Marsha Hanlan
Wembley,UK
Summary
Results-driven professional with extensive expertise in CRM software, strategic thinking, and advanced analytical capabilities. Demonstrates proficiency in Microsoft Office Suite, SAP CRM performance data collection, and Salesforce, alongside a strong foundation in finance management and business process improvement. Adept at employee training and development, payroll and contracts management, and spot-check auditing to ensure adherence to quality standards. Excels in customer needs analysis, client support, and delivering outstanding customer service while maintaining resilience under pressure. Committed to fostering organisational growth through innovative solutions and continuous improvement initiatives.
Overview
32
32
years of professional experience
2032
2032
years of post-secondary education
1
1
Certification
Work history
CBO Team Lead / Payroll and Account Manager
Randstad Sourceright
Alpharetta, GA
2016.01 - 2025.01
- Facilitated client support and onboarding, including I9s and state-specific forms.
Managed payroll processing for over 7,000 employees.
Conducted account reconciliations and audits to ensure financial accuracy.
Presented updates and reports to C-level executives effectively.
Oversaw disciplinary actions and escalated issues as necessary.
Trained team members while serving as a Subject Matter Expert.
Utilised VMS tools, including Fieldglass, and time entry systems like Bullhorn.
Demonstrated strong multitasking abilities in a fast-paced environment.
Senior Level 3 Accounting/ Customer Service Subject Matter Expert / Lead
Danaher Corporation
Alpharetta, GA
2013.01 - 2016.01
- Facilitated credit and debit processing with accounting for multi-billion pound corporation.
Liaised between departments to address customer service and order processing queries.
Directed daily functions of two customer service teams to enhance productivity.
Engineered two QuickBase Applications for material tracking and financial processing.
Provided training on various job roles to elevate employee performance.
Contributed to strategic planning of departmental changes, acting as a development consultant.
Exhibited exceptional multi-tasking and critical thinking under pressure.
Data Entry Specialist (Dental Encounters)
Delta Dental Health Insurance
Alpharetta, GA
2012.01 - 2013.01
- Maintained an impressive rate of 192 claims processed each hour with exceptional accuracy.
Conducted thorough verification of dental codes and procedures.
Handled logging of incoming dental claims, ensuring timely payments.
Accurately inputted dental encounters for payment processing.
Customer Service
Gwinnett County Board of Elections
Lawrenceville, GA
2012.01 - 2012.01
- Processed absentee ballots, distributed and collected poll equipment, and operated in a highly secure environment handling confidential information.
Customer Service Rep
Houghton Mifflin Harcourt
Orlando, FL
2011.01 - 2012.01
- Duties included answering inbound call and placing outgoing calls, entering orders in SAP, managing customer accounts and tracking orders, answering customer questions regarding account information, resolving customer issues, issuing credit/ debits and processing payments, strong multi-tasking using multiple screens at once, liaison between Sales, Accounting and Order management.
Customer Service Rep
Florida Unemployment Comp.
Orlando, FL
2010.01 - 2011.01
- managing high inbound call volumes, handling sensitive materials, addressing customer inquiries regarding account details, defusing irate customers, delivering enhanced customer support, demonstrating strong multi-tasking abilities, utilising multiple screens simultaneously, completing essential paperwork, training staff on updated policies.
Administrative Assistant
TDP Financial
Stafford, VA
2006.01 - 2009.01
- Duties included preparing tax documentation, communicating with IRS for client follow up, preparing reports, scheduling meetings, travel arrangements, training staff, payroll and basic clerical duties.
Admin. Assistant
Office Team
FT Lauderdale, FL
2002.01 - 2006.01
- Worked for Kerzner Int’l as Admin. Assistant for VP of Marketing – duties included typing, sending emails, scanning documents and database management using Excel. Worked for a Nursing agency as Data Entry Clerk duties included updating information and sending letters using mail merge. Worked for Florida Medical Center as Admin. Assistant/ Receptionist- duties included answering multi-line phones, front desk, customer service and typing documents.
Admin. Assistant
Remedy Staffing
FT Lauderdale, FL
2001.01 - 2002.01
- Worked for an online mortgage company as Admin. Assistant- duties included typing in mortgage loans for closing and approval, sending emails and communicating loan info to various departments. Worked for American Classic Voyages as reservation agent (perm. position) – duties included working in a call center, answering multi-line phones, creating reservations and modifying existing ones, customer service and strong typing.
