraints.
- Facilitated smooth transitions during corporate reorganizations by developing phased move plans that minimized disruptions.
- Attended team meetings to resolve technical and project issues and review project schedules.
- Evaluated project requirements to identify and mitigate risks.
Payroll Analyst
Accenture - BPO SDO HR - San Antonio - Capital One – Payroll
03.2007 - 07.2008
- Payroll Processing SME Managed Client Audit of Payroll and coordinated the gathering of documents, internal controls audit within the timeframe and scope
- Created and monitored the actions log to ensure Audit items identified were remediated
- Led process improvement project to off shore services in order to meet financial requirements as part of lean initiatives.
- Enhanced payroll accuracy by conducting thorough audits and ensuring proper documentation of all transactions.
- Ensured compliance with federal, state, and local regulations by staying current on tax laws and reporting requirements.
- Collaborated with Human Resources to manage employee benefits administration, including enrollment and deductions tracking.
- Resolved payroll discrepancies promptly, addressing employee concerns and maintaining satisfaction.
- Managed year-end reporting tasks such as W-2s preparation and distribution, ensuring timely delivery to employees.
- Reconciled general ledger accounts related to payroll liabilities, providing accurate financial reports for management review.
- Developed strong relationships with internal departments to streamline communication regarding employee data updates and changes affecting payroll calculations.
- Optimized workflow by creating detailed procedure manuals for each step in the payroll process, reducing errors and enhancing efficiency.
- Provided exceptional customer service when addressing employee inquiries about paychecks or withholdings, fostering positive workplace relations.
- Supported audit teams during annual reviews by providing requested documentation in a timely manner, demonstrating strong organizational skills .
- Coordinated efforts across multiple departments during mergers or acquisitions to ensure seamless integration of new employees into existing payroll systems.
- Reduced overpayments by implementing a robust system of checks and balances throughout the entire payroll processing cycle.
- Maintained strict confidentiality of employee information, adhering to company policies and legal requirements for data protection.
- Provided customer service to employees regarding payroll inquiries and issues.
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
Education
Bachelor of Science - General Business With Focus in Accounting
Wayland Baptist University
San Antonio, TXSkills
- Data Entry
- Program Support
- Cash Handling
- Space Utilization
- Team Collaboration
- Project Management
- Problem Solving
- Stakeholder Engagement
- Resource Allocation
- Time Management
- Active Listening
- Performance Metrics
- Client Relationship Management
- Team Leadership
- Incident Management
- Risk Assessment
- Process Improvement
- Critical Thinking
- Customer Satisfaction
- Conflict Resolution
- Cross-functional Collaboration
- Change Management
- Business Process Mapping
- Service Level Agreement Management
- Project Planning
- Decision Making
- Analytical Thinking
- Process Analysis
- Bi-Weekly Payroll Processing
- Payroll Auditing
- Resolving Discrepancies
- Expense Reimbursements
- Upgrading Systems
- Due Diligence
- Compliance Understanding
- Workflow Coordination
- Maintaining Employee Records
- Payroll Processing
- HR Support
- Confidentiality Maintenance
- Year-end Procedures
- Accounting Principles
Timeline
Part Time Curbside Associate
H.E. Butt Grocery Company
09.2023 - Current
Program/Project Senior Manager
Accenture - BPO Run - Talent Acquisition Services
03.2022 - 04.2023
Program/Project Manager
Accenture - BPO Run – Insurance Services
02.2021 - 03.2022
Program/Project Manager
Accenture - BPO Run - Talent Aquisition Services
07.2020 - 02.2021
Client Management Practitioner
Accenture - Multinational Energy Client
09.2019 - 02.2020
Client Management Practitioner
Accenture - Refining And Energy Corporation Client
11.2018 - 01.2020
Service Delivery Operations Lead
Accenture - BPO SDO - Capacity Solutions - Accenture Internal - North America
09.2018 - 09.2019
Program/Project Manager
Accenture -COO Operations - STATE OF TEXAS
04.2018 - 10.2018
Service Delivery Operations Lead
Accenture - San Antonio - HR Services Client
04.2017 - 12.2018
Client Service Delivery Payroll Manager
Accenture - Accenture Interna Payroll - North America
05.2016 - 04.2018
Service Delivery Operations Lead
Accenture - MARRIOTT INTERNATIONAL (Knoxville, TN)
02.2016 - 05.2016
Service Delivery Operations Manager
Accenture - State Health Management Client
01.2015 - 06.2016
Service Delivery Lead/Transition Lead
Accenture -TMHP-Transition - STATE OF TEXAS
05.2014 - 01.2015
Service Delivery Practitioner
Accenture - BPO SDO HR - Unilever - San Antonio - UNILEVER
04.2014 - 06.2014
Service Delivery Operations Lead
Accenture - BPO - North America F&A - FANNIE MAE
07.2013 - 02.2016
Service Delivery Operations Lead
Accenture - BPO SDO HR - San Antonio
06.2012 - 07.2013
Operational Excellence Lead
Accenture -BPO DE&I (Operational Excellence) - Accenture - BPO
11.2011 - 06.2012
Measurement & Reporting Practitioner
Accenture -BPO DE&I (Delivery Center Strategy & Operations) - Accenture - BPO
09.2010 - 11.2011
Demand & Resource Management Analyst
Accenture - Demand / Resource Management - Accenture
07.2008 - 11.2011
Payroll Analyst
Accenture - BPO SDO HR - San Antonio - Capital One – Payroll
03.2007 - 07.2008
Bachelor of Science - General Business With Focus in Accounting
Wayland Baptist University