Customer Service Relations

KAREN L. CUMMINGS

Glen Burnie, MD *****

240-***-**** - **************@*****.***

SKILLS

Customer relations and Relationship building Expert problem solving and Decision-making

Analytical thinking Documentation management

Proficient in Microsoft Windows, Microsoft

Office Professional: Word & Excel. Accounting

Software: Foundation (& Mobile Foundation,)

Star Builder & Quick Books. Data Forma:

Office and Customer Service management

software ExakTime: Job Clock Service

Teamwork, collaboration & multitasking

Analytical thinking

Management collaboration

Self motivation

Management collaboration

Advanced communication

PROFESSIONAL SUMMARY

Resourceful specialist with expertise in problem-solving, data analysis, & customer service. Solid foundation in specialized tasks & a track record of delivering results through targeted initiatives. Proven ability to implement effective strategies that enhance operational efficiency and support team objectives. Adept at quickly learning new technologies & processes for driving success. Demonstrated proficiency in problem-solving & project management, with a proven track record of successfully managing multiple projects & developing innovative solutions.

WORK HISTORY

01/2018 to 12/2024 Payroll & HR Specialist

Grounded Electrical Construction – Glen Burnie, MD As the only Payroll & HR Specialist for the company, I helped bring the company current with Payroll and HR laws and guidelines for the state and federal government. Processing weekly payroll through our accounting software Foundation for upto 150 employees. Maintaining 15 plus active prevailing wage projects through preparing weekly certified payroll reports on the standard WH-347, DLLR Website, LCPTracker, eComply and several other programs used by General Contractors, plus any other required reports per the contract. Maintaining monthly, quarterly and yearly required forms for payroll and HR. Streamlined and managed our Apprentice program with over 35 Apprentices in 7 different programs throughout Maryland and DC to insure they were attending weekly classes, and their OJT hours were updated weekly for proper rate of pay on all prevailing wage projects. Responsible for the new hire process from onboarding paperwork (background check & drug testing) through orientation, employee files, paper & electronically records kept and setting them up in our accounting software. In charge of all accidents, filing WC claims, setting up and following medical appointments and restrictions until the employee was release to full duty. Helped all employees navigate the benefit programs with paperwork for changes in coverage during open enrollment, claims, and any issues that might arise with the benefits (Heath Insurance through Kaiser, Dental and Vision through Guardian, and AD, STD/LTD through Hartford.) I was also appointed the companies Covid representative, through webinars, live news releases, reports and at times daily changing to the CDC guidelines, I educated myself will all current guidelines to insure the lease amount of exposure while we were actively working on job sites and in the office daily. Insured our job sites maintained CDC standards and any additional requirements per job sites with PPE.

09/2016 to 01/2018 Contract Payroll Specialist Via Aerotek to Payroll Corman Construction – Annapolis Junction, MD

As the Payroll Clerk I work within a time-sensitive, deadline-driven environment in order to complete accurate weekly payrolls for a multi-state state payroll. I am in charge of compiling and maintaining time sheets, payroll data and records; prepares and generates payroll forms

(W-2s, etc.) I am also responsible for the computation of withholding and deductions from payroll. I perform daily data entry to Viewpoint or similar accounting/payroll software, as well as the use of third-party software for project compliance. Under general direction of Payroll Manager and using my experience and knowledge, applies knowledge of Davis-Bacon and other prevailing wage law to payroll information to generate accurate pay checks and certified payroll reports, as well as standard and ad hoc reports. As the Payroll Clerk I am able assists the Payroll Manager with quality control/self-audit of payroll data prior to generating checks. I am also responsible for weekly data entry and/or upload of certified Payrolls results to the appropriate websites that include LCPTracker, DLLR, COR and CADAC Group. Along with the weekly Certified Payroll, I maintain VDOT required C Forms. In the absence of the Payroll Manager, I can step in and run the normal payroll processes. I am able to perform other tasks and duties as needed.

