Dona Wright Mobley
Clayton,NC
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Executive Support Manager
Carolina Conduit Systems, LLC
11.2023 - Current
- Managed executive management calendars, meetings, and correspondence to ensure efficient scheduling and organization
- Coordinated appointments, travel arrangements, and logistics for the executive team, optimizing time and resources
- Facilitated streamlined communication and information flow between executives and stakeholders, enhancing collaboration and decision-making processes
- Organized and maintained orderly filing systems and document repositories, ensuring easy access to essential information
- Provided comprehensive assistance to executives in various tasks and projects, demonstrating flexibility and adaptability
- Prepared agendas, presentations, and reports for executive meetings, showcasing professionalism and attention to detail
- Conducted research and data analysis to support decision-making processes, contributing valuable insights and recommendations
- Implemented administrative processes and systems to enhance efficiency and productivity, driving continuous improvement
- Collaborated closely with executives and cross-functional teams to achieve objectives, fostering a collaborative and supportive work environment
- Addressed challenges and issues promptly and effectively, demonstrating problem-solving skills and resourcefulness
- Managed multiple tasks and responsibilities to meet deadlines and objectives, demonstrating strong organizational and time management skills
- Facilitated clear and concise communication within the executive team and with external parties, ensuring effective information exchange
- Evaluated performance metrics and outcomes to drive improvements, contributing to organizational growth and success
- Handled contracts, agreements, and vendor relationships on behalf of executives, ensuring compliance and cost-effectiveness
- Introduced new approaches and solutions to optimize executive support services, demonstrating innovation and initiative.
Payroll Account Manager
Paychex
08.2022 - 11.2023
- Processed payroll, managed electronic deposits, and facilitated employee pay adjustments with meticulous attention to detail
- Recorded journal entries, executed online transfers, and oversaw payments to ensure accuracy and compliance
- Successfully administered payroll for a diverse portfolio of over 500 small businesses, ensuring timely and precise execution
- Handled all aspects of tax levies and garnishments processing efficiently and in accordance with regulatory guidelines
- Revised and updated procedures, while preparing insightful reports for management to optimize operational efficiency
- Conducted comprehensive training sessions for clients on navigating and utilizing the Paychex platform effectively
- Provided actionable feedback and innovative solutions to enhance payroll processes, particularly focusing on software utilization and batch filing
- Maintained current billing systems, actively pursuing collections, and allocating payments, while monitoring customer accounts for anomalies and discrepancies
- Acted as a client advocate, liaising with external partners including CPAs and third-party vendors to address client needs and ensure seamless service delivery
- Developed a profound understanding of industry-specific practices and regional policies to better support client business objectives
- Resolved intricate payroll issues through thorough research and collaboration with internal teams and clients
- Collaborated closely with cross-functional teams in Customer Service, Payroll Tax, and Finance to implement tailored solutions for clients, fostering long-term partnerships and client satisfaction.
- Reconciled payroll accounts regularly, identifying discrepancies and taking corrective action to ensure balanced financial records.
- Developed strong relationships with clients through consistent communication, understanding their unique needs, and delivering tailored solutions.
- Prepared detailed reports on payroll activities for senior management review, highlighting key performance metrics and areas requiring attention or improvement.
- Managed multiple accounts simultaneously, ensuring accurate data input and timely processing of payroll for each client.
- Coordinated with accounting teams to ensure seamless integration of payroll data into financial reports for clients.
- Calculated deductions and processed payroll for employees.
- Responded to employee inquiries to provide assistance with payroll-related questions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Monitored and updated employee information in payroll system to add changes in salary, bonuses and deductions.
- Processed payroll garnishments such as tax liens and child support.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Operations Office Manager
Non-Core Business Solutions
07.2021 - 08.2022
- Supervised administrative staff and ensured efficient operation of the office
- Oversee facilities management, including maintenance, repairs, and office supplies inventory
- Develop and implement office policies and procedures to enhance efficiency and productivity
- Assist with recruitment efforts, including job postings, scheduling interviews, and onboarding new employees
- Manage employee records, including attendance, time-off requests, and performance evaluations
- Coordinate employee training and development initiatives
- Assist with budgeting and expense tracking, ensuring adherence to financial policies and procedures
- Process invoices, reimbursements, and other financial transactions accurately and in a timely manner
- Collaborate with accounting team to reconcile financial records and resolve discrepancies
- Serve as a point of contact for internal and external stakeholders, providing excellent customer service and resolving inquiries or issues promptly
- Coordinate meetings, conferences, and events, including scheduling, logistics, and preparation of materials
- Facilitate communication between departments to ensure smooth collaboration and information sharing
- Oversee IT systems and infrastructure, including hardware, software, and telecommunications
- Troubleshoot technical issues and liaise with IT support vendors to resolve problems
- Stay updated on emerging technologies and recommend upgrades or improvements as needed.
