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Customer Service Human Resources

Warner, New Hampshire, United States
April 21, 2015

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Nelson Nixon Santana

*** ****** ******

Roselle Park, NJ 07204


April 20, 2015

Dear Human Resource Department:

I have previous experience completing copious paperwork, maintaining

employee records, accounting, financing, and assembling reports about

company productivity. I feel the skills I have gained working in Human

Resources, Management, Accounting, Not-for-Profit, and Financing, would

make me a wonderful candidate for a position within your company. Along

with human resources, business administration, and organizational skills, I

consider myself to be very outgoing and welcoming. I am comfortable in

speaking roles and taking charge of teams when necessary, as well as being

a team player. There is no doubt within me that I would provide great

service to customers and employees alike. In my current position I work

with MS Office Suite, company-specific software, Internet, and E-mail; and

have no reservations about my ability to transfer those skills to working

within your organization.

My intention of entering the business arena was to grow and learn

professionally, as well as add value to my employer; both of which I feel I

could do with your firm. I have a personal commitment to professional

excellence, and am motivated to grow and acquire skills as I develop my

career. I would love the opportunity to do that growing within your

organization, helping in any way I can.

If possible I would like to schedule an interview with you to further

discuss my qualifications and all the experience I can bring to your

organization. If you have any questions please feel free to contact me at

603-***-****. I look forward to meeting you to further discuss employment


Best Regards,

Nelson N. Santana

Nelson N. Santana e-

151 Bridge Street Roselle Park

N J 07204 tel: 603-***-****

OBJECTIVE: To obtain a position using my experience and skill to augment a

company's productivity.


Master of Science, projected Graduation: May


Major in Organizational Leadership, Certificate:

Leadership of Non-Profit Organizations- Summa Cum

Laude GPA: 4.0

Bachelor of Science, Graduation: May 2011

Major in Business Studies, Specialization: Human

Resources Management & Organizational Leadership- Cum

Laude GPA: 3.317

Certificate of Justice Studies in Law and Legal Process,

May 2011

Associate in Science, Graduation: May 2010

Major in Business Administration- Honors GPA: 3.2

Selected Courses:

Financial & Managerial Accounting Human

Resources Information Systems

Human Resources Human Relations

Business Law/Employment Law

Managing Organizational Change

Business Systems Analysis/Design Strategic Management and Policy

Employee/Labor Relations Total Rewards (benefits/compensation)

AWARDS: The National Society of Leadership and Success, Sigma

Alpha Pi, 2014

International Business Honor Society-Delta Mu Delta, Gamma

Nu, 2014

Alpha Sigma Lambda National Honor Society- Sigma Psi, 2011

President's Club at SNHU for outstanding achievement, 2010

President's Club at SNHU for outstanding achievement, 2009



2013 - Present

Enrolled Student Services Associate

. Support the function of the One Stop department

. Responsible for complete student account services

. Receive and respond to inquiries made in person, by

phone, email, fax or in writing to resolve

problems/concerns from students, parents, faculty, staff

and third parties in the areas of integrated student

accounting/billing, registration and financial aid.

. Investigate and resolve issues, escalating to senior

level Associates as appropriate.

. Review student information to award aid or review and

counsel as appropriate, conduct reviews through the

appeals process, and provide financial aid information

to students and parents.

. Utilize Colleague training and knowledge of University

policies to process transactions that directly affect

student enrollment status.

. Responsible for exceptional customer services and the

prompt escalation of more complex issues.


Sept 2011- Dec 2012

Lease Administrator

. Abstracted leases using operational knowledge of leases

and legal process; as well as careful reading

comprehension to correctly identify, organize, and

transcribe rights and obligations of tenants and

landlords into the Peruse Lease Administration software.

. Read and applied all changes found in lease addendums

and amendments to the original lease as it was input

into the system.

. Applied percentage rent information from each lease into

the company software; in order to compile sales reports

for each client displaying tenants' gross sales,

stipulated breaking point, and amount owed.

. Monitored all leases' financial transactions including:

rent, common area maintenance charges, occupancy cost

analysis, lease audits, operating expense reviews,

sublease payments, taxes, and lease renewal options.

