Walena Tolo
Kapolei,HI
Summary
Dedicated HR professional with a strong grasp of employment laws, compliance issues, and benefits plans. Proven track record of introducing process improvements and implementing staff development initiatives to drive corporate goal attainment. Adept at navigating complex organizational structures and fostering positive employee relations. Committed to delivering exceptional HR support and fostering a productive work environment.
Overview
14
14
years of professional experience
Work History
Human Resources Generalist
Liliha Healthcare Center & Nuuanu Hale
06.2024 - Current
- Assists in planning, developing, organizing, implementing, evaluating and directing HR department
- Maintains written job descriptions and performance evaluations for each staff position in accordance with applicable laws
- Reviews all requests for new or replacement personnel, fills requests as approved, and arranges interviews, appointments, etc.
- Checks applications and references for prospective employees and arranges for interviews as required or directed
- Maintains job applications for personnel eligible to work in the facility
- Maintains confidentiality of all pertinent employee information in accordance with the Privacy Act, as well as the facility's established policies governing the release of information
- Verifies the employee's right to work in this country in accordance with current laws, regulations and guidelines, obtains the appropriate documentation and is filed in the employee's personnel record
- Maintains an adequate personnel record filing system that meets the needs of the facility and complies with current employment practices
- Ensures compliance with current federal and state employment regulations regarding wages, overtime, work hours, workman's compensations, etc.
- Ensures compliance with hiring/discharge policies and procedures
- Orients new personnel to the facility and explain personnel policies, procedures, payroll procedures, grievance procedures, etc.
- As established in the facility's operational policies and procedures
- Keeps department directors informed of changes in personnel matters accordingly
- Makes written and oral reports/recommendations to the Administrator concerning personnel needs, problems areas, etc., as deemed necessary or appropriate
- Performs administrative requirements such as completing necessary forms, reports, etc.
- And submitting them to the Administrator as required
- Conducts employee background checks in accordance with facility policy
- Protects resident health information and reports any suspected or known violations of such information to the Administrator
- Reports any unauthorized attempts to access the facility's information systems
- Develops and implements a facility plan for the recruitment, selection, and training of competent personnel
- Hires personnel in accordance with the facility's established hiring practices
- Arranges for any pre-employment testing, physicals, etc.
- In accordance with facility policies
- Processes all new hire personnel information and any change of status data, payroll change, etc.
- Ensures that nurse aide data are verified or submitted to the Nurse Aide Registry on a timely basis
- Maintains attendance records and records of counseling, warning, and other disciplinary action taken against employees
- Terminates employees when necessary, ensuring documentation and coordination of such actions with the Department Director and Administrator
- Conducts exit interviews and ensures information is placed in the employee's personnel records
- Reports any known or suspected fraud to the Administrator
- Maintains professional status by attending workshops, seminars, etc.
- To keep up to date with current changes in personnel matters
- Creates and maintains an atmosphere of positive emphasis, warmth, personal interest and calm environment throughout the facility
- Assists and prepares the HR department's annual budget in conjunction with the Administrator for approval
- Participates in the facility's plan of correction response to an inspection survey and implements any follow-up as designated by the Administrator or Director of Nursing
- Maintained up-to-date records of employee information in HRIS system ensuring accurate reporting and data-driven decision-making.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Served as a liaison between employees and management, addressing concerns or questions to promote open communication and maintain trust.
- Facilitated criminal background check process for new hires.
- Enhanced employee satisfaction by implementing effective communication strategies and open-door policies.
- Conducted confidential investigations of discrimination, harassment and workplace violence.
- Administered benefits programs effectively, ensuring accurate enrollment and timely processing of claims for employees.
Human Resources & Training Coordinator
Arcadia Family of Companies
06.2022 - 05.2024
- Responsible for new hire orientation & on onboarding
- Recruiting using company system, attending CNA schools, Indeed and local job fairs
- Coordinated company CPR & First aid classes, company annual trainings, department meetings and benefits fair
- Ensure employee files in ADP were accurate
- Worked together with managers on recruiting and transfers
- Confidentiality of employee and manager issues and files
- Ran reports to ensure accuracy for team meetings
- Answer phones and handled any employee questions or concerns
- Audited employee files and worked together with state surveyors during annual audits
- Worked together with temp agencies on any temps needed for any open requisitions
- Create, run, compile, and analyze HR reports and provide recommendations
- Coordinate training functions by scheduling training sessions, managing training materials and tracking employee participation
- Assist with special projects and initiatives as needed
- Provide coverage in HR operations as needed
Business Office Manager
The Plaza at Moanalua, LP
12.2020 - 06.2022
- Maintaining business office policies and procedures
- Oversee concierge desk, accounting, and Human Resources for the community
- Manage payroll functions and personnel administration and assist others departmental managers in doing same
- Manage accounts receivable collections, account payable, resident funds general ledger, information systems management
- Assist sales, community tours, and prospect calls and inquiries
- Onboarding New Hires
Customer Experience Manager
Hertz, Dollar, Thrifty Car Rental
07.2016 - 04.2020
- Managed customer service representatives to ensure daily, weekly, and monthly sales and customer service numbers are met
- Coach and help grow low performing representatives
- Coach and followed up with high performing representatives discussing and giving new sales metrics
- Daily huddles with team discussing daily sales and customer service numbers
- Managed billing questions, customer complaints and concerns
- Audit fuel logs, overdue reports, open RA reports, manuals, cash transactions, and ensure all departments are following standard of work and each process put in place for each department
- Onboard and train new hires
- Managed representative improvement and growth to meet sales numbers
- Issue attendance reviews and write ups
- Responsible for all employee issues and concerns
- Responsible to roll out all and new company policies
- Conducted interviews and hiring process
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Spearheaded process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Reduced response time to customer inquiries by optimizing support channels.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Improved customer engagement with personalized communication strategies across multiple platforms.
