Summary
Overview
Work History
Education
Skills
Working with the youth
Timeline
Generic

Valerie Onley

Highland Springs,Virginia

Summary

Self-motivated associate with entry level to upper-level management skills in quality assurance, process design/improvement and leading teams in various aspects of the operations environment. Process Improvement: Created and administered production question samplings to production agents. Uploaded results of data collected into shared portals; analyzed results for possible process improvements along with insuring compliance requirement were met. Leadership Skills: 20+ Years of successfully lead team/s by influencing, coaching, developing, providing clear directions, training, and motivation. Community: PTA Member 1997-2016; Served as PTA Vice-President-Fair Oaks ES; PTSA President-Elko MS Focused payroll professional with good administrative, financial and technical understanding. Highly organized, systematic and resourceful with good problem-solving and multitasking abilities.

Overview

29
29
years of professional experience

Work History

Human Resources/Payroll Coordinator

Capital One
08.2019 - Current
  • Perform a wide variety of record keeping and processing activities to ensure associates time entries are updated in the system and inputs to payroll processing are accurate
  • Performs a variety of regularly scheduled audits and ad-hoc audits of the time data to maintain compliance with established standards
  • Performs other ad-hoc audits duties as assigned using Sharepoint, Google sheets
  • Inspects automated system output for errors and makes necessary corrections to time entries in the system
  • Performs daily task related to updating associates time entries and processing of time entries
  • Reaches out to associates to ensure their time is entered/updated in the Workday system before the deadline
  • Assist other Capital One teams as required to resolve errors and maintains or update accurate information in the payroll system
  • Assist Tier 1 contact center representatives in handling and following up on inquires related to time entries.
  • Streamlined payroll processing by implementing efficient data entry and verification procedures
  • Reduced payroll errors by diligently auditing employee timecards and promptly addressing discrepancies

Sr. Operations Production Coordinator- Fraud/Disputes Account Manager

Capital One
01.2018 - 08.2019
  • Responsible for mitigating regulatory and corporate complaints with customers who are victims of fraud and disputes while tracking/identifying fraud and disputes trends and implementing process improvements
  • Service Inbound Tier 2 escalated Fraud and Disputes concerns
  • Maintain Service Level Agreements while completing manual account work, investigate
  • Work with leadership to identify policy and procedure gaps
  • Collaborate with other groups to resolve diverse account issues
  • Uphold and defend the findings of Tier 1 investigations
  • Subject Matter Expert for Loss review
  • Streamlined production processes by identifying inefficiencies and implementing procedural improvements
  • Enhanced operational efficiency with thorough analysis of workflow and resource allocation

Sr. Operations Production Coordinator

Capital One
09.2014 - 01.2018
  • Responsible for servicing inbound correspondences from customers, providing an unmatched customer experience and handling customer concerns
  • Addressing account specific questions in the areas of decisionning and fulfilling accounts under the Service members Civil Relief Act eligibility requirements, while providing world-class customer experience, and continuing to provide feedback on process improvement to enhance customer and associate experiences
  • Recognized for engaging team members
  • Organized and facilitates new huddle process
  • Consistently meet productivity goals
  • Created Survey to gain understanding of associate engagement

Sr. Quality Coordinator

Capital One
01.2014 - 09.2014
  • Created and administered knowledge-based questions to associates on "How-To" instructional/updates and training materials discussed in team meetings
  • Facilitate any remediation’s deemed necessary with department Managers
  • Ran root cause analysis and logged data into shared drives
  • Shared results with Sr
  • Department leads
  • Improved product quality by implementing new inspection procedures and guidelines.
  • Enhanced operational efficiency by streamlining processes for better quality control.

Customer Service Coordinator

Capital One
07.2012 - 01.2014
  • Provided account servicing for a variety of call types, customers, bank associates, including Service members Civil Relief Act and internal Corporate Card holders in a high call volume, fast past environment
  • Lead team meetings
  • Organized and executed team training material for team meetings
  • Facilitated metric improvement and best practice sharing
  • Engaged peers in relevant and value-added dialog
  • Recognized for consistently focusing and advocating for the customer as a five-time Royal Diamond Award recipient for receiving five 100% ASAT customer

