Customer Service Manager

Teresa Diana Nordan **** Cool Springs Ch Rd Ext * Franklinville, NC 27248 * 336-***-**** * ********@*****.***

FORMAL EDUCATION:

A.A.S. BUSINESS ADMINISTRATION, Rockingham Community College, Wentworth, NC Honors Graduate: May 1990

PROFESSIONAL EXPERIENCE:

UNIVERSITY PROGRAM SPECIALIST - PAYROLL SPECIALIST / TAX SPECIALIST Dec 2001 – Oct 2018

UNIVERSITY OF NORTH CAROLINA GREENSBORO, GREENSBORO, NC

Primary responsibility was processing the original monthly payroll as well as the exception check processes.

Provided guidance for payroll operations, administrative and payroll processing. Maintained security for confidential information.

Corresponded with HR Offices (SHRA and Non-Faculty - Human Resource Services, EHRA – Faculty Personnel Services Office and Graduate School) as well as Departmental Liaisons.

Prepared, compiled, monitored and audited financial reports for accuracy.

Prepared documentation to balance between the Banner HR and Banner FR modules.

Submitted the positive pay file and direct deposit information to CoreBanking and Wells Fargo.

Ensured the clearing accounts are balanced monthly.

Utilized CoreFTP to upload deductions into Banner via spreadsheets.

Entered Rule & Validation table information into the testing modules for upgrade testing.

Set up deductions within PTRBDCA to include effective dating definition of benefit and deduction plans.

Reviewed and edited the WebFOCUS reports as necessary to assist with efficiencies in the Payroll processing environment.

Trained new employees in the Time Entry Process for the Banner HR System.

Created/updated/maintained the procedural documentation for the payroll department.

Prepared documentation to communicate with the HR Departments and payroll liaisons regarding the Banner HR System.

Worked closely with Administration in testing the upgrades and changes to the Banner HR Module including review of reports. Worked closely with IT personnel in development stages of reports.

Provided customer service related duties to a high volume of visitors and callers including faculty, staff and students.

Independently resolved customer problems by reliance on extensive program knowledge, analytical skills and research of past actions.

Additional duties:

- Worked closely with the Banner HR Tax Manager regarding employment and taxation issues utilizing the WINDSTAR System to ensure compliance with Federal and State tax laws regarding Foreign National employees.

- Used interpersonal skills to effectively communicate with and understand needs expressed by individuals from a variety of cultures and limited English language skills.

ADDITIONAL EXPERIENCE:

PAYROLL MANAGER / HUMAN RESOURCES REPRESENTATIVE / BENEFITS COORDINATOR

SOUTHERN FINISHING COMPANY, INC, STONEVILLE, NC Oct 1998 - Jul 2001

Expedited payroll for 180+ exempt and non-exempt employees on a weekly basis. Handled all insurance benefits. Responsible for a wide range of weekly reports, prompt delivery of employee evaluations, as well as employment verification for prospective employees. Responsible for OSHA compliance and reporting. Utilized MS Word and Excel extensively.

OFFICE MANAGER Jan 1997 – Aug 1998

ABC MEDIA GRAPHIC SERVICES GROUP, GREENSBORO, NC

Maintained daily office operations and procedures; controlled correspondence; designed filing systems; reviewed and approved supply requisitions; allocated assigned tasks and monitored clerical functions for office personnel. Organized and scheduled meetings; managed executives schedules and calendars. High volume word processing, customer service and advanced desktop publishing, involving a wide range of documents to include technical, personal and business-related marketing media. Utilized Apple operating system exclusively. Mail system: Lotus Notes.

PROFESSIONAL DEVELOPMENT:

SuperVISION Certificate Course - UNCG September 2018

Stepping Up to Supervision Certificate Program – CAI August 2017

Virginia Commonwealth University, Richmond, VA TIME MANAGEMENT - SELF MANAGEMENT

Blue Ridge Community College, Flat Rock, NC ACCIDENT/INCIDENT INVESTIGATIONS CERTIFICATE

ADDITIONAL EDUCATION:

Wayne Community College, Goldsboro, NC, Accounting Courses 1988

Phillips Junior College, Gulfport, MS, Computer Programming Courses 1987-1988

Danville Community College, Danville, VA, Nursing Program 1984 Graduate

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