Mary Ellen McCann

• Workforce Now Fully integrated Payroll, HR and Time & Labor Management Solution
• Similar role as previous, but now supporting a fully integrated HCM system

In addition to my role, I was also responsible for:

Subject Matter Expert: ADP’s new HCM platform. 2014-2017

Provide feedback and create cases to document any glitches in the New system.

Work with Project management team to ensure testing and trouble-shooting resolution has been completed case is closed.

Respond to RFP’s: (Request for proposal) 2015-2023

These projects can be very time-consuming and require attention to detail.

Provide documentation to support responses such as print screens, ADP marketing material, anything pertaining to the question. Research and discovery.

Developed highly technical expertise on HCM System.

I can take on tasks and get things done on time.

• Supported Products: Payroll, HR and Time and Labor Management Solutions
• Worked tandem with the sales team by presenting solutions to New Business clients
• Develop Relationship by getting to know their Company main objectives & Goals
• Perform a needs Analysis to understand their current processes, what’s working for them vs what’s not
• Manual vs Automated processes
• Identify gaps in their processes, document and strategize with sales team what the best solutions are going to be a fit for them by utilizing ADP Products
• This would be to determine if Payroll, Human Resources, or Time and Labor Management Systems are required
• Configure ADP’s test database solution to their needs and wants and present the solution to them.
• Collaborative approach assisting with transition to implementation/service resulting in world class stellar service approach.

• Portfolio of clients with over 1000 employees)
• This role has very similar duties to Majors but at a higher employee count for Employer’s
• Provide support to western clients who have over 1000 employees on their payroll
• Provide world class service to clients by offering support on ADP’s integrated products
• Attend 12 on-site client visits per year.

• Portfolio of client’s who have 100-999 employees)
• Provide world class service to clients by offering support on ADP products
• Maintain ownership of all projects by logging all call details and setting realistic deadlines, making reasonable commitments
• Responsible for Mainframe testing and programming when requested by clients ensuring all information is accurate and up to date
• Educate clients by giving them a clear understanding of year end processes, tax form balancing and production schedules
• Proactively offer solutions to client needs by using ADP tools for support and refer any opportunities for additional business to Sales
• Provided support to clients using Pay Specialist, Images and Dos programs.

• Granted supervisor access to perform overrides and signing authority when required by CSR’s
• Responsible for closing the branch Tues - Friday
• Saturdays - Responsible for opening and closing the branch
• I was responsible for being at the branch prior to opening ensuring CSR’s cash drawers are set up and branch is ready to open
• Ensure all clients were serviced in a professional and timely manner by ensuring line waits were minimal
• Assist CSR’s with balancing their cash drawers
• Provide support for the manager and asst manager when necessary
• Coordinate orientation and training for new customer service representatives utilizing CIBC material
• Was tasked to complete the Quarterly Compliance (internal audit) for the branch
• This was a review of all internal controls within the branch ensuring all employee user security levels were valid and accurate
• IE; appropriate signing authority levels were issued with validation of signing dollar limit amount
• Policies and procedures were up to date in manuals.

• Conducted monthly meetings with the service team to address and resolve any client issues or concerns on the front line
• Documented and followed up on the information provided to ensure clients were better serviced going forward.

• Provide clients with friendly, professional, and efficient service
• Understand client current state and their immediate needs by identifying other opportunities (Knowledge of other CIBC Products) that would be helpful to them
• Generated referrals to financial advisors from cross selling additional products to clients
• Responsible for ensuring my blotter/cash was balanced daily
• Also covered Commercial cash for breaks and then eventually covered FT for a Maternity leave.

• Handled highly confidential information and assisted with investigations of fraud and suspicious activity on financial accounts
• Communicated openly and honestly and presented and recorded evidence.

• Back-office processing center & Support for CIBC
• Facilitate escalated issues that require resolution in a timely manner within the Service level agreement
• Strong communication skills, an in-depth knowledge of all Intria and Back Office processes and procedures
• Successfully maintained the number one position for the highest call volumes and resolutions for 3 years
• Probe callers to provide accurate details, in order to thoroughly investigate and resolve any customer inquiries not redirected
• Maintained a current information database and tracking system for Management of Service/Quality performance
• Escalate any issues or suspicious activity immediately
• Recognize and negotiate solutions which are acceptable to the parties
• Attend and participate in weekly team meetings by sharing challenges and/or successes.

• Responsible for organizing and preparing client files for Federal and Provincial Tax assessments
• Ensure all forms are completed with required the information and that it is up to date and accurate prior to forwarding the file to Accountants to work on
• Ensured all documents were scanned in and added to the inventory database so files could be shipped back off-site to Iron Mountain
• Provided support in other areas of the office such as the central records dept, ensuring all files were signed out, returned, and filed back accordingly
• Create new client files and determine which files need to be returned to archive off-site
• Also covered reception and mailroom from time to time.