Anthony G. Laws
*** ******** ****** *+ Certified Professional
Wilmington, DE 19801
Mobile Phone 302-***-****
Email: ac13ph@r.postjobfree.com
Professional Summary
More than 3 years of Customer Service experience
Call Center experience
Proven ability to exceed all sales and customer service goals
Proficient in developing, maintaining and strengthening business relationships with clients, vendors and customers
Strong understanding of inventory management
Consistent recognition for exceptional problem-solving skills, analysis, out-of-box solutions to proactively perform responsibilities
Dedicated to customer satisfaction
Outstanding verbal and written communication skills
Professional Skills
Microsoft Office, Microsoft Excel, Microsoft Power Point, Crystal & Scheduled reports, Order Management System, Typing (60WPM), ICD-9 and CPT Codes; Lotus Notes, Microsoft Outlook
Professional Objective
To effectively demonstrate my Customer Service and Information Technology skills in a professional environment with opportunity for growth and advancement.
6/2016 – Present
Kelly Services/M&T Bank
Operations Associate II
Document scanning and indexing.
Quality Assurance
8/2015 – 10/2015
Office Team/Brandywine Trust Company
Trust Operations Associate
Reconciling customer accounts.
Sending and receiving wire transfers.
Processing check deposits.
Setting up recurring transactions.
Executing trades such as buying and selling assets.
Creating CUSIPS where necessary.
2/2014 – 3/2015
Kelly Services / M&T Bank
Finance & Retirement Services Administrator
Processing client distributions.
Monthly account reviews.
Preparinginvoice payments.
Processing stop payments & reissues.
Researching client information.
4/2012 – 11/2013
Kelly Services / M&T Bank
Account Opening Specialist
Computed electronic processing of bank service fees via company billing application.
Research and substantiation of fees in relation to clientagreements.
Provided detailed electronic analysis of fee data to managerial staff members.
Worked closely with billing unit co-workers and clients while demonstrating the ability to think creatively and implementing recommendations for process improvement.
5/2011-10/2011
Kelly Services/M&T Bank
Client Services
Maintain customer service levels according to M&T standards.
Provide prompt and courteous service to all external/internal customers.
Answer up to 50 calls daily in the M&T customer service call center, with the ability to answer more calls during busy times.
Apply critical thinking and problem-solving skills to customer problems.
Support Web Banking Customers with enrollments, passcode resets, and online navigation.
9/2008 – 11/2008
Kelly Services/Dupont
Tester/Script Writer
Develop comprehensive testing scripts for the Intellectual Property Enterprise Software project using the following inputs: Requirements database, Configuration updates, Training & System guidance.
•Configuration updates, Training Specialist guidance, and System expert guidance on areas to be tested.
Coordinate script development with the following work streams: Configuration, Training & Support, Usability & Testing, and complete testing of scripts as required.
Hardware/Software used: MS Word, Excel, Power Point, Lotus Notes
1/2004 –2/2008
Spherion Corp/JPMorgan Chase
Distributed Computer Technician
•Management of tape operations which include mainframe, midrange, and distributed environments.
•Providing up to date and current documentation of Operation and Network Data Center activities daily and accurately.
•Monitor all of MVS Mainframe platforms.
•Scheduling the setup of all batch flow relating to Delaware through CA7 scheduler.
•Maintaining existing daily, weekly, monthly, quarterly, and yearly batch flow.
•Rebooting systems when scheduled.
•Responding to errors when jobs fail and contacting the right users.
•Printing Production labels and reports.
•Contacting vendors for repairs on equipment and systems.
•Media Library Management for Mainframe, Midrange, and DR support.
•Reporting incidents and status of shift to incoming technicians.
Hardware/Software used: UNIX, AIX, VMware, IBM Servers, EMC,
STK Silos, AS400, TSSP, ESL9000, 9Track Tapes and Drives, MS Word, MS Excel, Lotus Notes, Vertices, Tape
Drive (3480, 3490, 3590), People Soft, OS390/ZOS, JES 2, STK 9310, MVS/ESA, CA1/CA7, CA-Scheduler
8/1998 –12/2003
Spherion Corp/JPMorgan Chase
Tape Pool Operator
•Maintain accurate TMS logs for incoming/outgoing tapes.
•Track incoming/outgoing bank and vendor tapes.
•Assure that an adequate number of scratch tapes are outside/inside silos.
•Monitor various systems for tape mounts.
Hardware/Software used: MS Word, Excel, Lotus Notes, Vertices, StorageTech
Silos, 9Track Drives, VM, Tape Drives – 3480, 3490, 3590
EDUCATION
2009 A+ Certification Training, Delaware Skills Center, Wilmington, DE
19941996 General Studies, Hagerstown Junior College, Hagerstown, MD