Customer Service Manager

LORELEI P. HARRISON

East Orange, NJ ***** * *******.********@*****.*** * Linkedin.com * 201-***-****

Competencies

Experience encompasses Business Analysis; Organizing and Leading Cross-functional teams; Vendor Management and Business Relationships; Managing Sales Support, Customer, Client, and Shareholder Services; Technical Writing/Documentation and Report Generation; Account Reconciliations; Multi-Million-Dollar Budget Management; Exceeding Performance Metrics

Professional Experience

Contract Positions Feb 2016 - Present

Atrium Staffing Consultant

Immunomedics (Biopharmaceutical Company) (August 2016)

Ralph Lauren Corporation (September 2016 – Present)

ICON/Headway Staffing Consultant

ALCOA Administrator/Analyst, ALCOA Investor Relations (20 weeks/February 2016 – June 2016)

Liberty Tax Service, West Palm Beach, Florida 2013 – 2014

Registered Tax Return Preparer (RTRP) and Office Manager

Prepared clients’ federal and state tax returns

Managed Customer expectations

Trained and managed tax preparers and marketing team; recruited staff and managed payroll

Assisted customers with additional business services including preparing and processing immigration documents for clients i.e., ITIN applications, and FAFSA applications

Taught Liberty Tax Preparation courses and assisted team members in applying for PTINs which resulted in students becoming gainfully employed as RTRPs

Established and enforced office operations and procedures

Planned and oversaw marketing events to generate additional business

Prepared and maintained production and revenue reports

Pershing LLC, Jersey City, New Jersey 1997 – 2011

(A subsidiary of The Bank of New York Mellon, the nation’s oldest continuously operating bank)

Vice President/Group Manager and Business Analyst

Managed the Statement Control Group (2006 – 2011) responsible for the content and format of more than 5 million monthly/quarterly customer brokerage statements including messages, inserts, logos, quality control, distribution, and archiving

Managed quality control testing of statement data with customer facing teams and Pershing customers

Implemented a remote testing strategy allowing approximately 75 Pershing LLC Statements Business Unit testers to test from home during month-end production quality reviews saving the firm approximately $300,000 annually in associated costs

Managed meetings to address and resolve customer impacting statement issues

Implemented process automation, successful cross-training strategy; exceeded prior production volumes and quality measures; improved customer service; eliminated overtime ($75,000 annual cost avoidance) without increasing staff

Managed monthly production and distribution reconciliations (SEC requirement)

Represented business unit in internal and external audits

Established, documented, and maintained policies and procedures and job specifications. Collaborated directly with Pershing’s Compliance Department to manage repository for this information

Directed and managed 40 associates as part of the following five teams (1997 – 2006): Security Administration, Electronic Output, Output Management, Data Delivery, and Print Management, responsible for providing access to monitoring, retrieving and distributing information to internal/external customers through a variety of media, including electronic applications

Managed a comprehensive project that retired obsolete applications and systems, to standardize customer reports and files, saving the firm millions of dollars in operations costs

Chairman, Pershing Executive Promotion Committee. Led the committee through the promotion review process. Recommended process improvements which were implemented for future executive promotion activities

Additional Skills

Formal Presentation Skills

Project Management

Communicating Strategic Vision

Business Continuity/Disaster Recovery Planning

Forming and Leveraging Strategic Alliances

Facilitating Inter-departmental Cooperation

Coaching, Mentoring, and Motivating

Copywriting and Desktop Publishing

Microsoft Office Suite

Lotus/IBM Notes

Resource Allocation and Optimization

Internal/External Audit Management

Education/Licenses & Commissions

MBA Banking & Finance, Dowling College, Oakdale, New York

BA Economics, Fairleigh Dickinson University, Rutherford, New Jersey

NASD Series 6

New Jersey Notary Public

Registered Tax Return Preparer

Member Alpha Kappa Alpha Sorority, Inc.

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