Customer Service Representative
Resume:
LORRAINE RENEE LONG
P.O. Box **
Wyncote, PA ****5
*********@*******.***
PROFILE: Highly motivated professional with experience in financial
services and education industries in the areas of refunds & chargebacks,
annuities, bookkeeping procedures and providing support to Executives,
Board members, management and customers. Possess outstanding internal and
external customer service skills, strong computer skills (Word, Excel,
PowerPoint, Outlook & Social Media) along with extensive experience in
various facets of accounting. Leader and team player, with strong
interpersonal, multi-tasking and problem solving skills.
EXPERIENCE:
STAR OF HOPE BAPTIST CHURCH, Philadelphia, PA
Treasurer/ Volunteer 2012-present
. Manage incoming funds and bank deposits for entire organization.
. Maintain accurate bookkeeping records documenting and processing AP &
AR.
. Collect and review receipts and records for expense reporting and
produce such for gifts/ donations.
. Withdraw funds as needed for organization payments.
DELAWARE VALLEY CHARTER, Philadelphia, PA 2008
-2012
Bookkeeper/ Executive Assistant/HR Director (Reported directly to CEO)
. Processed accounts receivable and accounts payable; Set up invoices
and processed check requests.
. Analyzed accounts and produced monthly reports and assisted in monthly
closing of books.
. Handled sensitive documents such as student records, employee files,
and vendor files.
. Greeted visitors and acted as a liaison between staff, Executives and
student body.
. Managed making appointments & travel arrangements and registered CEO
for conferences/workshops.
. Established and maintained filing system for employee and customer
(student) files.
. Scheduled interviews and processed employment applications (accepted
or denied).
. Processed and created written correspondence.
. Prepared agendas and hand-outs for Professional Development and Staff
Meetings.
. Handled general office duties such as answering phones, sorting mail
and ordering supplies.
. Administered health and welfare plans, defined contribution plans and
defined benefits plan for staff.
. Handled benefit inquires and complaints and worked with providers to
resolve issues.
. Facilitated new hire orientation. Ensured benefit enrollment forms
were completed and entered.
. Maintained HR system and updated records. Maintained confidentiality
of information.
. Complied with federal and state regulations regarding nutritional
standards, reports and records.
Board Secretary (held in conjunction with above position)
2008 - 2012
. Held accountable to the Board of Trustees ensuring accurate and
sufficient documentation of Board meeting minutes to comply with legal
standards as well as managed correspondence.
. Recorded / distributed Board meeting minutes. Signed final copy and
filed with corporate records.
. Maintained membership records. Updated and made information and
bylaws available upon request
PRUDENTIAL FINANCIAL, Dresher, PA 2000 -
2008
Annuity Associate / Cross Functional Support
. Processed client annuity transactions and changes to existing annuity
accounts while building and maintaining strong relationships with
clients, brokers and financial planners.
. Assisted customers with issuing annuity checks, establishing maturity
dates, initiating death claims and setting up automated bank
withdrawals.
. Received Annuity Incentive Award for meeting and exceeding core
incentives
. Remained abreast of changes in guidelines and procedures, and
communicated appropriate and accurate information to clients, brokers
and other involved constituents
. Adhered to company goal of ensuring integrity in the annuity process
by personally monitoring client's annuity contracts from origination
through funding
. Recognized as one of the top processors with perfect monthly stats in
the Annuity Disbursement area, consistently exceeding production and
quality
. Received Certificate of Appreciation for contributions to Prudential's
Eastern Office Diversity Committee
. Developed procedures for the Cross Functional Support staff
. Served as liaison between the Annuity Call Center and the Disbursement
area
. Trained incoming employees on work procedures within the disbursement
department
. Assisted the Annuity Call Center during tax season. Handled Agent
calls referring to questions dealing with annuity products, services
and rates
HAYT, HAYT, and LANDAU, Philadelphia, PA
2000
Collector
. Made outbound collection calls to major clients such as Household
Finance and Ford Motor Company.
. Contacted clients to negotiate payment for delinquent bills. Met
weekly objective of collecting a minimum of $5,000.
PA CREDIT UNION LEAGUE (Now, PA Credit Union Association), Harrisburg, PA
1991 - 2000
Chargeback Representative
. Retrieved funds for clients charged falsely for merchandise purchases
as well as retrieved funds for defective services and merchandise.
. Served as one of 3 chargeback department associates to handle entire
chargeback department workload.
. Handled Visa credit card refunds primarily incurred under fraudulent
activity.
EDUCATION:
M.B.A., Business Administration Management, Capella University,
Minneapolis, MN
B.S. Business Administration Management, Delaware Valley College,
Doylestown, PA
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