NADIA COPELAND
Long Beach
Summary
Results-driven Payroll Account Manager known for high productivity and efficient task completion. Possess specialized skills in payroll processing, regulatory compliance, and financial reporting. Excel at time management, problem-solving, and communication, ensuring seamless payroll operations and stakeholder satisfaction.
Overview
13
13
years of professional experience
Work History
Payroll Account Manager
ADP
Dallas
01.2024 - 02.2026
- Managed payroll processing for diverse client accounts efficiently.
- Oversaw compliance with federal and state payroll regulations, minimizing risk of penalties.
- Reviewed payroll reports for accuracy and compliance regularly.
- Assisted clients in troubleshooting payroll system issues, reducing resolution time.
- Coordinated client communication to resolve payroll inquiries, enhancing client satisfaction.
Quality Analyst/Payroll Specialist
Genpact
Richardson
03.2021 - 01.2024
- Developed reports and materials for key stakeholders that outlined quality goals, progress, and challenges, facilitating informed decision-making.
- Examined events in application log management and monitoring tool to identify root causes for failures.
- Mentored and coached team members on QA topics, enhancing team knowledge and skills.
- Organized and maintained work environment to maximize productivity and streamline workflows.
- Review and verify timesheets for accuracy before payroll processing.
- Process payroll for diverse employee groups using advanced payroll software.
- Ensure compliance with federal, state, and local payroll regulations.
- Collaborate with HR to maintain updated employee information and records.
Customer Service Representative
ORI INC.
05.2018 - 03.2021
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded promptly to inquiries from prospective customers, improving engagement and satisfaction.
- Educated customers on promotions, resulting in increased sales.
- Provided information on charge card and loyalty program, facilitating new account openings and activations.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Customer Service Associate
Teleperformance
06.2016 - 05.2018
- Delivered excellent customer care by assisting with product selection and managing order processing to meet customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate customer account data through manual processing and digital updates to ensure service quality.
- Responded promptly to inquiries and requests from prospective customers, enhancing their experience and engagement.
Support Agent/Quality Agent
ACS
12.2012 - 06.2016
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers on resolved issues to ensure satisfaction and uphold customer service standards.
- Trained staff on operating procedures and company services to enhance team efficiency and service delivery.
- Adapted to rapid changes in work environment by adjusting strategies and approaches.
Education
HIGH SCHOOL DIPLOMA -
Waxahachie High School
Waxahachie, TX06.2009
Skills
- Payroll processing
- Compliance oversight
- Quality Assurance
- Accurate reporting
- Data Analysis
- Process improvement
- Project Management
- Quality control
- Client management
- Project development
- Microsoft Excel
- Microsoft Word
- Time Management
- Critical Thinking
- Complaint Escalation
- Communication skills
- Communication skills
Timeline
Payroll Account Manager
ADP
01.2024 - 02.2026
Quality Analyst/Payroll Specialist
Genpact
03.2021 - 01.2024
Customer Service Representative
ORI INC.
05.2018 - 03.2021
Customer Service Associate
Teleperformance
06.2016 - 05.2018
Support Agent/Quality Agent
ACS
12.2012 - 06.2016
HIGH SCHOOL DIPLOMA -
Waxahachie High School