Operations Associate Customer Service

SAMUEL HORREY

Hackensack, NJ ***** • 551-***-**** • adrmsb@r.postjobfree.com

DILIGENT OPERATIONS ASSOCIATE

Operations Associate • Benefits Specialist • Benefits Analyst • Customer Success Specialist

Customer Service • Funds Management • Benefits & Administration • Account Retention

Led HR Planning • Slashed Complaints • Enhanced Customer Experience • Streamlined Operations

Team Training & Development • Benefit Calculations • Labor Negotiations • Operations Oversight

WORK EXPERIENCE

Bet MGM, Jersey City, NJ April 2021 - present

Customer Success Associate

●Yielded a 20% increase in retention in conjunction with a 15% decrease in complaints.

●Demonstrated poise and professionalism while multi-tasking in a high-volume, face-paced call center environment, effectively prioritizing tickets and resolving customer complaints.

●Leveraged strong written and verbal communication skills to deliver customer support.

●Enhanced customer satisfaction through active listening and the use of forward-thinking strategies focused on addressing customer needs and resolving concerns.

●Elevated customer experience by recommending products to customers and explaining details.

●Mitigated future customer service issues by evaluating account/service history to identify trends.

●Liaised with customers, management staff, and the sales team to better understand customer needs and recommend appropriate solutions.

Verdure Watches, Westwood, NJ Feb 2019 - Dec 2020

Consultant

●Fueled the creation of robust business plans encompassing HR and Benefits Planning.

●Boosted company credibility and service offering awareness by developing targeted marketing collateral and compelling presentations to capture customer attention.

●Advised on web content/layouts for online exposure and eCommerce sites.

●Drove organizational improvement by assisting in the creation of databases.

●Delivered onsite support when needed for meetings and/or promotional launches/events.

Williams Jones & Associates, New York, NY Oct 2017 - Feb 2019

Operations Associate

●Streamlined accounting for $10B+ in AUM by reconciling all firm accounts daily to ensure account transactions, cost basis valuation, and active positions.

●Entered all necessary information systems related to portfolios, contacts, groups, report distributions, translation tables, securities, indexes, prices, factors, sectors, and ratings.

●Ran daily processes, data translation, alerts, exception reporting, and reconciliation summaries.

●Identified key process improvements, developed key performance indicators (KPIs), and ensured proper alignment across operating plans and strategic initiatives.

●Improved operations by designing sound business plans and system changes.

●Developed and updated tracking spreadsheets using Microsoft Office.

XEROX/Conduent, Secaucus, NJ May 2014 - Oct 2017

Benefits Analyst

●Drove a 25% improvement in efficiency by evaluating performance and realigning processes.

●Impacted 800+ employees by accurately overseeing bi-weekly payroll across 3 locations.

●Directed various benefit programs, including 401K, pension, medical, dental, and vision.

●Support staff motivation initiatives by handling the monthly, quarterly, and annual payout for merit rewards, sales commissions, and bonus programs.

●Minimized risk by keeping abreast of government regulations and standards, ensuring that company policies and procedures aligned with current labor laws.

●Negotiated agreements between employees and management to clarify misunderstood directions and resolve conflicts affecting performance.

AXA Equitable, Secaucus, NJ Sep 2007 - Sep 2012

Operations Associate

●Ranked regularly in the Top 3 in customer retention and resolution.

●Responded to ~20 calls/emails per day from customers and brokers, delivering top-tier customer service and support to bring problems to a full resolution.

●Executed intricate actuarial work, including plan calculations based on specific variables.

●Led compliance testing projects to ensure accurate and efficient delivery of services.

●Partnered with senior management to design and implement various improvement initiatives.

●Positioned team members for success by hiring, training, and onboarding reporting staff members, conducting yearly performance evaluations with targeted feedback.

●Boosted employee confidence by fostering a motivational and positive work environment.

●Trained and coached key team members on production techniques to establish expectations and ensure compliance with established quality guidelines.

TECHNOLOGIES, AWARDS, & AFFILIATIONS

Technologies: Salesforce • ADP • Microsoft Teams • Word • Office • Workday

Awards:

Ranked #1 "Best in Department" by Head of QA - Conduent

Most Consistent Team Player - Williams Jones & Associates

Affiliations:

Rhema Worship Center International - Hurricane Sandy Relief Project

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