Customer Service Life Insurance
Resume:
Tamir S. Wilson
Las Vegas, NV 89128
Phone: 702-***-****
Email: ************@*****.***
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.
QUALIFICATIONS
● 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 @ Vegas.com, 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
system
● 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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