CUSTOMER SERVICE PROFESSIONAL
Profile 15 years of experience in a professional office environment. Recognized strengths in account creation and maintenance, problem-solving and trouble- shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems.
Proficient in Microsoft Office (2013), including Word, Excel, Outlook, Access, and PowerPoint.
Develop internal and external relationships by providing understandable, concise, and accurate information.
Act in a consulting capacity for clients when amending plan documents. Achievements
Principal Financial Group call center employee of the month for July 2017. Placed in the top 5 of all Transamerica call center representatives for quality, asset retention, and asset gathering for 2011.
Recruited, trained, and supervised a team of 16 enumerators for the 2010 U.S. Census.
Helped create a quality monitoring program that vaulted the Pension Benefit Guaranty Corporation to the top of the customer satisfaction survey for all federal governmental agencies in 2009.
Obtained a Series 6 License.
Completed courses on investment fundamentals, knock your socks off customer service, ERISA, Health Coverage Tax Credit, and Qualified Domestic Relations Orders.
Received promotions from Junior Pension Benefit Analyst to Senior Pension Benefit Analyst and from Customer Service Representative to Compliance Testing Associate.
Principal Financial Group
July 2015 – February 2018
Individual Investment Specialist
Receive and respond to incoming phone calls from retirement plan participants.
Obtain series 6 investment representative license. Resolve participant inquiries by assisting with enrollment Process contributions and withdrawals.
Provide customer service with a focus on efficiency and quality CUNA Mutual Group, Waverly, IA
December 2014 – March 2015
Remote Sales Coordinator
Understand the competitive environment of the credit union. Responsible for ensuring that Representatives are adhering to the disciplined execution of all sales and service processes CUNA Mutual has determined as essential for distribution. Establish and monitor unit metrics and measures for sales. Develops innovative solutions for maintaining relationships. Transamerica, Cedar Rapids, IA
August 2010 – May 2012 and January 2014 – August 2014 Compliance Testing/Customer Service Associate
Complete Non-Discrimination and Compliance testing on an assigned case load of 115 plans within 2 1 2 months of the end of each plan’s limitation year.
Communicate with clients regarding all aspects of plan testing, including top heavy requirements, employer allocations, and plan limits.
Receive incoming phone calls from participants regarding retirement accounts.
Resolve participant inquiries by assisting with enrollment Process contributions and withdrawals.
Provide customer service with a focus on efficiency and quality. Transamerica on contract through Aerotek, Cedar Rapids, IA April 2013 – December 2013
Customer Service Representative – New Business
Process a variety of tasks related to Life Insurance applications. Process complex changes to existing policies.
Research statement problems and/or issues.
Process incoming telephone requests for information/service. Respond to policyholder and agent inquires.
Maintain high quality and efficiency scores.
Process variable financial transactions the same day received. Sedgwick, Coralville, IA
November 2012 – April 2013
Senior Disability Representative
Analyze reported claims to determine benefits due. Make timely payments and adjustments.
Coordinate investigative efforts.
Thoroughly review contested claims.
Medically manage disability claims within control guidelines. Communicate clearly with claimant and client.
Maintain professional client relationships.
United States Census Bureau, San Diego, CA
February 2010 – May 2010
Recruit, train, and supervise a team of enumerators to complete the 2010 U.S. Census.
Pension Benefit Guaranty Corporation, Cedar Falls, IA August 2002 – August 2009
Pension Benefit Analyst
Receive and respond to incoming phone calls regarding pension plans. Build databases of pension plan participant information. Research and respond to written correspondence.
Issue pension benefit determination letters accurately and timely. Reconcile quarterly outstanding check report.
Principal Financial Group, Waterloo, IA
January 2000 – March 2002
Mutual Fund Specialist
Process mutual fund transactions in accordance with federal regulations. Obtain series 6 License.
Education University of Northern Iowa, Cedar Falls, IA 1999 Bachelor of Arts: Business Administration
Hawkeye Community College, Waterloo, IA 1997
Associate of Arts: General Education