Customer Service Management
Resume:
Stephen Lukas
Ashburnham, MA ****0
(H) 978-***-****
(M) 978-***-****
**********@*****.***
Objective
To obtain a challenging position with a market leader, offering the opportunity for professional development which will
effectively utilize acquired expertise, accounting, computer skills and commitment to excellence.
Summary of qualifications
Over seventeen years of successful experience in the insurance, accounting and finance industry. Proven ability to
initiate, maintain and develop positive business relationships and provide exceptional customer service.
Professional experience
Hartford Fire Insurance Company, Hartford, CT
August 2006 to May 2008
Logistics Coordinator, Hartford Investment Management Company (HIMCO)
• Coordinating and verification of Accounts Payable invoices and allocation of market data services to individual
departments.
• Procurement Management for all IT related Hardware, Software and Services:
o Developed/implemented an ARTS-based process for managing/tracking all IT related hardware, software and service
requests.
o Ensure that all orders are properly submitted and processed.
o Review and code invoices.
o Develop/maintain a solid understanding of desktop hardware and software, and of supplier offerings.
• Security Coordination and Request Management:
o Track/manage all security requests from HIMCO staff.
o Coordinate the validation of SOX controls for infrastructure requests and ID/Access.
o Coordinate the fulfillment of security requests from the corporate security department on behalf of HIMCO staff.
o Track users rights and requests such that there is a complete and accurate record to be used for business
continuity and audit purposes for contract compliance.
o W ork with HIMCO project management to implement Market Data Management for tracking contract/ID information.
• Infrastructure/Operations Team On-call Support:
o Enter new user requests into ART’s in coordinator role.
o Monitor NICE telephone recording system and replace tapes when required.
o Provide support to Compliance group for call monitoring and retrieval.
o Responsible for on-call emergencies.
July 2000 to August 2006
Budget Analyst, Hartford Investment Management Company (HIMCO)
• Processes all A/P and A/R transactions from external and internal vendors and provided customer service for the entire
HIMCO organization. Ensured that these charges were correctly coded in accordance with The Hartford’s Expense
Accounting department and were within each HIMCO department’s budget.
• Maintained Market Data Service charges and usage by HIMCO. Reconciled charges for these services against
services provided and conformity to each department’s budget. Worked closely with the HIMCO Investment System
department to ensure accuracy and documentation.
• Prepared yearly budgets for all of HIMCO for Market Data Services, working closely with individuals throughout HIMCO
and the Hartford to ensure system utilization and that charges were posted correctly.
• Monitored and input contracts and Schedule of Work agreements for HIMCO into the Eprocurement system and
monitored the charges associated for budget and support purposes. Ensured that purchase orders were created and
established for these charges.
rd
• Supported HIMCO Sales and Marketing department by preparing monthly and quarterly invoice management for 3
Party and affiliate clients. Balanced receivables for these clients in the BACIS system. Prepared and reconciled
quarterly commission for HIMCO’s sales force based on monthly and quarterly billings.
• Approved eTravel and expense reports for all of HIMCO, ensuring that policy and procedures were met in accordance
with The Hartford’s Expense Accounting Department.
Reviewed monthly expenses for HIMCO to ensure the charges incurred were correctly posted to each department.
•
Processed corporate subsidiary expense ledgers if errors were found.
Maintained and updated the Finance department’s web page on the HIMCO Intranet for news, information and support.
•
November 1997 to July 2000
Associate Insurance Accountant, Hartford Investment Management Company (HIMCO)
• Prepared, reconciled and closed Property & Casualty General Ledgers. Prepared STAT quarterly and annual Schedule
D’s in accordance with NAIC regulations.
• Supported Corporate Banking, Securities Administration, Portfolio Managers and Securities Traders with monthly and
quarterly reports. Prepared The Hartford Fire’s Short Term Pool Interest Yield. Prepared quarterly reports on
Institutional Managers with the Securities and Exchange Commission.
August 1993 to November 1997
Senior Accounting Associate, Reinsurance Asset Management Services (RAMS)
• Provided accurate monthly production and processing of Liquidated, Commuted and Novated Disputed balances along
with Ledger balances. Balanced each system, SPA, MLES, and BLC to control totals for accurate tools to ensure
accurate balancing according to monthly deadlines, including monthly closing.
• Prepared balance sheets used as control totals for monthly processing in both the Loss System and Ledger on a daily
and cumulative basis. Maintained accurate documentation of monthly processing to ensure balancing according to
monthly deadlines. Substantiated monthly detail in the Loss System and General Ledger System to provide detailed
information for Novation billings and actuarial support.
• Implemented time saving Excel macro driven programs in the department production process. Prepared Power Point
exhibits for the Board of Directors’ presentation. Provided LAN system support for the department.
September 1990 to August 1993
Accounting Associate, National Accounts Financial Services (NAFS)
• Prepared transaction, worksheet, activities, and tasks needed in the preparation of a billing invoice for accounts in the
New York and Los Angeles districts. Investigated and corrected conditions which caused ledger out of balances
through the CCPS system. Implemented Excel cash log, reducing time spent manually logging and balancing cash
received.
Computer Skills
Microsoft Office, Auditwizard, Activedirectory, HLI Security Request System, Online Service Request System, Hyperion
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Reporting, Business Objects, WEB FOCUS, Peoplesoft, Econtracker, BACIS, Dynacom, Internet.
Education
University of Phoenix, Phoenix, AZ
• Pursuing Bachelor of Science Degree in Finance.
Manchester Community College, Manchester CT
Associate of Science Degree in General Studies, May 1989.
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Personal affiliations
Professional Association of Diving Instructors.
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References
Furnished upon Request
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