Shannon Thomas
Winter Park,USA
Summary
Dynamic Senior Payroll Implementation Consultant with ADP experience, specializing in custom payroll systems and project management. Achieved a 73% increase in customer satisfaction through effective data analysis and strong communication skills. Proven track record in delivering successful payroll implementations and integrations, as well as enhancing user experiences for diverse clients.
Overview
11
11
years of professional experience
Work History
Senior Payroll Implementation Consultant
ADP- Automated Data Processing
Orlando, USA
09.2021 - Current
- Led over 100 large-scale, multi-state, custom-built payroll implementations, delivering operational excellence in payroll execution of weekly, biweekly, and monthly payrolls for over 40,000 employees.
- Achieved a regional high net promoter score of 94% by creating and executing quality-driven implementation plans for custom payrolls, and maintaining positive client relationships.
- Curated payroll reports and detailed analysis geared at improving efficiency in payroll processes, and mitigating resolution time for potentially costly errors from a lack of compliance.
- Ensured correct taxation of payroll, and timely filings with appropriate government authorities to facilitate payroll and statutory compliance.
- Collaborated with all major third-party payroll administrators for seamless integration and/or transition of payroll and timekeeping services, thus eliminating business interruption.
Member Service Analyst Lv2
Fairwinds Credit Union
Orlando, USA
09.2018 - 01.2021
- Managed client relationships and provided consultative services within a professional services environment while utilizing multiple financial management tools.
- Evaluated data to create thorough root cause analysis and solutions for complex customer financial cases resulting in a 23% increase in customer satisfaction over a year.
- Leveraged strong analytical skills to prioritize client demands and resolve conflicts effectively, operating with urgency to meet deadlines.
Customer Service Supervisor
Sutherland Global Solutions
Kingston, Jamaica
08.2014 - 08.2017
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Supervised customer service team to ensure high-quality support delivery.
Education
Bachelor of Science - Information Technology
University of Technology
JamaicaHigh School Diploma -
Ardenne High School
JamaicaSkills
- Implementation of custom-built payroll systems
- Automatic Data Processing (ADP) tax provider experience
- Experience with SAP payroll and time management systems
- Data analysis
- Microsoft Office Suite
- Project management
- Implementation services
- Verbal and Written Communication
- Payroll compliance
- Payroll processing
- Payroll vendor management
- Multi-state payroll
Timeline
Senior Payroll Implementation Consultant
ADP- Automated Data Processing
09.2021 - Current
Member Service Analyst Lv2
Fairwinds Credit Union
09.2018 - 01.2021
Customer Service Supervisor
Sutherland Global Solutions
08.2014 - 08.2017
Bachelor of Science - Information Technology
University of Technology
High School Diploma -
Ardenne High School
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