Shanequia Brown
Hampton,GA
Summary
Professional and results-driven customer service specialist with over 3 years of experience in technical support, payroll systems, and customer satisfaction. Skilled in navigating complex customer inquiries, troubleshooting, and educating clients to ensure self-sufficiency. Proven track record of improving processes and resolving issues in fast-paced environments. Adept at balancing multiple tasks, meeting tight deadlines, and building strong client relationships. Seeking to contribute problem-solving expertise and customer support skills to a dynamic team within a growing organization.
Overview
11
11
years of professional experience
Work History
HR/Payroll/Tax Advocate
Paycor
10.2022 - Current
- Provide comprehensive support to clients in managing payroll operations, including employee onboarding, payroll adjustments, deductions, and benefits administration (401k, HSA, Medical, Vision, Dental)
- Train clients on Human Capital Management (HCM) software, ensuring compliance with labor laws and enabling efficient employee record management and payroll processing
- Guide clients through complex employee relations issues, including payroll discrepancies, compliance queries, and W2/benefit management, improving overall employee satisfaction and adherence to company policies
- Collaborate with HR teams to troubleshoot and resolve time-sensitive payroll issues, ensuring the timely and accurate payment of wages
- Monitor payroll schedules, update employee records, and facilitate year-end reporting to support compliance with tax and labor regulations
- Provide guidance on making necessary payroll tax adjustments, including voiding incorrect checks, issuing manual checks, and reconciling discrepancies to ensure accurate tax reporting
- Assist clients in preparing and filing tax-related documents, such as W-2s, W-2Cs, and 1099s, ensuring compliance with federal, state and local tax regulations
- Document, manage, and close support cases, maintaining clear and accurate records for future reference.
Customer Support Specialist
Greenlight Financial Technology
04.2021 - 10.2022
- Delivered exceptional customer service to over 130 customers daily through phone, email, text and chat, focusing on technical troubleshooting and product support for the Greenlight prepaid card
- Assisted parents in managing financial tools through the Greenlight app, creating educational moments around saving, spending, and budgeting for children
- Played a key role in training and onboarding new team members, enhancing team productivity by sharing knowledge and best practices
- Collaborated with cross-functional teams to develop new ideas and improve customer-facing processes, contributing to a 14% annual increase in sales through improved service delivery
- Handled escalated inquiries, diffusing tense situations and ensuring customer concerns were resolved efficiently.
Processing Specialist II
GE Capital/Synchrony/Deluxe Corporation
12.2013 - 04.2021
- Managed high-volume data entry tasks, consistently maintaining an accuracy rate of 100% with over 8,000 keystrokes per hour
- Processed more than 4,000 remittance payments daily, exceeding performance targets and ensuring compliance with company standards
- Trained and supervised a team of 7, ensuring they adhered to quality and efficiency benchmarks
- Acted as the go-to person for troubleshooting issues with the AS-180 Opex machine, helping minimize downtime and maintain operational flow.
Education
Bachelor of Arts in Child Psychology -
Capella University
06.2027
Music - undefined
Carver High School
05.2009
Skills
- Payroll & HR Software (Paycor, Salesforce, BRS, etc)
- Reporting and Documentation Management
- Data Entry and Record Management
- Employee Onboarding and Offboarding
- Payroll Tax Compliance (Federal, State, Local)
- Customer Service
- Active Listening
- Time Management
- Problem Solving
- Zendesk
- Slack
- Customer service
Timeline
HR/Payroll/Tax Advocate
Paycor
10.2022 - Current
Customer Support Specialist
Greenlight Financial Technology
04.2021 - 10.2022
Processing Specialist II
GE Capital/Synchrony/Deluxe Corporation
12.2013 - 04.2021
Music - undefined
Carver High School
Bachelor of Arts in Child Psychology -
Capella University
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