CAREER FOCUS: CUSTOMER EXPERIENCE, ADMINISTRATION, SALES SUPPORT High-energy organized professional eager to make a positive contribution with proven success in customer experience, administration and sales support. Strong work ethic, commitment to meeting/exceeding deliverable dates, with a focus on customers and quality results which included earning the JD Power Customer Service award 2017 and 2018. EDUCATION & TRAINING
Human Resources Professional Certificate, Rutgers University Continuing Ed Studies, June 2019 Computer Information Systems, DeVry Technical Institute, Iselin, NJ QUALIFICATIONS & EXPERTISE
Communication, Listening and Discretion, Reporting Skills, Maintaining Employee Files, Dependability, Organization, Scheduling, Inventory Control, Confidentiality, Independence, Teamwork, Relationship Management, Project Management, Active Listening, Problem-Solving, On-boarding, Systems maintenance, Calendar, New employee orientation, High aptitude for learning new systems, Branch Technology Liaison, Strong math skills, Ability to multitask. CORE COMPETENCIES & CAPABILITIES
Customer Service Consultant...Manage initiatives to identify current weaknesses in customer service and managed solutions to improve customer satisfaction. Perform root cause analysis, utilize current and future systems to organize, store and communicate data and translate into reports.
Project Management...Developed and led Plan of Action ***Proposal & Timeline*** for 2016 Knowledge Assistant Solutions system. Benefit – Reviews and updates resulted in less referrals for administration and call centers and higher first call resolution for customers. Presentation Skills...Creation and presentation of powerpoint presentation to Senior Leadership at the 2016 Customer Experience Summit of the Knowledge Assist system used by call centers outlining the positive impact for customers.
Customer Experience Consultant, METLIFE, Bridgewater, NJ 2015-2018 Collect, analyze, and communicate root cause of customer satisfaction. Sales Support Associate, METLIFE, Bridgewater, NJ 2008-2015 Provide market research/administrative sales team support, expense management. Maintain customer content utilizing various systems.
PolicyHolder Service Analyst, METLIFE, Bridgewater, NJ 2007-2008 Managed master records for insurance policies issued. Process daily new business (policy issuance) contractual policy changes (owner/benefit changes, surrenders, withdrawals, loans) Administrative Assistant, METLIFE, Bridgewater, NJ 2006-2007 Provide administrative staff support to Executive Business and Liability Funding teams as well as Senior Client Service Executives.
Complete & process on-boarding paperwork for new hires. Arrange & coordinate travel and group meetings.
Responsible for all incoming/outgoing correspondence. Formulate and distribute customers monthly/quarterly mass mailing statements. Additional Relevant Experience
Branch Office Administrator, UBS PaineWebber, Iselin, NJ 1997-2001 Responsible for maintaining the day-to-day operation of the office. Assist in recruiting and scheduling interviews for potential financial advisor trainees (verify references and complete background checks) by coordinating with Licensing, Compliance, and HR. Process rejection letters for unqualified applicants, conduct orientation (explain benefits, payroll, policies and procedures, etc.) for new hires, process necessary paperwork for licenses and registration, provide operational support to approximately 25-35 Financial Advisor Trainees; as well as, administrative and clerical support to the Branch Manager to assure continuity of work flow. BRANCH TECHNOLOGY LIAISON (02/01-02/04)
Act as liaison between the branch, outside vendors and corporate office personnel to help facilitate system upgrades and to identify and resolve technical issues. CLIENT SERVICE ASSOCIATE (03/01-02/04)
Handle and resolve customer inquiries and complaints, provide historical information on securities for tax purposes, notify clients of required minimum distributions and IRA contribution amounts and deadlines, process checks and fed fund treasury wire requests, act as liaison with corporate office personnel in resolving client and branch issues, open new accounts and update client information on existing accounts, schedule clients for annual portfolio reviews, schedule Retirement Planning Seminars to solicit new clients, maintain separate client database for new and existing clients, schedule meetings with wholesalers, coordinate efforts of Client Service Associates as directed by management.
Microsoft Office Lotus Notes Bill Good Brainshark Salestrac CDRM Ovations NIPR ERL MMD SharePoint NICE BOSS SIR 2000 Yammer Ariba