Tracy Davis

Experience

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  Ceridian Corporation

  Mar 2005 - Jan 2020

  A global human resources management system solution generating $670M+ revenue annually.▪ Awareness of and functional usage of various types of payroll software▪ Knowledge of payroll, garnishments, and benefits distribution▪ Directed, managed, and evaluated solution focused systems for cost effectiveness▪ Collected, calculated, and finalized timesheet data and payroll information▪ Entered data into payroll and administrative databases and software programs▪ Calculated wages, benefits, tax deductions, and commissions▪ Prepared and processed paychecks and cash deposits▪ Monitored and tracked service requests providing feedback to agency leadership▪ Hired, trained, and developed the Customer Support Technical Specialist team to timely resolve customer care issues▪ Managed up to 35 customer support analysts on-site and remotely using virtually technology▪ Monitored, and supervised employees completing performance evaluations▪ Evaluated employee’s stats and productivity weekly using an electronic database and shared files for dissemination review and follow-up▪ Increased employee engagement from 36% to 90% between 2016-2020 applying metrics data, benchmark, and outcome performance measures▪ Improved the Net Promoter Score from -3 to 36 by creating call center scripting and coaching sessions for training related to best practices for customer service▪ Demonstrated knowledge and applied accounting principles to actualize bonuses annually 2015-2020▪ Managed the staffing process, including recruiting, interviewing, hiring, and onboarding▪ Evaluated employee performance and appraised their pay scale accordingly▪ Generated official internal documents such as offer letters, appointment letters, and warning letters▪ Took appropriate disciplinary action against employees who violated rules and regulations and addressed employee grievances▪ Maintained physical and digital files for employees and their documents and benefits Show less ▪ Improved application knowledge and technical expertise to supervise and train the 2nd /3rd Level Signature Support teams▪ Examined, analyzed, and prepared financial records and statements▪ Provided compensation and benefits payments to over 400 employees▪ Applied, tracked, and recorded costs and expenses▪ Demonstrated knowledge of tax strategies and preparation▪ Problem-solved issues to combat loss of revenue presented updates to leadership for risk management▪ Implemented the use of spreadsheets to track data for department team for staff development▪ Conducted performance improvement and quality assurance objectives to ensure continuity of service delivery ▪ Created new scripting to lift the quality monitoring from an 85% goal to a consistent 98% average▪ Improved first call resolution from 80% to 89% after multiple and detailed training sessions▪ Facilitated employee development through weekly meetings, and feedback based on performance metrics and mentoring Show less

  • Manager Technical Customer Support

    Mar 2005 - Jan 2020

  • Supervisor Technical Customer Support

    Jan 2015 - Jan 2016

  • Senior Client Analyst

    Mar 2005 - Jan 2015
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  Jiffy Lube International

  Feb 2021 - Jul 2021

  General Manager Sales Operations

  ▪ Provided collaborative communications to ensure technical support across departments in human resource information. system (HRIS) solutions▪ Displayed supervisory and leadership skills in personnel management functions including payroll, benefits, performance metrics and evaluations▪ Analyzed key performance indicators to improve outcomes using best practices for day-to-day operations and to document and summarize processes efficiency▪ Demonstrated excellence in written and verbal communication skills▪ Vetted, interviewed, trained, and selected key figures for agency roles▪ Recognized by Regional Manager for increasing store revenue over 35%; rated 4.5 on google reviews▪ Conducted motivational interviewing techniques for goal attainment▪ Passionate about continuous quality improvement programs and implementation for focused objectives▪ Forecasted and executed budgets and schedules Show less

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  Compass Group

  Aug 2021 - Feb 2022

  Payroll Tax Analyst

  A global leader in the food and support service industry.▪ Complete general ledger tax account reconciliations▪ Reconcile data between Master Tax and System Applications and Products, identify variances, and determine corrective actions▪ Provide excellent customer service to internal and external clients ▪ Research and apply tax laws for day-to-day compliance