District Administrator
Penske Truck Leasing Co., L.P.
01.2011 - 01.2016
- Company Overview: Honolulu, HI
- Provide financial and operational leadership for the district, and to give the District Manager the support necessary to engage more effectively with customers, associates, and planning
- Responsible for overseeing district processes and tasked with recapturing profit within these processes
- Lead role for critical customers at new, add, and replace points
- Managed fleet registration of 1,000 plus vehicles to ensure all units are registered at a timely matter
- Working closely with clerk on commercial fleet registration to ensure all units are registered
- Establishing close relationships with DMV and DOT office Vic cards, transfers fleet deletion forms and citations
- Responsible for planning, organizing and preparing Business plan by leading the district staff to complete sales plan, vehicle inputs, payroll, as outlined by the District Manager
- Managed, processed, and verified payroll, benefits, payments, and invoices on a timely basis
- Maintained and documented payroll changes, schedules, paperwork and spread sheets
- Maintained all records and employee registers with confidentiality
- Recorded data transactions related to transfers of employees in different departments and kept records and employee files of total paid leaves
- Processed pay changes, raises and deductions before closing accounts for the day
- Responsible for training and mentoring new hires
- Assist with Human Resource processes, driver qualification files, workers compensation, employee concerns, complaints, staffing and new associate onboarding
- Customer facing financial operations process; billing, collections, accounts receivable and account payables
- Collection activities include manage customer accounts and various account issues by reviewing receivables for past due accounts, sending demand letters, or calling customers to resolve, follow through on accounts sent to collections through supplying invoices to attorneys, and search for customers through various sources
- Responsible for administrative team growth and development
- Support development of those with aspirations and capabilities for other positions
- Define career path at district or involve HR for positions outside of district
- Worked with service, admin and rental departments to ensure company process is being followed and making sure all duties are done accurately and on time
- Developing and sustain an in-depth knowledge of each operation and customer base
- Aids executive in staff capacity by analyzing and coordinating office services such as personnel budget preparation and control, equipment utilization, record control and managed the districts clerical staff
- Oversees the process of licensing, permits and citations
- Managed Human Resources process; driver qualification files, worker's compensation, employee concerns, complaints, and staffing new associates
- Processed payroll through ETIME system and maintained payroll records
- Adhere to usage and guidelines for petty cash and approvals
- Processed journal entries and provide necessary support information to district
- Processed and analyze various reports to assist location managers
- Aid rental department with billing, coverage requirements for insurance and tracking accidents
- Identifies administrative needs and develops appropriate solutions or recommendations
- Coordinates collection and preparation of operating reports such as time and attendance records, terminations, new hires, transfers, budget expenditures and statistical records of performance data
- Issues and interprets operating policies
- Direct services such as computer and office equipment maintenance and repair, supplies, mail and files
- Honolulu, HI
- Improved district efficiency by streamlining administrative processes and implementing new software solutions.
- Answered questions, disseminated information and addressed complaints.
- Developed and executed strategic plans, aligning district goals with state and national standards for academic achievement.
- Promoted diversity within the workforce by developing inclusive hiring practices and offering training in cultural competency for all employees.
- Established partnerships with local businesses and organizations, fostering community involvement in education initiatives.
- Worked with facility management staff and corporate personnel on setting priorities and job assignments.
Management Trainee
Penske Truck Leasing Co., L.P.
01.2011 - 12.2011
- Company Overview: Honolulu, HI
- Inbound and outbound sales process working directly with our truck rental customers
- Generate new business leads and maintain existing customer's relationships
- Manage large inventory of world class and nationally recognized vehicles, balancing fleet, productivity, profitability, and customer satisfaction in fast paced workplace
- Ensure complete customer satisfaction
- Coordinate all aspects of customer relationships
- Training and exposure to district P&L
- Honolulu, HI
Education
B.A. - Behavioral Science
Chaminade University of Hawaii
Honolulu, HI01.2011
Skills
- Employee Onboarding
- Benefits Administration
- HR Policies Implementation
- HRIS Systems
- Records Management
- Compensation and benefits
- Employee Relations
- Performance Management
- Internal investigations
- Employee file management
- Recruitment
- Payroll Processing
- Interviewing
- Training and mentoring
- In-depth knowledge of HR Compliance
Timeline
Human Resources Generalist
Liliha Healthcare Center & Nuuanu Hale
06.2024 - Current
Human Resources & Training Coordinator
Arcadia Family of Companies
06.2022 - 05.2024
Business Office Manager
The Plaza at Moanalua, LP
12.2020 - 06.2022
Customer Experience Manager
Hertz, Dollar, Thrifty Car Rental
07.2016 - 04.2020
District Administrator
Penske Truck Leasing Co., L.P.
01.2011 - 01.2016
Management Trainee
Penske Truck Leasing Co., L.P.
01.2011 - 12.2011
B.A. - Behavioral Science
Chaminade University of Hawaii
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