Customer Service Administrative Assistant

Nancy Davey

** ****** ***** ****** 781-***-****

Braintree, MA 02184 **********@***.***

SUMMARY

Versatile and successful Financial Services Professional known for ability to analyze and resolve customer and shareholder issues escalated to her experience level. Strong supervisor skills, knowledgeable of company and departmental policy’s and processes. Easily adapts to organizational and business changes. Areas of expertise also include, Accounts Payable and Accounts Receivable. Additional strengths include; dependability, attention to detail, coaching others, MS Office and teamwork. EXPERIENCE

COMPUTERSHARE 1999 – 2017

Assistant Team Lead, Priority Response (2014 – 2017)

• Lead staff responding to sensitive/high value customer service inquiries generated by shareholders and clients, as well internal Legal, Fraud and Compliance business units.

• When a Fraud investigation was warranted I reviewed the "foot prints" of the accused which entailed viewing all accounts and screens to confirm if any changes (address, bank details sales, check replacements, etc were processed). Fraud investigations were always considered high priority - so working extra time was a must.

• Ensured staff was meeting/exceeding productivity goals by providing constant feedback and assistance.

• Identified trends and developed plans for process improvements.

• Maintained daily interaction with internal/external clients, representatives, brokers and attorneys.

• Enforced department and company policies, ensuring full staff understanding.

• Responsible for handling escalated inquires generated by phone, email and or written.

• Monitored calls when necessary and provided feedback to staff.

• Motivated the team to meet individual and team goals. Assistant Team Lead, Communications Center (2012 – 2014)

• Provided daily support for 30 agents, additional support for up to 180 when necessary.

• Processed weekly and monthly performance reviews as well as on-the-fly training for staff.

• Assisted agents with escalated shareholder concerns/inquiries. ADVANCED BATTERY SYSTEMS 1998 – 1999

Administrative Assistant, Advanced Battery Systems

• Completed Account billing and inquiry management, as well as Accounts Payable and Receivable duties.

• Maintained file integrity for annual audit.

• Provided support for projects and assistance to senior management as necessary.

• Daily responsibilities included mailings, cash deposits, customer order processing and data maintenance for productivity and billing.

EDUCATION / DEVELOPMENT

Hull High School

Attended Computershare in house training programs

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