Resolution Specialist Customer Service

SHANNON BONJA

Contact information:

***** ******** *****, ** *****

Ph: 909-***-****

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

Professional Summary

Goal-oriented person dedicated to high levels of customer satisfaction and meeting aggressive business goals. Efficiency and dedication with specialized knowledge in customer service, operations, and administrative workflows.

Skills

Personnel and Human Resources- Payroll/ Onboarding/ Terminations

Customer and Personal Service

Social Perceptiveness

Coordination

Time Management

Negotiation

Writing

Clerical- Excel/ Microsoft/ Word

Sales and Marketing

Food Production

Experience

Payroll Specialist II-October 2021- Current

Insperity, Inc- Brea, Ca

Executes client relationship strategy that instills trust in the accurate and timely delivery of payroll services for high volume of small to medium size clients with various client company structures and in multiple states/localities.

Reviews payroll data supplied by clients for accuracy and completeness, inputs and balances payroll data accurately, ensures compliance with federal, state and local regulations, processes payroll, and reviews/analyzes payroll reports for accuracy and distributes to clients.

Researches, gathers and analyzes client needs pertaining to payroll processing, reporting, related Insperity services and day-to-day operations for assigned clients.

Assesses payroll needs and identifies/recommends payroll service solutions to streamline or enhance the payroll service delivery to clients based on market/industry trends that have a positive impact to the client.

Leverages internal resources to provide exceptional client service, meets deadlines and keeps stakeholders informed of resolution status.

Interfaces with department management and other internal constituents to support actions and initiatives, which improves region-wide client retention.

Participates in client meetings to support clients’ perception of the value derived from Insperity’s services. Maintains flexibility in schedule to accommodate clients’ needs.

Maintains knowledge of a business’s financial operation relating to payroll and accounting for small to mid-size business operations from an owner/payroll contact/on-site supervisor/CPA perspective to make business decisions and give guidance to clients.

Sets high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks in a timely manner; self-imposing standards of excellence rather than having standards imposed.

Escalates complex client issues and follows through to resolution, ensuring appropriate communication to all involved parties. Adjusts effectively while working with different clients who have different structures, processes, requirements or cultures.

Maintains knowledge in federal, state and local payroll administration laws, regulations and best practices. Supports process and audit efforts to ensure integrity and accountability for Sarbanes-Oxley compliance.

Provides customer focused interaction ensuring timely response and effective follow-up on client and/or internal requests and/or issues.

Provides ongoing and timely communication to payroll teammates, payroll supervisor and service teams on the status of the relationship with the client and alerts appropriate internal departments with information pertinent to the maintenance of the client relationship.

Acts as back-up for other payroll functions as assigned.

Lien Resolution Specialist Support Staff ~ May 2019-October 2021

CorVel Corporation- Rancho Cucamonga

Organize documents and data- re-label and provide information to the appropriate persons quickly

Organize correspondence between Adjusters and Providers in a polite manner

Maintain outlook calendars between several persons on a daily basis

Navigate excel formulas within the same worksheet or book

Able to correspond with Workers Compensation Boards -via email, phone, or in person; ie hearing notices, attorneys, and judge clerks/secretaries

Ability to file serval legal documents according to states guidelines

Ability to adapt to new environments and work with several personalities

General Manager ~ Aug 2010-May 2019

Boston Market San Dimas, Ca

Evaluate the performance of vendors, contract employees, or other service providers to ensure quality and cost-efficiency.

Explain goals, policies, or procedures to staff members.

Plan and implement sales promotions or other marketing strategies and activities for operations.

Complete and maintain records such as state-required documents, tracking documents, or product inventories.

Identify skill development needs for restaurant staff.

Interview and hire new employees.

Managing restaurants profit and loss statements.

Ensure shrinkage is within company threshold

Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner.

Schedule staff hours and assign duties.

Maintain food and equipment inventories, and keep inventory records.

Establish standards for personnel performance and customer service.

Catering services for events such as banquets or receptions, and negotiate details of arrangements with clients.

Operations Team Leader ~ Oct 2008- Aug 2010

Jo-Anns Fabric Glendale, ca

Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.

Oversee activities directly related to making products or providing services.

Manage staff, preparing work schedules and assigning specific duties.

Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.

Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.

Retail Hourly Supervisor ~ Feb 2006-Oct 2008

Cost Plus World Market Pasadena, ca

Describe merchandise and explain use, operation, and care of merchandise to customers.

Compute sales prices, total purchases and receive and process cash or credit payment.

Inventory stock and requisition new stock.

Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.

Estimate consumer demand and determine the types and amounts of goods to be sold.

Assign employees to specific duties.

Education

University of Phoenix

Associate of Arts : General

Citrus Community College Glendora, ca

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