Professional Summary

Positive mindset is very important that encourages me not to
give up easily in my life. I am a great team player as i believe
that cooperation is important in working. At the same time, I am
able to work independently. I believes that a good
communication is the basic requirements to build a relationship.
Furthermore, i am good in adapting to different environment i
would take it as a challenge to myself.

Employment history

Process Specialist, Bernier Inc. Gabrieleview, New Mexico

Dec. 2019 – Present

Perform Quality review on image documents based on the requirements and assists in monitoring and enforcement of proper procedure and protocols at all times.
Prepare performance analysis, QA reports, coaching and other
information on quality performance.
Maintain close contact with Team leader, Team Manager and Project
manager to ensure that tasks has been executed.
Attend meetings every week to ensure that work flow and structure is all align with clients and other regions.

Virtual Customer Support Specialist, Jacobs LLC. Lake Angelomouth, Vermont

Sep. 2016 – Apr. 2017

Answer all inbound calls from customers, and handle all general inquiries related to Google Play.
Professionally handle refund cases for Google Play Users.
Assisting in training and guiding new staff.
Assist beyond extra mile for every customer.
Focus on achieving company’s weekly and monthly targets.

Education

Eastern Alabama University, Spinkastad, Louisiana

Bachelor of Public Relations (Honours), Mass Communication, Sep. 2016

Parker University, Cronafort, Minnesota

Diploma in Mass Communication (Public Relations), Mass Communication, Dec. 2014

Skills

Microsoft Power Point

Microsoft Word

Microsoft Excel

Analytics and Reporting

Languages

Mandarin

English

Malay

Cantonese

Andrew Smith

Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Professional Summary

Proactive, friendly customer service and process specialist dedicated to meet and exceed expectations at every interaction and cases of problem solving. I do my best to be timely and professional, but also easy and understanding with the communication skills and ability to build and cultivate relationships to drive business retention.
I choose to be curious to learn anything useful. Actively seeking a customer service director or a mentoring role where I can utilize my skills and experience to add immediate value to an organization.

Employment history

Dec. 2017 – Mar. 2018
New Elliottport, Nevada

Process Specialist, Howell and Sons

Train and mentor employees in job duties, and in understanding the policies and guidelines, implementing tool practices, and finally evaluating their overall performance.
Resolve customer complaints or answer customers’ questions regarding policies and procedures.
Confer with customers in chat to provide information about the policies and guidelines in accordance to local and national laws formed for the e-commerce site.
Keep records of customer interactions, recording details of inquiries for follow-up, complaints & suggestions.
Contact customers to respond to inquiries or to notify them of updates upon investigation results.
Check to ensure that appropriate changes were made to resolve customers’ problems.
Compare disputed merchandise with original requisitions of high end brands/rights owners and information provided by them

Nov. 2014 – Dec. 2014
Zulauffurt, New Jersey

Customer Service/Sales Representative, Rogahn LLC

Explain products or services and prices, and answer questions from customers.
Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
Answer telephone calls from potential customers who have been solicited through advertisements regarding further services.
Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
Maintain records of contacts, accounts, and orders.

Education

Present

Bachelor of Commerce: Commerce

Western McLaughlin – Braunborough, Pennsylvania

Skills

Process Training

Mentoring

Communication

Typing

Interpersonal Management

Professional Summary

Process Specialist with a demonstrated history of working in the information technology and provided efficient and reliable financial information across all type of industries and markets. Expert in financial analysis and data collection, and technical know-how in relation to financial information.

Employment history

Process Specialist, Boyle-Dibbert. Amosmouth, Connecticut

Oct. 2019 – Present

Acts as a subject matter expert with specialized knowledge of content/processes.

Identify and implement process improvement initiatives.

Review/analyze Quality audit reports, initiate root cause analysis and implement roll-out of modified workflow or corrective actions where necessary

Leads ad-hoc clean up and backfill projects when required and co-ordinate with Team Leaders for closure.

Maintains accurate records of work done by self and team members.

Provides technical guidelines/ pointers involved in the task in relevance to the policies/work instruction manuals.

Initiate classroom discussions and training to the team and other stakeholders

Senior Research Analyst, Braun-Kuvalis. West Angla, Louisiana

Mar. 2017 – Oct. 2017

Identified and implemented new process improvement initiatives in a team-based environment

Provided technical and policy guidance to teammates according to policy documentation and best practice

Managed Ad-hoc projects and co-ordinate with Team Leaders for closure

Organized and delivers technical/content coaching sessions within team

Provided floor support and identifies/reports on the discrepancies in methodologies followed by team

Acts as mentor and resource to new hires

Responsible for the timely, accurate and complete resolution of internal and external data queries within his/her team

Maintains accurate records of work done by self and team members

Research Analyst, Yost and Sons. Jamelton, Maryland

May. 2013 – Aug. 2015

Provided accurate and reliable demographic and statistical financial market data to internal database/ and to internal/external clientele.

