Customer Service System

Claudio Anthony Quagliaroli, FLMI, ACS

*** ***** ***** *****

West Hartford, Connecticut, 06110

acb2sz@r.postjobfree.com

Home Phone: 860-***-****

CAREER EXPERTISE SUMMARY:

A Business Technical/Senior Compensation Relationship Consultant with 13 years of proven

expertise in agent payroll administration and agent payroll systems. Has product knowledge of

universal life, variable life, term life, LTC, and fixed annuity. Have customer service and

business analysis skills with emphasis on commission research, commission systems,

commission schemas, commission accounting, hierarchies, overrides, bonus payments,

commission schedules, multiple payroll cycles, and selling agreements; with knowledge of

financial services industry governing laws which include SEC, IRS, state licensing and

appointment regulations, and FINRA. Business partners recognize ability for diagnosing and

providing solutions in order to resolve a commission related problem. Senior management

recognizes ability as a subject matter expert in researching and resolving challenging

commission requests; excels at providing customer satisfaction, customer relations and customer

retention.

THREE BUSINESS TECHNICAL/ANALYSIS SKILL SETS THAT REFLECT WORK

EXPERIENCE AND EXPERTISE:

(1) Subject Matter/Business Technical Knowledge: Expert on Commission Plans and Systems, User

Expertise of AWD, Microsoft Office Suite, Understands Governing Laws, Data Integrity of 8 systems to

IMPACT, Data Rules for 8 systems to IMPACT, Brainstorming, Document Analysis, Requirements

Workshops, Understands Policy Administration Systems (mainframes), Day 2 Strategies, QA Processing

Upon Request, Test Strategy, Test Planning, Risk Assessment as a SME. Other Systems knowledge

includes Vantage, DSS and PMACS. Has knowledge of Debt Collection Processes, Debt Validation and

how to negotiate Reimbursement Plans.

(2) Subject Matter/Business Technical Participation: Business Requirements Interpretation, Review

Business Requirements, Edit Business Requirements, Sign-Off on Business Requirements, Creating Test

Cases for QA, Participate in Weekend Dry-Runs, Participate in Weekend Final Implementation with Sign-

Off, Attend Project Meetings, Group Peer Review of Specification Documents, Key participant in Post

Implementation Clean-up, Participates as a SME Unit/Functional/User, Defect Research/Resolution.

(3) Subject Matter /Business Technical Soft Skills : Embraces Change, Takes Ownership, Avoids

Negative Thinking, Respects Others’ Opinions, Prioritizes, Team Player, Listens to Customer, Mentors

New Hires and Peers, Collaboration, Effective Communication, Phone Etiquette, Conflict Resolution,

Continuous Improvement, Critical Thinking, Handles Complexities, Manages/Organizes Detail, Award-

Winning Customer Service Skills, Stress Management Methodologies, Multi-Tasks, Innovative Thinker,

Strong Client Relationships, Takes Initiative, Strong Time Management, Excellent Writing Skills, and

Proven Customer Service.

MOST RECENT PROFESSIONAL WORK EXPERIENCE:

Lincoln Financial Group, Hartford, Connecticut (October 1, 1998 to July 27, 2012)

• Business Technical/Sr. Compensation Relationship Consultant (2010 to 2012)

• Senior Compensation Relationship Consultant (2002 to 2010)

• Team Leader/Senior Compensation Consultant (1998 to 2002)

FIVE KEY COST SAVING INITIATIVES THAT CONTRIBUTED TO LINCOLN’S

BOTTOM LINE IN ACTUAL DOLLARS AND GOODWILL:

• Positive Cost Savings: discovered a major calculation problem in the new commission

system that was causing undetected overpayments. Informed the supervisor, documented the

problem for the I-T dept.; a system enhancement was approved that resulted in the recovery of $1

million (approx.) of overpayments to brokers, firms, and broker dealers. Savings were company

was reimbursed one million dollars.

• Negative Cost Savings: discovered a problem in the new commission system that caused

several undetected underpayments on several policies. Notified the supervisor, documented the

problem and a system upgrade was implemented. Results were underpaid agents/firms

reimbursed difference owed.

• System Conversions and Consolidations: A lead SME: participated in eight (8) system

consolidation projects that involved moving data from eight separate systems into one new

commission system called Performance Plus. Responsibilities included reviewing vendor specs,

being available for testing, providing test samples, being available for weekends test cycles, and

final implementation. The conversion of all eight legacy systems over to Performance Plus went

seamless. Systems retired were PAIS, DSS1, DSS2, V34, V15, CAPS, Ad Hoc and M Group.

Results are eight systems no longer to be maintained. Man hours saved.

• Business Analysis Research: Problem: incorrectly coded policies automatically re-

directed onto a defect file, potentially not cycling for the weekly pay cycle. Solution:

Responsible to correct policies on defect file (called daily edit file) to assure policies do make

weekly pay cycle. Determining solutions is critical so agents get paid without unneeded delay.

Common errors resolved were commission fields’ not properly populated, incorrect hierarchies

selected by new business, or the commission schema did not include the product type or the rate

table was not updated for the product. Savings was “goodwill”, commissions made weekly cycle.

• Thinking Out-Of-The- Box Solutions: A major life earnings contributor (M Financial)

needed a commission pay process not supported to pay the firm’s overrides thru one account

onto one statement because the firm had four separate producer ids. Implemented a work around

so that one statement could reflect overrides from four different producer ids. Savings were that

no post implementation system enhancements required.

DAY-TO-DAY DUAL ROLE RESPONSIBILITIES AS BUSINESS TECHNICAL / SR.

