Customer Service Microsoft Office

JOANN CORDANO 860-***-****

* ***** ***** **********, ** 06790 https://www.linkedin.com/in/joanncordano *********@*****.***

BUSINESS PROFESSIONAL with extensive experience in the financial services industry. Strong analytical, problem solving and process improvement skills. Key strengths include problem resolution, workflow analysis, identifying/implementing efficiencies, technical writing (procedures, workflows, job aids, etc.), testing (all aspects) and quality assurance.

EXPERIENCE

KOHL’S, Canton, CT 2016 – Current

Associate (October 31, 2016 – Current)

Utilize customer service skills assisting customers within various departments on the sales floor and checking out at the registers. Ensure assigned department is in order, organized, stocked, item and signs indicate correct pricing. Assist in price change events, setting up merchandise sets, and inventory.

Aflac, Norwalk, CT 2016 – Current

Agent/Benefit Consultant (December 2016 – Current)

Obtained Life, Health and Accident Insurance Licenses. Consult with businesses regarding employee benefits, determine business obstacles, and utilize influencing skills to assist them with offering voluntary benefits to their employees.

MassMutual, Enfield, CT (formerly The Hartford) 1990 - 2016

Business Consultant/Process Owner/Business Operations Consultant (April 2008 – March 2016)

Utilize technical, analytical, process improvement and influencing skills to identify and develop efficiencies within Retirement Plan Services. Lead/Facilitated and participated in various projects.

Accomplishments:

Documented a complete workflow for the New Business organization and an efficient process for procedural changes (identified and documented procedural gaps and collateral).

Lead the Rebranding and Reference Change Initiatives to consolidate shared collateral within Retirement Plan Services and house on SharePoint for version control.

Lead the New Business Procedure and Documentation Review: All processes were identified and procedures were documented and converted to a new template/format.

Developed workflow efficiencies in the process to publish the procedure/collateral changes to the organization, saving the organization money.

Developed a new OnLine Reference site for New Business for procedures, documented the Critical Processes and Corporate Migration procedures and posted to the new site.

Senior Business Analyst (4/2005 – 4/2008)

Utilized technical and analytical skills to support the Government New Business Team. Identified efficiencies, implemented new workflows, created/analyzed Business Objects reports. Testing for various projects and system enhancements, gathering requirements, documenting requirements, business specification and project plans, documenting testing (use cases, defects, risks and resolutions) and documenting/updating procedures for implementation.

Accomplishments:

Facilitated and Lead Coordinator of the Plan to Plan Conversion Projects. Ensured proper fund set up. Handled all issues regarding fund set ups/lineups and Systematic Withdrawal files (created the files for outgoing transitions and manipulated provider data to ensure proper set up on incoming transitions)

Associate Manager (6/2003 – 4/2005) Service Consultant (2/2002 – 6/2003)

Business Analyst (6/2001 – 2/2002) Service Specialist III (2000 – 6/2001)

Single Premium Specialist (1997 – 2000) Senior Annuity Benefit Analyst (1993-1997)

Processing Specialist (1992-1993) Processing Associate (1990 – 1992)

PROFESSIONAL DEVELOPMENT / TRAINING

CT Producer’s Life, Accident and Health License

Series 6 (Licensed when at The Hartford, MassMutual did not sponsor)

Six Sigma and Lean courses

ADKAR

Business Process Re-Design

Project Management and Framework

Risk Strategies: Strategic Planning and Risk Management

TECHNICAL SKILLS

MicroSoft Office; Visio; Access; Excel; Word, PowerPoint; SharePoint; Outlook; Internet Explorer; Quest; QuickBase; Business Objects; Business Intelligence, SQL; SnagIt; Adobe PDF Converter/Creator

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