Customer Service Management

Shirley Emile

**** ******** ***** ***

Williamsburg, VA 23188

Phone: 678-***-****

*************@***.***

PROFESSIONAL EXPERIENCE:

City of Williamsburg

Lead Job Coach/Counselor for at-risk adolescents Summer 2009-2010

and young adults

Williamsburg, Virginia

• Assist in matching eligible participants with the available worksites while seeking compatibility of

interest with assignment

• Serves as timekeeper, handles routine administrative matters, provide administrative guidance on

procedures

• Compile and analyze data regarding program effectiveness, conduct Pre and Post work readiness testing,

• Conducts interviews with potential employees. Complete all documentation required for employment

and separation from job site

• Assist at-risk youth and young adults to ensure successful job experience and progression towards self-

sufficiency. Work with individuals to strengthen job skills and life/coping skills to help improve their

overall worth to job site and future employer

• Responsible for developing and conducting on-going employment training and life/stress management

coping sessions on a weekly basis (e.g., life skills, education, future goals, etc.) for individuals on 1:1,

small and large group basis

• Maintain and organize records, files, employee handbook, etc.

• Receive telephone calls regarding routine and non-routine matters

• Performed other administrative duties as assigned

SunTrust Bank

Distribution Analyst 2004-2008

Atlanta, Georgia

• Responsible for pension /lump sum distributions and maintenance of retirement plans including Defined

Contributions(401(k), 403(b) and 457 and Defined Benefits (traditional pension)

• Analyze and audit accounting, reporting and internal control problems and issues

• Knowledgeable of ERISA and federal and state taxation laws as it relates to distributions for both

qualified and non-qualified plans

• Organize and maintain files and records

• Receive phone calls regarding non-routine matters

Hewitt Associates L.L.C.

Participant Service Associate 2002-2004

Atlanta, Georgia

• Serve as a Retirement Plans Administration Specialist in a customer service environment for active,

terminated, and retired employees regarding the administration of multiple employer sponsored Defined

Contribution (DC), Defined Benefit (DB), and Non-Qualified compensation retirement plans

• Educated participants regarding plan and IRS rules and regulations (e.g., contributions, investment

elections, fund transfers, withdrawal and distribution options, tax information and other regulations)

• Processed participant financial transactions (e.g., contribution rates, investment elections, fund transfers,

loans, withdrawals, rollovers, distributions, pension estimates and commencements, non qualified

commencements,, 1099R's, deferred compensation enrollment)

• Demonstrated and mastered comprehensive knowledge of benefits administration, (including 401k,

Profit Sharing, Thrift, and multiple deferred compensation plans; traditional and supplemental pension

plans

ADDITONAL EXPIERENCE:

Prevent Child Abuse (PCA) Georgia

Helpline Volunteer 2005-2008

Atlanta, Georgia

• Take incoming calls from children, adults, and professionals regarding various issues (e.g., sexual abuse,

neglect, bullying, contacting CPS, marital abuse, etc.), and responsible for providing clientele with the

resources needed to resolve their issue

• Research referral agencies that will assist clientele regarding their specific issue.

• Educate community regarding prevention and outreach programs via information fairs, community

outreach programs, etc.

• Responsible for mailing literature upon request.

First Steps Program (PCA Georgia)

Volunteer 2005-2008

Atlanta, Georgia

• Provide support to new parents for three month intervals and administer assessments to ascertain level of

engagement with children and stress level

• Responsible for identifying families with the potential for problem parenting and ensuring that parent

and child receive adequate resources

• Ensure parent and child are linked with primary healthcare providers

Youth banking@ Slater Elementary (sponsored by SunTrust Bank)

Volunteer 2005-2008

Atlanta, Georgia

• Educate and promote financial responsibility and money management with students from low

socioeconomic communities on a weekly basis

• Assist with tutoring students with math assignments and various homework assignments

• Encourage career goals and higher education

EDUCATION:

Georgia State University

B.A.

Contact this candidate