Melanie Sharpe
Louisville
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
21
21
years of professional experience
Work History
Payroll Specialist
Confluent Health Services
Louisville
11.2022 - Current
- Process payroll for employees using Confluent Health Services' payroll software.
- Review timecards and attendance records for accuracy and compliance.
- Maintain employee records and update information in the payroll system.
- Resolved employee payroll questions and issues through effective communication via email, phone, and in person.
- Solved complex problems related to payroll processing quickly and efficiently.
- Assisted customers with inquiries and resolved issues effectively.
- Maintained detailed records of customer interactions in CRM system.
- Handled escalated complaints with professionalism and empathy.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Accounts Payable Administrator
Derby Fabricating Solutions
Louisville
07.2018 - 10.2022
- Processed vendor invoices promptly to ensure timely payments and maintain good vendor relations.
- Maintained accurate accounts payable records to support financial integrity and reporting.
- Collaborated with vendors to resolve payment discrepancies.
- Managed weekly check runs and electronic payment processes.
- Provided comprehensive accounts payable documentation to support audits and facilitate compliance.
- Entered data into accounting system to maintain accurate financial records.
- Researched and responded to inquiries from vendors regarding invoice status or payment issues.
- Cultivated strong vendor relationships through timely and clear communication of payment information.
- Assisted in preparing journal entries for accounts payable to ensure accurate financial documentation.
- Coded invoices systematically to ensure organized and accurate record-keeping.
- Developed procedures for accounts payable operations to improve efficiency and compliance.
- Monitored accounts regularly to confirm timely payments and prevent overdue balances.
- Recorded debit, credit, and account transactions in spreadsheets and databases for precise tracking.
- Reduced financial discrepancies by verifying accounting statements.
- Handled employee inquiries about payroll discrepancies and policies to provide clarity and resolution.
- Collaborated with HR to ensure accurate deductions and benefits administration.
- Processed payroll for over 500 employees bi-weekly, ensuring accuracy of pay and deductions.
- Reviewed timesheets for accuracy and completeness before payroll processing to prevent errors.
- Performed manual calculations for retroactive pay adjustments or special payments.
- Researched and resolved employee payroll questions and issues via email, phone and in person.
- Collaborated with employees and supervisors to immediately resolve discrepancies in timesheets.
- Researched discrepancies in payroll data and provided corrective action when needed.
- Reviewed timecards at month end to ensure accuracy before approving payment.
- Prepared payroll reports for management to facilitate review and support audit processes.
- Trained new staff on payroll procedures and software to enhance operational efficiency.
- Managed multiple customer cases simultaneously while maintaining service standards.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Worked closely with department personnel to produce accurate and timely bills.
- Reduced financial discrepancies by verifying accounting statements.
Customer Service Representative
T - Mobile Communication
Lexington
05.2016 - 07.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on new products and services, enhancing overall satisfaction.
- Handled billing questions and explained payment options clearly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships, fostering repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Strengthened customer retention by offering discount options.
- Identified areas for improvement in customer service processes and proposed actionable changes.
Payroll Specialist, Accounts Payable & Receivable
Industrial Electrical Equipment Company
Louisville
01.2011 - 01.2017
- Reconciled accounts payable and receivable, maintained balance sheet accounts, and prepared wires and transfers for monthly distributions and mortgage payments to ensure accuracy and timely processing.
- Prepared detailed reports on reconciliation findings for management review.
- Resolved customer inquiries regarding outstanding payments and invoices, enhancing customer experience and satisfaction.
- Researched payment history for customers when necessary in order to accurately reconcile accounts receivable balances.
- Assisted in the preparation of financial reports for management review.
- Oversaw full accounting cycle and prepared applicable financial statements.
- Collaborated with external partners to complete audits.
- Minimized internal accounting department backlogs by updating accounts and generating reports.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Resolved customer issues with knowledgeable and friendly service, contributing to high levels of customer satisfaction.
- Recognized by management for providing exceptional customer service.
- Managed inventory and supplies to ensure availability of materials.
- Generated ad hoc reports for management regarding account balances or variances.
- Researched and implemented best practices to improve audit results.
- Assisted clients in determining business strategy and achieving profitability goals.
Payroll Specialist / Receptionist
State of Kentucky Finance Cabinet - Office
Frankfort
01.2005 - 01.2010
- - Processed payroll for 2,000+ employees
- Processed payroll for diverse employee groups using advanced payroll software.
- Set up and processed garnishments, 401k, and other employee changes.
- Ensured compliance with tax regulations and labor laws during payroll processing.
- Maintained accurate employee records and updated information.
- Responded to employee inquiries regarding payroll discrepancies and policies.
- Processed payroll data and maintained accurate records of employee time, wages, deductions, taxes, benefits, and other information.
- Generated management reports analyzing labor costs against budget projections, supporting strategic decision-making.
- Maintained confidentiality of sensitive payroll documents and records.
- Calculated overtime, vacation sick hours, and other categories of time.
- Generated relevant paperwork and payroll reports.
- Managed 401K contributions by calculating amounts due from employee salaries and wages.
- Created reports to monitor changes in salary, overtime payments, vacation time, insurance coverage and other relevant employee information.
- Researched discrepancies between paychecks and personnel files for accuracy.
- Recorded adjustments to previous pay-related errors.
- - Provided employment verifications, W4 and I9 requirements, and benefit information
- - Contacted managers regarding payroll rules and regulations
- - Maintained and updated employee files and payroll documents
- - Answered multi-line phone system
- Managed incoming phone calls and directed them to appropriate staff members.
- Scheduled appointments and maintained the office calendar for efficient operations.
- Assisted clients with inquiries and provided information about services offered.
- Answered incoming calls, redirected callers to appropriate personnel, and took messages.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Input customer data into reservation systems and updated to reflect room changes.
- Tracked office supplies inventory levels, placed orders for replenishment, and monitored deliveries.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Verified past employment of candidate hires.
- Provided pay-related information to employees and managers on benefit plans, tax issues and collective bargaining provisions.
- Coordinated payroll deduction programs for special initiatives and donation drives, enhancing employee engagement.
Education
Diploma -
Leslie High School
Leslie, MISkills
- Payroll
- Payroll administration
- Accounts Payable
- Accounts Receivable
- Financial reporting
- Tax compliance
- Audits
- Audit support
- Month-end close
- Invoicing
- Account reconciliation
- Reporting
- Problem solving
- Process improvement
- Attention to detail
- Compliance assurance
- Documentation
- Credit card payment processing
- Microsoft Office/Outlook
- Microsoft Word/Excel
- Peachtree
- QuickBooks
- CRM software
- Office technology use
- Spreadsheets
- Task prioritization
- Multi-line phone talent
- Customer inquiry handling
- Support case resolution
- Issue resolution
- Conflict resolution
- Communication skills
Timeline
Payroll Specialist
Confluent Health Services
11.2022 - Current
Accounts Payable Administrator
Derby Fabricating Solutions
07.2018 - 10.2022
Customer Service Representative
T - Mobile Communication
05.2016 - 07.2018
Payroll Specialist, Accounts Payable & Receivable
Industrial Electrical Equipment Company
01.2011 - 01.2017
Payroll Specialist / Receptionist
State of Kentucky Finance Cabinet - Office
01.2005 - 01.2010
Diploma -
Leslie High School