Customer Service Quality Assurance
Resume:
Brooklyn, NY l.com
11225
Devin Brown ________________________________________________
Objective To obtain an entry-level HR Generalist/Assistant position
utilizing my expert client service/administrative and
interpersonal skills.
Education 08/2010- Master of Professional Studies, -Human
Resources and Employment Relations; Stony Brook
University; NY, NY (05/2011 anticipated)
2009-2010 Bachelor of Science in Business,
Management and Economics -Human Resource Management
Concentration SUNY Empire State College; Saratoga
Springs, NY (2010; 3.65 CGPA)
2001-2005 Pratt
Institute
Brooklyn, NY
Studies in the Bachelor of Architecture Program
-Housing/Planning Emphasis
Experience
06/09-06-2010 Student in Degree Completion program
at SUNY Empire State College
01/09-03/09 Bloomberg L.P. [Contract
via ZeroChaos New York, NY
Client Service Representative
. Responded to tier one technical support issues
for diverse client base.
. Used various internal systems to assist clients
and provide guidance on common issues with the
Bloomberg terminal.
. Followed up on help tickets generated by
subscribers and escalated more complex issues to
appropriate department/individual.
07/08-01/09 ACS HR Solutions, Inc
Little Falls, NJ
Project-Based Client Service Representative;
Employee Benefits Specialist
. Responded to Benefits/HR inquiries from client's
diverse employee population.
. Used various internal systems to process
transactions and clarify plan provisions.
. Adhered to strict HR/Compliance/Client rules
while providing white glove client interactions.
. Liaised with vendors/ providers such as Cigna and
MetLife on open issues on behalf of client and
employee participants.
. Served as employee advocate in extreme
circumstances and provided guidance on claims and
appeals procedure.
. Assisted in sending feeder files to providers on
a weekly basis and provided verification of
coverage in accordance with company policy.
01/08-05-08 Citigroup Smith Barney [Contract
through Adecco] New York, NY
Client Service Representative; Tax Reporting
Service Center/Operations
. Responded to Tax Reporting inquiries from clients
and Branch personnel
. Used various internal systems to assist clients
and clarify tax reporting procedures
. Proactively followed up with clients on escalated
issues and engage in special projects in all tax
season related processes as necessary.
08/07-01/08 Georgeson Securities [Contract
through Addison] Jersey City, NJ
Financial Call Center Representative; Corporate
Actions
. Responded to Routine inquiries regarding PMC/Odd
Lot related inquiries
. Processed Transactions for shareowners electing
to participate in company campaigns
. Assisted in Legal Transfer requests and
appropriate follow ups
03/07-08-07 E*Trade Financial
Jersey City,NJ
Financial Services Representative; Brokerage/Bank
. Responded to customer inquiries in a timely,
efficient and professional manner via
telephone/e-mail.
. Serviced customer accounts in the Brokerage/Bank
Line of business
. Provided Web navigation and education on E*Trade
Platforms and products offered.
. Routed calls to appropriate department for
further research/resolution when necessary.
. Acted as customer advocate in complex situations
where call back/follow up is necessary and /or
internal research is required.
. Utilized excellent problem solving skills to
confidently deliver information and education to
the employees utilizing all available resources.
08/06-03/07 Mellon Investor Services
{Contract through Volt Jersey City, NJ
Financial Call Center Representative; Employee
Products/Stock Transfer
. Interpreted, investigated and responded to
rapidly arriving Shareholder and Client
Relationship Executive (CRE) inquiries, by
performing transactions and/or responding
accurately to inquiries received from shareholders,
clients, brokers and others
. Assisted corporate based optionees' with Stock
exercises such as Swaps, Cash Purchases, Sales,
Limit Orders etc. and guidance with deadlines and
navigating website
. Processed transactions for shareowners and
corporate plan participants such as requests to
exercise stock options; to sell
/certificate/transfer shares ;enroll in Dspp/Drip
, price models/estimates, enrollment in stock
plans, change contributions, advisement of plan
details and acknowledgement of grants.
. Assisted with legal transfer requests, probated
and escheated estates, address changes and updates
as well as route investigations for follow-up calls
and research resolution.
. Maintained quality standards by utilizing all
available resources and logging daily updates
concerning changes to the various Company specific
employee plans.
06/06-01/07 Contract with Oliver Staffing
Brooklyn, NY
Information Agent/Call Center Representative
. Made rapidly-arriving outbound telephone calls
one immediately after another using predictive
dialer and headset.
. Provided accurate information to shareholders
of various Mutual Fund families.
. Solicited and recorded verbal proxy votes from
shareholders.
. Maintained strict adherence to client/federal
quality assurance standards.
. Provided high customer service standards through
knowledgeable, efficient and empathetic execution
for each customer.
2003-2006 Pratt Residential
Life Brooklyn, NY
Resident Assistant
. Executed a diverse range of responsibilities from
a multilateral point of view in dealing with
students, resident directors and administration.
. Assisted in implementing new exercises in regards
to diversity and tolerance during training and
orientation for new students.
. Balanced several multidimensional roles including
active planner, helper, advisor, resource person,
administrator and role mode
Software Excel;Word;Photoshop;Acrobat;Outlook;Auto-cad;
Powerpoint
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