1. LATONYA GAYE—713/478-7034 EMAIL: LATONG7@YAHOO.COM
PROFESSIONAL SUMMARY:
 More than 12 years of experience with Human Resources, Payroll & Benefits/IT Support
Seasoned Customer Service Specialist with
 Bookkeeping: AP/AR
 Experienced with PeopleSoft, SAP, Oracle HRIS Systems, Ceridian and Workday, Lotus Notes
 Experience with Payroll includes Entering Time, Calculating Compensation (including PTO, Overtime,
Vacation, etc.), Processing Payroll, and Auditing Payroll Reports for Accuracy and Completeness
 Assisted with 401K Setup and other Benefits Administration Duties
 Proficient with Microsoft Office Suite – Skilled with Excel
EDUCATION:
COLLEGE: MAJOR: Major in Social Science Expected Graduation Date: 2017
Currently studying for CPP (Certified Payroll Professional)
KLEIN FOREST HIGH SCHOOL – HOUSTON, TX-1999
PROFESSIONAL EXPERIENCE:
MANHATTAN LIFE INSURANCE COMPANY :HR & PAYROLL CONSULTING: 4/2015 to 3/2016
 Federal & State laws, rules and regulations pertaining to human resources and labor relations.
 General principles and practices of human resource management.
 On Boarding & presentations & personnel transactions
 VOE’s, adjustments for promotions, rates, etc.
 Background checks/setting up drug screens
 Knowledge of Canadian HR Laws
 Principles of classification, compensation, benefits, recruitment & selection, integrated disability management,
training & organizational development
 Exit Interviews and researching; maintaining files
 Human Resource policy and procedure development and implementation techniques
 Safety issues and principles of risk management.
 Labor & employee relations in both unionized and at- will environments.
 Principles of effective labor negotiations.
 Worker’s compensation reporting and administration requirements.
 Benefit and leave administration programs.
 Clerical, financial and record keeping practices.
 Use of personal computer and software, including the court’s automated case management system, HR
management system, word processing, spreadsheet, database, and other job-related applications and systems,
office procedures, practices and equipment.
 JE posting, payment of bills, purchase orders, and check requests
 AR & Collections
 Accounting Assisting—providing services as needed and requested
AON HEWITT: HR BPO Payroll Delivery Analyst 1/2015- 3/2015 (assignment completed)
 Act as a Subject Matter Expert for Microsoft Access, payroll, payroll tax, and/or accounting
 Evaluate new and existing processes and identifying process improvement opportunities
(standardization, automation).
 Research payroll and payroll tax-related inquiries including general ledger inquiries, responding to
these inquiries in a friendly and informative manner and documenting problem resolution steps.
 Perform regular and as-needed quality assurance on various payroll/accounting functions

2. Identify need for reconciliation improvements and offer suggestions to facilitate the same
 Handle data correction in relation to the general ledger as a result of the payroll
cycle/calendar.Assess relevance of data in the analyses of payroll transactions
 Develop and maintain metric reporting as defined by leadership and client
 Identify root cause and facilitate feedback to other sub-domains to minimize errors causing
reconciling items
 Provide related problem resolution support and take appropriate steps to close the case
 Assist client manager or participate in meetings related to complex issues and coordinate
interaction with domain Subject Matter Experts
 Ensure standardization of common processes among client teams
 Analyze and interpret legislative changes and the impact on the payroll domain
 Provides guidance to other team members
RICOH – HOUSTON, TX 01/2014 – 03/2014
BILLING SPECIALIST (CONTRACT)
 Followed up on references, collection and allocation of payments
 Carried out billing, collection and reporting activities according to specific deadlines
 Reconciliation of accounts
 Monitored customer account details irregularities
 Maintained Accounts Receivable customer files
 Investigated and resolved customer queries
 Processed adjustments and re-bills
 Communicated with customers via phone, email, mail or in-person
ISS FACILITY SERVICES / HEWITT PACKARD – HOUSTON, TX 12/2011 – 05/2013
CALL CENTER CUSTOMER SERVICE SUPERVISOR
 Provided day to day direction, work assignments, and staffing levels to provide the level of customer
service according to SLA goals.
 Maintained records relating to performance, time reporting, and work assignments
 Developed and ensured proper coverage via work schedules
 Logged weekly employee payroll for the entire team
 Processed all payroll (bi-weekly, semi-monthly), including PTO, overtime, vacation, etc.
 Reviewed payroll audits to ensure accuracy and completeness for approval
 Assisted with 401K registration, as well as other benefits administration tasks
 Prepared performance assessment documents and reviews them with the Contact Center Manager for
approval
 Provided feedback to the employee regarding their performance
 Participated in the hiring process and administer corrective action with concurrence of the manager
 Communicated team goals and assisted individuals in achieving established annual goals and
maintaining metrics relating to the team goals and individual goals
 Assisted manager in the development of less tenured employees
 Ensure accuracy, quantity and quality of team members work to ensure that they were meeting or
exceeding established SCF guidelines
 Assisted manager in the development and administration of budget and expense controls
 Conducted team meetings and attend other meetings as directed by manager