Sr. Customer Account Manager
Siemens Healthcare
10.2005 - 07.2021
- Manage field service engineers, medical materials, and workflow within projected scope
- Act as relationship representative between customers, field engineers, and area service managers
- Interview and onboard qualified candidates
- Develop and managed support ticket management process
- Manage support and training expectations for customers and business partners
- Coach and develop new team members
- Develop and managed escalation process
- Handled field service report requests
- Coordinate and provide customer reactive service requests, system updates, manage notifications for Siemens customer service engineers and third-party vendors, maintenance, upgrade for core business and multi-vendor equipment
- Utilized Gantt Chart and SAP to plan FDA regulated upgrades for X-Ray medical equipment
- Procure, track and trace inventory with New Breed, order tracking, price quoting and service
- Triage and respond to emails and voicemails from Field Service, Area Service Managers, and Service Coordinators
- Analyze adjustments to provide feedback regarding Supply Chain and Customer Service-related performance opportunities
- Participate in investigation and resolution of semi-complex to complex problems
- Monitored and coached team to successfully meet daily/weekly goals regarding quality adherence, service levels and average handle time
- Facilitated departmental escalations in absence of upper management and provide action plans and resolutions to external and internal customers.
- Communicated with approximately 30 clients daily to understand needs and explain product value.
Customer Service Representative
Today’s Staffing (Siemens Healthcare)
01.2005 - 10.2005
- Provided excellent customer service for internal and external customers
- Supported customers by creating service ticket requests and providing general medical information regarding equipment
- Placed part orders, provided written and oral price quotes
- Managed customer complaints and provided time-sensitive and professional resolutions
- Opened and routed customer calls to appropriate departments
- Organized team-building events.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided primary customer support to internal and external customers.
Staffing Supervisor/Recruiter
Adecco Employment Services
09.1999 - 01.2005
- Managed office and employees by creating employee schedules, interviewing, and training of new hires for contracted positions based on client needs
- Coordinated weekly site visits and conference call schedules with managers and department heads to discuss and identify client needs and process improvements
- Delivered recruitment solutions for hundreds of vacancies across all organizational levels and an array of job functions for companies
- Directed company and departmental recruitment efforts and coached on all aspects of recruitment and talent management
- Effectively conveyed business concepts, strategies, and operational conditions via corporate verbal and electronic communications
- Processed payroll for 150+ contracted employees using the ADP system
- Coordinated company global and departmental training
- Developed and implemented company forms and best practices
- Assisted with employee investigations and conducted HR File audits to ensure compliance
- Managed employee drug testing and result reporting to top-level managers
- Administered service recognition awards and programs
- Participated in workforce development to create and implement effective recruitment strategies
- Assisted employees with benefit concerns, answering their questions while providing resolutions
- Ensured timely completion and accurate processing of I-9 forms for all employees
- Provided administrative assistance to the office management and performed special projects as business needs dictated
- Completed wage verification forms and processed wage garnishments for all staff
- Documented and completed compliance forms for workers’ compensation claims
- Followed up with clients to continually evaluate temporary employee performance and client satisfaction
- Validated applicants’ references and communicated with previous employers to qualify capabilities and verify work history
- Conducted skill and behavioral interviews from sourced resumes, to select the most qualified candidates.
- Negotiated compensation packages for new hires, balancing the needs of both the company and the individual candidates.
- Improved candidate experience by streamlining application processes and providing timely feedback during the hiring process.
- Developed comprehensive training programs for new employees, ensuring employees were well-prepared for their roles upon starting work.
- Facilitated conflict resolution between employees when necessary, fostering a positive work environment conducive to productivity and growth.
- Conducted thorough candidate screenings, including interviews and reference checks, to ensure quality hires.
- Reduced time spent on administrative tasks through the implementation of efficient systems and procedures.
- Assisted in developing annual budgets related to recruitment efforts, ensuring optimal resource allocation.
- Coordinated closely with human resources to ensure a smooth transition for new hires, from the interview process through their first days on the job.
- Developed strong relationships with clients by maintaining consistent communication and addressing concerns promptly.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Education
MBA - Human Resources Management
Strayer University
Raleigh, NC07.2019
BBA - Human Resources Management
Strayer University
Raleigh, NC06.2017
Skills
- Communication and Interpersonal Skills
- Payroll and Accounting Expertise
- Administrative and Office Management
- Problem-Solving and Client Advocacy
- Team Collaboration and Leadership
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
Timeline
Executive Support Manager
Carolina Conduit Systems, LLC
11.2023 - Current
Payroll Account Manager
Paychex
08.2022 - 11.2023
Operations Office Manager
Non-Core Business Solutions
07.2021 - 08.2022
Sr. Customer Account Manager
Siemens Healthcare
10.2005 - 07.2021
Customer Service Representative
Today’s Staffing (Siemens Healthcare)
01.2005 - 10.2005
Staffing Supervisor/Recruiter
Adecco Employment Services
09.1999 - 01.2005
MBA - Human Resources Management
Strayer University
BBA - Human Resources Management
Strayer University
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