Summary

Driven to contribute knowledge, skills, and high energy to profitable enterprise. Strong critical thinking ability. Team oriented. Excel in dynamic, fast-changing, environments; tight deadlines. Learn new software and tools with little or no instruction. Learn and work in a team, independently, and in remote work settings. M.A. in English. Experience

Associate, Client Care 02/2022 - 02/2024 Symphony Talent, LLC o Supported incoming and outgoing data flowing through xml, csv and other data formats. Including support of the data transformation through the XSLT.

o Created new and maintained existing client feeds o Training resource for others at the company on feed creation, user maintenance and media management o Maintained relationships with 3rd party vendors (job boards) o Worked with customers, account leads, and technical teams to resolve day-to-day customer issues. Document Coordinator 08/2020 - 02/2022 Freedom Mortgage Mount Laurel, NJ o Orders credit reports on the Equifax website, performs comprehensive review of credit reports, orders credit supplements, identifies issues with credit report (liens, judgments, bankruptcy, fraud alerts, OFAC hits, etc.) o Identifies loans where a Borrower is being removed o Identifies employment document needs (CPA letter, business license) o Obtains payoffs

o Obtains written and verbal verifications

o Obtains Appraisals

o Other duties as assigned.

Customer Trainer Associate 02/2018 - 08/2020 Lockheed Martin Mount Laurel, NJ Assists Project Lead with project management responsibilities including: o Determine project timelines and utilize the Agile Project Management to track projects in two-week sprints o Serve as SCRUM Master on 8-10 projects, conducting daily meetings with teams ranging in size from four to 15 to gather project status and metrics and report to Project Lead o Modify work-pressure timelines to keep project on pace o Resolve interpersonal or technical issues among team members or team and client to eliminate blockers so project progress is not hindered

o Run Sprint planning meetings biweekly for all projects to plan next chunk of project workload for the team o Gather metrics from Jira and report project completion status to management weekly o Continually evaluate project tasking of team members to ensure projects are being completed efficiently o Monitor projects to ensure project is within scope and budget and ensure scope changes are minimal and handled efficiently to minimize risk and budget increase Erin McCool

856-***-**** ad39i0@r.postjobfree.com Pennsauken, NJ o Complete delivery paperwork for all projects being delivered to Navy o Assist with Detailed Requirements Design Documents, Instructional Media Design Packages, Storyboards, and Scripts for multimedia training products (interactive courseware and operator/maintainer simulations) o Assist with development of curriculum for instructor-led training o Perform interim and final quality assurance reviews of all training products o Prepare required forms for product deliveries

o Review training feedback documentation for recommendations Program Analyst 02/2016 - 11/2017 Engility Remote First Contract: February 2016-April 2016

Second Contract: August 2016 - September 2016

Third Contract: February 2017-April 2017

Fourth Contract: August 2017-November 2017

Worked with limited supervision as part of FAA program project management team: o Built, maintained, and analyzed FAA tech project schedules and budgets o Generated program/project status reports, cost and schedule indicators o Projected schedule trends, critical path analysis, and schedule optimizations using complex Excel reports to ensure efficient management of project timeline and budget o Developed and analyzed weekly/monthly reports on business related metrics. Identified potential project trends and risks to management

o Supported creation of cost estimates for procurement actions Enrollment Operations Supervisor 06/2015 - 12/2015 Towers Watson Exchange Solutions (now Willis Towers Watson) Mount Laurel, NJ

o In seasonal role, mentored and coached a team of 10-12 Benefit Advisors through the season o Interpreted and applied metrics across team members to increase performance and drive enrollments o Measured and reported team performance metrics to Pod Manager o Effectively communicated team and individual objectives to team members o Proactively worked with Pod Manager to develop strategies and plans to achieve Pod goals o Acted within all ethical and compliance standards as defined and communicated by the company o Presented team accomplishments to Pod Manager

o Created and maintain complex Excel reports

Health and Welfare Administrator 06/2012 - 01/2015 Xerox HR Solutions, LLC (now Conduent, Inc.) Cherry Hill

, NJ

o Promotion from Customer Care Assistant position effective April 2014. o Worked closely with the Customer Care Senior Specialists and Technical Advisors on the team at times to resolve escalated participant issues

o Gathered information, researches/resolves inquiries and logs customer calls o Assisted in processing Contact Center referrals, inbound mail, and issues sent from client benefit leads o Provided assistance, training and troubleshooting support to lower level staff o Prepared standard reports to track workload, response time and quality of input o As Customer Care Assistant, answered inbound call inquiries from participants regarding Health and Welfare Employer Benefits; offered expertise in Medical Plans, Dental Plans, Vision Care, Life Insurance and disciplines such as Defined Benefits and Contributions and Flexible Spending Accounts; contributed understanding of the government regulations regarding pre-tax and post-tax guidelines and implications surrounding Health and Welfare benefits, including the current and future impact of Healthcare Reform Disability Services Coordinator 08/2010 - 08/2012 Rutgers University, Camden Campus Camden, NJ o Performed outreach, program development, information services to students with disabilities and to the public, and maintained comprehensive statistics and reports o Evaluated students' documentation ensuring each student receives appropriate accommodative services o Promoted the Office of Disability Services through various social media outlets o Collaborated with Office of Campus Involvement and event management during welcome week, Human Resources on Bring Your Child to Work Day, and co-coordinated Open Enrollment and New Hire orientation o Member of Rutgers, Camden Campus Disability Advisory Council 2011 Draft Processor 06/2008 - 01/2009 Automotive Resources International Mount Laurel, NJ o Selected to be key customer service contact for five largest national accounts; proofread and researched business and financial documents; developed and wrote a business plan for system enhancements Administrative Assistant 05/2002 - 04/2008 Prudential Fox & Roach Realtors (now Berkshire Hathaway Home Services) Cherry Hill, NJ

o Prepared weekly work schedule for 15 staff members; maintained and updated maintenance projects, budgets, payroll reports and wrote business plans; proofread, edited and composed business correspondence; developed more efficient filing and office system

Skills

Project Management, Customer Focus, Peer Relationships, Priority Setting, Time Management, Self Management

, Problem Solver, Organizational Skills, Composure, Detail Oriented, Multitasker, Build Effective Teams, Writer and Speaker, Planning, Patience, Collaboration, Quick Study, Self Starter, Dependable, Work Sharing, Listener, Decision Quality, Drive for Results, Perseverance, Integrity and Trust Education

Instructional Design Technology University of Massachusetts, Boston 05/2012 Graduate Certificate

o Online program in Instructional Design Technology; learned the ADDIE model and created various design documents, learning modules and job aids; Career-Focused Program o Member of Graduate Instructional Design Association, University of Massachusetts Boston, January2011 English Rutgers University, The State University of NJ, Camden 04/2010 Camden, NJ M.A. in English

o Writing-intensive program specializations: Romantic, Victorian, and 20th Century Modern Literature English Rutgers University, The State University of NJ, Camden 05/2002 Camden, NJ B.A. in English

o 3.8 GPA, Arts and Sciences Honor Society, Athenaeum, May 15, 2002

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