. Created Consumer Price Index and Straight-Line

Depreciation for each client so they could administer

the correct rent values over time.

. Oversaw and ensured that billing and all other financial

transactions were being taken care of in a timely

manner; and informed necessary personnel of any missing

or late payments and overpayments incurred in past years

before the client employed the Peruse software.

. Provided customer support services by answering

troubleshooting questions regarding use of Peruse



July 2010 - Sept 2011

Administration/Human Resource


Recruited and managed staffing logistics: identifying quality candidates,

running reference checks, verifying employment history, and orienting them

to their new positions in a timely manner - helping to ensure the company's

efficiency and productivity.

Set-up employee files on ADP Mid-size Business, in order to track employee

hours, attendance, calculate breaks, process payroll and disbursal of


Tracked all employee documents as policies dictate; such as health checks,

pay reviews, address changes, change in jobs and titles, benefits,

salaries, emergency contact information, and productivity to calculate

payroll-using Excel spreadsheets.

Educated employees about the company's compensation package, explaining

insurance benefits and completing necessary paperwork to enroll each


Maintained all human resource files dealing with I-9 forms, workman's

compensation, termination of employees, and W-4 forms.

Logged and filed accounts payable and accounts receivable data.

Monitored driver logs and mileage, keeping spreadsheets up-to-date so as to

reconcile all charges to the company's account.

Conducted safety inspections of all driver kits carried by our transport

staff, as required by law; as well as safety checks throughout the

facility, ordering repairs and notifying management.

Acted as a liaison between the company and its clients by answering phones,

and sending letters and other correspondence such as invoices, as well as

receiving payments.

Deposited all of the company's payments from clients directly into the

company bank account, keeping accurate records of these transactions.

Ordered and tracked all necessary supplies for office staff and floor

employees, in order to uphold safety and productivity.

Posted and informed employees of present and changing state and federal

regulations and benefits: OSHA, FMLA, minimum wage, unemployment, social

security, etc.

Remained approachable and available to the upper management team,

supervisors, shipping department, maintenance department, drivers, and

floor employees at all times; in order to answer questions, fulfill

requests, and bridge any gaps in communication throughout the company.

Translated English into Spanish for meetings between upper management and

individual employees, as well as in company-wide safety meetings.


2009 - July 2010


. Processed employee paperwork in order to register new

hires in the company database, and also track current


. Determined rate of pay for each beginning employee based

on level of experience.

. Handled the tracking of employee hours, schedules,

payroll, and disbursal of checks.

. Inspected employees' work to ensure it was done to

company standards for high quality service.

. Administered quarterly employee reviews, assessing

qualifications for promotion and raises, and rewarding

great work with comparable advancements.

. Made myself approachable and available to employees and

our consumer at all times, so that they could come to me

with concerns; and accepted responsibility to understand

and resolve any problems that arose.

. Practiced multi-tasking daily by running our operations

in more than one location - keeping track of inventory,

supplies, equipment, and employees.

. Fixed equipment requiring maintenance, sent equipment

out for larger repairs, and ordered new supplies as



. ADP - payroll software

. Microsoft Suite (Excel, PowerPoint, Access, Word)

. Data Entry & Billing

. Spanish Proficiency


. Bedford Animal Hospital: fostering a dog back to health

. Angel Tree: Providing families in need at Christmas time

with presents for their children

. United Way: Raised funds for the United Way and also

asked donors to donate their funds to child literacy

. YWCA: Raised funds to provide services and treatment to

battered woman and their children. Also raised funds to

provide shelters for battered woman and their children.

. College for America: Assisted with retaining current

working students to obtain a college degree. Also,

assisted with recruiting students to further their

education while working and providing for their


. Salvation Army: Belling ringing to raise funds for the

organization to provide services to their clients.

. New Horizon: Conducted a food drive at Southern New

Hampshire University to donate food and toiletries.

. Diversity Department at SNHU: Assisted with recruiting

students to receive services through the diversity

department. Assisted with creating a calendar to offer

students services in each month.

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