Devora Watkins

Customer Service Analyst

*** ********* *** *** #***

Jersey City, NJ 07304

acfpun@r.postjobfree.com

908-***-****

SUMMARY

Energetic, results oriented Professional who is a team player with a desire

to succeed. Strengths include the ability to work effectively within a

fast-paced, rapidly changing, diverse work environment. Possess strong

customer service skills, including clear verbal and written communication

skills and strong interpersonal skills.

Summary of qualifications:

. Excellent personal skills in handling complaints, negotiation,

information presentation interfacing with clients, management and

other professionals (auditors, IT team, legal departments.)

. Great computer skills in gathering/filing data and retrieving

information to assist any presentation, report construction or

correspondences preparations.

. Extremely experienced in multi-tasking through planning and scheduling

skills resulting in consistently delivering quality deliverable with

great timeliness in all assignments

TECHNICAL SKILLS

Standard Software

Word

Excel

PowerPoint

Access

Internet Explorer

Specialized Software

UIT pricing (Unit Investment Trade)

TELKURS (pricing foreign securities)

GPS (international & domestic securities)

PROFESSIONAL EXPERIENCE

1999 - 2014

Standard and Poor's, New York, NY.

Customer Service Analyst Evaluations Support

. Collaborate with Management, Sales and Application Development teams to

ensure on-going business continuity.

. Participated in companywide testing,

. Ensured that the client is provided post-deployment support/produced

status reports and statistics as needed for Onboarding FTP process.

. Primary point of contact for all US based and International clients in

NYC office.

. Provided Application support coverage during cross training with the

(Hyderabad team) supporting approximately 20 users.

. Responsible for completing Audits and ensuring that Billing department

was made aware of all requests.

. Served as a mediator between Clients, Sales and the Evaluation Desk: by

arranging conference calls to resolve any questions and concerns.

. Followed up on Additional Pricing request, ensuring that they were

correctly submitted for additional billing.

. Directed and monitored subscriber inquiries for Security Classification

services - primarily CUSIP and ISIDPlus services. This allowed for us to

tailor the needs and provide them with a new platform for better coverage.

. Collaborated with internal IT, operations, Marketing and Sales resources

to ensure a satisfactory and timely resolution to a customer inquiry

. Maintained a high level of service and subscriber satisfaction

. Evaluated client inquiries which resulted in new product concepts to

management

.

RELATED WORK EXPERIENCE

Burger King, Jersey City, NJ.

Manager

. Developed a strong rapport with clients and customers creating repeat

business.

. Ensured safety codes, company safety and security policy were met

. Ensured financial reports were accurate

. Recruited, interviewed, and hired new team members

. Conducted performance appraisals

Kentucky Fried Chicken (KFC), Bayonne, NJ.

Restaurant Assistant Manager

. Ensured compliance with company standards in all areas of operation,

including product preparation and delivery, customer relations, restaurant

maintenance and repair, inventory management, team management and

financial accountability

. Listened and responded to customer comments/questions in person or on the

phone using available resources

Jersey City Housing Authority, Jersey City, NJ.

Apprentice Painter

. Performed general painting for all Housing buildings

. Handled and stored hazardous waste and materials in accordance with EPA

regulations

. Utilized and maintained hand tools and portable electric equipment

. Assembled and dismantled scaffolding, ladders and other devises in safe

manner obeying departmental and OSHA requirements

EDUCATION

Essex Community College, Newark, NJ

. Courses towards an Associate's Degree in Business Administration

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