Customer Service Representative

ANA CORREIA

* ********* ****** *****, ********** mass 02125 – 617-***-****

Analytical, organized and detail-oriented customer service representative looking to leverage twenty -two years’ experience in a new role that will allow for further growth. I am highly motivated a self-starter who is fully committed to proving herself in a new career. EXPERIENCE

2000 TO PRESENT (PUTNAM, MERCER, MORNEAU SHEPELL AND LIFEWORKS) CUSTOMER SERVICE REPRESENTATIVE

Excellent understanding of plan provisions and its rules and regulations has allowed me to become a plan subject matter expert. I have been part of trainings for new hires, and I am asked to take part in many projects outside my normal role. As an example, I have historically had client facing opportunities during visits because of my professionalism and knowledge. This experience extends to both Defined Benefits and Health and Benefits. Defined Benefits Experience

Cash Out Projects

With a high degree of accuracy and close attention to detail I assisted with multiple cash out project of vested terminated participants. During these projects I was responsible for assuring participant process was handled efficiently by making multiple callouts to work through any questions resulting in paperwork being in good order and received in a timely manner. Outbound Customer Service Representative

As part of the outbound call back team, I am given the unique experience of seeing a problem resolved from start to finish. This allows me to gain a better understanding of the pension process.

Process Improvements

As part of the VOE team we work to create ways to improve service. In addition to this group, I also analyze data pulled from closed work orders to identify trends and ways to improve customer experience.

Health and Benefits Experience

Processed enrollments for new and existing employees and counseled participants by discussing different options to allow the employee to make a sound decision. I was also responsible for resolving any issues and sending emergency updates to clients or carriers. In addition to the ongoing participant requests, I was considered a subject matter expert that utilized my skills to assist in new hire training by creating assessments for the new hire classes.

EDUCATION

Received high school diploma from Madison Park High School and attended Bridgewater State College studying Psychology.

SKILLS

• Problem Solving and Resolution • MS Office Experience

• Attention to Detail

• Team Player

• Multilingual

• Proactive

ACOMPLISHMENTS

In addition to the items below, I have spent many hours trying to better my self by reaching out to internal resources to find out what I need to do to move to the next level. I have worked with the training team to review all relevant pension related training found within precipio. In addition to pension training, I have also been doing training to better my skills with Excel. Financial Industry Regulatory Authority Series 6 and 63 Life Insurance - Health/License

VOE MEMBER

Gem Award Winner

2

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