Customer Service Quality Assurance
Resume:
Dear Sir or Madam,
I am responding to a job offered on Employee Benefits.com website for an Defined Contribution/401k Consultant or Customer Service Rep.
I wish to express my strong interest in seeking employment with your company. According a complete resume is attached for your review and consideration with my expertise concentrating on Pension Plans, Client Services, and Sales.
The enthusiasm and spirit I convey in others along with my technical abilities make me a valuable asset to any organization.
I would appreciate the opportunity to discuss how I might further contribute to the company's growth through a personal interview. I am currently seeking $45,000 to $50,000 a year in salary.
Thanking you for your consideration and I look forward to hearing from you soon.
Sincerely,
Michael A. Cuthbertson
**************@*****.*** or
**************@*****.***
MICHAEL A. CUTHBERTSON
E-mail **************@*****.***
212 West 91st Street #924
New York, NY 10024 Cell # 917-***-****
SUMMARY
Over 14 years of management experience in the financial services industry. Unique problem solver and coach with strong interpersonal techniques in a heavy customer service environment. Major strengths include detailed orientation, exceptional written and verbal communication skills. Outstanding leadership qualities displayed in fast-paced, high stress situations while maintaining a high level of service.
PROFESSIONAL EXPERIENCE
NORTHERN LEASING SYSTEMS INC, 8/10- 03/11
Asset Management Department/Customer Service
● Sales Representative
● Answering approximately 60-75 calls per day to re-negotiate lease status
● Fielding account discrepancies and updating account and banking information
● Performing credit checks on new account applications
US CENSUS BUREAU 2010- 8/2010
Crew Leader Assistant
● Supervised enumerators during field operations
● Provided instruction on enumeration procedures and familiarized trainees with reports/updates and forms used to collect data
● Assigned duty areas to employees, observed employees in field, and provided on-the spot assistance and supervision.
● Reviewed and certified daily payroll and progress reports and ensured that work was completed within established time schedules.
● Advised supervisor of progress and performance, and made recommendations for dismissal of those who could not or would not perform required duties.
● Maintained records of hours worked, units produced, miles driven, quality control results, and expense incurred in performance of duties
MORGAN STANLEY TRUST, JERSEY CITY, NJ 2002- 2008
Retirement Specialist / Qualified Plans Consultant
● Guided financial advisors and business owners with information that will be useful in establishing Qualified Plans and the differences between complicated Plans.
● Provided IRS regulations and 5500 reporting concerns to financial analysts
● Familiarizing branch offices and Senior Management with IRA Tax procedures and reporting documents.
● Assist the Marketing Department with Retirement Product Development including brochures and charts.
● Created articles and FAQ’s to expedite questions from FA’s regarding new developments and changes in current laws.
● Provided extensive client management experience in sales to cross sell products and possess the ability to build solid relationships with both internal and external clients.
● Cross trained in Financial Planning by assisting advisors in all aspects of estate & retirement planning.
NATIONAL DISCOUNT BROKERS, NEW YORK, NY 1997- 2001
Customer Service Supervisor/ Retirement Services Manager
Monitored live calls in order to identify strengths and areas needing improvement.
Produced quarterly and annual performance evaluations.
Interviewed, selected and trained new personnel.
● Trained and supervised over 120 new employees within a 90-day window in all aspects of the company’s products and services which significantly reduced call volumes
● Developed an incentive program to increase team morale and to recognize and acknowledge outstanding performers within the department.
● Launched a Retirement Services division to direct complex retirement issues to a team of individuals trained by myself according to ability and experience.
MICHAEL A. CUTHBERTSON PAGE 2
● Promoted to IRA Coordinator within 14 months to oversee the consolidation of client emails, phone calls and written correspondence to one team, therefore reducing the total Customer Service areas talk time by 60%.
● Created and delivered new employee orientation training material for all new hires.
● Conducted periodic refresher courses in IRA products and new account procedures company-wide.
● Monitored client issues and ensured accurate and timely resolutions.
SUPERVISOR/TEAM LEADER, NEW ACCOUNTS DEPARTMENT 1996- 1997
Supervised the operations division in compliance related issues associated with the opening of new accounts.
● Managed and trained a staff of 12 employees in all aspects of policies and procedures.
● Established a Quality Assurance Review Team to oversee all indicative changes made to account registrations.
● Maintained and reviewed all incoming mail including checks, stock certificates, and applications to ensure customer confidentiality.
● Performed credit reviews when necessary to avoid fraudulent activity in account openings.
CHASE MANHATTAN BANK, NEW YORK, NY 1992- 1996
Retirement Investment Senior Operations Coordinator, IRA Research Department
Provided technical knowledge on IRS Rules and Regulations governing retirement products.
● Developed format for conversion process of over one million clients during the Chemical/Chase acquisition and merger
● Presented training materials to handle discrepancy reports and government corrections.
● Rectified necessary monetary and non monetary adjustments, correcting distributions, contributions, opening and closing of customer accounts.
● Forwarded final corporation reporting to IRS on magnetic tapes for all 1099r yearly distributions and final reporting on 5498 via magnetic tape in June.
EDUCATION
St. John’s University, Jamaica New York
Bachelors Degree – Finance
Queensborough Community College, Bayside New York
Associates Degree- Accounting and Economics
COMPANY SPONSORED COURSES
Achieving Extraordinary Customer Relations (AECR), 1998
Accounting, American Institute of Banking
COMMUNITY INVOLVEMENT
New York City Police Department- Auxiliary Division- Captain/Commanding Officer 26th Precinct
Youth Counselor Mentor Program- SEAAD (Striving for Excellence in Academic and Adolescent Development
Volunteer Youth Counselor Boy Scouts Of America
Red Cross of Greater New York – Disaster Volunteer
City Parks Foundation of NY for Performing Arts Festival at Central Park Summerstage- Volunteer
CERT Team Leader (Community Emergency Response Team)
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