Courtney Towsley

• - Manage day-to-day HR operations for staff across multiple nonprofit affiliates of the MI AFL-CIO.
• Led administration of multi-entity benefits programs across up to three divisions and multiple bargaining units, each with distinct plan structures and eligibility rules.
• Managed end-to-end benefits lifecycle, including multiple annual open enrollment cycles, employee education, and plan implementation.
• Ensured compliance with federal and state regulations (ERISA, ACA, HIPAA), maintaining audit-ready documentation and consistent plan governance.
• Partnered with leadership, payroll, and external vendors to ensure accurate benefits administration, billing reconciliation, and data integrity across systems.
• Acted as subject matter expert and escalation point for complex employee benefits issues, balancing compliance with employee experience.
• Supported payroll operations, ensuring alignment between benefits deductions, eligibility, and compensation structures across divisions.
• Analyzed workforce and benefits data to support strategic decision-making, cost management, and program improvements.
• Led onboarding and benefits education initiatives, improving employee understanding and engagement across a diverse workforce.
• Supported organizational expansion, contributing to 131% workforce growth, while maintaining scalable HR and benefits processes.
• Collaborated with leadership on workforce planning, labor relations, and organizational changes impacting benefits and employee programs.

New hire onboarding
• Background Checks
• Email Communications (New Team Member and to Management)
• Onboarding paperwork
• IT service ticket requests and equipment requests
• I-9's
• Policy administration and tracking
Off boarding
Termination checklists
• Shipping Labels
• Email follow-up if equipment has not been received
• Request shipping materials with IT
• Miscellaneous HR administrative tasks as they arise
• Send corrective actions for electronic signature.

• Administered health & welfare benefits programs, including eligibility, enrollment, and pay-in-lieu of benefits (PIB) compliance, ensuring adherence to plan guidelines and regulatory requirements.
• Coordinated open enrollment and benefits changes, verifying accuracy and preventing enrollment conflicts across multiple plans.
• Processed payroll in compliance with federal, state, and organizational guidelines, ensuring accurate compensation, benefits deductions, and reporting alignment.
• Audited employee timekeeping and attendance records, identifying and resolving discrepancies to maintain payroll accuracy and compliance.
• Maintained HRIS data integrity, including employee classifications, FLSA status, compensation, and benefits elections to support compliance and reporting.
• Partnered with leadership to ensure pay practices, merit increases, and benefits administration aligned with organizational policies and timelines.
• Coordinated and supported full-cycle onboarding, including interviews, background requirements (fingerprinting/physicals), I-9 compliance, and orientation delivery.
• Supported employee relations and retention initiatives, contributing to a compliant and positive workplace environment.
• Tracked and managed referral bonus programs and supported HR administrative processes, including corrective action documentation.
• Managed accounts payable and vendor coordination, including invoice processing, GL coding, vendor setup, 1099 preparation, and month-end close activities.
• Generated and reviewed vendor aging reports, reconciliations, and financial data, ensuring accuracy and supporting cash management processes.
• Maintained strict confidentiality of employee and organizational data in compliance with privacy standards.

• Led full-cycle workforce management, including hiring, onboarding, performance management, and compensation administration for a high-volume employee population.
• Processed and oversaw weekly payroll for 100–150 employees, ensuring compliance with federal and state regulations and accurate compensation practices.
• Managed client relationships and service delivery, acting as the primary point of contact to ensure workforce solutions aligned with business needs and contractual expectations.
• Developed and coached a high-performing administrative team, driving operational efficiency, employee development, and service quality improvements.
• Implemented process improvements, including automation of client communications and record tracking, increasing efficiency and data accuracy.
• Analyzed and resolved complex operational and workforce challenges, supporting business initiatives and leadership decision-making.
• Improved customer satisfaction through conflict resolution, problem-solving, and proactive communication strategies.
• Oversaw scheduling and workforce coordination, ensuring optimal staffing levels and operational continuity.
• Supported sales and business development efforts, contributing to growth and client retention.

• - Managed guest services, scheduling, hiring, training, and customer service.
• - Handled complaints, shift changes, and marketing updates.
• Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
• Developed strong relationships with repeat clients to foster brand loyalty and promote return visits.
• Addressed escalated guest issues professionally and empathetically, defusing tense situations and recovering customer trust.