Customer Service High School

Gwen Scott Little

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

Owings Mills, Maryland 21117

Mobile: 443-***-**** Email: abkmm2@r.postjobfree.com

Self- motivated professional with over 8 years experience in the customer

service call center environment and over 5 years plus within the financial

industry.

I process the defined ability to identify opportunities to optimize the

clients experience within a one call resolution.

PROFESSIONAL EXPERIENCE

Toyota Financial Services April 2002 to Present

Customer Retention/Customer Service Specialist

. Responding to incoming calls from Toyota owners and dealers in the

continental United States.

. Taking ownership of incoming communication; investigating,

researching, and resolving various questions and concerns that are

customer or dealer related.

. Combining active listening with proactive decision-making skills to

benefit Toyota customers.

. Documenting all activities in a clear and concise manner utilizing the

appropriate systems and in accordance with established procedures.

. Served as a new hire mentor.

. Assisted other departments with special projects.

. Participated in focus groups to develop/enhance work procedures.

T. Rowe Price May 1996 - Oct. 2001

Associate Retirement Plan Representative

. Communication between client and internal departments.

. Process transactions for timely reconciliation of plan assets.

Contributions, Enrollments, Maintenance, Loans, Qdros, Beneficiary

Splits, Adjustments and Distributions. Reconcile

. Plan Assets (Trust Certification) and tax reports.

. Updated and created plan procedures. Research and document findings

regarding client/participant inquiries.

. Discuss financial reporting issue with internal and external auditors.

. Conduct Client meetings with major fortune 500 companies. Follow-up

on outstanding client issues.

EDUCATION

Diploma: Northwestern High School

2.5 years: Towson State University

SKILLS

Proficient Microsoft Office professional; internet and email software;

software programs used for financial transactions; strong analytical and

critical thinking skills to resolve daily and escalated issues with minimal

or no supervision.

. Accounting and asset reconciliation knowledge through specific college

courses and/or job experience

. Strong analytical skills

. Proficiency in Microsoft Office

. Minimum of at least two years of work experience

Qualified candidates should have accounting and asset reconciliation

knowledge through specific college courses and/or job experience, strong

analytical skills, proficiency in Microsoft Office, and at least two years

of work experience. College degree preferred but not mandatory.

Contact this candidate