WILLIAM ROSE1000 Hicks St. #910, Tomball, TX 77375 • WhoaThatsCool@yahoo.com • (832) 707-0639

SENIOR CUSTOMER SERVICE SPECIALISTBENEFITS ADMINISTRATION ~ FINANCIAL & BANKING SERVICES ~ OPERATIONS SUPPORT

Top-performing Customer Experience Specialist who maintains a proven track record of client satisfaction. Analytical goal-oriented personality and work ethic; has an innate ability to influence others and produce

dynamic and long-lasting results. Known for streamlining processes that have increased revenue and reduced expenses, while building a strong

and recognized team of professionals. Self-motivated, loyal achiever who uses problem-solving skills to drive organizational goals.

CUSTOMER SERVICE EXPERIENCE

CUSTOMER SERVICE EXPERIENCE2012 to Present: AON HEWITT, [The Woodlands, TX] – Customer Service RepresentativeManages inbound calls to assist customers with payroll, human resources, pension and retirement benefits administration. Educates customers on annuity and IRA rollover options. As needed, supervises other representatives with difficult calls and seasoned product knowledge about life benefits, retirement, lump sum redemptions, survivor death benefits, website navigation and image indexing of customer correspondence.

Processes calls daily to process customer benefits. Reduced client call time. Received client commendations. Checking issues and resolving issues with Human Resources in corporate services cases with requests for

financial and technical resolutions such as short pay deductions for payroll , web navigation and password resets.

Workday PeopleSoft HR applications.

2011 to 2012: JP MORGAN CHASE BANK, [San Antonio, TX] – Telephone Banker IV, Business EscalationsManaged inbound phone inquiries about personal and business banking accounts and assisted frontline bankers with transactions. Set up accounts, sold additional financial services, advised and educated customers about banking options, transferred funds, provided balance inquiries and navigated online customer accounts.

Maintained a high rating for handling problem calls in one-call resolution. Achieved 100% accuracy in all transactions.

TEAM MANAGEMENT EXPERIENCE

Various foodservice management responsibilities, including opening and closing procedures, payroll, ordering, budgeting, staffing, interviewing, staff training and development, food preparation, sanitation and safety, cash management, job assignments, inventory control, vendor management, financial reporting, sales projections, customer service, employee counseling. Helped drive revenue.

In other management capacities: processed loans. managed cash, profit and loss, shrinkage, credit/debit card issuance, customer service, security, personnel and overall operations profitability.

2011 to 2012: LAS PALAPAS RESTAURANT /SSP, [San Antonio, TX] – Assistant Manager2010 to 2011: GREAT AMERICAN COOKIE COMPANY, [San Antonio, TX] – General Sales Manager2009 to 2010: PIZZA HUT RESTAURANT, [Boerne, TX] – Assistant Manager2008 to 2009: WHATABURGER RESTAURANT, [Kerrville, TX] – Assistant Manager2008: CASHADVANTEDGE, [Killeen, TX] – Financial Services Manager

2008 to 2009: FAMILY DOLLAR, [Killeen, TX] – Store Manager