Customer Service Human Resources
Resume:
FELICIA STAFFORD
West Haven, CT 06516
**********@***.***
SUMMARY
Experienced professional in the areas of Human Resources, office
management, problem resolution, and customer service. Exhibits ability to
manage multiple projects in a fast-paced environment. An excellent
communicator with strong computer and communication skills. Effectively
consults and interacts with all levels of management and staff. Possesses
strong project management skills and the ability to generate innovative
ideas while applying best practices to improve and support overall business
goals.
AREAS OF EXPERTISE
Problem Resolution Employee Relations
Project Management
PROFESSIONAL EXPERIENCE
PRUDENTIAL INSURANCE, Shelton, CT 2000 -
2014
The leading highly-daily annuity retirement products provider that
guarantees lifetime income.
Resolution Manager (2008-2014) reporting to Director of Advanced Client
Solutions.
Responsible for receiving, evaluating and answering customer inquiries
which were non-routine and required deviation from standard procedures.
. Handled multiple responsibilities while maintaining a 98% quality
operational effectiveness by making call backs within 2 hours,
determining resolution of controllable issues and completing cases
within 11 business days.
. Received 90% accuracy on Series 6 Securities exam. Series 63 CT
licensed also.
. Provided ongoing procedural and regulatory consultation with External
Wholesalers, Sales Team and Investment Professional to comply with
drop and run client resolution program.
. Takes ownership of issues and provided complete and accurate product
information and properly completes follow through to satisfy
commitments made to customers.
. Submitted various ideal submissions to improve process.
. Trained team members in letter writing, Microsoft Excel functions, and
other related programs and procedures.
. Attended weekly teams meetings, and maintained awareness of industry
trends.
. Participated in stretch assignment that assured clients received
distributions and trades in a timely manner.
. Adept at interacting, coordinating and developing processes with
various departments to improve procedures and client experience.
Sr. Customer Service Representative (2002-2008)
Responsible for answering in-bond customer and sales force annuity related
calls.
. Demonstrated strong customer service skills and experience along with
extensive knowledge of annuity products.
. Assisted in new hire training.
. Awarded 5 Dalbar awards in attitude, accommodations, expertise and
call interrupts.
. Processed customer website inquiries.
Administrative Coordinator (2000-2002)
. Successfully and accurately coordinated all departmental functions
involving various degrees of complexity for a growing Mutual Fund
Department.
FELICIA STAFFORD **********@***.***
PAGE TWO
PRUDENTIAL INSURANCE
Administrative Coordinator (cont.)
. Actively participated with annual budget preparations.
. Successfully provided executive assistance to the VP of Mutual Funds
Customer Service division.
. Effectively developed various presentations, including a feature
presentation on Boise Cascade to ASAF leadership.
. Effectively managed department related matters with various cross
constituencies.
. Created new hire employee packet that included company policies,
department directories, etc.
. Created various departmental forms including one-on-one summary form,
vacation request and travel worksheet.
PRICEWATERHOUSECOOPERS LLP, Westport, CT 1998 -
1999
A domestic and international Human Resource Retention Analysis and
Consultant group.
Executive Assistant reporting to Director/Senior Consultant
Supported three senior-level management consultants in a client-service
environment that demanded extraordinary responsiveness, resilience and
professionalism.
. Designed and administered billing process resulting in increased
recorded profits of 10-15%.
. Developed and coordinated detailed domestic and international travel
itineraries for three consultants, significantly improving executive's
productivity.
. Created presentations and working documents that required a high
degree of proficiency using work processing, spreadsheet and
presentation software.
. Trained GHRS staff on computerized office copier resulting in a 70%
increase in turn-around time and savings of over $5,000 in outside
reproduction costs.
US REPEATING ARMS, New Haven, CT 1993 - 1998
Human Resources Assistant
. Supported Human Resources in a unionized environment. Recruited,
interviewed, coordinated internal training activities and administered
testing in a 1000+ employee manufacturing environment.
. Implemented provisions of labor agreement and handled initial union
grievance with employee and union representative.
. Assisted in applying for company grants from State of Connecticut to
obtain subsidies for employee training.
. Administered Leave of Absence Policy.
. Represented Company at State Unemployment hearings.
. Coordinated training activities with managers and employees for newly
established in-house training program.
TECHNICAL EXPERTISE
Spectrum HR System, Microsoft Word, Excel and PowerPoint - intermediate
level
EDUCATION
Bachelors of Science, Business Management
Albertus Magnus College, New Haven, CT
Contact this candidate