Fulfillment Supervisor

Bank of America
06.2006 - 09.2011
  • Supervised, coached, and developed a team of eight to twenty-two mortgage loan processors and Home Equity Lines of Credit processors, processing loans from origination to closing in a high-volume high pace production environment; load leveling workflow to ensure work volume allocation was evenly distributed
  • Administered quarterly, monthly, and annual associate reviews to include merit/annual increases
  • Developed and implemented production work strategies to ensure departmental and company monthly goals of servicing 50 loans per month were met or exceeded metrics as well as customer service and third party demands to overall achievement were met
  • Built high-performing teams and influenced teams to increase customer relationships by offering other services which resulted in over $1.5 million in revenue
  • Preformed Quality Assurance on applications processed by loan processors to ensure quality and compliance guidelines were being met
  • Improved order accuracy by closely monitoring the picking and packing process in the fulfillment center
  • Increased team productivity, providing clear communication and regular performance feedback to staff members
  • Developed employee training programs to enhance skill sets and improve overall team performance in the fulfillment center
  • Consistently met or exceeded order fulfillment deadlines through efficient resource allocation and workload distribution among team members

Customer Service & Support Supervisor

Bank of America
01.2005 - 06.2006
  • Led teams of sixteen to achieve results; accurately assessed strengths and development needs of associates; provided feedback, mentoring
  • Performed Quality Assurance via Avaya CentreVu for training and development purposes, to ensure quality customer service was being provided and for best practice tips to share with team
  • Administered coaching and feedback to associates regarding calls monitored during quality ass
  • Administered quarterly, monthly, and annual associate performance reviews
  • Enhanced customer satisfaction by promptly addressing and resolving support issues.
  • Managed a team of support professionals, fostering an environment of collaboration and growth
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies
  • Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results

Technology Support-Help Desk Supervisor-Desktop/

Electronic Data Systems (EDS)
01.1995 - 09.2003
  • Improved customer satisfaction by resolving complex technical issues and providing timely solutions.
  • Supervised help desk team members, ensuring high-quality support and customer service.
  • Reduced response times with effective prioritization of support tickets and resource allocation.
  • Streamlined help desk processes, enhancing overall efficiency and productivity.
  • Implemented staff training programs to boost technical knowledge and improve customer interactions.
  • Developed performance metrics for evaluating help desk team members'' success and areas for improvement.
  • Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.
  • Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
  • Maintained up-to-date knowledge on industry best practices, sharing insights with colleagues to improve overall operations.
  • Conducted regular performance reviews for team members, identifying strengths and opportunities for growth while setting clear expectations for future progress.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided basic end-user troubleshooting and desktop support.

Education

Banking And Financial Support Services

J Sargeant Reynolds Community College
Richmond, VA

Skills

  • Proficient in [Software]
  • Documentation Requirements
  • Bi-Weekly Payroll Processing
  • Process Improvements
  • Leading Teams
  • Internal Audit Procedures
  • Reporting Abilities
  • Accounting Understanding
  • Documentation Expertise
  • Regulatory Compliance
  • Tax Law Understanding
  • Confidentiality Maintenance
  • Employee Relations
  • Attention to Detail
  • Organizational Skills
  • Payroll Auditing
  • Time Management
  • Customer Service
  • Record Keeping
  • Teamwork Abilities
  • Conflict Resolution
  • Problem Solving
  • Adaptability
  • Payroll Processing
  • Training and Development
  • Data Imports
  • Payroll Administration
  • Time Sheet Review
  • Data Auditing Assistance
  • Excellent Writing Skills
  • Meeting Deadlines
  • Policy Adherence
  • Payroll Administration Experience
  • Internal Controls
  • Check Writing
  • Audit Support
  • Spreadsheet Creation
  • Office Systems Management
  • Research Support
  • Telephone and Email Etiquette
  • Collaborative Team Member
  • Performance Management
  • Employee Supervision
  • Office Management
  • Staff Management

Working with the youth

I assist with helping athletes at Crown Athletix promoting and fostering a safe environment where they learn a variety of life skills. Assisting ages 3 to 18 year olds with homework, building healthy relationships by displaying teamwork, community service volunteer activities, time management good, fundraising and how to understand accounts(their cheer account). 

Timeline

Human Resources/Payroll Coordinator

Capital One
08.2019 - Current

Sr. Operations Production Coordinator- Fraud/Disputes Account Manager

Capital One
01.2018 - 08.2019

Sr. Operations Production Coordinator

Capital One
09.2014 - 01.2018

Sr. Quality Coordinator

Capital One
01.2014 - 09.2014

Customer Service Coordinator

Capital One
07.2012 - 01.2014

Fulfillment Supervisor

Bank of America
06.2006 - 09.2011

Customer Service & Support Supervisor

Bank of America
01.2005 - 06.2006

Technology Support-Help Desk Supervisor-Desktop/

Electronic Data Systems (EDS)
01.1995 - 09.2003

Banking And Financial Support Services

J Sargeant Reynolds Community College

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Valerie Onley