Customer Service Representative

Kathleen Manoussakis

****-* *** ***** ******

Kettering, OH 45429

Phone: 937-***-**** (Home)

Phone: 937-***-**** (Cell)

Email address: ****@***.**.***

Linked In address: http://www.linkedin.com/in/kathleenmanoussakis

CUSTOMER SERVICE REPRESENTIVE/ACCOUNT MANAGER PROFESSIONAL

. Managed web store interface with large customer.

. Processed and managed all purchase orders via Citrix Four51 system

with strict time demands and made sure they were processed

accurately and on time.

. Worked directly with all customers in the Cincinnati and Northern

Kentucky region via telephone and email correspondence.

. Problem solving on a daily basis as well as Administrative Support.

Testimonials

"It is an honor and pleasure to recommend Kathi Manoussakis for a position

with your organization. During her tenure with United Graphics, she has

proven herself as a responsible, reliable, and professional CSR/Account

Manager. She managed a large customer's web store interface and worked

directly with all customers in the Cincinnati and Northern Kentucky region

via telephone and email correspondence. It is only due to a consolidation

of our company's resources that it was necessary to reduce her position".

Larry McIntosh, Director of Sales, United Graphics Printing Group

"It is my pleasure to recommend Kathi Manoussakis for a position at your

organization. I worked with Kathi both as a Partner of the firm and Manager

of the Retirement Plan Administration Department. Her responsibilities

included retirement plan reporting, testing and various projects that were

assigned to her. She worked closely with our clients and the participants

of the plans. She was dependable and dedicated to her position at Pohlman

and Talmage CPAs, Inc. and would be an extremely positive asset to your

organization." - Victoria Prenger, Partner and Manager of Retirement Plan

Administration Dept., Pohlman and Talmage CPAs, Inc.

Professional Experience

United Graphics of Cincinnati

Cincinnati, OH

Worked for Director of Sales as his customer service representative/account

manager processing all print orders and all that entails for a client base

of 86 customers.

Customer Service Representative/Account Manager

12/2012 through 06/2014

Responsibilities and accomplishments include:

. Managed web store interface with Rumpke Waste & Recycling, placing orders

for approximately 75 items and making sure they were delivered on time

and accurately.

. Processed and managed all purchase orders via Citrix Four51 Presentation

System on strict time demands assuring that printed items were completed

correctly.

. Prepared business card templates and emails for 13 customers, as well as

following up to make sure proofs were prepared and approved by customers

prior to final printing.

. Worked directly with all customers in the Cincinnati and Northern

Kentucky region via telephone and email correspondence..

. Problem solving on a daily basis.

. Administrative Support for Director of Sales.

Nationwide Insurance Company

Cincinnati (Blue Ash), OH

Analyze client retirement plan administration emails for this national

insurance company that provides retirement plan administration, life

insurance, auto insurance, homeowners insurance and health insurance.

Plan Administrator

05/2012 through 09/2012

Responsibilities and accomplishments include:

. Received and answered retirement plan emails for over 200 clients.

. Assisted in call center during peak hours.

. Answered questions about periodic valuations, compliance testing, and

participant benefit statements.

. Worked with auditors who were analyzing large plan 5500s and provided

documentation when necessary.

. Managed correspondence and effectively resolved questions and concerns to

ensure compliance with IRS and SEC regulations.

Pohlman & Talmage, CPAs, Inc.

Dayton, OH

Managed and analyzed client retirement plan administration for this public

accounting firm founded in 1992 that provides accounting, tax, payroll and

plan administration.

Senior Allocator

11/1997 - 08/2010

Responsibilities and accomplishments included:

. Administered and managed periodic valuations, compliance testing,

participant benefit statements, and determined benefit amounts and

prepared participant loan documents and developed amortization and

repayment schedules.

. Reviewed, analyzed and reconciled fiscal year-end payroll, dates of hire

and termination to identify eligibility and vesting for retirement

including; 401(k) and profit sharing plans to accurately complete Form

5500 and schedules.

. Prepared and processed Retirement Plan Tax Form 5500 and supporting

schedules and forms, to support clients and ensure compliance with IRS.

