Customer Service Quality Assurance

RALPH M STORRIER

** **** ***** ******, ***. *B New York, NY 10037 / 917-***-**** / **************@*****.***

Experienced project manager, supervisor and quality assurance professional with

background in the finance, employee benefits, real estate and credit service industries.

Expertise in launching new services, facilitating employee training and developing elite

customer service programs. Key strengths include building and nurturing client

relationships, collaborating with sales/marketing teams, technology support, developing

instructional materials, quality control and leading new employee training seminars.

EXPERIENCE

RR Donnelley and Sons, New York, NY

Customer Service Specialist (2007 to 2012)

• Provided onsite and offsite training for clients of this global provider of integrated communications;

trained, supervised and delivered performance review feedback for three-member data room staff.

• Played key leadership role in building, testing and launching “Venue” virtual data room, providing

secure due diligence site for high-end law firms and financial institutions including Morgan Stanley,

Deutsche Bank, Goldman Sachs, Citibank and NASDAQ; mounted on a limited budget, Venue became

profitable within year of launch.

• Created and frequently updated training materials for clients, sales and marketing staff; managed daily

hands-on training for sales and marketing teams, frequently joining both for client presentations.

• Handled quality assurance, uploaded documents and managed permissions for clients.

1199 National Benefit and Pension Fund, New York, NY

Benefits Administrator/Senior Quality Control Representative (2003 to 2007)

• Trained new phone representatives, providing guidance to 15-member staff and feedback to

management team, serving as primary point of contact for clients, service providers and internal

departments for this provider of comprehensive benefits to 400,000 healthcare industry employees.

• Developed health and pension benefits expertise while reviewing eligibility requirements and approval

of claims for processing and payment, providing quality assurance for all support staff correspondence.

Bank of New York Mellon, Inc., New York, NY

Investor Relations Representative/Quality Control Administrator (1995 to 2002)

• Served as personal representative for elite accounts of $1 million or more of this global investments

company, wiring money and making transfers, responding to client inquiries by telephone,

correspondence, fax and email.

• Provided preparation of all tax-related forms (1099’s, 1042’s W-9’s, W-8’s) for distribution to clients;

adjusted customer accounts within SEC-regulated timeframes.

American Express Company, Inc., New York, NY (1986 to 1994)

Senior Quality Control Specialist (1992-1994)

• Enjoyed largely autonomous position as frontline contact for “Ask the President,” white-glove customer

service department; handled correspondence and addressed complaints to American Express

President Kenneth Chenault; six-member department’s discretionary access to $5 million annual

budget allowed representatives to provide gift certificates and other benefits to elite clients of this global

credit services company.

• Monitored resolutions of client inquiries to ensure quality of company services; contacted service

providers regarding complaints from customers regarding disputed charges.

Senior Customer Service Representative (1986 to 1992)

VOLUNTEER EXPERIENCE

St. Margaret Mary’s Church, Staten Island, NY (2012 to present)

• Responsible for Hurricane Sandy response project distributing supplies to residents of Staten Island

and the Rockaways.

2

American Red Cross, New York, NY (2012)

• Helped distribute supplies to Super Storm Sandy survivors in the Rockaways.

ADDITIONAL INFORMATION

• Licensed real estate agent with Halstead Property (2013 to present).

• Proficient in Microsoft Office Suite 9.0, including Advanced Excel, Word, Outlook and PowerPoint.

• Conversational Spanish.

EDUCATION

New York Real Estate Institute, New York, NY (2013).

Completed 75-hour course to earn New York State Real Estate License.

Borough of Manhattan Community College, New York, NY (2000 to 2002)

Coursework completed toward Bachelor of Arts in Education.

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