Join us for our June 2026 Hybrid Chapter Meeting! Lunch will be provided for those in person.
Speakers: Charla Dailey, CPP
Meeting Topic: Customer Service in Payroll (The Good, The Bad and The Ugly)
Topic Description: Payroll professionals are often judged not by the thousands of paychecks processed correctly, but by how they respond when something goes wrong. Through real-world examples, audience interaction, and practical customer service strategies, this session explores how payroll teams can balance compliance and compassion to build trust, resolve issues effectively, and enhance the employee experience.
As a Certified Payroll Professional (CPP) with more than 25 years of experience, I have built my career at the intersection of payroll operations, compliance, technology, and employee experience. I am passionate about creating payroll processes that not only ensure accuracy and compliance but also support organizational growth and the people we serve.
In my role as Director of Payroll, I lead payroll operations for a multi-state workforce, overseeing compliance, operational controls, system optimization, and strategic initiatives. Throughout my career, I have partnered closely with Human Resources, Finance, Legal, and operational leaders to navigate complex payroll challenges, support acquisitions and organizational expansion, strengthen audit readiness, and implement scalable payroll solutions.
My areas of expertise include payroll compliance, wage and hour regulations, multi-state payroll administration, payroll systems, process improvement, internal controls, and workforce-related risk management. I enjoy translating complex regulatory requirements into practical business solutions that help organizations reduce risk while enhancing the employee experience.
I am an active member of PayrollOrg and have served in multiple leadership roles within the Greater Nashville Chapter. I am committed to advancing the payroll profession through education, mentorship, and advocacy, and I enjoy sharing knowledge through conference presentations, professional development programs, and industry collaboration.
I believe payroll is more than a transactional function—it is a critical business operation that directly impacts employees, organizational culture, compliance, and trust.
Specialties:
• Payroll Operations & Leadership
• Multi-State Payroll Compliance
• Fair Labor Standards Act (FLSA) & Wage and Hour Compliance
• Payroll System Strategy & Optimization
• Internal Controls & Audit Readiness
• Mergers, Acquisitions & Integrations
• Process Improvement & Automation
• Cross-Functional Business Partnership
• Payroll Team Development & Leadership
