Customer Service Manager

LOURDES COLLAZO

*** ****** ******, *** *** Res: 201-***-****

Jersey City, NJ 07307 *********@*******.*** Cell: 551-***-****

PROFESSIONAL SUMMARY

High energy Executive/Administrative Assistant with extensive experience in the financial and insurance industries. Comfortable

communicating across all corporate levels, internally as well as with clients. Successful at working independently and in a structured

team environment.

SKILLS

Word, Excel, PowerPoint, Outlook, Microsoft Publisher, Internet, Concur (Expense & Travel Reporting), & Ariba, SharePoint.

Spanish Language (Read & Write)

Notary Public/Signing Agent (Residential Mortgage) – New Jersey

EMPLOYMENT HISTORY

BANK OF AMERICA MORTGAGE, Newark, NJ 6/2012 – 1/2013

Foreclosure Quality Assurance Business Support Lead (Contract Associate), OCC Article VII

• Provided daily support to Quality Assurance Management Team.

• Vacation Tracker, created a calendar to track team member time off including the Team Managers.

• Support QA Unit Manager with assignments and/or presentation requests.

• Coordinate onsite facility issues (Desktop, Copiers, Monitors, phones) which require Tech Direct Ticket.

• Updated Roster for three sites on a monthly basis.

• Handled the weekly Group Huddle Agenda meeting details.

• Monthly Business Management Review Report – daily data input to Excel and Powerpoint.

•Card Access Representative – badge access to be assign, revoke or amend access for associates as well to visitors and contractors.

MAIMONIDES MEDICAL CENTER, Brooklyn, NY 2011

Clinical Care Options Oncology (Contract Associate)

BANK OF AMERICA, New York, NY

National Mortgage Outreach Event (Contract Associate)

SOVEREIGN/SANTANDER BANK, Brooklyn, NY

Department: Commercial Mortgage/Multi Family Real Estate Services

Executive Assistant/Contract Position

Coordination of travel arrangements: reserved flights, hotel accommodations and limousine service.

• Electronic approval of attendance for director, relationship managers and business development manager.

• Handling weekly conference calls, open line, updated/add attendees in Outlook Calendar.

• Managed meeting requests and scheduling of appointments. Providing good judgment in monitoring

and prioritizing information and meetings throughout the day.

• Ensure expenses are paid and reimbursements are disbursed to American Express Corporate Card.

• Phone coverage, open mail, filing, photocopying/scanning documents and ordering office supplies.

• Communicating with brokers/clients outside the organization. Provided assistance to brokers/clients

on premises via email, phone as well as in person.

MERRILL LYNCH & COMPANY (Fixed Income/Equity Linked Research) New York, NY 07/1998 – 01/2009

Assistant to Global Manager, Sr. Directors and Analysts (2000 – 2009)

Managed complex calendar, including coordination and prioritization of appointments.

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LOURDES COLLAZO 201-***-****) Page 2

Tracked and monitored attendance and vacation to comply with company policy and procedures.

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Updating and maintaining contact database. Invoiced clients for quarterly analysis service, handled client inquiries received by

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email and phone.

Created reports on company application and responsible for assembling a Monthly Report.

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Compiled packages of coverage sector reports for client meetings.

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Ordered, maintained supplies and products for office.

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Reviewed mail, phone coverage, travel and submission of expense reports to ensure proper billing.

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Coordinated travel arrangements, both domestic and international, and support with travel documentation and procedures

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(itineraries, visa/passport procedures).

Secretarial / Administrative Support (1998 – 2000)

Departments: Private Client, Technology Training, Research Administration HR and Facilities Operations. Long/Temporary Contract

Assignments

Typed letters, memos, correspondence, back up switchboard operator and secretary on vacation.

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Processed travel and expense reports to ensure meeting budgetary requirements and avoided duplication.

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Collection and approval of submitted timesheets for 5 10 employees.

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Updated electronically new hires and personnel profiles on company application.

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Assisted in resolving employee concerns: Benefits/Payroll/Human Resources questions by email and phone.

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JOHN HANCOCK MUTUAL LIFE INSURANCE CO (Group Benefits Market) New York, NY 06/1981 – 05/1997

Assistant to Sr. Acct Manager of Sales & Service (1995 – 1997)

Customer Service Representative (1987 – 1995)

Serviced cases with Life and AD&D benefit products of less than 200 lives. Worked independently with policyholder as a larger

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account with Life, AD&D, Medical, Dental, Disability and PPO coverages of 7,000 lives on a daily basis with administrative,

contracts, eligibility and other employer related customer service issues. Timely responsive and resolution of client concerns.

Coordinated and facilitated cooperation among many units. Served as liaison between brokers, clients, and other company

representatives.

Service Representative to a team consisting of Assistant Manager and Senior Sales Representative. Serviced policyholder’s under

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50 lives and over 200 lives with Life, AD&D and NY Disability coverage’s. Handled the 95% volume of all client inquiries either

through written and verbal communication. Typing, filing, daily backup coverage with multiline switchboard and reception desk,

extensive telephone communications, helped sales representative with proposals for prospective clients. Acted as interface between

representatives and their policyholders/brokers.

Awards: Performance 1991, 1994, and 1996

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EDUCATION

St. Peter’s College, Jersey City, NJ (54 credits in Business)

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