Patricia H. Cabana

** ***** ****

Rhinebeck, NY *2572

845-***-****

abvk2j@r.postjobfree.com

PROFILE

Motivated, self-starting professional with customer service, management, training, financial service & retail experience. Effective oral and written communicator with excellent problem- solving & time management skills

Strong work ethic, detail-oriented with the ability to work well in a team environment Currently employed as a merchandiser for Hallmark.

EXPERIENCE

Lifecare Inc. Shelton, CT 2007 -present

Customer Support Specialist

Knowledge of CRM & Aprapo

Large call center assisting on the help desk

Assist employees from major companies throughout the US with work life situations such as, counselling, adult & child care, legal referrals

American Skandia/Prudential, Shelton, CT 1999 - 2007

Marketing Service Representative, Call Center

Large call center using the Avaya phone system

Adhere to call center metrics, service levels & abandon rates

Mentor for all new hires via monitoring, training & call coaching

Provide help desk & technology support

Provide technical, product, procedural, financial and fund performance information regarding annuities

Utilize regulations expertise for contract provisions, market value adjustments, separate account theory and basic taxation of qualified and non-qualified monies

Assist brokers with completing presentation materials for pre-issue sales

Knowledge of all aspects of new business, 1035 exchanges and commissions

Liaison between brokers, wholesalers, contract owners and internal departments

Proficient with AS400, GUI, VPAS, CFE, lotus notes, Aspect and Fiserv

Numerous recognition awards by Dalbar for call quality and customer service

Series 6 licensed

Oxford Health Plan, Trumbull, CT Jan 1999 - Nov

Dedicated Group Service Associate

Provided high quality customer service and problem resolution to Connecticut large groups

Responsible for group retention while ensuring compliance with Oxford's policies

Maintained professional rapport with assigned brokers and benefit administrators

Expert knowledge of all benefits including enrollment and billing

Peoples Bank, Bridgeport, CT 1995 – 1999

Call Center Supervisor/Manager, Visa Credit Card division

Managed, motivated and coached a team of eighteen customer service representatives

Responsibilities included: hiring, performance management, training, development, call monitoring and daily statistics reporting

Wrote a training manual for new employees

Approved credit line applications, managed the collection of past due accounts, created and maintained the team training manual

OTHER AREAS OF EXPERTISE

Banking/Financial Services Prior to 1995

Assistant Manager, Teller

Established long term banking relationships by identifying and satisfying the banking needs of internal and external customers

Collaborated with the manager to open a full-service (tellerless) office, which became the fastest growing branch in system; generated over $9M through our advertising & marketing techniques during its first year of operation

Responsible for all branch operations, budget, security, audit control and monthly general ledger report

Provided information about home equity lines, mortgages, CD's and IRA accounts; developed actions plan for attaining branch goals

Originated mortgages, home equity and installment loans, back-up teller duties

Initiated foreign and domestic wires, invested funds in Euro dollars, commercial paper and municipal bonds

Opened accounts, generated business from local merchants through on site visits, approved consumer loans

EDUCATION, ACHIEVEMENTS AND COMMUNITY SERVICE

Series 6 licensed

Some college coursework completed

Foundations of Banking Diploma - American Institute of Banking

CT real estate license

Numerous banking, managerial, lending and sales seminars

Awarded a trip to Hawaii for bringing in over $1M in new business in the course of three months

National Association for Bank Women

American Cancer Society

References furnished upon request.

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