Data Entry, Recruiting, Training, Managing, Customer Service
Resume:
Karen E. Cox
Rochester, New York 14611
585-***-**** (Home)
**********@*****.***
SUMMARY OF QUALIFICATIONS
Diplomatic, dedicated, customer focused professional with over 20 years hands-on operational experience in the banking-back office operations and retail industries. Extensive experience in a fast paced environment, while promoting outstanding customer service & maintaining a high degree of cost control.
Proficient in: Training Facilitating
Management Data Entry Verification
Team Building Procedural Development
Recruiting Process Improvement
PROFESSIONAL EXPERIENCE
ADVANTAGE PROFESSIONALS, Fairport, New York
MVP Healthcare INC, Rochester, New York 2008-Current
Claims Data Verification Processor
•Utilizing OCR ANYDOC, responsible for verifying 400+ ambulatory and hospital claims daily to accurately reflect data presented for payment to the provider.
•Consistently meets or exceeds 98% verification/data entry accuracy rate.
•10-Key data entry exceeding 14,000-16,000 KPI (numeric) and 55 WPM (alpha)
•Working knowledge - OCR, AMISYS, PCS2, Intraviewer
KOHL’S, Winchester, Virginia, Rochester, New York 2006-Current
Customer Service Representative
Responsible for accurately & proficiently processing customers returns, adjustments, payments, answering multi-line phones, assisting co-workers with merchandise inquiries, serving as the technical expert on credit applications, and answering all general customer inquiries.
•Recognized by management and co-workers as “Employee of the month/quarter”
•Consistently receives written compliments from customers stating outstanding professional demeanor and courtesy
•Consistently exceeded expectations of soliciting credit applications
•Fosters team work
BB&T, Falls Church, Virginia 2004-2007
Employment Consultant
Responsible for recruiting applicants to fill all non-exempt and exempt positions in an assigned region, screen and qualify applicants (i.e. interviewing, administering assessments, drug screening, criminal records search, fingerprinting, verifying education, employment and personal references.
• Assumed additional recruiting responsibilities for a region after an abrupt departure of a co-worker while recruiting for an operations division. With a combined total of 90+ openings, (average opening for 1 recruiter, 30 openings) successfully filled openings within established timeframes. Promoted to Banking Officer.
• Diligently met with 290 RIFed candidates from the Operations Division to offer guidance on job seeking. Solely responsible for successfully placing 40+ associates with existing openings. Promoted to Assistant Vice President
• Designed and established guidelines for starting salaries for “key” highly focused regions, which was implemented and mandated by Group Regional President.
• Developed and streamlined pre-screening questions that was implemented and used by entire recruiting team.
• Selected by Group Employment Manger to train newly hired employment consultants for “key” highly focused regions. New consultants were able to solely assume role within a 2-week period.
• Exceeded company standard of filling 150 openings annually by filling 200 positions consistently on an annual basis.
BB&T, Falls Church, Virginia 2001-2004
Processing Services Instructor
Responsible for training all proof operators on all proof related functions within the 24-week training period. Maintain daily logs reflecting productivity, teaching methods and observation of new/existing employees. Administer 10-key practice drills/testing to identify potential new hires. Assist with the review of applications, interviewing and hiring of potential applicants.
• Redesigned existing 24-week training program to have new operators processing documents at a rate of 2000 per hour within a 10-week period.
• Worked directly with NCR technician to identify methods to drastically reduce rejected documents from 1% to less than .50% due to operator error.
• Successfully conducted new-hire orientation with 300+ new hires on the Operations Division, Proof Department, and HR policies and procedures.
• Selected by Senior Executive Management of the Operations Division to serve as sole trainer on the conversion team. Created training program to successfully trained 40+ existing operators from merging bank on new proof standards within a 5-day period.
• Strong technical/operation knowledge of NCR 7766, Single Pocket Encoder – 2000 IPH.
• Strong technical/operation knowledge of 10-key equipment – 14-16,000 KPH.
RGIS INVENTORY SPECIALISTS 2000-2001
Team Leader
Responsible for supervising inventory audits valued in excess of $500K with a tem of 4+ auditors. Provided on-site training of newly hired auditors on the technology types of inventories and keying techniques. Ensured clients’ merchandise is adequately accounted for and identify and resolve any volume discrepancies.
• Consistently completed inventory audits within or before scheduled completion time.
• Promoted team work through the “buy-in” concept.
• Consistently received audit evaluations rated 4.5 based on scale of 5 (outstanding service)
• Promoted from entry level position to team leader after 6 months as a result of my diplomacy, leadership and professional rapport with co-workers, management, and customers.
FLEET INVESTMENT OPERATIONS, Rochester, New York 1993-2000
Investment Operations Manager/Officer
Managed a staff of 22 professionals which processed dividend and interest income due on all investment products, receipts totaled in excess of $22 billion annually to 68,000 trust accounts. Coordinated departmental projects; audits; responsible for direct interviewing and hiring of potential candidates; and the preparation and presentation of employee performance appraisals.
• Developed a cohesive team by promoting the “buy-in” concept and permitting group to select their own job responsibilities and to serve as technical experts.
• Consistently recognized by senior management for having a strong ability to keep team motivated and encouraged during high volume periods.
• Demonstrated strong policy and control procedures; consistently received “strong” ratings on department audits.
• Recognized by management for being detailed, organized and having a strong sense of urgency to identify and resolve procedural issues.
• Planned, developed, coordinated unit’s’ projects which were completed as scheduled.
• Facilitator of Diversity, TQM and Empowerment concepts.
ANCHOR SAVINGS BANK, FSB 1986-1993
Supervisor – Item Processing, Upstate New York
Responsible for the daily cash letter deposits settlement of non-cash items serviced by Proof-In Transit i.e. domestic checks drawn on other financial institutions, coupons, savings bonds redeemed & sold, foreign checks. Accurate and timely resolution of adjustments and encoding errors received from the Federal Reserve Bank-Buffalo, preparation of the annual budget and monthly variances reports.
• Consistently ensured annual deposits of $ 2 billion were deposited thus producing average daily availability of funds to exceed 98% of total annual deposit.
• Maintained tight constraints on expenses to ensure less that 2% variance of the annual budget thus attributing to no operating losses.
• Consistently recognized by senior management for providing above average direction and training of an inexperienced staff to perform & produce above average production rates
• Planned, coordinated and organized the relocation of the Proof-In-Transit Department from Rochester to Albion NY which resulted in no interruption of the servicing requirements/standards.
EDUCATION
A.A.S. Business Administration, Monroe Community College, Rochester, NY
PROFESSIONAL DEVELOPMENT
Leadership and Supervisory Skills Practicing Positive Employee Relations
Managers and Supervisors Conference Interviewing Skills
Time Management
TQM Tools and Techniques
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