Kenyatta Kelley

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

Charlotte, NC 28205

Phone #: 919-***-****

E-mail: actqoq@r.postjobfree.com

Objective: To effectively utilize my administrative, customer service and operations skills within a company that supports solid business experience, higher education and leadership skills.

Professional Experience:

Fidelity Investments (Durham, NC) May 2007 – January 2015

Defined Benefits Specialist

Responsible for supporting Customer Service, Client Services and FHRS Operations by

investigating and resolving customer questions and problems using client plan rules and

by seeking information from multiple sources

Provided participants with detailed written and verbal explanation of their calculated

benefit

Utilized the Defined Benefits system to managed participant records by updating plan

activity, work history, earnings, beneficiary information, power of attorney, marital

status, pay out and in pay status, commencement process status, deleted records, linked associated records, and ran calculations that were missing from calculations details section of records

Prepared and submitted request to stop payments, resend payments, make payment changes as well resend tax forms to participants using Payment and Taxes system

Interacted with clients to provide detailed information and discuss resolutions regarding escalations and complex participant cases

•Determined appropriate solution for escalations based on: risk exposure, financial impact and Customer Segment; understanding of appropriate escalation procedures.

•Executed transactions and/or exceptions based on limited risk and complexity

Managed work load by providing timely resolutions to meet SLA (Service Level Agreement)

Responsible for maintaining productivity and quality standards consistent with product expectations.

Created and mail letters upon request for resolved work items

Contacted participant both state side and abroad by way of phone upon request to relay final resolutions or the status of the case under review

Assisted with special projects such data clean up, payment and database reconciliation, records purging and client pension plan lump sum buyouts.

•Provided live customer service Net Benefits navigational support to participants in conjunction to responding to their inquiries and requests on employee benefits plans throughout their employment lifecycle (enrollment to retirement) by referencing multiple on-line resources effectively

•Mitigated risk while adhering to quality procedures and ensuring compliance with regulatory requirements

•Obtained and captured feedback from customers to help identify customer experience improvement opportunities

Burt’s Bees (Durham, NC) October 2006 - January 2007 Key Accounts Specialist

(temporary assignment)

•Entered orders for processing and shipping on a daily basis for 15 grocery accounts

•Maintained tracking spread sheet for assigned accounts

•Assisted the accounting department in resolving claims as they related to damaged or missing product

•Continuously updated Macola system to reflect price changes for current products and new innovations

•Established a line of communication with Burt’s Bees Sales Rep, Liaisons, and Buyers of each store account to relay and confirm pertinent information thus lessen setbacks in daily operation

•Matched bill of ladings with original orders to be filed weekly and noted invoice numbers of each for accounting purposes

•Assisted Customer Service Department with other miscellaneous tasks and duties in spare time

•Attended routine weekly meetings

XS Inc. (Morrisville, NC) February 2005 - August 2006 Operations/Logistics Specialist

•Provided customer service to members and assisted in administering inbound and outbound operations/sales calls for XSAg and Hay Markets International (HMI)

•Verified valid dealer and buyer licenses/CA permits through state agriculture departments

•Collaborated on a daily basis with sellers to schedule shipments for chemical orders

•Entered and maintained tracking information for less than truck load orders shipped through commercial carriers

•Confirmed truckload deliveries with buyers and carriers

•Manually booked truckload and less- than- truck load orders online when needed (blind or non-blind) to obtain most competitive freight rates

•Completed change orders for sales department such as payment methods, pick up or delivery addresses, product quantity, package size and product brand.

•Updated state registrations for chemical products and added new product information into the Maintenance Tool program

•Notified sales department of undelivered seller or buyer trade confirmations and invoices

•Processed credit cards and farm plans

•Checked for bounced buyer funds

•Attended national agricultural trade shows for XSAg

•Handled company registration and arrangements for attending trade shows

•Assisted HMI sales team with setting up and closing hay trades between sellers and buyers

•Sought out new flatbed carrier to haul hay for HMI members

•Provided daily report to HMI Sales on hay activities

•Attended a once a week phone conference to discuss weekly accomplishment of HMI trades

Quality Carriers (Tampa, FL) February 2003 - February 2005 Records Management/Data Entry Specialist February 2003 - September 2003

•Created NCRs (Nonconformance Reports) for General Chemical and Dow Reichhold Latex Specialty

•Corresponded with Quality Carrier's terminal managers to provide accurate and detailed analysis of incidents submitted by customers

•Ensured terminal mangers provided corrective action to incidents and that NCRs met deadline for completion

•In-putted completed weekly orders into EDI Order Entry, to assist the billing department with on time driver pay for Quality Carrier drivers

•Ran weekly and monthly service reports for sales representatives and customers

EDI Coordinator September 2003 - February 2005

• Utilized EDI 204 System to tender and assign orders for Procter & Gamble customers by working with 30 carriers and 12 shipper locations

• Liaised between Procter & Gamble, carriers and shipper locations to communicate delays, missed, canceled or rescheduled loads

•Coordinated pick up times with carriers and Procter & Gamble shipper locations

•Provided a weekly spreadsheet detailing assigned carriers, pickup dates and times along with delivery dates and times provided by the customer

•Assisted with EDI 214 and 204 client set up by obtaining customer information needed and conveyed information to MIS department

•Informed MIS department of all reported EDI 214 and 204 related problems

•Verified billed invoices submitted through EDI 210 by reviewing customer requirements and determine whether invoices are to be passed or canceled

•Notified billing department of invoices sent EDI 210 that failed processing and that not meet customer requirements

Florida Child Abuse Council (Tampa, FL) July 2001 - February 2003 Administrative Assistant

•Organized daily backup tapes on servers to insure all vital information is preserved

•Recorded and kept ledger records of all checks and miscellaneous funds presented to the organization

•Administered calls, filing, balancing receipt book

•Typesetting of certificates and letters

•Managed distribution of incoming mail

•Configured statistics for 11 programs within the company

•Maintained Raisers Edge data base to provide administrative support for the Development Director and Special Events Coordinator

United States Air Force (Tampa, FL) April 1997 - April 2001

Information Management June 1998 - April 2001

•Performed schedule management for military commanders, layout, and design of meeting materials

•Managed office files for personnel information of other employees

•Typesetter of citations, evaluations, formal letters, and certificates

•Maintained the official leave tracking program

•Oversaw the LD Control logbook

Postal Coordinator April 1997 - June 1998

•Operated specialized mailing bends to ensure all parcels were sorted, pitched, and delivered properly for the civilian post office

•Accountable for securing secret, registered, and certified packages and assuring authorization of personnel for pickup

•Served as a technician of files that involve set up, operation, and maintenance of all files

Academic Education: Some college (pursuing B. Sc. in Mass Communications)

Received A+ Certification Training at MacDill Training Center Tampa, FL

Software Skills: MS PowerPoint, MS Word, MS Excel, MS Access, MS Outlook, MS Windows, and EDI program. Including various programs implemented within each company of employment which assisted in efficiently accomplishing daily tasks

References: Available Upon Request

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