Customer Service Manager

Lena Kumar

***** ********** ***, ***** *****, CA 91709

714-***-**** ? **********@*****.***

OBJECTIVE

Assist a successful organization by assisting with Executive Administrative

duties. Have three years experience with customer service and heavy

telephone lines. Proficient in Internet communication, research and in-

depth information retrieval methods.

WORK EXPERIENCE

Washington Mutual / JP Morgan Chase

2007 - 2009

HR Incentive Administration Specialist

. Calculated, researched and classified incentive compensation using

established spreadsheet formulas and relational database queries

. Researched recurring problems & questions regarding incentive

compensation programs and plans, as well as participating in the

preparation and distribution of incentive compensation reports

. Sole specialist acting as first-level problem identification and

resolution resource for branch employees; coordinating between

functions/departments/branches as required to facilitate data

gathering and/or problem resolution

. Responded to requests and concerns from employees, supervisors, and

managers regarding pay and other related issues; ensures that matters

are resolved accurately and promptly

. Maintained complex spreadsheets for use in balancing and reconciling

accounts, transactions, and related payroll/accounting operations

. Developed "ad hoc" reports as requested by managers and/or supervisor

and back office support.

. Worked individually and collectively with team to accomplish daily

goals

. Trained less experience employees on incentive compensation programs

. Worked as a team during merger of JP Morgan Chase Bank and Washington

Mutual to ensure a smooth transition

Washington Mutual

2006 - 2007

Bank Teller

. Identified and referred Washington Mutual products and services

beneficial to customer needs to ensure customer satisfaction

. Addressed customer inquiries and if required, referred them to

appropriate internal resources (bank supervisor or manager) for

resolution

. Identified possible fraudulent activity which prevented potential

losses for the bank

Warner Music Group

2005

IT Intern

. Supported IT Procurement Department in daily tasks utilizing Remedy

for updating and resolving tickets involving a user's departure from

company and entering invoices on their Oracle database

. Assisted with re-imaging and re-assigning laptops using the image from

the ghost server

TECHNICAL & APPLICATION SKILLS

. Remedy, Oracle, HTML, SQL, Microsoft Office (Word, Excel, Outlook,

Power Point, and Access)

EDUCATION

Bachelors of Arts, Business Administration (May 2007) California

State University, Fullerton

. Emphasis in Marketing

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