Customer Service Manager
Resume:
ERIC BOOK
Email: ********@*****************.***
Address:
City: Independence
State: MO
Zip: 64055
Country: USA
Phone: 816-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Highly focused Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Educational Background:
High School Dipolma from Longview College, Kansas City MO 1/2001 to 5/1998 (Business Administration)
Job History / Details:
Summary
Highly focused Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Highlights
Regulatory Compliance
Employee Benefit Administration
Accounts Receivable (A/R)
Hiring and retention
Profit and Loss Statements
Tax Reporting
Plan Documents and SPD's
Mutual Fund Auditing
Profit and Loss Statements
Bank Reconciliations
Financial Reporting
Leadership
General Ledger
Accounts Payable (A/P)
Microsoft Word, Excel, Office and Powerpoint
Analytical Thinking
Budget Analysis
Deadline Orientated
Decision Maker
Accounting Supervisor
Project Planning
HIPAA Compliance
Accomplishments
Boosted the number of accounts administered during tenure as VP of First Trust of MidAmerica by more than double.
Achieved promotions to Management in every job I've had except one.
Introduced new processes for benefit administration at First Trust resulting in 36 percentage company growth in first full year.
Implemented new procedures that resulted in exceeding budget and growth goals each year except one at UMB and First Trust of MidAmerica.
Enhanced auditing procedures for mutual fund and common funds at NATC resulting in streamlined productivity.
Oversaw Department at First Trust of MidAmerica with perfect audit rating.
Assistant Manager at second busiest store by sales volume at QT in KC.
Experience
September 2005 to Current
First Trust of MidAmerica Pleasant Hill, Missouri
Vice President
Manager of Flexible Benefits
Ensure Human Resource compliance for team of twelve employees.
Increased the employee base by 67 percentage to meet changing staffing needs.
Managed team of five professionals.
Reduced and controlled expenses by creating multiple spreadsheets to show input and output of production and expenses.
Surpassed revenue goals in three consecutive years.
Served as mentor to junior team members.
Member of Trust Executive Committee that reviews all current Trust Company issues including policies and procedures.
Recruited and interviewed applicants per tenure as Manager of Flexible Benefit Department.
Set Agenda and Lead Bi-Weekly Flexible Benefit Area Team Meetings for all staff.
Formulate yearly budget for Flexible Benefit Department.
Manage daily operations of the Flexible Benefit Department.
Responsible for monthly reporting of Accounts Receivable and Accounts Payable of all clients.
Invoicing of clients through Quickbooks.
Provide daily customer service to individual book of client accounts including answering phone calls and emails to Plan Sponsors, Brokers, Plan participants and potential new clients.
Write all Plan Documents and Summary Plan Descriptions for Flexible Benefit client accounts.
Conduct off site employee benefit meetings for existing and new clients.
Perform all daily, monthly and yearly accounting entries and reporting for book of client accounts.
Prepared financial and regulatory reports required by laws, regulations or boards of directors.
Reconciled bank statements to clients' books and prepared financial statements from client accounts.
Reviewed accountants entries to ensure G/L accuracy.
November 2003 to September 2005
National Advisors Trust Company Overland Park, Kansas
Mutual Fund Operations
Handle day to day cash management operations including processing incoming and outgoing wires and posting subsequent entries to specific customer accounts.
Balance DDAand process all transactions for multiple money market funds.
Conduct weekly Bank Reconciliation of all company mutual fund accounts.
Reconcile all mutual fund accounts on a daily, weekly and month end basis.
Setup all new mutual fund accounts for company holdings.
Process monthly dividend accrual amounts for all money market accounts.
Conduct Daily bank deposit of all mutual fund clients checks.
Post all mutual fund transfers into specific omnibus system accounts.
Post all dividend and capital gains entries for mutual funds.
Process Common Fund processing on a monthly basis.
Addressed and resolved non-routine, complex and unexpected variances.
Updated investment records upon funding of investments.
Worked with management to document and offset unusual expense variances in their respective areas.
November 2000 to November 2003
UMB Bank N.A Kansas City, Missouri
Team Leader
Distribute daily accounting work consisting of individual tax savings claims and company payrolls to our team of six customer service accountants.
Ensure timely processing and accuracy for over two hundred individual company payrolls and post appropriate entries to individual participant accounts.
Double check accuracy of all daily accounting work completed by our team.
Review authority files for each company to verify all individual company documents are up to date with all current IRS regulations pertaining to Code Section 125 and 213 plans.
Conduct Bi-weekly meetings with team to discuss current events.
Hold one on one meeting with each accountant monthly to share progress reports and also to find out their thoughts on how we can improve operations.
Attend benefit fairs to actively market the Tax Savings Plan provided by UMB.
Correct all processing errors in our system and rollover all plan data each year.
August 1994 to November 2000
Quik-Trip Corporation Lee's Summit, Missouri
First Assistant Manager
Take care of customer's immediate needs through fast, friendly customer service at the point of sale.
Manage team of six employees and assign daily work tasks.
Order product for the store through a variety of vendors.
Complete weekly accounting paperwork for the store.
Breakdown monthly profit and loss statements to track projected goals for the store and formulate ideas to improve efficiency.
Participate and add input into all monthly store meetings.
Addressed negative customer feedback and provided solutions.
Executed in-season pricing strategies, including promotions and markdowns to reach financial targets.
Education
May, 1998 Longview College Lee's Summit, Missouri
Associates in Arts Degree Business Administration
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