SUZANNE M. HARRELL

*** **** **** ***., ******, MA 02186

Telephone (H) 617-***-**** (C) 339-***-****

Email: acesoz@r.postjobfree.com

OBJECTIVE

Seeking a Customer Service position to which my vast experience of 27 years could be used to communicate,

enhance, develop, and contribute to the success of any company. A company could benefit and capitalize on my

skills in communication, coordination, leadership and process improvement encompassing my strong

organizational skills. There is a key benefit to any Customer receiving this type of enhanced service.

EDUCATION

SALEM STATE COLLEGE Salem, MA

1985-1986

PROFESSIONAL HISTORY

John Hancock Life Insurance Company Boston, MA

Team Leader- Life New Business Case Management

May 2002-May 2013

• Responsible for backing up a direct report team of 26 Case Managers and 65 Indirect reports

• Responsible for tracking payroll, time off, time standards, and work quality of Direct Reports

• Responsible for maintaining meeting schedules/calendar for AVP’s direct management team

• Responsible for booking all conference rooms and setting up video-teleconferences for each meeting AVP

holds

• Responsible ordering supplies for entire departments Case Management and Case Management Managers

• Ensure case loads are load balanced daily to ensure time standard and Sarbanes standards are met

• Responsible for responding to all customer complaints and escalations received

• Responsible for contributing to bi-weekly one on one progress meetings with managers individual direct

reports

• Responsible for contributing to semi-annual and annual performance reviews for managers direct reports

• Monitored daily and weekly production reports

• Required to ensure staff is attending company required classes

• Responsible for ensuring Teams systems are up to date and operating

• Record and maintain files and records for, work or services performed, charges, expenses and inventory

• Responsible for various special projects as assigned to completion and implementation

• Ensure all special exceptions are approved and logged for statistical reporting

• Responsible for set up and training schedules for all incoming new hires

• Provided load balancing support to all alternate sights and counterparts

• Responsible for regular coaching to managers direct reports for them to reach their individual goals

• Team Lead contact for Underwriting on high profile confidential cases in house

• Team Lead for three of our largest accounts

• Responsible for quarterly Sarbanes audits

• Team Lead for our Employee morale/fun committee

• Responsible for bringing departmental updates back to staff from bi-weekly meetings attended

• Responsible for monthly pulse checks with our external customers in written and oral format

• Responsible for supporting and backing up Case Management team daily work load and escalations

• Responsible for managing the daily count to ensure that work is distributed evenly

• Responsible for attending department meetings in absence of Manager

• Responsible for reporting back to manager any problems, complaints or escalated cases and resolution

• Approved staff requested personal and vacation time off requests

• Liaison for Temporary Staffing agency when Temporary staff was required

• Trained temporary staffing and assigned their work load

• Processed payroll report for Temporary Staff

• Handled escalated calls for Case Management team from Customers both internal and external

• Responsible for ensuring work matrix is kept up to date and distributed

• Ensure all critical announcements are distributed to Team

• Back up for manager when unavailable or out of the office

Case Manager- Life New Business Feb 2000–May 2002

• Responsible for handling blocks of business assigned from initial case set up through issue and enforce

completion

• Responsible for investigating all internal and external customer inquiries and complaints received and

provided a satisfactory/timely resolution and response

• Responsible for processing all work within required time standards set forth

• Responsible for answering all calls received via assigned 800 line

• Responsible for priority reporting of critical case status’ back to agents and office managers weekly

• Ensuring all and any support on a case requested from underwriting is satisfied

• Serving as a liaison between operations and outside agencies regarding detailed cases that involve both

departments for initial set up

• Ensure that high profile cases are handled with total confidentiality

• Order all underwriting requirements needed in order to access an offer on cases received

• Regular follow ups with vendors to ensure requirements are being processed and submitted timely to

underwriting

• Responded to all inquiries whether from a customer, vendor or co-worker

Sr. Tele-Sales Representative Jan 1998-Feb 2000

• Developed and implemented a process for notifying direct customers on offers other than applied

• Processed outgoing calls to customers informing them of the new offer and timeline of acceptance for offer

• Coordinated daily, weekly, and monthly report of offer statistics and production numbers to all concerned

including management

• Liasion between underwriters and sales representatives regarding approved offers

• Responsible for department updates to sales reps of any changes taking place

• Responsible for new hire set ups for incoming sales reps

• Responsible for any requests needed for additional data bases

• Responsible to coordinate with various Departments on service planning and other operating issues

Senior LDS Specialist- Loans Dividends Surrenders April 1994-Jan 1998

• Responsible for processing all incoming loan, dividend, and partial or full surrender requests

• Monitored checks produced from requests to ensure released and mailed accurately

• Researched any requests processed but rejected by the system, escalate if necessary for timely processing

• Ensure that tax coding from withdrawals processed are accurately for annual tax reporting

• Responsible for weekly reports of all transaction processed

• Responsible for all annual tax mailings required by the IRS deadline

Sr. Customer Service Specialist – Annuity Service Center March 1990-

April 1994

• Responsible for researching all problem inquiries on any annuity account received via agent or client directly

• Responsible for monitoring and informing Customers on Annuity accounts where required IRS distributions

had not taken place

• Ensure all requests received are processed accurately and in a timely manner

• Responsible for systems annual tax coding for yearly 1099 mailings

• Responsible for sending any correct 1099 forms coded incorrectly

• Responsible for processing any distribution requests whether partial or total distribution

Service Representative- Employee Consultation Pension Trust Division Nov 1986-March 1990

• Monitored Companies Pension billing cycles and bills quality for accuracy

• Monitored account receivables to ensure bills were kept paid current

• Notified Pension administrators of billing/payment discrepancies

• Served as a liaison between the administrators and the customers on the status of their accounts

• Maintained current audit records for release as requested

• Responsible for responding to customer inquiries on their accounts either verbally or via written

correspondence

• Responsible for updating all administrative changes to accounts to ensure kept current

• Responsible for knowledge of all Pension Accounts assigned to in totality

ACCOMPLISHMENTS

2004 YMCA Black Achievers Award Recipient

ADDITIONAL

Operating Systems: Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP,

Internet Skills: Microsoft Internet Explorer; and multiple search engines including, Yahoo, Google, Etc.

Applications: Microsoft Office: Word, Power Point, Access, Excel, Outlook, Lotus Notes, Sharepoint, Pro-

business, Avaya, CMS Supervisor, Norton Utilities 8.0, Norton Anti Virus 8.0, E-mail, PBX switchboard, Quick

Books, Radio Dispatch, Workday

REFERENCES

Additional Furnished Upon Request

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