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Click here or scroll down to respond to this candidateCandidate's Name
Street Address W. 5thSt.; Jacksonville, FL Street Address
Cellular #: PHONE NUMBER AVAILABLEE-mail: EMAIL AVAILABLE LinkedIn: www.LinkedIn/in/Candidate's Name Summary: Detailed oriented and customer focused professional with 30+ years of experience resolving complex customer inquiries. Passionate about building and maintaining strong customer relationships, driving company and client loyalty, along with increasing customer engagement. Work Experiences:Reads Moving Systems June 2, 2022 PresentRelocation CoordinatorResponsibilities provide estimates/quotes to sales agents for organizations to help corporate businesses and/or families with moving their belongings from one location to another; contact shippers, drivers and/or third-party relocators for various information to update various systems with any changes regarding each relocation; and assist other departments when necessary Freedom Mortgage January 3, 2022 April 7, 2022Customer Success SpecialistResponsibilities receive, verify and document incoming and make outbound calls when necesssary; process customer mortgage payments; submit requests for research on escalated issues; and assist team members with any call and system issuesCoach through Randstad Staffing November 18, 2021 December 2021 Warehouse Packer/PickerResponsibilities pack and/or gift wrap merchandise; scan & pick merchandise for shipping; and assist other departments when necessaryBNY Mellon March 23, 2015 January 2021CT Client Service RepresentativeResponsibilities processed key specialized functions while ensuring compliance with all Firm and Corporate Trust policies and preferred practices; was the departments subject matter expert for one or more processes and/or products that involved reviewing, auditing, and accounting for the payroll system; calculated, reconciled, and troubleshoot all items related to payments for accuracy; processed cash, trades, and wire transfers for debt service payments, handled compliance monitoring and client service issues along with client communications via email and fax; had the ability to coordinate with all internal shared service partners, business managers, and external parties as required; demonstrated a strong attention to detail; the ability to quickly identify and escalate problems; possessed strong decision-making and organizational skills; and the ability to take initiatives to communicate effectively with Client Service Managers, Workflow Specialists, Team Leaders, internal shared service partners and internal/external clientsAccomplishments received Connects The Dots Certificate through the WOW Recognition Program, several Certificates of Achievement for completing work related courses, and recognition for 1, 3, and 5 years of ServiceBNY Mellon (Contractor through Aerotek) September 22, 2014 March 2015 Customer Service Representative IIResponsibilities - researched various computer systems for active relationship managers and customer service managers; emailed and/or called same to verify information; notified client via email or letter informing of any changes to account and assisted team members with work related issues. Merrill Lynch (Contractor through Aerotek) February 2013 July 2014 Customer ServiceResponsibilities - provided system support to Client Associates and Financial Advisors; documented incoming calls; and assisted team members with work related issues. Accomplishments - several 100% Call Tracking Certificates, several Best Overall Schedule Adherence Awards, several Lowest % in Call Work Certificates, several 100% Client Satisfaction Awards, 2 Team Innovator Awards LSV, LLC October 2011 February 2013Customer Service (Contractor through Todays Office Professionals) Responsibilities - provided Dental Providers and Members with dental plan information; documented incoming calls; and assisted team members with work related issues. Accomplishments - Highest % Call Tracking, Client Satisfaction Awards, Best Adherence NCC Business Services June 2010 - December 2010Customer ServiceResponsibilities - opened mail and documented system of any address changes; screened and transferred calls to collectors as well as other areas; researched and updated collection accounts; scanned documents; copied files; maintained fax queue; assisted manager with special projects; and assisted co-workers with work related issues.Fortegra, Inc. DBA Life of the South June 2009 - February 2010 Claims Support (March 2009 - June 2009, Contractor through Incepture, Inc.) Responsibilities - opened, sorted, and distributed mail for claim processing; contacted clients for missing information via phone, fax, or mail; set-up claims in AS400 and LaserVault for further processing by underwriters; and assisted with work related issues. Citizens Property Insurance Corporation August 2004 - December 2007 Commercial Underwriter Technician, Wind Underwriter Technician, and CSR Responsibilities - underwrite property insurance applications; receive, make, and document calls to agents; fax via ImageRight or AS400 for missing information; assist agents with system problems and team members with work related issues.Accomplishments - Citizens Customer Service Award in 2005 Aetna US Health Care August 1999 - August 2004NC Direct Sales Administrative Assistant, NC Administrative Assistant, Billing Premium Consultant, Plan Sponsor Specialist, and CSR for Senior Care Claims Responsibilities as Admin Assistant - received and documented incoming calls; processed enrollment kits; assisted 2 Sales Managers and 2 Broker Liaisons; resolved mailbox issues; data entered enrollment changes; ordered office supplies; assisted team members with system issues; issued and processed new business insurance quotes; and assisted other departments. Accomplishments - several 100% Production & Quality Awards, Aetna Way Award in 2003 & 2004 Prudential Health Care June 1997 - July 1999Claims Examiner/Overpayments and Data Entry Technician Responsibilities - data enter claim information into the system; resolve system errors; recalculate claims; update member files; respond to member and provider concerns; document calls; and forward recalculation requests to claims department.Accomplishments - Pat On Your Back Award; a promotion within a year; 100% Production & Quality AwardsJacksonville Remote Encoding March 1997 - August 1998 Data Conversion OperatorResponsibilities - type minimum 7150 keystrokes in a 2-hour span and transform mail into codes for different cities.Accomplishments - recognition for keying over 10,000 keystrokes in a 2 hour span Fraternal Order of Police October 1989 March 1997 Membership Coordinator and Legal AssistantResponsibilities for Membership Coordinator - type; file; fax; data enter membership files; notify State and National FOP of member changes; transcribe minutes of various meetings; maintain log and cash fund; set-up and disperse payroll; screen phone calls; greet and direct visitors; and assist office manager and clerk.Accomplishments - hard worker of the year award; friendly relationship with officers Responsibilities for Legal Assistant - type; file; legal research; run errands and schedule appointments.Accomplishments - experience with researching information for legal cases Skills & System Knowledge:Type 65+ words per minute, Ten Key, Bulk mail sort, All Microsoft Products, Ability to operate various Financial Programs: Sagent, LoanServ, Account Connect, Salesforce, ACS, AIG, AVJ, ERR, Orion, PTO Tracker, WRT, Sessions, Siebel, Latitude, Legacy, ImageRight, AS400, Toolkit, Oracle, Kronos, Ability to file alphabetically and numerically, Proofreader, Ability to work various computers, typewriters, copiers, printers, and fax machines, Ability to manage a minimum of 25 employees Completed Education:University of Phoenix (Online)Master's Degree in Business ManagementHonors, related activities, accomplishments: 3.5 GPA University of Phoenix (Online & Jacksonville, FL)Bachelor's Degree in Business ManagementHonors, related activities, accomplishments: 3.8 GPA ITT Technical Institute (Jacksonville, FL)Associate's Degree in Information TechnologyHonors, related activities, accomplishments: 3.6 GPA |
