Customer Service Manager

**** ***** ******

Noblesville, IN

*****

Phone 317-***-****

E-mail ***********@*****.***

George R. Scott

Objective

Manager seeking to secure a position in a fast paced, change oriented company that allows for personal and professional growth by utilizing my leadership, creativity, and strong work ethic.

Professional experience

1999 – July 2016 CNO Financial Services Carmel, Indiana

Manager Worksite Financial Control 10/2004- 07/2016

Managing three distinct departments responsible for all of Worksite’s Cash Control functions, Bankers Life New Business suspense, as well as the back-office operations of suspense account monitoring and SOX compliance; continued liaison for operations concerning all Worksite Financial functions with outside departments

Manage Suspense teams responsible for analysis of incoming premiums, journal vouchers, refunds, premium application, and account activity assessments as well as process improvement implementation

Manage Cash Control team responsible for relationship with Lockbox Vendor and successfully balance incoming lockbox and wire deposits that average over $10 million per month

Manage daily incoming workflow for 70 additional employees.

Direct reporting staff responsible for analysis and clearing of 200 suspense accounts.

Established SOX guidelines for entire department in under three months and passed both internal and external audits very quarter since

Departmental representative for system conversions and reinsurance projects

Worksite Operational Development Team 03/2004-10/2004

Tasked with Identifying best practices in established worksite department and implementing process improvements for new business and in-force operations for Conseco’s re-lunch into worksite market; Established new areas focused on customer services and regulatory compliance and implemented reduced turn around times and error ratios

Communicated results and new organizational structure to Executive Committee and launched new department; Identified staffing needs and held job fair and interviews to select candidates

IT liaison for operations concerning new products and new admin system applications

Supervisor – 08/2002-03/2004

Established Conseco’s first ever department responsible for daily reconciliation of suspense accounts

Established daily, weekly, monthly, and quarterly reporting structure

Created and maintained departments business continuity plan

Maintained budget and successfully under-budget for duration in department

Managed and mentored 7-10 employees including training and daily production

Lead Premium Analyst- 01/2001-08/2002

Project Manager responsible for suspense account clean-up and process improvement implementation

Managed 3-4 full time employees who lead separate teams of temporary employees (5-7) each responsible for different aspects of account clearing

Successfully migrated 2 separate functions to India (including travel to India for initial implementation/training);

Premium Analyst- 06/2000-12/2000

Responsible for daily application of Lockbox payments and bill maintenance

Premium Specialist- 08/1999-06/2000

Responsible for posting premiums to Life/Annuity policies; performing maintenance on Life/Annuity policies

Processing Specialist 05/1997- 08/1999 Alliance Mortgage Corp. Yorktown, IN

Job responsibilities included: Customer service; customer service supervisor (2-8 employees); loan officer; underwriting processor

Education

2009 LOMA ALMI

2008 Accelerated Leadership training Program (top 1% of company)

BA in Business Management pending via WGU

1993 - 1997 Ball State University Muncie, Indiana

Philosophy/Religious Studies Major

2 semesters- Dean’s list

3 semesters- Student Voluntary Services

1 semesters- Coordinator Student Voluntary Services

Member of Honorary Philosophic Fraternity

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