COMPENSATION CONSULTANT:

• Managed day to day commission queries received from emails, phone calls or from the

automated work distribution queue (AWD). Researched basic to complex commission problems,

determined root causes and successfully resolved the issues. Had to handle multiple priorities,

assist in backlogs as needed, mediate difficult customer challenges, be accurate, and document

final outcome. Prior call center experience included.

• Served as a primary resource for supervisor, team members, sales dept., IT dept., and new

business dept. on complex commission questions or complex system related problems. Key

person on escalated issues.

• Recommended system enhancements to IT department as part of day to day

responsibilities when the commission system was the cause of a bad payment and not a human

error. Submitted proposals which included what the problem was and what needed to be

implemented to resolve the problem.

• Paymaster for monthly manual MGA bonus payments. Payroll responsibilities included:

process checks thru treasury; mail statements, input required manual adjustments to commission

system, balance manual credits against system debits, do accounting worksheet for

documentation required by corporate audit.

• Met or exceeded mandated turnaround times against standard dept. metrics for work

received, processed and resolved. Work includes AWD, emails, daily error/defect report,

supervisor’s escalated issues, phone calls and persons coming for direct assistance.

• Selected by supervisor as a subject matter expert for projects that had a commission

component. Project assignments needed to be coordinated with day to day production work so

time management was critical to being selected as a SME. Ably could handle both roles.

• Used knowledge/expertise of commission schedules, distribution channels, selling

agreements, schemas, and hierarchies to continuously validate system is calculating correctly.

• Understands the paper check, ACH, wire transfer, DTCC payment and debt collection

processes. Keeps current on new compensation technology, system upgrades, new products and

new workflows which results in more knowledgeable responses, less misinformation and less

delay to the customer.

• Responsible to provide one-on-one training for new hires and on-going training as needed

for current team members. Successful at bringing new hires up to speed on dept. processes.

Constantly sought out by team mates, other depts. and external customers on difficult

commission issues.

• Responsible for specific policy errors/defects that needed to be reviewed each day; with

next day follow through to confirm commission payment cycled. Expertise on new system

critical.

• Responsible to pass yearly web classes for anti-money laundering law, code of conduct,

SOX, sexual harassment, and conflict of interest. Incorporated knowledge from these classes into

daily job functions and relationships.

CUSTOMER SERVICE SKILLS, HABITS AND TRAITS THAT ARE TRANSFERABLE

TO YOUR ORGANIZATION:

• One & Done Approach: Strives to resolve customer’s problem on the first request, so

same customer does not need a second request on the same problem.

• Prioritizes & Documents: Managed a high volume of conflicting interests for most

critical (emails, phone calls, escalated problems, and people). Act on what is most urgent.

Document problems and input resolution into our Automated Work Distribution system (AWD).

It is critical that AWD be accurate so that management can determine if service level metrics are

being adhered.

• Takes Ownership: Once assigned a problem, takes ownership and follows thru until

problem is resolved. Ownership trait enabled several system generated bad payments to be

discovered and corrected.

• Coaches/Mentors: As a subject matter expert (SME) on commissions and commission

systems often requested to train new employees as well as assist team members on complex

system issues or complex commission queries.

• Excellent Mediator: Handled difficult customer service challenges. Sensitive to the

situation at hand, keeps an open mind to suggestions by the customer.

• Keeps Current on Technology: Includes new procedures, system enhancements,

products and workflows. Keeping current results in more knowledgeable responses to customers,

with less misinformation and less delay.

• Multi Tasks Operations and Project Assignments: Involved in migrating 8 legacy

commission systems while still managing daily work load. Reviewed vendor proposed system

specifications for accuracy, edited, re-reviewed and approved final specifications. Frequently

recommended for high visibility projects.

• Accuracy: Responsible for maintaining accurate and organized documentation on all

checks, wires, EFT and other manual cash transactions processed.

• Results Oriented: Responsible for documenting 4 system issues discovered. This is

critical in ensuring accurate payments; major cost savings to company.

• Passion that led to Recognition: Awarded department’s 2008 PACT Spirit Award for

outstanding customer service.

• Collaborates: Discovered a training gap for another dept. involving FINRA products

incorrectly paying wrong payee. Proposed solution for training gap thru corporate program

called Better Ideas. Solution was approved: to enhance commission system by preventing and/or

eliminating human error.

• Relentless: Corrected thousands of records for wire house cases that had incorrect

servicing agent on record. Entailed working multiple weekends to complete assignment.

Resulted in nomination for a 2nd PACT Spirit Award.

• Multi-functional: Selected by Commission Director to be the point of contact for a high

end sales organization. Only person in dept. to handle four primary job responsibilities as one

role. The 4 functions were: commission queries, building hierarchies (contracts), reviewing

selling agreements and licensing appointments.

• Plugs Human Resource Gaps: Learned internal replacement calculations when expert

was out on disability. Learned abandon property check process to help on backlog and learned

DTCC out of cycle wire process when expert out of the office due to sickness.

• Preparedness: Before August 2011 hurricane hit northeast took initiative in case

Hartford location closed. Ensured all monthly bonus payments processed, checks mailed and

provided supporting documentation to our Ft Wayne HO; bonus recipients did not miss their

monthly bonus payments.

• Team Player: Recognized across the organization as an individual most sought after to

participate on projects or assignments; willingly shares knowledge, accepts others ideas and is an

enthusiastic participant in brain storming sessions. Makes conscious effort to ensure entire team

is credited with success so that all members are recognized as contributors. Ready to help a team

mate if training is needed, assume additional workload, or stop and answer a question.

HIGHEST DEGREE ACHIEVED

Bachelor of Science, Business Administration, Central Connecticut State University, New

Britain, Connecticut

LIFE INSURANCE DESIGNATIONS ACHIEVED

Fellow Life Management Institute (FLMI), Life Office Management Association (LOMA)

Associate Customer Service (ACS), Life Office Management Association (LOMA)

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