Customer Service Life Insurance

Lily A. Hong

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

Mobile: 408-***-****

Fayetteville, NC 28314

Email: *******@*****.***

OBJECTIVE

To enhance my professional career in a position where my

experience will be of value, while meeting the goals and mission

of your organization

EDUCATION

San Jos State University, San Jos , CA

Bachelor of Science degree in Business Administration, December

2007

Concentration: Management Information Systems

De Anza College, Cupertino, CA

Associates in Arts degree in Liberal Arts, December 2003

Cisco Case Competition, Spring 2007

. Conducted research on the popularity of television in the US,

set-top box markets, and Cisco's partners and competitors

. Remodeled a multifunctional set-top box solution that

incorporates features based on each consumers needs

Project Plan, Spring 2006

. Assisted in leading a group of three people to analyze,

design, and implement an information system for Agilent

Technologies

. Designed and implemented an Access database, which queried

products designed by department for Agilent Technologies

. Project was used as an example to future classes

Problem Definition Report, Spring 2005

. Led a group of three people in conducting an analysis on

Homeless Coalition's current system

. Generated a new computer system to better improve company

efficiency and to educate all employees on using the new

system

PROFESSIONAL

EXPERIENCE

Metropolitan Life Insurance Company - 8/08-Present

Fayetteville, NC

General Office Assistant (provides direct support to Agency

Director)

. Organize, sort, and assign mail distribution for all the

employees

. Provide administrative support for the office such as

answering telephones, assisting clients, and

resolving client

inquiries

. Prepare, maintain, and update spreadsheets to track term

conversion and individual progress for each agent

. Operate personal computer to compose and edit correspondence

and memoranda

. Maintain, file, and update confidential client documents

. Prepare interview packets and assign profile codes to

potential candidates for testing

. Prepare handouts and brochures for company events

. Order office supplies and publications as needed

. Prepare monthly meter reading reports for Xerox to monitor

imaging activity

. Responsible for Xerox, Pure Water, and Cintas accounts

. Screen resumes and recruit candidates to hire for Wilmington

and Fayetteville offices

. Tracks incoming and outgoing mail to ensure they follow

compliance

. Prepare handouts and brochures for company events

Wheeler Financial Services - 12/09-Present

Fayetteville, NC

Financial Services Assistant

. Process and review life insurance applications for accuracy

. Obtain quotes for existing and new clients for life insurance

products

. Prepare illustration packets for client appointments

. Collaborate with underwriters to determine outstanding items

on client applications in order to improve processing time

. Prepare correspondence as directed

. Assist clients with questions on their life insurance

policies

Harlow Services, Inc., 7/08-3/10

Fayetteville, NC

Administrative Assistant - Billing Coordinator

. Prepare and send invoices for air conditioning and heating

repairs

. Prepare correspondence for past due accounts

. Prepare bank deposits when needed

. Post payments to customer accounts using QuickBooks

. Answer phones and respond to customer inquiries as well as

forward them to appropriate person

. Schedule and confirm appointments air conditioning or heating

service

. Train new employees on various administrative tasks

. Establish, maintain, and update customer records

. Communicate with various insurance warranty companies to

resolve customer inquiries in a timely manner

Hopkins & Carley Law Firm-Pitney Bowes Legal Solutions, 5/05-

3/08

The Letitia Building, San Jose, CA

Records Associate, Intake and Docketing Coordinator

. Lead of Accounting, Chuck Packer (Attorney and Shareholder of

Family Wealth and Tax Planning Department), and Cathy Gawne

(Attorney in Corporate Department) Projects

. Lead of Corporate Department (keep track of documents

electronically, interfiling, and maintenance of the files

based on secretaries and attorney's guidelines)

. Imaged Accounts Payable checks for 1,500 vendors in Accutrac

XE database

. Communicated with Accounting Department on a weekly basis to

discuss progress and or changes in the project

. Accounting project amounting to a total savings of $75,600

over the course of 2 years

. Documented and converted 1,000 files in H&C format

transferred from Chuck's previous firm. Project amounting to

a total savings of $16,617 over the course of 10 months

. Collaborated with a team of 10 to assist legal secretaries,

paralegals, and attorneys

. Generated bi-weekly reports in ProLaw, pertaining to

meetings, court or trial dates, and court document deadlines

for:

o Managers

o Legal secretaries

o Paralegals

o Attorneys

. Performed conflict checks for potential clients to the firm

. Issued new client/matter numbers after all conflict reports

have cleared

. Responded to client requests through Microsoft Outlook

. Assisted Manager with interviewing candidates

Macys, West, 6/99-12/04

Valley Fair Mall, Santa Clara, CA

Sales Associate and Bridal Consultant

. Utilized suggestive selling techniques of new products to

customers to increase department and company profits

. Collaborated with a management team of five to train new

employees on register operations and procedures, products,

department and store policies

. Coordinated with a merchandising team of five to perform

inventory on merchandise to ensure the availability of

products to clients and improve overall customer satisfaction

. Communicated with a bridal team of 5-10 members to organize

and update wedding registries for couples

SKILLS

. Proficient in Microsoft Office Suite, Visio, Accutrac XE,

ProLaw, QuickBooks, and Javelan

. Bilingual in Vietnamese and English

. Strong leadership, administrative, and customer service

skills

. Familiar with Photoshop, Dreamweaver, Flash, Visual Basic,

HTML, Java, Oracle, SQL, and Lotus Notes 6.5

. 65 WPM

ACTIVITIES

Member/Event Coordinator, Management Information Systems

Association, 2005-2006

Member, Human Resources Management Association, 2005

Workshop, Basic HR Forms (I-9 and W4)

Workshop, Job and Internship Search Workshop

Workshop, National Resume Workshop for HRMA

Workshop, Important Human Resources Laws for 2005

Volunteer Worker, Lytton Gardens Palo Alto, provide computer

training to senior residents

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