eFinancialCareers

PROFILE:

Results oriented operations professional with over seven years experience in operations management, account management, service management, customer service and administrative support. Possess excellent communication, problem solving, analytic and research abilities. Recognized for ability to help companies achieve profit and loss, revenue, customer retention and employee relations goals. A motivated team-player with excellent interpersonal and organizational skills.

COMPUTER SKILLS:

Microsoft Word , Microsoft Excel , Microsoft Access, Microsoft Power Point, Microsoft Project Management, Microsoft Outlook, Microsoft Visio, Quick Books Pro, Type 60 WPM

PROFESSIONAL EXPERIENCE:

ABC COMPANY, ANYTOWN, STATE - 2007 - 2008
Operations Manager

• Supervised, mentored and motivated a staff of 18 service and sales representatives.
• Resolved conflicts with client accounts and difficult customer service problems through research and creative problem solving strategies.
• Processed weekly, monthly and quarterly reports pertaining to banking policies procedures and regulations.
• Prevented financial loss through assisting the Department of Homeland Security to end a money laundering operation involving large accounts and several banking institutions.
• Helped senior management with audits and crisis management at area financial centers.

DEF COMPANY, ANYTOWN, STATE- 2004 - 2007
Operations Manager–Call Center

• Serviced banks and investment companies on accounts exceeding $250K with authorization to release funds to investment management groups in domestic and international companies.
• Managed and reviewed the training and work assignments of service representatives in a call center environment.
• Performed all issue resolutions pertaining to client accounts and contracts as required by state and federal regulations (Regulation 60, 1035 contract exchange, 1099-R’s and IRA’s).
• Evaluated and approved all transactions processed by service representatives.
• Achieved the level of Green Belt project supervisor in Six Sigma Service Management Methodology.

GHI COMPANY, ANYTOWN, STATE - 2003 - 2004
Group Service Manager

• Provided direct services to human resource managers and insurance brokers pertaining to benefits administration, contractual policies, COBRA administration, and group enrollment.
• Motivated and supervised over 25 service representatives in a call center environment.
• Ensured all regulations, policies, and procedures for group enrollment met tri-state legal requirements.

JKL COMPANY, ANYTOWN, STATE - 2002-2003
Mass Market Operations Specialist

Point of contact for all customer correspondence and issue resolutions.
• Served as direct liaison between Marketing, Energy Services, and IT Departments.
• Monitored reports to follow up with accounts 60 days in arrears.
• Compiled weekly and monthly reports regarding new account enrollments.
• Performed analysis using discrepancy reports for account reconciliations.

MNO COMPANY, ANYTOWN, STATE - 2001-2002
Administrative Assistant to Marketing V.P.

• Booked conference rooms and organized department meetings.
• Organized access for monthly conference calls.
• Coordinated travel arrangements and processed expense accounts receipts.
• Prepared all materials for marketing department weekly meetings.

PQR COMPANY, ANYTOWN, STATE - 1999-2000
Administrative Assistant

• Acted as point of contact to employees concerning benefits, updating employee information, recording attendance, personal time off, and vacations.
• Coordinated activities for scheduling, greeting and corresponding with students during campus recruitment.
• Accurately prepared calendars to meet and interview potential employees.

EDUCATION/TRAINING

PACE UNIVERSITY, NEW YORK, NY
Liberal Arts

COMPUNET NOVEL TRAINING CENTER, DOBBS FERRY, NY
Trained in medical billing, coding, and claims processing

Keywords:
Operations Management, Account Management, Service Management, General Manager, Customer Service, Administrative, Problem Solving, Communication, Analytic, Research, Interpersonal, Training, Compliance, Organizational, Administrative Assistant, Client Relations, Client Retention, Scheduling, Supervise, Quick Books Pro, Microsoft Visio, Microsoft Excel, Microsoft Project Management