. Conducted and managed non-discrimination testing including; ADP and Top

Heavy to ensure plan requirements upheld.

. Analyzed and audited documents to accurately process employee 401(k) and

profit sharing retirement plans and ensured compliance with IRS and SEC

regulations.

. Managed and submitted semi-monthly, quarterly and annual earnings report

and processed more than 100 year-end pension and profit sharing plan

allocations within strict time demands.

. Managed and processed semi-monthly, quarterly and annual participation

reporting to support client financial statements and IRS regulations.

. Managed correspondence and effectively resolved questions and concerns to

ensure compliance with IRS and SEC regulations.

. Administered, processed and reported pension plan allocation schedules

utilizing Excel for more than 100 clients and ensured accurately

completed within strict time demands.

. Directed, trained and mentored new hires with retirement plan

administration processes and procedures to ensure accuracy and

compliance.

. Analyzed and audited distribution documentation prior to final submission

to ensure accuracy and customer satisfaction.

. Selected team member with creating and implementing Smith Barney client

online filing system from paper statements that increased accuracy,

proficiency and job performance by more than 50%.

. Managed and implemented Relius software upgrades to increase proficiency

and administer reporting accurately.

Zellerbach, A Mead Company

Miamisburg, OH

Transferred from Mead Corporation Headquarters to this newly acquired paper

distribution company in 1989 to increase proficiencies, streamline

processes and provide Human Resources and payroll administration support

for more than 4,000 employees nationally.

Senior Human Resources & Payroll Administrator

08/1976 - 05/1997

Responsibilities and accomplishments included:

. Managed and processed weekly, bi-weekly, semi-monthly union and non-

union, multi-state payroll including; exempt and non-exempt for more than

4000 employees accurately and ensured compliance with state and federal

laws in strict time demands.

. Researched, analyzed, reconciled payroll discrepancies including; direct

deposit and reported governmental state and federal tax deductions within

strict time demands.

. Administered and processed monthly commission, bonus and manual checks

and ensured appropriate tax deduction accurately recorded.

. Administered and processed W-2 and 1099 forms and reported employee

payroll income and withholding taxes in compliance with IRS and state and

federal laws.

. Managed and processed payroll deductions including; quarterly 401(k) and

benefit contribution adjustments to ensure appropriate deductions

recorded.

. Managed multiple bank accounts and ensured appropriate funds wired

transferred for payroll processing.

. Administered and processed inter-company transfers, promotions,

terminations, sick-time, vacation and leave of absence to ensure accuracy

and compliance with state and federal laws.

. Reconciled and processed employee wage garnishments and transferred

appropriate funds into account and ensured compliance court order debt

and state laws.

. Developed and streamlined policies and procedures with management that

identified training gaps and provided appropriate training tools to

improve accuracy and performance.

. Identified training gaps and co-created formal and informal training

curriculum to effectively train more than 40 Payroll Administrators with

payroll procedures and processes including; compliance with state and

federal regulations that increased accuracy rate from 89% to 98%.

. Lead team member with analyzing payroll processes and procedures and

identified and implemented best practices that effectively centralized

and integrated payroll systems.

. Created and implemented payroll processes and procedures manual to

effectively train Payroll Administrators.

Education

Miami Jacobs Business College

Dayton, OH

Associates in Business Degree

Skills & Certifications

PC Proficient: Microsoft Windows, Word, Excel, Outlook, Lotus Notes, Lotus

123 and various databases including; Citrix Four51, Relius Plan

Administration, Corbel plan documents and FT Williams 5500.

American Society of Pension Professionals and Actuaries - Certified &

Associate Member

American Payroll Association - Member

Personal Interests

Mighty Fortress Lutheran Church Council - President - 2010 - 2012

Mighty Fortress Lutheran Church Council - Vice-President - 2008 - 2010

Mighty Fortress Lutheran Church - Sunday School Teacher & Vacation Bible

School Crew Leader & Teacher

Mighty Fortress Lutheran Church - Choir Member

American Cancer Society - Volunteer

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