Customer Service Administrative Assistant

Marolyn Felder **** Fairway Trail ? Austell, Georgia 30168

770-***-**** (h) ? *************@***.***

Administrative Support Office Manager Executive Assistant

Insurance ? Financial Services ? Brokerage ? Banking

Performance-driven and resourceful professional offering 15+ years of

success providing thorough and skillful administrative support to senior

executives, directors, financial advisors, and managers. Posses clear

understanding of insurance, financial, and securities guidelines with

ability to evaluate, analyze, and communicate data to customers. Expertly

assess purpose and value of business development functions, selling

strategies, and superior customer service. Offer solid time management

skills; A quick learner; confidently perform multiple tasks in deadline-

driven environments.

Core Strengths

Research & Problem Resolution ? Relationship Building ? Regulatory

Compliance ? Internal Controls

Preparing Executive Correspondence ? Marketing & Communications ? Aiding

with Sales/Product Promotions

Confidential Materials ? Securities Transfers ? Generating

Reports/Spreadsheets ? Proofreading/Editing

Microsoft Word, Excel, & PowerPoint ? Handling Escalations ? Quality

Customer Service

Professional Overview

Field Administrative Assistant 2001-2013

John Hancock Funds, LLC Atlanta, GA

Provided superior-level administrative and logistical support to Southern

Region Manager and 12 direct support Business Development Consultants.

Prepared and tracked executive reports, including expense and sales

reports. Managed heavy correspondence and scheduling of meetings and

conferences. Accountable for all administrative and clerical functions,

including telephone screening, forms processing, faxing, photocopying,

filing, and disseminating mail. Trained incoming administrative support

staff.

o Championed multi-tasking of various projects and lines of business.

Maintained consistent flow of progress and provided regular updates to

management.

o Stayed current with, and adapted to, ongoing changes to company

policies and procedures and federal regulations and mastered

proficiency to convey pertinent information quickly and concisely.

o Coordinated and maintained critical daily schedules and carried out

scheduling of meetings, conferences, and seminars, including

preparation and/or organization of presentations and materials.

o Served as liaison and cultivated relationships between Manager, direct

supports, and all departments.

o Maintained digital and physical record management systems and

processed departmental records such as complaints and correspondence.

Sales Assistant 1999-2001

Prudential Securities Atlanta, GA

Assisted 3 financial advisors with administrative and sales support.

Facilitated customer service spanning opening accounts, servicing clients,

administering trades, and organizing portfolios. Maintained confidential

client records. Handled daily customer contact and addressed inquiries.

o Quickly learned and navigated PSI systems and many company-specific

programs which allowed advisors to focus on business development

activities.

Continued...

Marolyn Felder Page 2

Professional Overview (Continued) 770-***-**** (h) ? *************@***.***

Sales Assistant Prudential Securities (continued)

o Verified accuracy of all trades to ensure regulatory compliance,

transferred securities, and disbursed funds.

o Drove company awareness and profits by managing marketing publications

and direct mail materials. Created mail merge documents and

correspondence to prospective and current customers.

o Timely resolved complex customer issues in collaboration with New York

headquarters.

o Promoted to permanent position after 6-month temporary placement

through Adecco staffing agency by demonstrating superior analytical

and ambitious talents.

Administrative Assistant to Quality Control Manager 1999

Advocate Bethany Hospital (through Kelly Services) Chicago, IL

Supported Quality Control Manager with managing customer satisfaction

survey process. Assembled materials for reporting, compiled statistical

data. Maintained appointment calendar and scheduled and coordinated

meetings for internal and external groups. Ordered and maintained supplies

inventory.

o Controlled and updated department policy and procedure manuals and

other confidential materials.

o Ensured prompt payment of accounts by completing accounts payable

requests and purchase orders.

Consumer Complaint Analyst 1998-1999

AT&T, Law & Government Affairs (through Olsten Staffing) Chicago, IL

Managed customer complaints filed by Florida Public Service Commission.

Worked with various AT&T departments to research and resolve complaints.

Drafted and prepared response letters to Commission outlining AT&T

findings. Maintained electronic and file copies of incoming and outgoing

complaints.

o Timely analyzed and resolved customer issues and complaints and

successfully recovered dissatisfied customers.

Additional Previous & Military Experience

Administrative Assistant to 10 Vice Presidents, Citibank

Administrative Assistant to President, R.W. Ross & Associates

Program Assistant to Director of Professional Practice Dept., National

Society of Professional Engineers

Production Technician, Alcon Surgical Company

Assistant Training Coordinator and Food Service Supervisor, United States

Army, Fort Hood, Fort Campbell, and Korea

Education

Bachelor of Arts in Mass Media Communications

Wilberforce University, Wilberforce, OH

Computer Systems Specialist Diploma

Robert Morris College, Chicago, IL

Securities & Insurance Licenses

Financial Industry Regulatory Authority (FINRA) Series 7 and Series 63

License

Life, Accident, and Sickness License

Contact this candidate