Customer Service Representative

Monikee Nash

908-***-**** • ***********@*****.***

Experienced Financial Professional w/Customer Service Focus

Financial professional with a bachelor’s degree in finance and considerable financial experience. Provide exceptional

transactional control and administrative support with cross training in customer service. Consummate team player with

superb communication skill and demonstrated ability to drive customer satisfaction.

Key Skills and Abilities

•

• Accounting & Reporting • Benefits Administration • Hyland OnBase

• Exceptional Customer • Interact Merlin

• Project Management

Service • PSC / INO2 / INST/ 401K /

• Document Management

• Retail Banking & Cash PNP

• Reconciliation & Auditing

Handling • Web Retriever

• Process Improvements

• Financial Analysis & • MS Office

• 10 Key Data Entry

Management (Excel/Access/Word)

Professional Experience

Great West Financial, Somerset, NJ Accounting Administrator

2012 Present

Ensure the accuracy and integrity of employer related benefits and retirement accounts managed for third party

institutions. Proactively identify and act upon customer needs to ensure best in class customer service. Duties include:

• Process benefit/loan/withdrawal requests, account adjustments and suspensions for MetLife, JPMorgan and

Common Wealth of Massachusetts customers

• Prioritize and complete customer requests based on corporate, IRS, SEC and Labor Dept. rules and regulations

• Verify the existence and basis of refunds to ensure that valid refunds are credited to companies and/or

participants

• Research and process rollover and exchange requests for retirement accounts; notify plans if forms are not

complete

• Research and resolve discrepancies; contact plans for additional help as needed

• Create and oversee automated processes for merging with cash and handling PLNK payroll

• Cover for absent colleagues as needed; rain new hires on proper procedures and best practices

Bank of America, Somerset, NJ Professional Teller

2010 2012

Greet customers, answer inquiries and process customer transactions on all types of customer accounts as directed.

Promote, refer and sell bank products and services. Balance cash drawer and daily transactions while maintaining

appropriate balancing ratios. Courteously and promptly handle customer inquiries. Duties included:

• Cross sell banking services, resulting in deeper customer loyalty and increased revenues

• Securely collect and process nightly depository bags; balance and restock ATM; process currency shipments

• Balance daily settlements, wire transactions, teller drawers, vault and cash board; run branch capture

procedures

• Assist customers and issue spot decisions regarding fraud, disputes and customer satisfaction issues

• Periodically review and test bank security procedures and systems

• Selected to operate a one person remote branch on the basis of superior performance and integrity

British Airways, Newark, NJ Customer Service Representative 2008

–2009

Provided exceptional customer service, travel assistance and administrative support in busy international airport.

Communicated directly with customers to anticipate research and resolve needs and problems. Duties included:

• Promoted and sold upgrades and other revenue enhancements to passengers

• Verified and validated passenger documentation and reviewed passenger security concerns to ensure

compliance

• Organized departure documents and queues to facilitate efficient boarding

• Greeted arriving flights to assist arriving passengers in making connections and/or collecting luggage

• Recognized by supervisors for excellent service levels, satisfaction metrics and sales performance

Education

Bachelor of Science in Finance, Kean University, Union, NJ

2011

Associate of Science in Liberal Studies Union County College, Cranford, NJ

2009

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