Gloria D. Wilcher

**** ***** **** ******, **** * Philadelphia, PA 19131 215-***-****/267-***-**** admvtv@r.postjobfree.com Page 1

Skills Summary and Basic Knowledge

Project Management

Plan, organize and review work

details

Devise and implement new work

procedures and concepts

Evaluate new products and

equipment

Maintain records and prepare reports.

Professional written and oral

communication

Interview candidates for potential

employment

Time management

Basic Knowledge

Work measurement and

control procedures

Bookkeeping, basic budgeting

and cost control procedures

Payroll, funds classification,

financial reports, ledgers,

account records

Safety procedures

Office procedures

Daily start-up operations:

retrieving and relaying voice-

and e-mail messages

Time management

Customer Service

Lead and motivate employees.

Develop and maintain good

working relationships with

employees, other department

staff, and the general public.

Attentive, active listening in all

interactions

Time management

Clear communication

Knowledge of product/service

Understanding the “human

psychology” of customers

Focus and tenacity

Professional Experience

Administration: Provide administrative assistance and secretarial skills for individuals and organizations to include daily census taking, travel itineraries, expense accounts for collection, and reimbursement. Conference room scheduling, transcribing.

Accounting/Bookkeeping: Reconcile ledgers, reports, and account records. Adjust and correct errors in accounting

Monitor balances of accounts; verify availability of funds and classification of expenditures. Provide accounting assistance to include reconciling ledgers, bank and check statements, payroll, a/p, and a/r.

Technical Writing: Write office policy, staff guide and handbook, purchase, catalog, and store equipment and supplies.

Management: Secretary/Acting Administrator for the newly formed faith-based nonprofit for the betterment of community relations and establishing outreach programs for surrounding residents and the indigent.

Customer Service/Support Provide customer service support for AppleCare, TurboTax, John Hancock/Manulife – troubleshoot technical, email, financial issues, and more.

Recruiter: Risk Management - Clients’ consultant, working with the decision-maker and human resources manager on attracting and retaining employees and their employee benefits portfolio. Partnering with the business to help them with their entire portfolio, and then we communicate with and educate the employees on the components of the package. This package may include wellness programs, benefits, insurance, retirement, and other elements offered to the employees while helping the business' leaders take better care of their employees and save money in the process.

Conduct inventory and loss control.

Marketing: Business cards, posters, signage, flyers, and other special projects as assigned. Presentations and forms creation. Form Creation: Financial Reporting System - Create financial forms and general ledger for member contribution, employee salary, expenditures, and reimbursement. Established and maintain church financial records. Self Employment

10/99 - Present

- Provide administrative assistance and secretarial skills to individuals and companies that contracts.

- Provide transcription, data entry, and word processing duties.

- Prepare financial reports and other literature, typed reports, theses, and other print matter, prepare tax return documents. Textbroker

7/19 – Present

- Content and article writing services, blog posts, outreach campaigns, and other writing projects ACD Direct

02/20 – Present

- Assist in member service requests and process donation pledges for various TV, and radio nonprofit organizations

- Per script, up-sell for increase during certain drives

- Process sales orders, and up-sells for at profit organization. Gloria D. Wilcher

2001 North 52nd Street, Unit 2 Philadelphia, PA 19131 215-***-**** admvtv@r.postjobfree.com Page 2

IAG, LLC

Appointment Setter/Qualifier

8/2018 – 12/2019

- (Commissioned Only) Cold calls small business owners to offer an exit strategy, qualify and set appointments to speak to Senior Director or Business Analyst.

Employment

National Telecommute Institute

Customer Service/Support/Technical Advisor

10/2016 – 5/2017

Customer Service/Support Agent for the campaign: John Hancock Annuities/Manulife

- Answered inbound, make callbacks, and requested call queue-wait, to customers, bankers, and financial agents (fa), to respond to inquiries and provide status updates and policy provisions for fixed and variable annuities.

- Educated (fa)s and clients on market requirements, processes, contract provisions, and all annuity products.

- Assisted clients and (fa)s with email registration and issues.

- Educated clients and (fa)s on how to read and know what the product is, what it does, and how certain actions affect it.

- Processed customer and fa financial orders; deposits, withdrawals, and exchanges (trades) before the close of the business day.

- Researched special requests made by (fa)s and acted as a liaison between the (fa) and client and Annuity Operations.

- Employed working knowledge of applicable tax laws and other legislation on- and off-shore to assist clients.

- Stayed current with annuity markets and products to provide an accurate and high service level.

- Sent service informational forms and confidential material (encrypted) to clients upon request. Concentrix Corporation

3/2015 – 12/2015

TurboTax CAN Product Support Agent

- Answered inbound calls from customers, (fa)s, bankers, and other entities using analytical skills while handling technical support questions via IVR.

- I researched and analyzed queries to determine the appropriate course of action.

- Employed knowledge of “human psychology” of customer service to express caring and empathy for the client, relaxing the client and proceeding with the troubleshoot; and when necessary, escalation to a higher level of expertise.

- I have interacted with customers via IVR, focusing on product navigation, locating prior years’ returns, and amendments.

- Documented all issues, resolution, and follow up actions.

- I employed working knowledge of applicable tax laws and other legislation to assist clients with their financial needs. AppleCare Customer Service/Technical Advisor

- Troubleshoot customer issues with Apple iOS and OS X products. o Computers

o iPhones

o iPads

o iPods

o Apple Watch

o Apple TV

- Answered inbound calls from customers and used probing skills to identify the root cause of their issues and detailed troubleshooting to help resolve the issues.

- Employed all resources made available to me to help assist the customer. I maintain a good rapport with my customers and provide exceptional support while remaining valuable to the company.

- While maintaining composure and patience in the face of difficult customer situations, I displayed courtesy and strong interpersonal skills with all customer interactions.

- I researched issues on various computer systems and databases to resolve technical issues.

- Provided support to register, find, and troubleshoot mail issues, to include issues with lost passwords and lockouts.

- I supported customers with online billing and account issues.

- Duty-bound to inform customers about the issue resolution process and progress.

- When necessary, scheduled repairs and follow-up calls.

- I guided customers when mail-ins were appropriate.

- I also performed product diagnostics using tools provided by the employer. Gloria D. Wilcher

2001 North 52nd Street, Unit 2 Philadelphia, PA 19131 267-***-****/980-***-**** admvtv@r.postjobfree.com Page 3

2007 – 2015

Bryant Baptist Church

I created established and maintained church financial records. Created financial general ledger for member contribution, employee salary, expenditures, reimbursements and all other financial matters of the church. Established in March 2009

Bryant Community Outreach Resource Center, Inc. I acted as Administrator for the faith-based nonprofit for the betterment of community relations and establishing outreach programs for surrounding residents and the indigent. Member of the Executive Board and Board of Directors provided all work necessary for the application, and documentation required for creation. Education

6/90-6/90 - Basic Unit Administrative Technology - Ft Meade, MD - Certificate 11/89-1/90 - United States Finance School - Ft Ben Harrison, IN - Diploma 1/86-11/89 - Finance - Philadelphia, PA - OJT/Evaluations - AUG/HHC 1-315th IN (MECH) Battalion 3/79-11/80 - Telecommunications Operator - Ft Hood, TX - OJT/Evaluations 371st ASA MI Battalion 11/78-2/79 - United States Telecommunication School - Ft Gordon, GA- Diploma 9/75-6/78 - Dobbins Vocational Technical HS - Philadelphia, PA - Diploma - Cosmetology/General Other Education is pertinent to employment or contractual work.

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