Customer Service Quality Control

DONNAREE V. BARTLEY

*** *. ***** ****** *** *A Bronx, NY 10466 347-***-**** *******@***.***

Fortune 500-experienced Customer Service & Financial Services professional SUMMARY OF

QUALIFICATIONS

Associate’s Degree or equivalent; 10+ years of progressive experience in financial services industry

Knowledge of products, services, systems, compliance, policies, procedures, FINRA/SEC laws

Special Skills: Communication, interpersonal, teamwork, leadership, writing, and computer

Personality Traits: Analytical, detail-oriented, organized, quick learner, and adaptable/flexible AREAS OF

EXPERTISE

Quality Assurance & Compliance

Financial Services & Insurance

Administrative/Support Services

Bank & Broker-Dealer Services

Fixed Annuities

TOA/LOA/NY Reg. 60

Customer Service

Call Center Service

New Business/E-Business

Guaranteed Lifetime Income

Producer Services

Information Technology

PROFESSIONAL

EXPERIENCE

NEW YORK LIFE INSURANCE COMPANY – New York, NY 09/2006 to 08/2017 Largest mutual life insurance company in the U.S., ranked #65 on the Fortune 500 list for 2017 Senior Call Center Representative, Retail Annuity Department/Investments Group (2012 to 2017) Senior Annuity Service Associate, Individual Policy Services (2008 to 2012) Service Associate, Individual Policy Services (2006 to 2008) Consultant, Spherion On-Premise Temporary Staffing Solutions/Individual Policy Services (2005 to 2006) Initially hired as a temporary employee in 2005, converted to a full-time employee in 2006, promoted through a series of increasingly responsible positions based on strong performance in meeting and exceeding quality control standards, customer service, teamwork, productivity, and process improvement. Key Accomplishments:

Quality Assurance Quality Control: Conducted quality assurance/quality control reviews for accuracy of work in IPS BBSC-LOA/New Business department to ensure financial and non-financial transactions were completed within regulatory guidelines in compliance with established rules and procedural standards by self and team. Utilized the BBSC Control Checklists to assist with reducing errors for effectiveness and efficiency. Consistently achieved and maintained a 100% quality score.

Compliance Audit & Internal Control: Maintained compliance with federal and state regulations and company policies. Reviewed internal and external audits to ensure desired results.

Customer Service Call Center: Provided customer service and administrative support to brokers, bank representatives, and clients for New York Life fixed annuity products. Advised all parties on contract provisions and related laws, regulatory requirements, and company procedures. Responded to general written and oral inquiries concerning annuity product features and administrative procedures.

Special Cross Training: Cross trained on products and administrative systems. Processed address changes, beneficiary changes, Fixed Financials, Periodic Partial Withdrawals (PPW), Partial Withdrawals (PW), full surrenders/free looks, RMD, and telephone authorized transactions.

Performance Management: Recognized by management for the following strengths – job knowledge, dependability, compliance, teamwork/cooperation, customer relations, interpersonal/communications, quality, productivity, judgment/problem solving, call center MVP, and peer mentoring/training. EARLY CAREER

Served as Quality Control & Single Sum Specialist at Teachers Insurance and Annuity Association – College Retirement Equities Fund (TIAA-CREF), a Fortune 100 financial services company. TECHNOLOGY

SUMMARY

SOFTWARE: Microsoft Office (Word, Excel, and Outlook) ANNUITIES SOFTWARE: OAS/VAS-Fixed & Variable Annuity Administration System, Document Management System, Automated Workflow System, CT1035 Exchange System, Middleware Agent Licensing System, rPay.net-Annuity Payout System, RUMBA Mainframe, Salesforce, Impact 360 EDUCATION BRONX COMMUNITY COLLEGE & BARUCH COLLEGE – New York, NY Associate’s Degree in Business Management and Accounting

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