Customer Service Manager

Jeffrey L. Shick

**** ******* **** ******

Kannapolis, NC 28083

980-***-**** ***********@*****.***

Summary

Over eight years experience in customer service functions in the financial

services industry with special skills in interpersonal communication,

researching and delegating. An accurate, dependable, and hardworking team

player, who achieves consistent results, learns and applies new methods and

procedures quickly with little or no supervision, and solves problems

leading to high productivity.

PROFESSIONAL EXPERIENCE

Optum/United Health care - concord, nc

2014

customer service call center

. Taking calls from members of Medicare health plans answering a wide

variety of topics

. Transfer of callers to appropriate area to get answers to their

questions

. Provide professional customer service with a smile that customers can

hear

Nebraska book co - Lincoln, NE

2008 -2013

GENERAL manager at Spcc monroe and polkton

. Manager at 2 locations over seeing a staff of 6 full time with

temporary staff of 6 additional employees

store manager at pfeiffer university

. managed 6 person staff

. A/P -received bills from book company's and processed to have them

paid in a timely manner

Once processed and sent to HQ, then reconciled them in BPC to make

sure they were accurately done at month end. Called company to get

credits for books returned, processed credits in Prism and verified in

BPC.

A/R -Billed the school for our A/R that was due to us from the

student's financial aid. Also billed private insurance companies,

government agencies, local school districts and others that would

purchase books on credit from us. Performed follow up calls after

bills were sent out to see when payment would be made. Had to design

special invoices in excel for the government agencies. Worked with

school departments to prevent fraudulent charges to any accounts.

. Handled all cash transactions, banking, counting the safe and

maintaining buy back transactions.

. Worked with ADP payroll, keep track of employee's time, PTO days, sick

time etc. Also worked with tax filing for employees' paychecks,

deductions, insurance, and other payroll related items.

ALLSTATE INSURANCE - Charlotte, NC

2006 -2008

Senior Customer Service Rep

. Licensed in 31 states

. Picked to represent Charlotte CIC at Illinois headquarters at

transition meeting

. Help desk pilot -manager appointed position

Wachovia - Charlotte, NC

1998 - 2006

The fourth largest national bank holding company.

Operations Specialist 3 - Shareholder Services, (2003 - 2006)

Processed customer shares, account information, share transfers, executive

stock options, and duplicated and corrected 1099 forms.

. Served as team leader during SouthTrust merger. Trained new hires

during that time as well.

. Received several STAR Awards for customer service and performance.

Jeffrey L. Shick

page two

. Received several Shared Success Awards for assisting team members in

projects.

Compensation Specialist - Executive Compensation Department, (1998 - 2003)

Performed stock transactions and purchases. Explained 1099 amounts and

researched issues. Assisted customers with ISO, NQ, and RSA awards.

Mellon Bank - Pittsburgh, PA

1996 - 1998

Fiduciary Tax Accountant - Private Asset Management Division, (1997 - 1998)

Prepared 990's, 990-Ts, 1120-NDs, 1041s, 1099s, 2220s, and estimates for

institutional/fiduciary taxes. Calculated tax for performance analysis.

Researched, prepared, and reviewed use of CCH forms, Tax Express, Estate

Tax, Excel, Internet, and Tax research software.

Master Trust Accountant - Employee Benefits, (1996 - 1997)

Interfaced between clients and Client Service Officers. Verified all

account activity, including corporate actions and pricing issues.

Monitored monthly contributions/disbursements to employee benefit plans and

calculated accrued income and realized/unrealized gain/loss of securities

held in client portfolios. Audited client accounting statements. Produced

and performed the daily and monthly portfolio valuations and asset

reconciliation. Identified, researched, and resolved incorrect information

reported from accounting systems.

. Trained accountants on valuation procedures and created financial

statements.

Schwen Camper Sales, Inc. - Shippenville, PA 1987 -

1993 & 1994 - 1996

Recreational vehicle manufacturer.

General Manager, (1994 - 1996)

Supervised 4-6 employees, ordered and maintained inventory, scheduled work

repairs, and performed accounting duties.

. Notary Public.

Sales Manager, (1987 - 1993)

EDUCATION

Clarion University of Pennsylvania - Clarion, PA

Bachelor of Science Degree in Business Administration

ADDITIONAL TRAINING

Legal Documents and Processing Training, IRS Forms

Computer Systems - Sunstar, Emerald

Management Courses

COMPUTER EXPERIENCE

Sunstar, Lotus Notes, TAS, CICS, CMS, Quattro Pro, Lotus 123, Excel, Twin,

Mas 90

Word, WordPerfect, MS Office products, Windows 2000, WordStar

Turbo Tax Pro, Personal Tax Edge, Tax Cut

Sharedata and Peoplesoft Systems

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