SUMMARY OF QUALIFICATIONS

Management Professional/Team Leader with extensive customer service experience in a busy call center

environment. A dedicated, results oriented, and customer focused leader with proven success in motivating and

Valutec Card Solutions Inc., Franklin, Tennessee 2004 - Present

A Nation Wide Leader in the Gift Card Industry

Merchant Support Manager,

•Oversee daily operations ofthe Call Center and improved the overall quality of customer service

•Reduced call abandon rate fromover 20% to under 5%one year later

•Responsible for the attendance, tardiness and workplace performance of the team

•Designed and put in place service metric requirements to enhance the client experience

•Monitored daily call center statistics to meet service level requirements

Fortune 500 company and leading provider of financial products in the Southeast.

Sales Support Specialist,

•Responsible for complete and thorough knowledge of Fixed Annuity products and Mutual Funds

•Process Brokerage, IRA Brokerage account and RMD distributions

•Assist in Sales Support of Fixed Annuities through agents at bank branches

•Answer questions regarding IRAs, Taxes, Retirement Plans, IRS Regulations and Insurance products

•Provide assistance with investment suitability issues for agents

•Knowledge of bank products and procedures

•Assist Agents in the opening of new brokerage accounts

Supervisor/Research Department, 1999 - 2002 Promoted from Team Leader

•Oversaw daily operations of a 21-representative call center and acted as Manager inManager’s absence

•Handled and resolved a variety of employee issues including absenteeism, tardiness, availability to take

telephone calls, and productivity

•Handled a variety of deadline associated tasks, checks receivable, account fees and account complaint responses

•Communicated on a daily basis with IBM’s payroll, legal, and human resources’ personnel

•Communicated with Deustch Bank personnel due to client inquires over ACH loan repayment accuracy

•Calculated rates of return for participant 401(k) accounts

respond to specific account inquiries, both written and verbal

METLIFE, INC., Defined Contribution Group,Franklin, Tennessee

Team Leader, 1999 Promoted from Phone Representative

•Handled escalation calls from a team of six representatives

•Fielded questions from the entire IBM team of representatives

•Scheduled approximately 21 representatives to ensure adequate phone coverage over three shifts

•Mentored new hires and facilitated training classes about escalation calls

•Designed “Issue of the week” for the team

•Processed investment material requests through Administrative Services

•Placed follow up phone calls to participants with outstanding question

FINE LINE ILLUSTRATIONS,Wantagh, New York 1980 - 1998

Graphic design firm specializing in the illustration of college textbooks.

Art Director, Computer Graphics

•Managed the daily operation of the art studio of approximately 20 employees

•Had daily contact with clients and client vendors

EDUCATION AND TRAINING

Nassau Community College, Garden City, New York

Courses concentrated in Advertising.