Surabhi Gautam
Vancouver,BC
Summary
Dynamic National HCM Consultant at ADP Canada with expertise in ADP Workforce Now and exceptional client relationship management. Achieved a 98% client satisfaction rate while implementing process improvements that reduced resolution times by 25%. Proven track record in payroll compliance and financial reporting, driving operational excellence and client success.
Overview
9
9
years of professional experience
Work History
National HCM Consultant
ADP Canada
Burnaby, Canada
09.2022 - Current
- Managed payroll and HR functions for 30+ corporate clients, ensuring 100% compliance with statutory reporting and remittance deadlines.
- Delivered high-quality client support across Workforce Now, HR, and Time & Attendance modules, achieving a 98% client satisfaction rate.
- Identified process inefficiencies and implemented workflow improvements that reduced resolution times by 25%.
- Conducted detailed payroll audits and reconciliations, ensuring accurate year-end filings.
- Partnered with internal teams to streamline client issue escalation, improving case closure speed by 15%.
- Recognized by management for exceeding performance metrics and demonstrating exceptional analytical and client relationship management skills.
Financial Coordinator
Visual College of Art and Design
Vancouver, Canada
12.2020 - 09.2022
- Oversaw financial operations supporting 400+ students, including account reconciliation, vendor payments, and tuition collections.
- Reduced billing discrepancies by 20% through improved tracking and reporting processes.
- Managed accounts receivable and implemented efficient follow-up systems improving collection timelines by 30%.
- Supported senior management with financial data analysis, expense tracking, and audit documentation.
- Trained staff on financial processes and compliance standards, increasing team accuracy and efficiency.
- Coordinated with admissions, finance, and academic departments to align student enrollment and payment workflows.
Client Service Advisor / Subject Matter Expert
Scotiabank
Toronto, Canada
08.2019 - 12.2020
- Served as the first point of contact for 100+ daily client interactions, resolving account, loan, and product inquiries efficiently.
- Improved onboarding experience for new clients, contributing to a 15% increase in retention and cross-sell opportunities.
- Created service documentation and training resources, reducing onboarding time for new hires by 20%.
- Prepared weekly performance reports for leadership, providing data-driven insights on client satisfaction.
- Recognized by management for excellence in customer service and compliance adherence.
Admissions Advisor / Brand Ambassador
Seneca College
Toronto, Canada
11.2016 - 07.2019
- Supported admissions operations for 1,000+ student applications annually, ensuring compliance with college and ministry regulations.
- Strengthened engagement through participation in 25+ community and education events each year.
- Implemented improved record-keeping processes, reducing documentation errors by 40%.
- Collaborated with academic and student services teams to enhance student orientation and retention programs.
- Consistently achieved departmental goals for enrollment accuracy and student satisfaction.
Education
Payroll Compliance Professional (PCP) -
Douglas College
Vancouver, BC01.2022
Post-Graduate Certificate - International Business Management
Seneca College
Toronto, ON01.2019
Bachelor of Commerce (Honours) -
Apejay College of Fine Arts
Jalandhar, Punjab01.2014
Skills
- ADP Workforce Now
- SAP
- Workday
- Oracle
- AS400
- JIRA
- MS Office 365
- Excel
- Outlook
- PowerPoint
- Teams
- SharePoint
- CRM Tools
- Siebel
- Service Connect
- Financial Reporting
- Tax & Payroll Compliance
Websites
Languages
- English
- Hindi
- Punjabi
Timeline
National HCM Consultant
ADP Canada
09.2022 - Current
Financial Coordinator
Visual College of Art and Design
12.2020 - 09.2022
Client Service Advisor / Subject Matter Expert
Scotiabank
08.2019 - 12.2020
Admissions Advisor / Brand Ambassador
Seneca College
11.2016 - 07.2019
Payroll Compliance Professional (PCP) -
Douglas College
Post-Graduate Certificate - International Business Management
Seneca College
Bachelor of Commerce (Honours) -
Apejay College of Fine Arts