Establish process on ensuring the integrity of the financial market information provided by the company

Initiated research/analytic market study needs required/ requested by the external clients in order to procure and retain future and current business.

Supported clients on data queries.

Provided range of information for the client’s need like Business Summary and other Textual information.

Education

Walsh College, West Rubin, Wyoming

Master of Science, Management, Present

Parker Academy, Antonettaberg, Arkansas

Bachelor of Science, Business Administration, Major in Financial Management, Sep. 2012

Personal info

Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Skills

Financial Analysis

FactSet Fundamentals

Web Research

Project Management

Corporate Planning

Industry Analysis

Professional Summary

Analytical, results-driven professional and expert in the areas of business improvement and stakeholder engagement. Innovative, forward-thinking executive proficient in the areas of relationship management, and revenue generation. Detail-oriented with exceptional organization and communication skills with the drive to exceed expectations on every assignment.

Employment history

Process Specialist / Quality Audit Specialist, Buckridge and Sons. Lutherhaven, Kansas

Nov. 2017 – Present

Conduct quality checks of pole data produced by Design Specialists;

Liaise with Design Specialists and NBN for missing pole data;

Produce and lodge asset transfer notices to NBN and power utilities;

Lodge new pole applications to NBN and power utilities;

Update and maintain tracking systems; and

Document current processes and work collaboratively with stakeholders to ensure business processes support the delivery of commitments.

A/Coordinator, Diversion & Referral Services, Prohaska and Sons. North Jeffie, Florida

Sep. 2016 – Oct. 2016

Lead the implementation of the Queensland Integrated Court Referrals (QICR) program across the State:

Source local Government and non-Government organisations to provide service within existing resources; and

Coordinate court and stakeholder training;

Interpret legislation to establish systems, procedures and protocols to support the QICR program;

Strategic direction of all Diversion & Referral Services programs – developing and maintaining a robust policy framework, identifying what is happening external to the unit, fidelity of all programs;

Promote the QICR program;

Contribute to the evaluation framework for QICR;

Ensure systems are in place for data collection, reporting, monitoring and evaluation;

Proactive analysis and evaluation of data to identify risks or improvements to programs;

Accurate production of documents within timeframes (including briefs to the Attorney-General, Director-General and Deputy Director-General);

Develop and maintain relationships with stakeholders;

Manage and lead a team – providing direction and guidance, providing feedback to staff and addressing performance that is not meeting expectations; and

Chair the internal QICR Local Stakeholder Group quarterly meeting to enable the coordination of operational matters across agencies.

Executive Manager, Indigenous Justice Programs, Cole Group. Heidenreichfurt, Idaho

Jun. 2015 – Jul. 2015

Oversee the operations and coordination of all Indigenous Justice Programs located throughout Queensland including the:

Indigenous Sentencing Lists;

Community Justice Group program; and

Remote Justice of the Peace program.

A/Director, Courts Innovation Program, Heidenreich-Anderson. West Louie, Utah

Nov. 2014 – Dec. 2014

Manage and support all Courts Innovation Program Managers to ensure the effective and timely delivery of their operational responsibilities.

Coordinate documentation and high level correspondence including reports, memorandum and briefing notes relating to preparation of departmental responses on subjects that are relevant to the Courts Innovation Program Unit.

Liaise with other senior departmental officials, the Judiciary and senior officers of partner agencies.

Manage work unit resources, including a focus on financial management.

Manager, Diversion & Referral Services, Paucek, Schroeder and Boehm. New Lavetaview, Nebraska

Sep. 2012 – Sep. 2014

Coordinate and manage Diversion & Referral Services within the Courts Innovation Program unit ensuring the appropriate management of resources including budget and human resource responsibilities.

Lead the development and implementation of policy and procedures for the Queensland Courts Referral (QCR) process and Drug and Alcohol Assessment Referrals (DAAR).

Review the QCR model with the intent to develop, maintain and enhance the model and assist with any expansion of QCR throughout Queensland.

Review DAAR policies, practices and procedures with the intent to assist with providing recommendations to the Department of the Premier and Cabinet and Strategic Policy and Legal Services Unit for the Bail Act 1980 which reflect the implementation challenges experienced to date.

