Customer Service Quality Assurance

Camilla Ray___________________________________________

** *. ***** ***. *********, PA 19050 • 610-***-**** • **************@*****.***

Summary of Qualifications:

• Solid reputation for integrity, reliability, sharp problem solving skills, and organizational abilities

• Resourceful self starter; sets goals and develops action plans for attainment

• Well honed multi-tasking abilities; gracefully balances competing priorities

• Superior knowledge of employee relations, training and development, diversity awareness and proficiency in administering staff recognition efforts to optimize retention, performance and satisfaction

• Able to quickly master new roles, tasks, and responsibilities

Professional Experience:

EDSI West Philadelphia EARN Center, Philadelphia, PA 8/2008 – 6/2011

Employment Advisor

• Built a professional one-on-one working relationship with participants

• Successfully aided participants in eliminating challenges that were hindrances to obtaining and retaining employment, this included assessment, individualized attention and coordination

• Provided referrals to appropriate community or social service agencies when needed

• Documented all participant contacts and activities in case notes and ensured that all post-placement contacts were made as required by specific contract

• Conducted weekly new participant orientation meetings

Lincoln Financial Group/Delaware Investments Co., Philadelphia, PA 9/1997 – 10/2005

Senior Retirement Participant Service Consultant

Steadily advanced through a series of promotions based on outstanding job performance, dedication, loyalty, and superior customer service

• Proactively supported retirement plan participants via telephone and in person by explaining plan provisions and procedures, placing follow up calls, investigating account inquiries, and processing investment redirections and loan requests

• Demonstrated a solid team player work ethic while assisting brokers with client accounts and overseeing quality control of staff transactions

• Advised participants of available investment options inclusive of 401(K), profit sharing, and pension plans

Camilla Ray___________________________________________

44 W. Essex Ave. Lansdowne, PA 19050 • 610-***-**** • **************@*****.***

Professional Experience: (continued) Page 2 of 2

Lincoln Financial Group/Delaware Investments Co. Philadelphia, PA 5/1987 – 9/1997

Customer Service Supervisor

• Leveraged dynamic leadership talents to train, coach, supervise, motivate and manage employees

• Prepared and explained staff performance evaluations to ultimately maximize morale, productivity, and job satisfaction

• Steered quality assurance functions by monitoring calls and ensuring timely and accurate service

• Diplomatically assisted staff with irate customers while exhibiting empathetic interpersonal skills

Customer Service Associate 1/1984 – 5/1987

• Applied solid knowledge of company’s investment products, financial markets, and regulatory issues to respond to customer inquiries regarding fund and account information, market conditions, and general policies and procedures

• Consistently provided efficient service and attention, demonstrating impressive time management skills

Education, Training, and Licensure:

Harcum College, Bryn Mawr, PA May, 1977

Associate of Applied Science: Retailing

• NASD Series 6 and 63 Licenses

• SPARK Retirement Seminar Certificate

• Kaset Customer Service Certificate

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