Admin/Property Manager
Sparks Personnel
Bethesda, MD
1997.01 - 2001.01
- Worked for companies such as The Gates of Mclean- Admin/Property Manager, West group Management –Commercial leasing, Watson Wyatt- Executive Admin for Head of US Division, Booz Allen Hamilton– Executive Assistant to three Directors, Marriott Headquarters- SR Admin. Assist for VP of Technology, Admin. Assist for three Directors, Carey Int’l – Admin. Assist for head of accounting, Rubino & Mougen Law Firm- Admin. Assist, NIH – Data Entry Spec., United States Pharmacopoeia- Assistant Human Resources, TDEC – Data Entry Clerk, Marriott Hotel- Customer Service, and other various companies- Special projects to included Database management using Access and Excel, Admin. and Customer Service.
Admin. Assistant
Airborne Express/PTG
Rockville, MD
1996.01 - 1997.01
- Was in charge of logging in drivers into the system after deliveries, searching for undelivered packages in the system, creating manifests and ensuring that all drivers under my route were delivered on time. Managed 40 drivers.
Admin. Assistant
Robert’s Institute of Hair Technology
Hyattsville, MD
1993.01 - 1997.01
- Worked at the front desk. Duties included Bookkeeping, Receptionist, Customer Service, Light typing and Filing.
Education
CPD Diploma - Payroll Administration
Lead Academy
BS - Health Care Administration
University of Central Florida
2011.01 - 2014.01
AA - Health Care Administration / Business Administration
Keiser University
2006.01 - 2009.01
Certificate - Computerized Business Systems/Network Administration
Computer Learning Centre
Laurel, MD 1996.01 - 1997.01
Skills
- Strategic thinking capabilities
- Microsoft office suite competency
- Knowledge of quality standards
- Advanced analytical capabilities
- Business process improvement
- Microsoft Excel
- SAP CRM performance data collection
- Payroll and contracts management
- Spot-check auditing
- Finance management
- Employee coaching and mentorship
- Employee training and development
- Client support
- Courtesy etiquette
- Customer education and onboarding
- Resilience to stressful situations
- Email administration
- Salesforce
- Order processing
- Outstanding customer service
- Customer needs analysis
- CRM Software proficiency
References
References Available Upon Request
Summary Of Qualifications
- Six (6) Years of Team Management
- Twenty-three (23) Years Administrative/Data Entry/ Customer Service Experience
- Eight (8) Years of International Payroll processing and HR Management
- Three (3) Years of Accounting reconciliation, Finance and Billing
- Five (5) Years Clerical and Bookkeeping Experience
- One (1) Year Driver Delivery Management /Property Management Experience
- Trained in UK Payroll , Brightpay and Sage
- Knowledge of Microsoft Software’s: Word, Excel, Access, Works, Bullhorn, Allwork PowerPoint, Outlook, VMS SAP, Brightpay, Sage, QuickBase, Medisoft, QuickBooks, Time Management, Vantive, VIMS Time management tools, Salesforce, etc., Some Professional Business Software.
- Extremely Fast Leaner and Excellent Multi-Tasking Skills
Certification
Yellow Belt Certified
Timeline
CBO Team Lead / Payroll and Account Manager
Randstad Sourceright
2016.01 - 2025.01
Senior Level 3 Accounting/ Customer Service Subject Matter Expert / Lead
Danaher Corporation
2013.01 - 2016.01
Data Entry Specialist (Dental Encounters)
Delta Dental Health Insurance
2012.01 - 2013.01
Customer Service
Gwinnett County Board of Elections
2012.01 - 2012.01
Customer Service Rep
Houghton Mifflin Harcourt
2011.01 - 2012.01
BS - Health Care Administration
University of Central Florida
2011.01 - 2014.01
Customer Service Rep
Florida Unemployment Comp.
2010.01 - 2011.01
Administrative Assistant
TDP Financial
2006.01 - 2009.01
AA - Health Care Administration / Business Administration
Keiser University
2006.01 - 2009.01
Admin. Assistant
Office Team
2002.01 - 2006.01
Admin. Assistant
Remedy Staffing
2001.01 - 2002.01
Admin/Property Manager
Sparks Personnel
1997.01 - 2001.01
Admin. Assistant
Airborne Express/PTG
1996.01 - 1997.01
Certificate - Computerized Business Systems/Network Administration
Computer Learning Centre
1996.01 - 1997.01
Admin. Assistant
Robert’s Institute of Hair Technology
1993.01 - 1997.01
CPD Diploma - Payroll Administration
Lead Academy