Tonia Nelson

• Updated employee records to ensure accuracy and facilitate timely processing of employment changes.
• Maintained and updated employee records to ensure accurate information and timely processing of employment changes.
• Guided employees through policies, procedures, and employment-related concerns to enhance understanding and compliance.
• Assisted employees with questions regarding policies, procedures, and employment-related concerns.
• Assisted with employee relations matters, including workplace concerns and complaint resolution.
• Maintained training participation records and supported employee development initiatives.
• Assisted with payroll processing for over 50 employees by verifying hours worked, meal periods, and required documentation.
• Processed payroll for over 50 employees by verifying hours worked and ensuring compliance with documentation requirements.
• Utilized ICIMS, ADP, standard office equipment, and administrative systems.
• Assisted the controller with commercial account collections, account setup, and credit authorization processes.
• 40 hours per week
• Facilitated recruitment processes, enhancing candidate experience and streamlining hiring workflows.
• Developed onboarding programs, improving employee integration and reducing time-to-productivity.

• Served as the primary Customer Service Representative for the branch, assisting customers with service inquiries, account questions, billing concerns, and issue resolution.
• Handled customer complaints and escalations while maintaining professionalism and protecting customer relationships.
• Resolved customer complaints and escalations while maintaining professionalism and strengthening customer relationships.
• Provided accurate information regarding services, accounts, scheduling, and customer requests.
• Managed customer service operations and supervised a team of customer service employees.
• Coordinated schedules, monitored attendance, approved time off, and ensured adequate staffing coverage.
• Compiled reports on customer service performance and key performance indicators to inform branch strategy.
• Trained and supported employees to enhance customer service quality and operational knowledge, contributing to overall team effectiveness.
• Managed accurate payroll reporting for six employees, including verification and submission of time records.
• Assisted with commercial account setup, collections activities, and credit authorization.
• Maintained service contracts and records according to company retention requirements.
• Managed customer relations for local branch to enhance service quality.
• Supervised daily operations of customer service team, ensuring adherence to company policies and standards.
• Trained and mentored new staff on procedures, enhancing team performance and service quality.
• Completed bi-weekly payroll for 8 employees.

Graduated May 2025