Provide input to assist with the development of implementation strategies to reflect incoming Government election commitments, including the reinstatement of the Special Circumstances Court Diversion Program and Drug Court.

Maintain and improve partnerships in development and delivery of responses in terms of existing programs i.e. QMERIT, Court Diversion Program and DAAR.

Drive the development of procedures and practices to ensure matters before the Magistrates Court are dealt with effectively.

Represent the agency at external meetings with stakeholders and partners to ensure current procedures and processes are adequately addressing offender needs and program objectives.

Chair the internal QCR Implementation Group quarterly meeting to enable the coordination of operational matters across agencies.

Identify information requirements and ensure appropriate data collection, analysis, interpretation and reporting activity occurs to meet internal needs and external reporting requirements.

Prepare comprehensive and analytical monthly performance reports on each program.

Education

Eastern Botsford, Lake Corrinne, Kentucky

Bachelor of Arts, Justice Studies, Jul. 1996

Skills

Organisation

Leadership

Team work

Time Management

Communication

Project Management

Professional Summary

· Working in Insurance industry from January 2015 with proficiency in CAT model tools namely GES, Risk link and Risk Browser, etc. as well as acquired knowledge on Data Analyses tools like Excel, VBA, Tableau, SQL, Neo4j, Python and Access.

· Currently looking opportunities to work in Analytics and Model development teams.

Employment history

Process Specialist, McLaughlin-Champlin. North Olin, South Carolina

May. 2018 – Present

· Assisting the onshore team in reinsurance pricing and portfolio roll-up process.

· Modelling of complex catastrophe treaty structure like Top & Drop, Cascading, Inuring structures.

· Analyzing the EP curves, AAL, RP, losses based on net-precat AIR and RMS results.

· Extracting the required data from AIR and RMS databases by writing SQL based queries.

· Analyzing and rigorous testing for model change and upgrade impact.

· Helping onshore team in development of Python, Tableau, SQL and VBA based tools.

SENIOR MODELLING ANALYST, Kling Inc. West Wallacetown, Maine

Oct. 2016 – Mar. 2017

· Good working Experience with Catastrophe Modeling Tools like GES, Risk Browser and Risk Link.

· Retrieving data using SQL and work on the portfolio validations.

· Identify areas to increase efficiency and automation of processes using VBA, Python, Tableau.

· Set up and maintain automated data processes.

· Maintaining production tracker on a daily basis.

· Monitor and audit data quality.

· Create data dashboards, graphs and visualizations.

· Assigned as a mentor for Junior Batches to provide them proper understanding of the workflow as well as the tools used for the same.

· Quality check work within team and reporting the updated work status to the manager providing effective and smooth process without breaking the service level agreement.

Education

Southern Casper, Lake Rocco, North Dakota

Bachelor of Science, B-Tech in Computer Science, May. 2013

Skills

Python

SQL

VBA

Neo4j Graph Database

Tableau

Generate the status reports for leadership and senior executives.
Primary Contact for all environment issues.
Gather requirements from project teams and perform impact analysis.
Build plan for environment setup and get approval from project / application manager.
Effort estimation.
Script build and execution.
Task distribution to offshore Team.

Have been trained in contract abstraction and have worked on a few contract abstraction projects.
Routing a check to the appropriate internal group in a timely manner if it was routed to Money-In by error.
Identify the gaps and process improvements based on test results.
Train the business and technical teams on the tool.

Create a process checklist, train and assist new staff.
Have been part of the Performance Based Initiatives team (PBI) and have successfully carried out Various performance enhancing activities
Worked as Team member in black belt project of “Improving Citation Case Productivity” which won a runner-up award in the platinum category in the PACE competition.
Have been awarded with various organization level awards for my performance.

Daily Reporting, Allocation to the Team.
Indexing/Invoice Processing.
Team Handling, Query Resolving.
Vendor Queries, Reconciliation, calls, emails.
Client Daily call &queries.
Successfully completed remote transition for Turkey.

Conducted routine quality audits to ensure that work was progressing per the specifications and initiated corrective actions.
Back Office Operations (Quality) Key Responsibilities: Processing financial transactions of US banks through back office operations like cheques, hardship withdrawals, home loans and other core banking transactions.
Reconciliation of 401(k) savings plans for our US clients.
Provided regular feedback to the team members about areas of improvement.
Prepared individual quality report for root cause analysis.
Provided floor support to the team members.
Handled different Report formats.

Keep abreast of current trends in digital marketing
Identified and evaluated new marketing opportunities and propose with actionable planning recommendations based on both internal and external data.
Executed and managed tactical components of integrated marketing projects and campaigns.
Have been editor of the Infylex Magazine, our quarterly newsletter, responsible for editing, creating and publishing of the newsletter.