11/2011 to 03/2015 Executive Assistant

RCS, LLC – Gaithersburg, MD

As an Executive Assistant my position has a great many roles. The two primary roles I fill are Customer Service/ Production Control and Office Administration. I spend approximately Forty percent of my day is in Production Control/ Customer Service and sixty percent is given to Office Administration duties. In the customer service/ production control area my duties include but are not limited to: Receives request for work either telephone or electronic format from established customers and new clients, and entering the required data into automated systems. Monitoring inputs/outputs within the automated systems to identify funding issues, hold-ups, and discrepancies that impacts completion of work. Maintaining excellent customer relations and developed customer rapport, diplomatically resolved customers complaints on as- needed basis. Tracking and following up with orders from vendors, resolve ordering problems and insure the right quantities and qualities are provided. Maintaining good public relations between clients, subcontractors and vendor. Coordinate and filed all warranty information, settling warranty issues with customers as well as with manufactures products, tracking all warranty work. Approximately sixty percent of my daily time is spent performing Office Administration tasks. These include but are not limited to: Processing weekly payroll. Preparing reports and project folders that covers project requirements, cost estimates, funding documents, Job Order Numbers system tracking and/or scheduling data to present to management for assignment. Coordinates submission of proposals and bids. Maintained and produced records for auditing time-sheet, attendance records, and weekly deductions, Processed new hires, payroll deduction, and terminations into the Quick Books payroll system. Assists with bidding trades. Maintain subcontractor database. Scheduling of subcontractor walk through of upcoming projects. Prepare subcontractor documents for projects. Gather all subcontractor documents into one subcontract. Schedule meetings both internal and at job site. Maintained records of incoming and outgoing inventory using Excel spreadsheets and Quick Books forms. Review scopes of work. Review insurance and bonding forms. Provided direct support to the Roofing Department, VP, Superintendents, and field crew members. Maintained inventory and order supplies; accurately calculated and made daily deposits. Maintain and update MSDS information.

01/2002 to 11/2011 Service Department Administrator J&R Roofing Inc. – Jessup, MD

As a Service Department Administrator/ Production controller my position has a great many roles. The two primary roles I fill are Customer Service/ Production Control and Office Administration. I spend approximately forty five percent of my day is in Customer Service and sixty percent is given to Office Administration duties. In the customer service/ production control area my duties include but are not limited to: Taking service calls from clients as well as calls from supply houses and various venders, setting up service calls and entering data in a computer based service program, tracking service call data and mechanic's time from start date till the service call is complete, following up with customers on work performed, maintain excellent customer relations and developed customer rapport, diplomatically resolved customers complaints on as-needed basis tract and follow up with orders from vendors, resolve ordering problems and insure the right quantities and qualities are provided, maintain good public relations between clients as well as vendors, keep tract, Keeping tract and filing all warranty information, Settling warranty issues with customers as well as with manufactures products, Tracking all warranty work, Create and provide reports to management for service and warranty work and update customer data base as well as many other customer service related tasks, Approximately fifty five percent of my daily time is spent performing Office Administration tasks. These include but are not limited to: Processed weekly payroll (contract / construction work and certified payroll), Maintained / produced records for auditing time-sheet, attendance records, and weekly deductions, Processed new hires, payroll deduction, and terminations into the Star Builder payroll system, Processed packing slips, purchase orders, and invoices for payment, Maintained records of incoming and outgoing inventory “producing weekly, monthly and quarterly reports”, Produced daily / monthly invoices using Excel spreadsheets, AIA forms and Dataforma

formats with accuracy and superior quality, created, implemented, and maintained user friendly filing systems and data bases in Excel and Word, Provided direct support to the Service Department, Developed, coordinated and tracked scheduling for the Maintenance Program, Organized company mass mailings, Maintained inventory and order supplies, accurately calculated and made daily deposits of up to $900,000; Supervised 10+ employees on daily basis and Delegated responsibilities to employees to meet company's expectations. Maintain and update MSDS information.

EDUCATION

High School Diploma : Ft. Meade HS - Ft. Meade, MD

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