Customer Service Sales
Resume:
Patricia Fucci
Wallington, NJ *****
acd2tj@r.postjobfree.com
SUMMARY
I have 24 years of experience, as a Senior Service Associate, as a Sales Support Specialist, Operations
Support Specialist and CSR focusing on assisting, clients customers, participants agents, brokers, internal
sales desk and third party administrators.
My top skills are strong communication and customer service, problem solving, researching and relationship
building. I have a strong ability to swiftly absorb new procedures. I am a dedicated team player with a positive
can do attitude. I have the ability to work alone or as a team with little to no supervision and I enjoy challenging
projects.
PROFESSIONAL EXPERIENCE
American Info Systems - AIS
Part-Time as needed - Command Center Administrator (December 2013 – Present)
Manage command center for workstation and computer relocation.
• Track progress of PC, monitor, pinter & phone connections to assure project is being completed accurately
and on schedule and report back to management.
• Responsible for writing up, assigning and tracking trouble tickets.
• Responsible for reporting timesheets, data entry and maintaining spreadsheets.
• Main point of contact for all users for post move day 1 support of rollout to assure a smooth transition to
their new location.
AXA Equitable 2002-2013
Senior Associate - Vendor Management (2005 – May 2013)
Liaison between Boston Financial and AXA Advisors and Vendors
• Main point of contact for agents, clients and escalated issues, research, escalate and follow up on
complaint calls for resolution and monitored CSR calls and procedures, reviewed documents and invoices
for errors.
• Reviewed adjustment for accuracy, provide source documents, reports, forms, etc. requested from the
outside vendor to assure a smooth transition of our internal customer service department to our outside
vendor and assisted with fees, billing and invoicing and monitored plan terminations and de-conversions.
• Implemented a process to attach documents to the AWD to eliminate duplicate requests. Also suggested a
general mailbox to receive requests so that research & efforts were not duplicated by me and my
colleagues.
• Researched abandoned plans to locate the absent owner before submitting to the Department Of Labor.
• Suggested locating the trustee distribution forms and contacting them at the last known address or phone
number. This resulted in fewer plans that had to be sent to the DOL and the remaining participants
accounts were liquidated promptly.
• Calculated asset charge on a monthly basis and notify clients & agents of any increase or decreases.
• Reduced the asset charge review processing time by saving previous documents to be used the following
year which cut down the review time by approximately 7 hours
• Reviewed incoming new business applications for completion & accuracy before submitting the request to
our installation department.
• Proposed reducing paper waste for the new business review process by scanning documents or attaching
web based items to AWD. This also reduced the number of faxing errors such as missing pages and saved
time.
• Worked with compliance from start to completion of the section 308 of the NY insurance law death claim
project.
• Suggested having a designated person to process distributions and be our point of contact for the NY 308
project to eliminate any delay in the distribution to the beneficiary considering we had a deadline to meet.
This played a large part of finishing the project 2 weeks ahead of schedule.
AXA Equitable
Operations Support Specialist (2002 – 2005)
Provide 401(k) account information to participants, Plan Sponsors, Agents and third Party
Administrators.
• Liaison between processing units and plan sponsors to ensure accurate processing of all adjustments,
qualified domestic relations orders as well as plan and contract terminations.
• Received a spot bonus within my first year of employment for providing excellent customer service to our
clients and assisting with new employee training.
• Assisted participants, plan sponsors and agents in accessing account information, fund transfers allocation
changes via the Internet and automated response systems and corrective processing.
• Compiled a list of internal phone numbers which resulted in less miss directed calls and helped the
customer resolve their issue in a timely manner.
• Assisted in training our outside vendor to assure a smooth transition of our customer service department
to Boston Financial.
AETNA U.S. HEALTHCARE
Sales Support Specialist (2000-2002)
Assisted 60 inside Sales Representatives with the quote process for new and established accounts.
• Processed medical quotes as well as Dental and Life quotes for both large and small groups.
• Tracked incoming and outgoing quote requests for Manager Reports.
• Streamlined data entry process for new business prospects, which reduced input errors on Employee
Census and turnaround time.
AETNA U.S. HEALTHCARE
Conversion Support Specialist (1998-2000)
Coordinated conversions of NYL Care groups to Aetna U.S. Healthcare with Account Managers.
• Processed conversion paperwork for companies.
• Pulled group generic rates requested by outside Brokers.
• Updated Aetna U.S. Healthcare Broker database.
• Researched and tracked group renewals/conversion paperwork for groups converting from NYL Care to
Aetna U.S. Healthcare, resulting in a smooth transition.
NYL CARE (1996 – 1998)
Group Service Representative
• Handled and corrected complaints from Brokers and Benefits offices.
• Researched and resolved enrollment issues.
• Tracked claims issues and adjusted payments.
• Processed fulfillment requests for individual health plans.
TECHNICAL SKILLS
Microsoft Word, Microsoft Excel, Windows, Lotus Notes, Outlook, AWD, DST Trac Recordkeeping System,
DST Smart Desk System, CITRIX, Omni Plan Recordkeeping System, Cisco Phone
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