APTRA/SmartClient log Analysis, Problem Analysis, Triage and troubleshooting including RCA.
During triage and outage, based on impact determine severity level and try to recover environment in predefined SLAs to reduce FCIs and loss to business.
Work with business partners to identify external changes (Visa, MasterCard, STAR, NYCE, PULSE and TSYS etc. or B2B Firewall or Network).
Identify problems and escalate to appropriate stakeholders.
Create obey files and Execute the changes.
Responsible for working with respective application and business teams to develop BRP and TRP.
Conduct recovery testing based on the plan.

Perform Quality review on image documents based on the requirements and assists in monitoring and enforcement of proper procedure and protocols at all times.
Prepare performance analysis, QA reports, coaching and otherinformation on quality performance.
Maintain close contact with Team leader, Team Manager and Projectmanager to ensure that tasks has been executed.
Attend meetings every week to ensure that work flow and structure is all align with clients and other regions.

Review forms and reports and confer with management and agents about format, distribution, and purpose, and to identify problems and improvements.
Research account transactions, demonstrating a keen ability to recognize and resolve discrepancies.
Participate in internal and external audits, including implementation of corrective actions.
Deliver regular reports of campaign results

Rendered strong attention to detail while processing transactions and personnel actions for clients, including retirement contributions, loans, withdrawals, and rollovers.
Compiled data and processed a variety of participant action forms containing confidential and sensitive data.
Reviewing the checks in Stock check queues on day one to validate and ensure that the check was scanned under the correct stock plan to be eligible for forward pricing rules.
Work with stringent deadlines to manage multi-million dollar monthly pension rollovers of the clients.

Process Trainer for end to end campaign management for an online search engine account. Managing paid ads for online video sharing platform from reservations to reporting
Manages asset collection and creative checks ensuring all creative aspects are up to specifications and abide by policy.
Ensures that all campaigns are delivering, optimizing each ads based on market need.
Provided customer solutions to complex or escalated issues, while maintaining excellent customer service.

Supervise or coordinate work activities of employees with immigration process.
Processes account openings, transfers, rollovers, in addition to analyzing financial data to ensure accuracy of processes
Achieved Q2 recognition for efficiently and effectively servicing and assisting clients in reaching investment goals
Consulted on retirement solutions for clients of various segments (Including High Net worth)

Making an initial determination of the type of processing needed based on the documents and the checks provided.
Validating the Work Item against the set of guidelines and maintain stringent quality standards.
Ensuring the information in the XTRAC is correct such as participant’s SSN, plan number, check validity, scan date and time etc.
Handling Corporate rollovers of different money markets such as ECM, LCM and MCM.
Posting funds from an incoming check to a participant’s account after ensuring that the transaction is either Igo or Nigo.
Perform appropriate processing for those transactions deemed Nigo.
Locate and contact either the participant or vendor in an effort to cure the Nigo reason.

Heading the MIS team/IT Track for my engagement; responsible for maintaining data (quality and production) and preparing 21 client reports.
Have got an opportunity to work on various special projects within Legal Content and Publishing Services
Worked on a project which was with regards to US taxation on which worked as a team leader, creating training manuals and conducting training’s essentially required for the success of the project
Have been acknowledged by many managers at senior managerial levels and the client for delivering the projects before the deadline with lack of resources and with efficiency
Had an opportunity to be a part of the buddy training’s for new joiners
Had been a part of the Employee Engagement Team for a period of 2.5 years in which I planned and executed various activities for the engagement.
Have been awarded for providing highest number of accepted ideas for the engagement associated with, in Ideation contest.

Providing floor support & Training.
Publishing all (KRA-Key Responsible Areas) metrics report (such as Production, Quality, TAT.
Conducting sessions for process improvement and innovations, Cascade client updates on a daily basis.
Managing Inventory and File allocation to associates.
Responsible for the overall performance of the team to meet the monthly client expectations.
Responsible to manage a team to complete the Credentialing Process for Providers on specified time with quality and as per Insurance Company’s standard.
Experienced in managing a team of max 17 associates.

Good Knowledge on Define Benefits Implementation and Knowledge of US Retirement Industry, 401(k).
Worked Under the Domain of Retirement & Initiation.
Worked on Major clients like AT&T,John Hancock etc.
Strong customer service skills and some experience Working with internal business partners.
Meeting all business goals – Internal Service Level Agreements.
Restructured procedures by coordinating with Partners and executed the projects.
Evaluated current processes and developed improvement in process which increased efficiency.

