Dona Mobley
Clayton,NC
Summary
Experienced Customer Support Specialist/Manager with a strong focus on enhancing customer satisfaction and driving operational efficiency. Proven ability to effectively manage customer service teams, resolve complex issues, and implement process improvements. Proficient in utilizing CRM systems such as Salesforce to streamline workflows and improve response times. Skilled in building strong client relationships, training staff, and leading initiatives that increase productivity. Dedicated to providing exceptional service and creating positive customer experiences.
Overview
19
19
years of professional experience
Work History
Data Processor I (FEMA)
Maximus Federal Services
07.2024 - Current
- Educate clients on account services and resolve client questions about statement information and account balances.
- Utilize multiple databases to review and solve inquiries related to disaster assistance for over 100 calls weekly.
- Exceeded performance metrics by following the call intake process.
- Completed Federal Emergency Management(FEMA) training and maintained proficiency in processes, policies, and procedures.
- Evaluate complex customer problems, identified root causes, and generated resolutions.
- Manage customer personal information confidentiality and correctly ensured applicant requests were processed accurately.
- Navigate multi-channel customer interactions using emails, chat, and phone, and mailed a wide variety of forms to participants while troubleshooting systems as needed.
- Assist callers with navigating the NEIMIS DAC website and SharePoint platform resources.
- Demonstrated success in analytical problem-solving and boosting operational efficiency.
- Provided outstanding customer service and solutions through one call, one contact resolutions.
- Respond to high-volume calls day to day.
- Analyzed member accounts to determine additional services that benefit members.
Executive Support Manager
Ronnie Stephens-Carolina Conduit Systems, LLC
Garner , NC
11.2023 - 07.2024
- Implemented streamlined procedures to optimize workflow across the organization.
- Developed and delivered monthly reports to senior leadership, demonstrating critical performance indicators.
- Organized interview schedules and performed thorough reference checks to ensure quality hires.
- Developed and implemented strategies for enhancing customer satisfaction and loyalty.
- Maintained adherence to relevant laws, regulations, and industry standards.
- Facilitated ongoing communication with staff through regular meetings to promote continuous performance improvement.
- Collected rental payments for properties, ensuring timely and accurate processing. Managed tenant accounts and resolved payment discrepancies to maintain financial records and support property management operations.
- Exhibited strong financial stewardship and strategic planning skills in successfully managing budgets surpassing $500,000.
- Spearheaded the management of contracts, agreements, and vendor relationships on behalf of executives to guarantee regulatory conformity and achieve financial efficiency.
Sr. Payroll Account Manager
Paychex Inc
08.2022 - 11.2023
- Managed the reconciliation process for monthly payroll-related financial statements.
- Executed efficient and precise payroll processing for more than 200 small business clients.
- Resolved complex payroll issues, maintaining compliance with tax levies and garnishments.
- Conducted training sessions for clients on using the Paychex platform, enhancing client satisfaction.
- Delivered exceptional customer support by promptly addressing client concerns via email, chat, and phone with a strong commitment to upholding service quality.
- Ensured 100% accuracy in payroll processing by investigating and resolving employee and client system problems.
- Played a key role in correcting invoice discrepancies by assisting with corrections, providing discounts, and documenting billing errors and solutions.
- Calculated deductions and processed payroll for employee’s 500+ employees.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Assisted in collecting payments for overdue client accounts.
Executive Support Manager
Non-Core Business Solutions
Raleigh, NC
06.2021 - 08.2022
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Created monthly reports for senior management summarizing operational performance metrics.
- Scheduled interviews for potential candidates and conducted reference checks before hiring.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Resolved conflicts between employees by guiding company policies and procedures.
- Effectively handled and administered payroll for a team of 100+ hourly and salary workers.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Trained employees on additional job positions to maintain coverage of roles.
- Handled the responsibility of managing accounts receivables, payables, and collection operations.
Sr. Account Manager
Siemens Healthineers
Cary, NC
10.2005 - 07.2021
- Resolved client issues promptly, while maintaining excellent customer service standards.
- Collaborated with internal departments such as marketing, operations, and finance. To ensure the successful execution of projects.
- Established strong relationships with vendors to secure favorable discounts on materials or services the company's clients need.
- Attended industry conferences and events as a representative of the company.
- Maintained detailed records of all account activity, including sales orders, invoices, and payments.
- Utilized Gantt Chart and SAP to plan FDA-regulated upgrades and preventive maintenance for medical equipment and devices.
- Maintained high efficiency with UI tasks achieving 96% completion in PM.
- Communicated with approximately 50 clients daily to understand needs and explain product value.
Education
MBA - Business Administration
Strayer University
Raleigh, NC10-2019
Skills
- Quality Control
- Salesforce expert
- Customer Service
- Invoice Processing
- Microsoft Office
- Workday
- Smartsheets
- Payroll
- Quickbooks
- Teams/Zoom
- Paychex Flex/Core Advance
- HRIS, SAP, Scheduling, ATS
- Employee Relations and Communications
- Performance Management
- Kronos
- Check processing
- Payroll Processing
- Garnishment processing
- HR Support
- Multi-state payroll
- Strong Organization
- Teamwork and Collaboration
- Billing and collections best practices
- Repayment negotiations
- Account Management
Timeline
Data Processor I (FEMA)
Maximus Federal Services
07.2024 - Current
Executive Support Manager
Ronnie Stephens-Carolina Conduit Systems, LLC
11.2023 - 07.2024
Sr. Payroll Account Manager
Paychex Inc
08.2022 - 11.2023
Executive Support Manager
Non-Core Business Solutions
06.2021 - 08.2022
Sr. Account Manager
Siemens Healthineers
10.2005 - 07.2021
MBA - Business Administration
Strayer University