DIANA ANN BROCK

Work History

Call Center Manager

Spirit Logistics

10.2023 - Current

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Trained team members on performance metrics and consumer behavior identification.
Established and updated work schedules to account for changing staff levels and expected workloads.
Developed process controls and metrics for daily management of call center.
Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Executed Monthly Performance Plans with representatives to to identify production gaps.
Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
Increased agent productivity through regular coaching, feedback sessions, and performance evaluations.
Supervised 20 Dispatchers & 4 Leads in providing excellent customer service to callers requiring assistance for all escalated issues.
Processed payroll & weekly schedules for all employees including PTO, sick & vacations time & requested time off to accommodate office.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.

Human Resources & Payroll Manager

Whitewater Corporate Express

03.2020 - 07.2023

Reduced payroll errors by conducting thorough audits and implementing corrective actions.
Trained new hires in the use of payroll software and company policies related to timekeeping, overtime pay, and leave requests.
Ensured timely payment of employee wages with meticulous attention to detail and strict adherence to deadlines.
Maintained compliance with federal, state, and local regulations by staying up-to-date on tax laws and other relevant legislation.
Responded to employee inquiries to provide assistance with payroll-related questions.
Coordinated new hire and termination processes to facilitate smooth operations.
Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Processed payroll garnishments such as tax liens and child support.
Processed retroactive pay adjustments and other special payments to make up for compensation shortfall in previous pay period.
Reviewed time records for 1600 employees to verify accuracy of information.
Developed and implemented payroll procedures and policies to determine compliance with regulations.
Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.

Human Resources Assistant/Office Manager's Assistant

Moblize AKM Enterprises

11.2017 - 01.2020

Set up safety meetings, conference calls, & live international Skype for President & CFO.
Did all monthly purchases for the company like buy office supplies, food & beverages for staff.
Made Airline & Hotel accommodations for all employees.
Assisted with Accounting department both AR/AP.
Processed weekly expense report for 60 employees handled all appointments & scheduling for incoming & outgoing clients & employees.
Developed and maintained training materials and benefits packets for new hires.
Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues.
Conducted employment verification and background investigation to facilitate hiring process.
Prepared and submitted final pay for exiting employees to comply with federal law.
Developed job postings, recruited candidates and scheduled interviews to fill vacant positions.
Submitted monthly, quarterly and weekly reports to track mandatory requirements.
Guided new hires through orientation and on-boarding and explained documentation requirements to facilitate HR process.
Assisted with employee termination process to drive consistency and reduce discrimination claims.
Coordinated training schedules and filed crucial administrative paperwork.
Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
Reviewed all candidate documentation, including identification, references and background checks in alignment with hiring protocol.

Payroll Coordinator/Accounting Clerk

Growers Transplanting Inc

06.2015 - 02.2017

Processed all times cards and per diem paperwork for 8 agriculture companies total of 300 employees weekly.
Also assisted AP & AR mainly AR department and helped with deposits data entry and end of the month closing and end of year closing.
Processed all customers files and worked with supervisors to maintain all accounts in good standing and helped with collections, expense reports and or other departments as needed when short staffed.
Completed account reconciliations, deposits and expense tracking.
Managed payroll for over hourly and salaried employees.
Calculated overtime, vacation sick hours and other categories of time.
Generated relevant paperwork and payroll reports.
Handled day-to-day management with company timekeeping system.
Assisted with audits by preparing accounts and providing information.
Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports for farm workers & produce picking.
Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.

Mortgage Loan Assistant

Treehouse Mortgage

03.2013 - 02.2015

Assisted Loan Officer with preparing files for New/Established Clients & potential prospects.
Would meet once weekly with Loan Officer and go over what needed to be assessed for that week.
Email Marketing through Constant Contact ordered business materials.
Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
Performed daily maintenance of loan applicant database.
Kept track of each loan from application to funding.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Assessed loan compliance to meet mortgage lending laws and regulations.
Assembled important paperwork and disclosures for borrower.
Worked with underwriters to fix application problems and resolve issues.
Reviewed loan files and updated to match current standards.
Monitored key dates to obtain information by deadlines.
Communicated with customers daily to request information and complete paperwork.

Sales Distribution Coordinator

Monterey Gourmet Inc

03.2007 - 12.2012

Electronic data invoicing, making bank deposits daily and keeping daily records.
Customer service calling customers for all billing inquiries, helping all accountants with all their needs.
Sent daily reports to CEO & CFO regarding out going & incoming sales of product in inventory.
Monitored daily operations and performed safety audits to check that staff followed administrative policies and regulations.
Achieved and maintained compliance with DOT standards through accurate maintenance of driver, permit and equipment records.
Supervised all facets of routine deliveries by effectively routing loads, managing drivers and meeting DOT requirements.
Set routes for optimal deliveries, coordinated driver and staff schedules and assigned out specific tasks.
Oversaw scheduling for day-to-day activities of our Costco, Sam's, Trader Joe's & other big chain company orders online & by fax.
Maintained workplace safety by setting up monthly safety meetings.

Summary

Overview

Work History

Call Center Manager

Human Resources & Payroll Manager

Human Resources Assistant/Office Manager's Assistant

Payroll Coordinator/Accounting Clerk

Mortgage Loan Assistant

Sales Distribution Coordinator

Education

Associate of Science - Criminal Justice

High School Diploma -

Skills

Languages

Timeline

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