Customer Service Employee Relations

Anna Capwell

Moyock, NC ***** 610-***-****

***********@*****.***

PROFESSIONAL SUMMARY

Highly-motivated, results-driven professional with leadership and performance management background who uses strong collaboration and interpersonal skills to deliver quality results. Develop and implement improved processes and policies. Demonstrate advanced communication, critical thinking, and employee relations skills. Proven leadership skills with focus on detail, prioritize tasks and manage multiple projects simultaneously. Collaborate effectively with members at all levels of an organization to achieve organizational goals. Technically proficient in MS Office Suite, Intuit QuickBooks, Employee Navigator, Concur, and Kronos. Areas of expertise include:

Performance Management

Bookkeeping

Exemplary Customer Service

Employee Relations

Implementation

Troubleshooting

HR Administration

Team Leadership

Strong Analytical Skills

Payroll

Complex Problem-solving

Employee Onboarding

PROFESSIONAL EXPERIENCE

SICOM SYSTEMS, INC., LANDSDALE, PA 2017 – Present

Payroll Administrator

Directly report to the Director of Human Resources. Hold responsibility for processing biweekly, ad-hoc, and semi-monthly payroll runs for domestic and offshore company locations, in addition to payroll changes including wage increases, direct deposit and address changes, and tax amendments within established deadlines.

Collaborate with Accounting team members for immediate resolution with general ledger reconciliation exceptions to guarantee accurate payroll transaction recordings within ERP.

Draft biweekly and monthly payroll reports, as well as customized reports through the payroll system. Review paid time off (PTO) records for accuracy and alignment with company HR protocols.

Manage data and employee records in company database.

Assist leadership team members in various projects as needed, as well as hiring personnel in benefit enrollment and onboarding activities.

ROBERT FOSS ELECTRIC, LLC 2014 – 2017

Payroll / Business Administrator

Managed all aspects of daily operations directly impacting HR deliverables and business unit. Oversaw new hire paperwork and onboarding process. Analyzed unemployment benefits and complete documentation for voluntary and involuntary terminations. Managed multiple tasks simultaneously to ensure deadlines are consistently achieved.

Precisely entered timecard data and process weekly payroll for 4 entities and 125 team members.

Managed payroll processes including handling direct deposits, benefits withholdings, deductions and garnishments, monitoring paid time off and sick leave, issuing and distributing paychecks.

Completed certified payroll reports and monthly work force reports to submit to customer in a timely manner.

Managed accounts receivable and collect past-due invoices calling customers and sending reminder correspondence.

Conducted troubleshooting measures for technical issues relative to phone system and office equipment to ensure timely resolution.

NTELOS 2011 – 2014

Retail Manager

Managed financial procedures and reconciliations. Collaborated with leadership to communicate merchandise needs. Managed inventory and developed merchandising strategies to enhance customer satisfaction.

Led a team of 7 in daily operations of the store by coaching and training to ensure high levels of performance, customer service, and productivity.

Used conflict resolution skills to resolve customer and employee issues in a timely manner to ensure high levels of customer satisfaction and employee relations.

Implemented and managed Profit & Loss.

Directed strategic marketing plans to maximize revenue growth and achieve sales targets.

VERIZON WIRELESS 2010 – 2011

Sales Representative

Provided excellent customer service by greeting and welcoming customers. Maintained in-depth product knowledge to educate customers regarding products to best fit their requirements. Resolved customer issues in a timely manner to build rapport and ensure an exceptional customer experience.

Developed strategies to consistently achieve organizational goals and increase profitability.

Effectively worked independently to ensure tasks were completed in a deadline-driven environment.

Additional experience as Customer service Technician – Lead CST/Mentor for Flextronics/Solectron (Verizon Wireless Contract)

EDUCATION

Business Management – Montgomery Community College, Blue Bell, PA / Tidewater Community College, Virginia Beach, VA / Oakland Community College, Auburn Hills, MI

Certificate of Completion – Dental Careers Association, Virginia Beach, VA

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