3.  Monitored calling system and proactively adjusted staffing resources as needed
 Assisted in identifying call trends and patterns
 Assisted with administrative duties, quality assurance programs, and established training programs that
guided employees toward continuous improvement
 Built, established and maintained open lines of communication with agents, peers, trainers, managers,
Engineering, Marketing, Manufacturing, and other areas of the company to facilitate problem solving
 Interviewed and hired prospective agents
 Assisted with terminations
 Created and administered team attendance records, salary plans, vacation and staffing schedules and
forecasts
VERIZON WIRELESS – HOUSTON, TX 03/2008 – 07/2009
CALL CENTER/TECHNICAL SUPPORT COORDINATOR
 Troubleshot customer device issues
 Answered all incoming calls
 Consulted with various departments on new offers
 Practiced one call resolution
LOGIX COMMUNICATIONS – HOUSTON, TX 04/2006 – 03/2008
CUSTOMER SERVICE/TECHNICAL SUPPORT REPRESENTATIVE
 Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and
professionalism to resolve customer issues with one call resolution
 Responded to routine customer inquiries regarding service delivery, outages, component level problems,
or other technical problems
 Specialized in several service areas such as High Speed Internet, digital telephone, T-1's etc.
 Responsible for provisioning customer's orders
 Answered customer/client requests or inquiries concerning services, products, billing, equipment and
claims
 Communicated with designated departments to install and/or remove equipment
 Maintained database records
 Resolved billing issues for customers
 Placed and/or processed orders to change, delete, or add products to a customer’s existing account
 Assisted with new hire training
 Worked in one or multiple queues/skill sets over various customer contact channels
 Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and
professionalism to resolve customer issues with one call resolution coordinate special projects
FBC – HOUSTON, TX 01/1999 – 04/2006
CUSTOMER SERVICE CALL CENTER SUPERVISOR/PRODUCTION MANAGER
 Assumed multi-tasks, responsible for managing and supervising staff; handling of all customer services
and complaints nationwide
 Resolved all matters with high professionalism and sound judgments
 Reported directly to President and Vice President and Payroll Manager/Director
 Planned and prioritized work duties, delegating work flow evenly among staff and deadline-oriented
 Worked in a very rapid paced environment, utilizing excellent organizational skills to develop and
improvement processes for production workflow and company structure
 Strong interpersonal and management skills were enforced and developed

4.  Oversaw, managed and monitored all incoming and outgoing Sales, Purchases and Processes Handling
of cash, checks, receivables, payables, contracts and Purchase Orders
 Prepared daily bank deposits and reconciled monthly bank statements
 Prepared daily purchase order reports, productivity reports
 Processed payroll time and budget reports for management
 Processed payroll through PeopleSoft
 Oversaw the process of book casing, quality controls, data entry and proofing of all materials
 Prepared and implemented Process Improvement Policies and enforced a strong Telemarketing Service
that proved to be a success for the company's growth
 Also managed the Call Center
 Held and attended staff meetings, prepared performance appraisals
 Prepared and provided PowerPoint Presentations