Summary of Qualifications:

Highly skilled in various administrative, Human Resource, OSHA Compliance and problem/resolution positions as well as creative and flexible Customer Service Professional with more than 8 years of customer service experience working with members and co-workers at a local car-sharing organization. Skilled at training Call Centers and customer service personnel in the proper way to optimize working relationships with both internal and external clientele by providing quality customer service. Proficient in general Microsoft Office usage.

Work Experience:

WAVSYS LLC, Brooklyn, NY (4/24/2014 to 9/18/2015)

(worked at satellite location in Northbrook, IL)

          Staff Administrative Assistant/Compliance (4/24/2014 to 9/18/2015)

Responsibilities included but not limited to:

Worked closely with CFO in establishing and maintaining compliance rules and regulations for employees working in various states; established and maintained business and annual report filings to ensure compliance with work state laws.  Established and maintained working relationships with Sales Team; reviewed various state documents for tax law compliances, filed quarterly tax forms for various states, handled worker’s compensation claims, completed OSHA filings and supporting CAP documentation, worked closely with associated business organizations regarding payroll tax filings and business annual filings.  Generated year-end 1099 forms; worked closely with Auditors (both internal and external) in providing required support documentation.  Also worked closely with sales team in reviewing and processing initial employee consultant agreements. Worked as backup for HR in supplying potential employees with project consultant agreements and payroll documents for upcoming positions.  Maintained D&B updates and monitored all transactions on site to ensure accurate reporting to our D&B Credit Account. Reviewed and reported on compliant payroll-associated documentation in additional to compliant state and local documents.

IGO CarSharing, Chicago IL (5/6/2006 – 1/27/2014)

Member Experience/Billing Manager (8/2010 – 1/2014)

Managed a 7-person Member Experience team; provided Customer Service Training for both in-house and outside Call Centers; worked with and analyzed already established phone metrics to optimize phone time; handled escalated problem/resolution calls from members; coordinated with Fleet department for vehicle issues; worked closely with MIS to resolve proprietary software issues; supervised billing department to generate monthly invoices; worked closely with Marketing on special clients and designed invoices for select clientele; performed member outreach drives with Marketing.

WORK EXPERIENCE (continued):

IGO CarSharing, Chicago IL (5/6/2006 – 1/27/2014) (continued)

Member Experience/Billing Manager (8/2010 – 1/2014)

 
Responsibilities included but not limited to –

Designed and implemented Member Experience/Call Center Training programs; maintained 24/7 first-line contact from Outside Call Center for all escalated member issues; managed Day-to-Day operations of the 7-person Member Experience / Billing Team;  worked closely with COO to compile statistics for daily, weekly and monthly call volumes; performed daily review of randomly selected calls from outside Call Center & Member Experience Team for quality assurance; conducted regular (once/twice a month) Customer Service refresher-Training classes with Member Experience Team in addition to on-site Outside Call Center Rep training sessions; conducted regular monthly informational and motivational team meetings; conducted regular (weekly) off-site Outside Call Center Calibration Sessions; performed weekly and monthly reviews for Member Experience Staff; reviewed/resolved escalated problems (emails/phone calls) regarding member charges/errors from various departments.

On-Call Representative/Billing Coordinator (5/2006 – 8/2010)

Managed the weekend front-line in-house call center handling all calls from members using our services; handled escalated problem/resolution calls from members; coordinated with Fleet department for vehicle issues; responsible for handling end-of-month processing; generated monthly invoices and handled all questions/concerns regarding any billing issues; handled all chargeback issues and worked with Skipjack gateway to resolve credit card issues; performed in-house collection procedures for limited delinquent accounts; worked closely with outside collection agency for the handling of serious delinquent accounts; worked closely with Marketing on special clients and designed invoices for select clientele; participated in member outreach drives with Marketing.

Primary Duties included but not limited to:

Provided leadership to Member Services on billing issues; prioritized billing tasks and responds to member inquires and concerns via phone and email, or in person when necessary; reconciled data and reservations, and coordinates invoice distribution for approximately 8,000 members; educated members about organization’s policies, including fee schedules, and also assists members in reading invoices; served as end-of-line contact for escalated member concerns; investigated and reported suspicious and fraudulent activity; provided on-going assistance, support, and training to Member Services; educated Call Center about billing policy and procedures; worked with Proprietary Software Provider to troubleshoot malfunctions and streamline processes; provided data to Accounting Department and COO.

WORK EXPERIENCE (continued):

Prudential Financial, Chicago IL (9/1995 – 6/2012)

Licenses held:

Series 6; Series 63; Property and Casualty; Accident, Health & Life Insurance

Senior Marketing Support Assistant (1/2002 – 6/2012)

Responsibilities included but not limited to:

Established and maintained relationships with clients; answered complex questions and provided detailed answers; analyzed client needs and developed sales leads for the Financial Professional Associate; coordinated advanced case development; assisted in completing applications for products; completed reinstatements and guaranteed term conversion paperwork on the Financial Professional Associate’s behalf; worked closely with home office to expedite underwriting; assisted with follow-up on medical exams, applications and lab work; explained coverage and policies; established and participated in client meetings; quoted, sold and bound new property and casualty policies; generated sales illustrations for myriad of products; solicited new clients for the Financial Professional Associate; participated in trade shows and seminars. 

Financial Professional Associate (9/1995 – 12/2001)

Responsibilities included but not limited to:

Customer Service focused with excellent interpersonal skills to sell new insurance and investment products; propose insurance and investment products most suitable to the applicant’s needs and ability to pay; solicit new customers through approved techniques and methods; prospect for clients, develop insurance and investment programs and make sales presentations regularly for a broad range of life and non-life insurance contracts and financial products and services; conserve existing insurance and investments products; maintain in-force existing insurance and investments products of clients; secure the reinstatement of insurance that has lapsed and perform all the duties incident to the care and conservation of the business assigned; service the insurance and investment needs of all owners of policies issued; work to develop long-term relationships between the company and the policyholder.

Education:

Ashworth University – Business
Norcross, GA

Triton College – Accounting

River Grove, IL

DeVry University – Business

Chicago, IL

Associate Degree
Central YMCA Community College – Paralegal
Chicago, IL

REFERENCES:

Available upon request