CHRISTY J.

WEST
3161 Loblolly Lane, Wake Forest, NC 27587 (919)528-4536 (252)767-5752
christysbizservices@gmail.com http://www.linkedin.com/in/christywest08

Virtual Training & Learning Specialist Adjunct

Online Instructor
Seasoned and results-focused virtual instructor and learning specialist with 5 years of
experience educating clients worldwide in customer service techniques and technology.
Extensive background in HR, payroll, and benefits, along with educational, human resources,
and information technology skills. Demonstrated ability to develop curriculum, mold customer
service professionals by helping them strengthen their interpersonal skills to achieve customer
satisfaction and learn new skills they can use beyond the work environment, ensure students
achieve course objectives, and provide top-notch customer service. Seek to benefit top
educational institutions by utilizing cutting-edge virtual instructional technology and skills with
students.

Areas of Expertise & Technical Skills

Web-Based Instruction
Technology-Based
Instruction
Virtual Instruction
Discussion Boards
Curriculum Design

Web Logs
Audio Podcasts
Coaching/Mentoring
Benefits
Distance Education

Payroll
Problem Resolution
Claims
Billing
ESL

Professional Experience
CHRISTYS BUSINESS SERVICES, LLC, Wake Forest, NC
2010-Present
Virtual Instructor | Virtual Customer Service Representative & HR Payroll Specialist
Provide virtual instruction services to domestic and international adult learners on effective
customer service techniques by using Adobe Classroom and implementing course design
through Web-based training, chat, email, and phone services. Incorporate experience and
technical knowledge into presentations that emphasize interactive and hands-on practice and
share feedback with learners, designers, and leads pertaining to course materials and learner
performance. Continually ensure curriculum is current with changing requirements. Provide
turnkey customer service, benefits, and payroll support to corporate clients.
Key Accomplishments:
Facilitate learners understanding of best practices when communicating technical
troubleshooting and system requirements to customers.
Evaluate performance through assessments, on-the-job training, and performance.
Drove change in a clients organizational processes by showing them how to use prep
time in a way that did not take away from the learners time. This significantly
decreased response time to student questions and made instructors more prepared for
class.
Performance reviews are consistently at 90 or higher on a 100-point scale.
Student attrition rate is consistently above the average of 57%.
KEY CUSTOMER SERVICE & HR PAYROLL PROJECTS:

Christy J. West

Resume, Page

Virtual Customer Service Project

Client: Arise, Marimar, FL | Customers Served Weekly: 200+ | Contract Term: 3/2010-1/2014
Provided independent virtual customer services to mobile customers by assisting them with billing
and account management. Troubleshot customers mobile devices (Windows, Apple, and Android)
while virtually educating them on how to do system updates and navigation. Helped payroll and
tax customers navigate tax and budget software. Updated, implemented, and troubleshot Intuit
software on customers personal computers during screen share sessions.
Key Accomplishments:
Promoted from customer service representative to instructor, which inspired a new
career direction.
HR Payroll Specialist Project
Services: HR Payroll Specialist Client: Frankel Staffing, Raleigh, NC Contract Term: 4/20139/2013
Processed weekly and bi-weekly payroll for full-time and temporary farm and warehouse workers
on behalf of 9 companies, as well as created and maintained paper and electronic payroll records.
Reported and processed state and federal taxes for each payroll and reconciled bank statements.

AICPA, Durham, NC
2008-2010
HR Benefits/Payroll Coordinator
Created, maintained, and deleted records in payroll and HRIS master files using Paychex and
Oracle. Processed all employee changes. Input and updated employee benefit elections and
qualifying life changes through insurance carrier databases on behalf of more than 800
employees and 5 carriers. Counseled, processed, and monitored staff who were out on all
types of disability leaves, including Family Medical Leave and Workers Compensation.
Collaborated with Internal Audit and Payroll to ensure compliance with audit findings.
Reconciled and processed all benefits invoices to include medical, dental, vision, AICPA
insurance trust invoice, GVUL, IDI, and transit as well as other HR invoices, in a timely manner.
Monitored, audited, and communicated HR and indirect budgets.
Key Accomplishments:
Filled in for the HR manager during a more than 6-month absence, including oversight
of retiree payments and benefit administration.
Received numerous thank you cards from employees for supporting them during life
changes that affected their benefits.
FIDELITY INVESTMENTS, Raleigh, NC
2005-2008
HR Payroll Specialist II
Planned and coordinated weekly and monthly payroll process runs for more than 45,000
employees using the Human Resource Access (HR Access) payroll system. Identified and
implemented process improvements Maintained accurate and comprehensive payroll files and
electronic records in Oracle. Provided customer service support for payroll processes by
educating employees and managers, as well as resolving issues. Processed individual
payments for benefit reimbursements, terminations, bonuses, and disability payments.
Key Accomplishments:
Served as the subject matter expert (SME) for both on demand (processing) and
research/resolution.
Assisted in the conversion of more than 45,000 electronic files from the Oracle payroll
system to HR Access.
Promoted from Payroll Specialist I to Payroll Specialist II; handled more strenuous payroll
responsibilities and served as the key contact for team issues.
Recognized for team leadership and support during the payroll systems transition.

Christy J. West

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Education & Training

Master of Arts, Adult Education
University of Phoenix, Phoenix, AZ
Master of Arts, Business Administration and Accounting/Public Accounting
Strayer University, Raleigh, NC
Bachelor of Arts, Business Administration and Accounting/Accounting & Finance
American Intercontinental University, Atlanta, GA