Maria Cepeda
Jacksonville,FL
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
8
8
years of professional experience
Work History
Payroll Specialist
Applied Business Solutions
Jacksonville, FL
08/07/20 - Current
- Researched and resolved employee payroll questions and issues via email, phone and in person.
- Performed manual calculations for retroactive pay adjustments or special payments as required.
- Extracted information from payroll system and generated reports for various departments and vendors.
- Tracked employee vacation, personal and sick leave earnings and use.
- Voided checks and issued stop payment orders to correct payroll discrepancies.
- Managed multiple tasks simultaneously while meeting deadlines consistently.
- Reconciled payroll discrepancies by reviewing time sheets, production charts and wage tables.
- Processed employee rehires, transfers, terminations and withholdings.
- Onboarded new employees in time reporting and payroll systems.
- Created and maintained employee records, including new hires, terminations, salary changes, and tax withholding forms.
- Supported payrolls, driving timely and accurate payment of employee wages.
- Managed payroll and time and attendance systems.
- Developed and implemented procedures to ensure accurate entry of payroll data into the system.
- Anticipated potential payroll issues and questions to take proactive action and prevent development of problems.
- Solved complex problems related to payroll processing quickly and efficiently.
- Provided pay-related information to employees and managers on benefit plans, tax issues and collective bargaining provisions.
- Processed payroll for over 500 employees bi-weekly, ensuring accuracy of pay and deductions.
- Oversaw payroll processing to comply with tax laws and court-ordered wage assignments and garnishments.
- Accurately processed data, validation and transmission for weekly, semi-monthly and sales payrolls.
- Audited time records submitted by clients to verify conformance with appropriate administrative policies and regulations.
- Ensured that all necessary taxes were withheld accurately from each employee's paycheck.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Modified existing software systems to enhance performance and add new features.
Production Manager / Payroll Team Assistant
Applied Business Solutions
Jacksonville, FL
09.2022 - 08.2023
- Responding to customer queries, complaints, and requests via phone, email, or chat
- Assisting customers with product setup and resolving any technical issues they might experience
- Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus and to accomplish improvements
- Assist end users with internet browser compatibility questions with the company product
- Entering start and end times onto the payroll software
- Preparing and distributing hard copy or electronic paychecks
- Addressing queries about payroll-related issues
- Working to resolve discrepancies in payments as a matter of urgency
- Ensure that production stays on schedule and within budget
- Communicate with staff and customers
- Analyze production data
- Review and build production reports.
Senior Administrative Assistant
J. David Tax Law, LLC
Jacksonville, FL
05.2022 - 09.2022
- Assisting the Firm's attorneys in sending/receiving faxes, scanning/uploading documents to the contact management system, and assisting with various other document related duties
- Assisting in other administrative areas as needed
- Managing the scheduling of clients and attorneys for the Firm's meetings
- Calling clients to pass along information in a professional and courteous manner
- Work both independently and cohesively alongside other Legal Assistants and departments within the company.
- Compiled data from various sources into organized formats for reporting purposes.
- Scheduled appointments, meetings and events for management staff.
- Responded to customer issues to provide immediate resolution and improve retention.
Customer Service Representative Assistant /Commercial Lines Account Manager
Metropolitan Insurance Services
Jacksonville, FL
01.2022 - 09.2022
- Performed administrative tasks, such as maintaining records and handling policy renewals
- Addressed customers courteously using suitable methods and problem-solving skills
- Updated and maintained database with accurate customer information and timely data entry
- Customized insurance programs to suit individual customers often covered a variety of risks
- Sold insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical and dental insurance, and specialized policies, such as marine, farm/crop and medical malpractice
- Developed marketing strategies to compete with other individuals and companies who sold insurance.
- Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
- Supervised executive and management calendars while allocating tasks to administrative support team for smooth operational flow.
- Maintained cloud-hosted and on-site servers by applying appropriate patches and monitoring hardware health.
- Monitored application and print servers, rapidly responding to faults and malfunctions.
- Designed endpoint management strategy for operation of various systems and devices.
- Collaborated with other teams to develop solutions for various projects.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
Store Manager, Site Sales Associate, Staff Manager
Wood Art USA LLC
Orange Park, FL
01.2021 - 01.2022
- Recruit, train, and supervise retail staff
- Set sales targets and motivate staff to meet those goals
- Lead staff meetings to ensure all associates stay informed
- Manage store budgets and maintain financial records
- Oversee stock levels and order new items when required
- Address customer complaints and issues in a professional manner
- Handle staff conflicts, complaints, and problems
- Prepare various promotional materials and in-store displays
- Collaborate with the head office to ensure store location lives up to standards.
