MICHELLE Roane
Paulsboro,NJ
Summary
Top-performing professional with 10+ years of experience in customer service and 5+ years of experience in payroll, currently in a fast-paced intake center providing customer support for credit collections and claims services. An unwavering commitment to customer service and payroll with the ability to negotiate, build productive relationships and resolve complex issues.
Overview
11
11
years of professional experience
Work History
Business Analyst
Atlantic City Electric (ACE)
Pennsville, NJ
07.2024 - Current
- Process billing for Non-Standard service (work requested by 3rd party ex. New Business).
- Support and contribute to the development of short-term and long-range business planning.
- Conduct modeling, forecasting, trending, variance analysis, business case development, and other financial and operational analysis.
- Provide statistical information to ensure effective utilization of personnel, equipment, and materials for business
operations. - Monitor and coordinate activities to support operational performance management.
- Track, maintain, analyze, and provide current information on the operation's business scorecard or KPIs.
- Perform analysis of the operation's cost elements to ensure effective and efficient operations.
- Prepare and analyze detailed standard and non-standard reports.
- Develop, organize, and present detailed performance reports for both internal and external use.
- Provide analytical and operational support to the business unit.
- Created process documentation to ensure compliance and best practices.
- Led initiatives to streamline reporting processes, increasing accuracy and timeliness.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
Customer Consultant (Universal Agent)
PECO
07.2020 - Current
- Educate customers on billing processes and give accurate bill explanation in accordance with the customer’s concern. Provide in-depth analysis into customer’s billing transactions and usage. Process a variety of disputes including lost payments, former address, supplier, and high bill. Process connects, disconnect and transfer of service requests, including educating customers on underwriter certificate, confirming receipt of certificate with New Business, and gas inactivity requirements. Refer necessary properties to Revenue Management based upon debt threshold set by Care Center. Coordinate with OCC and Grid One for correct and timely service connect and disconnects.
Payroll Specialist
AXIA Women’s Health
01.2017 - 01.2019
- Payroll Specialist for a women’s health organization; process payroll and maintain employee database regarding salary and pay. Manage company budget and expenses, work closely with human resources and accounting to increase performance, and ensure smooth operations. Calculate and process in-house biweekly and off-cycle payrolls for 1200+ employees. Performs manual and system adjustments each pay period; ensures appropriate approvals are obtained for all entries/changes. Enter all deductions including insurance, taxes, wage garnishments, retirement deductions, and W2 information. Ensures payroll accuracy by running thorough reviews of all pay audit reports and making corrections as needed. Acts as liaison with vendors to resolve and proactively prevent payroll and tax issues Responds to inquiries concerning payroll and communicates with employees, managers, and cross-functional partners.
Payroll Specialist & Senior Payroll Specialist (2016)
Paychex
01.2015 - 01.2017
- Payroll specialist for a payroll company who provides human resources, payroll, and benefits outsourcing services for small to mid-size businesses, responsible for the setup, training, and successful implantation of existing clients to new products. Manage 50-150 payroll clients and process their payroll according to their specific pay frequency, in addition to submitting and providing tax information for their applicable state. Maintain database of payroll clients for products assigned to clients to meet payroll, Human Resource, and employee benefit service needs. Maintain knowledge of payroll processing system and changes to wage and taxes. Establishes and maintains a positive working relationship with clients, partners, and investors to promote quality service. Maintain and monitor schedule to obtain payroll data including salary adjustments, tax allocations, and employee deductions or adjustments. Correspond with federal, state, and local tax agencies on behalf of clients to resolve problems. Promoted to Senior Payroll Specialist January 2016.
Education
Bachelor of Arts - Nursing (Pursued)
Morgan State University
01.2012
Diploma - Health Related Technology
A Philip Randolph Career Academy
Skills
- Coaching
- Proficient in CC&B
- Proficient in MDM
- Proficient in CIMS
- Proficient in CX Wrapper and Oracle
- Proficient in Microsoft Office, Excel
- Proficient in Payments
- Proficient in Ultipro
Timeline
Business Analyst
Atlantic City Electric (ACE)
07.2024 - Current
Customer Consultant (Universal Agent)
PECO
07.2020 - Current
Payroll Specialist
AXIA Women’s Health
01.2017 - 01.2019
Payroll Specialist & Senior Payroll Specialist (2016)
Paychex
01.2015 - 01.2017
Bachelor of Arts - Nursing (Pursued)
Morgan State University
Diploma - Health Related Technology
A Philip Randolph Career Academy