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Customer Service Life Insurance

Las Vegas, Nevada, United States
May 29, 2018

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Tamir S. Wilson

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

Las Vegas, NV 89128

Phone: 702-***-****


OBJECTIVE: To obtain a position with growth opportunities within a company that will allow me to utilize my experience and skill set, while providing optimum performance toward the business.


● 12+ yrs. of administrative experience within corporate atmosphere.

● 12+ yrs. of customer service.

● Excellent project management skills, including analysis of work flow, plan and coordinate timely completion of technical, regulatory and administrative projects.

● Superior organizational, communication and problem solving abilities.

● Extensive bookkeeping and budget management experience.

● Excellent working relationship with all levels of management, business clients and staff peers.

● Experience with human resources and supervision of staff.

● +5 yrs. experience with corporate event coordination.

● In-depth computer literacy in Visual Basic 5.0, Visual C++, Lotus 1-2-3 spreadsheets, Microsoft Office, Lotus Notes and mainframe applications.

● In-depth knowledge of Windows NT, 2000 and previous Windows environments.

● Outstanding diplomacy produces win-win results for customers and company.

● Sound knowledge of the principles/practices/concepts of the compliance discipline.

● Familiarity with Business Continuity processes and procedures. EDUCATION

1999-2000 A.S., Computer Technology, Essex County College EMPLOYMENT

2016-2017 Facilities Manager @ Desert Shore Community Association, Millenium Staffing

2016 –2016 Talent Acquisition Representative @ MGM Corporate, Millennium Staffing 2015 –2016 Call Center Associate @, Millennium Staffing 2009-2014 Associate Manager, Regulatory Supervision and Administration, Prudential Insurance Company of America

● Responsible for the ongoing implementation of monitoring and oversight procedures.

● Exercises judgment and discretion in the process of identifying and resolving problems/issues.

● Responsible for performing analysis and trending of data, gathered from the various sources/matters that are handled by the department.

● Responsible for maintaining high confidentiality levels with sensitive information available to department’s discretion.

● Database Creation/Management (Excel and Access)

● Responsible for monthly/quarterly/semi-annual/annual reporting of both financial and business-related data.

● Supervisory responsibilities for tour (4) staff associates. 2007-2009 Customer Service Senior Representative, Comcast

● Supervision of 35 call center representatives.

● Randomly monitor customer service rep phone calls to ensure that all issues are handled with the highest level of courtesy and professionalism.

● Responsible for the professional development of staff.

● Maintain and analyze individual customer service reports on each individual rep.

● Handle all escalated matters.

2006-2008 Business Analysis Associate, Northpointe Personnel

● Wrote medium-moderately complex requirements independently, assisted with more complex requirements.

● Planned and conducted testing that involved medium-moderately complex projects.

● Developed and reviewed test plans, while ensuring traceability to requirements.

● Executed some testing with little to no assistance.

● Worked independently on requirements and testing task assignments, and with direction, more complex assignments.

● Received some direction on prioritizing and planning work to meet deadlines.

● Clearly communicates progress, issues and resolution.

● Used automated testing tools, such as Quality Center/QTP.

● Handle all customer inquiries including questions regarding billing, service and questions relating to the business in general.

● Handle all cash transactions.

2004-2005 Senior Administrative Associate, Prudential Financial

● Implementation of illustration system with AssureNet (Application Service Provider) with full compliance with Grahm Leech Bliley privacy regulations

● Responsible for planning and implementing web based illustration system

● Responsible for planning and implementing 3r d

party illustration


● Follow and improve procedures for gathering user needs, testing and implementation of software, working within the Capability Maturity Model (CMM)

● Travel to key brokerage firms to attain their needs and expectations of the web based illustration system

● Prototype models of desired results and gather feedback to better fit the needs of the end users

● Design and implement training program for end users

● Canvass end users to determine how user needs were met and where improvements are required to better fit user needs

● Prepare and provide oversight for the specification and test plan writing process

● Acted as liaison between third party vendors and clients

● Responsible for deployment of all life insurance systems, company wide

● Responsible for any and all additions and/or modifications to each company system

● Developed various robot programs to assist entry level associates with daily tasks

● Responsible for systems deployment to international company sites

● Tracking and resolving issues, escalating as necessary 2002-2004 Sr. Systems Analyst, Prudential Financial

● Implemented a PC based sales support system for life insurance products. System produced sales proposals and supplemental materials for approximately 12,000 agents

● Coordinated and worked with multi-functional project teams that had specific product and systems objectives.

● Initiated and maintained communications with vendors, legal, marketing and actuarial personnel to successfully implement illustration system releases of Life Insurance portfolio updates and revisions; arranged and led meetings; prepared timelines.

● Conducted research on complex insurance sales proposals.

● Member of Conflict Resolution/Solve Logic team for illustration systems.

● Worked with Marketing Ledgers including Split Dollar, Supplemental Executive Retirement Plans (SERP), Traditional Deferred Compensation (TDC) and Executive Bonus.

● Responsible for writing and proofreading all life insurance systems specifications and calculations

● Mediated the strained relationship between the external programming vendor and the internal testing group resulting in improved morale and performance.

● Conducted systems training classes for management and users.

● Conducted problem analysis; isolated faulty logic; established test conditions; and prepared system release memoranda.

● Identified and implemented system changes for new products and the administration of the current portfolio.

● Budget analysis for entire department, including forecasts and accruals.

1999-2002 Administration/Accounts Payable Associate, Prudential Financial

● Provide administrative support to Director and Manager of dept.

● Responsible for invoice tracking and payment to vendors

● Assigned print production projects to production coordinators

● Help Desk assistance for entire department

● Answered over 1,500 customer and field telephone requests

● Trained and supervised call center staff of 20

● Database/Records Management

● Adhoc requests

● Data Entry

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