Responsible for gathering, structuring, analyzing and reporting on web performance and marketing channels.
Created web reporting dashboards using Omniture, Adhoc analysis and Discover reports to fulfill ad hoc requests.
Conducted multiple corporate trainings on Tagging (Websites and Mobile apps) and Analytics tools.
Interact with business users and data analysts for better understanding of business requirements and marketing goals.
Created tagging brief documents for Websites, Microsites, Shopping sites and new pages created by external and internal developers.
Collaborate with development team to review and QA Omniture tracking and tagging on site, including feature updates, new feature implementation, to ensure data quality and measurable.
Proactively develop reports and monitor trends to identify testing opportunities improving site performances.

Interacted with staff during meetings, suggesting ways to eliminate unforeseen project issue and boost production.
Processing high dollar and complicated claims.
Guided multidisciplinary on multiple projects simultaneously providing dedicated support and assistance at all stage.
Handling escalation email and providing feedback to the team accordingly.
Proactively doing internal audit on daily basis for each associates to avoid external or escalation on high dollar claim.
Handling client call to get the training download and update the DLP accordingly and cascade the same to team.

Conduct quality checks of pole data produced by Design Specialists;
Liaise with Design Specialists and NBN for missing pole data;
Produce and lodge asset transfer notices to NBN and power utilities;
Lodge new pole applications to NBN and power utilities;
Update and maintain tracking systems; and
Document current processes and work collaboratively with stakeholders to ensure business processes support the delivery of commitments.

Ensuring campaign details are accurate and implemented on time
Project managing all campaigns from beginning to end ensuring they meet the target objectives
Working closely with the Account Manager, Account Optimizers and clients (Media Agency and Ad Agency)
Reporting campaign results to Account Manager and clients
Manage the implementation, tracking and measurement of campaigns
Brief and oversee the work of internal and external agencies who have deliverables for the campaign
Work within a budget and report any overspend

Utilized CRM skills to provide service to clients on investment portfolios
Compiled a daily status Excel spreadsheet used to analyze and report current workflow levels within the Retirement department. Information was used to monitor efficiency, assist manager in assigning priorities, directing team mates, and expediting work flow.
Sign off on 403(b) and 457 distributions, exchanges, rollovers, and transfers
Process loans and not in good order (NIGO) transactions
Collaborated with Plan Sponsors and outside record keepers to facilitate the transfer of plan assets to new funding vehicles.
Consistently met or exceeded quality and productivity goals, while in compliance with government regulations and company policies
Communicated investment philosophy to assist clients in building balanced portfolios to achieve investment goals

· Weekly/ Monthly reporting to clients as well as discussing the achievements and challenges faced by the offshore team.
Conducting team huddles/ meetings with respect to any updates and to check the status of the work completed at a given point of time.
Making follows-up with Collections Team on the invoices and get the payment from the customer.
Reversing the reserves created based on the receipt of signed sows / task orders and e mail approvals / the payment of invoices.

Setup automated service schedules per customer contracts.
Scheduled annual and five year testing requirements per state and Schindler’s requirements.
Trained managers and Superintendents on above processes.
Creating the Invoices and send to the customer.

Reviewing customs commercial documents
Entering the information Customs Documents to EDI or Cargowise System
Interacting and following up with the clients for the prompt payment of invoices.
Updating the accounting entries in People Soft Financials for the revenue in order to report the Revenue.

Working With Portfolio Managers on a daily basis, Identifying Potential breaches and report them.
Calculation of NNA and AUM on a Weekly and Monthly basis along with Performance calculation.
Ensure of meeting the team target in realising the cash from the customer.
Credit review & approval of customer orders.

16942263-6292-4413-94f6-7f79c9daf401

Andrew Smith

Professional Summary

Employment history

Education

Skills

Languages

ee13d9bc-82c5-4f97-a963-a43a3cc4d15d

Andrew Smith

Professional Summary

Employment history

Education

Skills

484eda69-82bb-4b3b-99f3-2931346e727e

Andrew Smith

Professional Summary

Employment history

Education

Personal info

Skills

e24cb3d3-765c-4ac5-9ecb-fc8e508473f2

Andrew Smith

Professional Summary

Employment history

Education

Skills

3e28acf7-4b1b-4c2d-a35c-5b7e4921a257

Andrew Smith

Professional Summary

Employment history

Education

Skills

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist

process specialist / quality audit specialist

process specialist, media campaign manager

process specialist

process specialist

process specialist

process specialist

process specialist