Customer Service Manager
Resume:
Tonya Foote ***********@*****.***
Upper Montclair, New
Linkedln: Tonya Foote
Jersey
SUMMARY OF PROFESSIONAL QUALIFICATIONS
A highly motivated, dependable and skilled administrative professional with more than
15 years of experience in administration, office management and client relations within
the financial services and insurance industries.
Exceptionally detailed, organized and highly accurate with a unique ability to
successfully manage multiple projects simultaneously.
Proven competencies as a department administrator with the ability to empower others
and foster cohesive business units.
Consistently leverage organizational capabilities to facilitate well-run and streamlined
office operations.
Well-developed interpersonal communication skills to work effectively with people from
diverse professional and cultural backgrounds. Areas of expertise include:
o Senior Level Management o Regulatory Compliance
o Reports & Record
Support
o Operations & Client Management Analysis
o Employee Training o Claims Management
o Internal Communications o Contract Negotiations
WORK EXPERIENCE
FX Solutions, Saddle River, NJ January 2006-March 2013
Broker Relations & Administrative Support Specialist
IB Support Team Leader 2011-2013
Provided executive-level administrative support to the CEO, COO, CFO and members of
the Institutional, Introducing Broker (IB), and Retail Sales teams on day-to-day
operations and special projects with a demonstrated ability to improvise, improve
procedures and meet demanding deadlines.
Supported and facilitated trading operations through maintenance of proprietary back
office systems to control areas such as broker billing and subcontracting, organization of
department records to conform to regulatory compliance needs,
Liaison between all impacted departments and collaborated with appropriate managers to
develop and distribute proper internal communications to groups and ensured
communication of the firm’s marketing promotion campaigns to IBs.
Processed and managed all monthly IB advances and bonuses, including preparation of
month-end IB rebate reports, ensuring payments to Broker accounts.
Administration Team Leader 2009-2011
Assisted in development of training curriculum handbook and trained new hires remotely
for the corporate London office on back office systems, account transaction processes
and FX services during company merger.
Consistently received high appraisal ratings of 5s and 4s (shows highly effective or
effective performance exceeding/meeting majority of standard requirements) from
supervisors in regards to work performance requirements.
Administration Support Team Member 2006-2009
Assisted FX Solutions clients both domestically and globally in navigating products and
services, and responded to client inquiries including account servicing, cost basis
information, and product knowledge support. Customer account verification/fraud, and
opening and funding of new accounts.
Managed customer service inquiries for existing and new accounts from global clientele
in the Middle East, China, and Europe and processed transaction management activities,
including opening and funding individual, joint, business, and IRA retail foreign
exchange trading accounts.
.
May 1999 – December 2005
Prudential Financial Services, Livingston, NJ
Disability Claims Manager
Responsible for managing account relationships for assigned clients such as: Macy’s,
Rite Aid and Target and provided exceptional customer service to physicians, support
medical personnel, employers, attorneys and claimants.
Implemented efficient processing procedure for clients to streamline operations which
resulted in an 85% completion rate in client claims.
Administered short and long term disability leave by coordinating the Company's
disability plans and federal, state and client companies leave policies.
Ensured compliance and proper documentation in regard to all applicable laws,
regulations, and plans, including HIPAA, FMLA, CFRA, as well as all individual state
leave acts, military, and company sponsored leave programs.
Interacted and collaborated with colleagues, other areas of group insurance, clients and
claimants to address challenges and resolve issues related to contract interpretation,
procedures, complex claim assistance and/or direction.
State Farm Insurance Group, Montclair, NJ November 1991 - November 1996
Customer Service Claims Manager
Managed daily operational processes for customers including coordination of quality
assurance verification, policy transaction entry and handling customer inquiries regarding
homeowners and auto insurance policies.
Using existing technology, gathered and entered customer data to provide customized
quotes on new policy inquiries
Delivered excellent service and ensured total satisfaction by preparing forms, addressing
concerns concerning filing requirements and benefits provided to claimants.
Meticulously administered the re-evaluation of evidence and generation of additional
information in connection with claims under appeal or in cases requiring investigation of
claimant’s continuing eligibility for benefits.
SKILLS
• Computer/Technical: Proficient in Microsoft Office: Word, PowerPoint and Excel; Internet
savvy
• Additional: Familiar with ERISA laws and guidelines, NJ state disability laws, worker
compensation laws, customer verification and identification background process, USA Patriot
Act 2001, Terrorism Prevention Act of 1996, Bank Secrecy Act (BSA), Money Laundering
Control Act of 1986, Money Laundering Suppression Act of 1994, Money Laundering Control
Act of 1986 USC and Laundering Act of 1992, familiar with the National Futures Association
(NFA) and Commodities Futures Trading Commission (CFTC), familiar with international
regulators Financial Services Authority (FSA) in the UK, and Australia Services and Investments
Commission (ASIC) in Australia.
EDUCATION
Compliance AML (Anti-Money Laundering) Training, 2006 – 2013
Completed yearly training in various course areas that addressed the challenges faced by the
securities and banking industry in combating financial crime. Courses completed include:
Terrorist Financing
Money Laundering & the Securities Industry
Brokerage Industry
Customer Identification & Verification
Advanced Topics in Money Laundering
Bloomfield University, Bloomfield, NJ Major: Psychology
REFERENCES: Available upon request
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