Charlotte Nelson

Processing Development Applications

Processing Building Applications

Administrative Support

Client Service

Record Keeping

• Processed payroll for over 75 employees, ensuring timely and accurate compensation.
• Maintained employee records, supporting compliance with regulatory requirements.
• Coordinated benefits enrollment and administration, enhancing employee satisfaction and retention.
• Reviewed payroll discrepancies, implementing corrective actions to ensure data integrity.
• Trained new staff on payroll systems and procedures, fostering team efficiency and knowledge retention.
• Tracked employee vacation, sick and personal time.
• Performed data entry tasks and maintained accurate records of employee payroll information.
• Calculated wages, deductions and bonuses in accordance with company policies.
• Processed timecards and payroll data for team of employees.

• Assisted branch operations to enhance customer service and operational efficiency.
• Helped training programs for new hires, improving onboarding experience and staff retention.
• Implemented process improvements that streamlined workflows and reduced service times.
• Monitored team performance, providing coaching and feedback to drive employee engagement.

• Resolved customer inquiries through multiple channels, enhancing overall satisfaction and retention.
• Trained new representatives on product knowledge and customer service protocols to ensure consistency.
• Analyzed customer feedback to identify improvement areas, driving enhancements in service delivery.
• Managed escalated issues effectively, maintaining composure while ensuring timely resolutions.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.