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Customer Service Sales

Roseland, NJ
April 29, 2014

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Licenses: Life, Health & Variable (All States), Series 6 & Series 63


Connections Support / Benefits Specialist

October 2013 - Present


Monitoring the exchange of information between the HRB and customers and

their third party vendors for benefits (e.g., payroll processors, insurance

carriers, Third Party Administrators, etc.) via EDI (Electronic Data

Interchange) sending files either FTP or SFTP.

- Data Export Management Monitor the status of connections that have been

moved to a production status. Investigate and resolve issues/bugs with

existing code.

- Connection Support Serve as technical resource for Account Managers and

Customer Service Representatives with questions regarding active


- Point of Contact with Third Party Vendors Maintain primary contact

information for each third party vendor with whom we have a connection.

Work with these contacts to track new release dates for their systems,

obtain updated file specifications, and identify the impact of any changes

on existing connections.

- Make modifications to existing connection code as requested by client.

Test connections to ensure accuracy of transmission of data, and other

responsibilities as required

- Experience working with SQL in a software and/or service company


Internal Wholesaler / Sales Support

April 2009 - June 2013

New York Life

Provide agent support for various product and incentive programs throughout

the year to New York Life agents. Constantly reach out to client to review

sales concepts, new product rollouts, and assist in achieving agency

incentive programs; working with both agents and clients since working with

the agency team we continue to see record growth and success with each

calling campaign. Obtained 100% of incentive offered every quarter for the

past 2 years, since inception.

Develop marketing and sales tools for rollout of new fixed deferred annuity

program for direct marketing to AARP members. Roles include marketing,

sales, follow up and transfer of assets to New York Life's new fixed

deferred annuity. Comply with all legal, compliance and metrics exceeding

company standards. Communicate systems enhancements to the development team

to provide user friendly and accurate data to end users.

Small Business Retirement Plan Specialist / Quality Team

April 2007 - April 2009

T. Rowe Price

Support T. Rowe Price small business retirement plans in a single point of

contact role for plan administrators and participants consisting of: SEP

IRAs, SIMPLE IRAs, 403Bs, Qualified plans, Profit Sharing Plans, Money

Purchase Pension Plans, Individual 401(k)s, Century 401ks, and the Variable

Annuity products offered by Security Benefit Life through T Rowe Price.

Responsible for servicing small business retirement plans via telephone,

written communication, and occasional face-to-face visits. Discuss the

provisions of each of these plan types, and assist the customer in choosing

the proper plan, provide assistance with annual plan activities, as well as

assist small business owners during tax filing deadlines. Review of tax

documents with participants and plan administrators. Provide support to

other internal departments, such as Retail Individual Services, by

processing minimum required distributions for all shareholders; also assist

in the review of RFP's and QDRO's. Performed quality analysis using NICE

for inbound and outbound calls, provided feedback to team members to

improve quality call scores.

Financial Specialist

November 2005 - December 2006

Wachovia Bank, N.A. / Wachovia Securities

Prospect and identify qualified leads for existing clients and new

prospects. Strengthen and develop new business with existing clients.

Provide financial consulting to existing clients, assess long term needs.

Provide quality customer service. Direct selling experience retail and

B2B. Profiling clients to ensure they had the best products and services

available for all of their banking needs including, personal & business

checking accts, high performance money markets, equity lines, equity loans,


Financial Consultant

September 2004 - November 2005

MassMutual, Levin Financial Group

Financial Advisor - Sales of financial services including Health, Life,

disability insurance products, and investment products, including mutual

funds, annuities and college savings plans. On FASTSTART program and ahead

of goals to reach my initial Leaders Club award. Work on a self-determined

and self funded sales and marketing budget.

Systems Engineer II - Systems Analyst and Programming

Configuration Management Mainframe - August 1998 - November 2003.

Verizon Data Services

Member of the Configuration Management group of the Customer Billing


Participated in the certification SEI/CMM Level 2 process to certify the

Software Development Billing System. Complying with all key process areas

for Level 2.

Responsible for code maintenance and distribution, upgrades and code cuts,

compiled software in a web environment utilizing Java and .Net. Performed

as System Lead for NOCV and EOI Systems and 11 of its sub-applications by

being the lead point of contact for all issues concerning these systems and

its sub-applications.

Performed as Shift Lead in which responsibilities include managing work

distribution and scheduling for ten employees. Conducted shift turnover

meetings, wrote status reports and acted as liaison to Tools Team (creates

in-house configuration management tools). Responsible for Control Desk,

handled incoming requests from multiple projects including technical

problem resolution. Determine Reduce Packaging and Distribution defects on

IT Programs, projects, and systems ensuring deliverables are delivered in

timely fashion and with 100% accuracy.

Document and standardize configuration management processes to achieve the

value associated with consistent processes and Continuous Process


Conduct Configuration Management Internal Audits and Configuration

Management Mainframe Assessments ensuring processes/procedures are

followed, kept up to date and appropriate documentation is recorded in

order to meet merger initiatives (single code cut, flash cut upgrade).

Facilitate cross training with fellow co-workers. Assist in training

employees in current applications and learn new systems associated with

conflict resolution.

Create and modify backups and the matrix that identifies all backups and

when they run as well as, maintaining all other jobs associated with


Support in the delivery of all distributions (especially those associated

with billing enablers for business growth and billing systems

rationalization and renewal) with less than 1% error rate.

Education B.A. / Edinboro University of Pennsylvania /Geography /

Minors: Computer Science, Geology

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