Call Center Administrator
CAS
Barranquilla, Col
10.2020 - 01.2021
- Developed training materials for new hires on how best to handle various types of customer interactions.
- Delivered high level of support and maintenance to hardware, software and applications to maximize performance and reduce bottlenecks.
- Promoted continuous improvement for IT governance processes.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Provided coaching and mentoring sessions for existing staff members on techniques for better communication with customers.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Trained new agents on the use of customer relationship management software tools.
- Implemented processes to streamline workflow between different teams within the organization.
- Liaised with network team to configure, implement, and administer LAN and WAN components.
- Installed and supported hardware and software for desktops, servers, and printers.
- Managed employee access, security roles and permissions.
- Worked independently while coordinating project work and support functions with other team members.
- Performed quality assurance checks on recorded calls for accuracy and clarity.
- Provided technical support to troubleshoot issues reported by customers over the phone or online chat platforms.
Sales Floor Supervisor
CAS
Jacksonville, FL
10.2020 - 12.2020
- For various energy suppliers in deregulates states in the US
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Trained team members on performance metrics and consumer behavior identification
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
Senior Software Engineer
Government of Canada
Vancouver, BC
01.2016 - 07.2020
- Conduct tactical development to solve real time problems for officers in the field
- Engage with operational stakeholders to ensure requirements & objectives are understood and met to ensure the best possible solution for the operation
- Collaborate with domestic & foreign intelligence partners to solve problems, conduct joint projects and share technical knowledge
- Support us by being part of the constant improvements taking place with our cultural values that embrace diversity, team spirit, collaboration and working hard each day to keep all our families, friends and fellow Canadians safe (Counter Terrorism) and prosperous (Counter Intelligence)
- Work directly with intelligence professionals to fully understand their needs and how they conduct technical investigations in order to build new features and/or applications that shape the direction of R&D
- Interact with others who have a similar role at other departments around the world in order to exchange capabilities, new ideas and best practice methodologies
- Write structured, tested, readable and maintainable code
- Participate in an Agile environment
- Plan and guide development activities.
- Conducted full lifecycle software development from planning to deployment and maintenance.
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Designed front-end and back-end solutions for test-driven development.
Education
Career Certificate - Customer Service Representative
Florida State College At Jacksonville
Jacksonville, FL08-2022
M.D In Computer Science -
University of British Columbia
08.2018
Bachelor Of Science in Computer Science -
University of British Columbia
01.2016
Skills
- Administrative Support
- Research
- Customer service
- Customer retention
- Office manager experience
- Office experience
- Administrative experience
- Microsoft Office
- Organizational skills
- Business management
- Adobe Acrobat
- Computer skills
- Filing
- Software troubleshooting (5 years)
- Bilingual
- Computer skills (6 years)
- Microsoft Outlook
- Communication skills
- Microsoft Excel
- Time management
- Microsoft Dynamics GP
- Windows
- Document Management
- Spanish - Expert
- English - Expert
- I-9 Documentation
- Payroll Policies and Procedures
- Microsoft Applications
- Garnishment Processing
- Data Reconciliation
- Employee File Maintenance
- Analytical Skills
- Interpersonal and Written Communication
- Skilled in [Microsoft Suite, including Excel, Word and Outlook]
- Technology Integration
- Problem-Solving
- Testing and Debugging
- Technical Consulting
- Data Extraction
- End-User Support
- PrismHR Knowledge
Timeline
Production Manager / Payroll Team Assistant
Applied Business Solutions
09.2022 - 08.2023
Senior Administrative Assistant
J. David Tax Law, LLC
05.2022 - 09.2022
Customer Service Representative Assistant /Commercial Lines Account Manager
Metropolitan Insurance Services
01.2022 - 09.2022
Store Manager, Site Sales Associate, Staff Manager
Wood Art USA LLC
01.2021 - 01.2022
Sales Floor Supervisor
CAS
10.2020 - 12.2020
Call Center Administrator
CAS
10.2020 - 01.2021
Senior Software Engineer
Government of Canada
01.2016 - 07.2020
Payroll Specialist
Applied Business Solutions
08/07/20 - Current
Career Certificate - Customer Service Representative
Florida State College At Jacksonville
M.D In Computer Science -
University of British Columbia
Bachelor Of Science in Computer Science -
University of British Columbia
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