Experience

Glencairn Museum

• United States
• Museums, Historical Sites, and Zoos
• 1 - 100 Employee

• Visitor Services

  • Nov 2017 - Present

  Bryn Athyn PA



Prudential Financial

• United States
• Financial Services
• 700 & Above Employee

• Customer Relations

  • Oct 1997 - Nov 2016

  Dresher, PA Customer Relations – May 2009 - November 2016 • Participated in the compliance review of template letters with Product, Tax and Compliance • Established processes and procedures for four Annuity Services work queues • Act as a liaison between clients and support staff, and other management partners to facilitate information flow and drive operational efficiency • Implement quality assurance processes to improve client experience and promote operational efficiency Escalation… Show more Customer Relations – May 2009 - November 2016 • Participated in the compliance review of template letters with Product, Tax and Compliance • Established processes and procedures for four Annuity Services work queues • Act as a liaison between clients and support staff, and other management partners to facilitate information flow and drive operational efficiency • Implement quality assurance processes to improve client experience and promote operational efficiency Escalation Unit - April 2006 – May 2009 • Created standardized correspondence to respond to common client inquiries • Subject Matter Expert (SME) conducted classes on retirement plans and life insurance • Trained employees on new processes and systems • Provided feedback to Management regarding call center trends Special Services Unit – July 2003 – April 2006 • Inside contact for Million Dollar Round Table Agents • Coordinated with processing areas to provide superior service to assigned agents • Requested by the top selling agent to be assigned to his region as his SSU contact • Handled two desks for one week in December 2005 when coworker suddenly resigned Customer Service Representative – October 1997 – July 2003 • Subject Matter Expert on tax inquiries • Lead through example with consistent work ethic, attitude, and professionalism, ensuring high-quality customer service and the development of critical functional business relationships • Address key client queries and resolve them in an expedited manner, promoting sustained revenue growth through client retention Show less



Child Protection Fund, Washington DC, May 1995 – August 1997

• Co Director

  • May 1995 - Aug 1997

  • Evaluated story boards and videos for national media campaign • Coordinated press conferences and press interviews • Conferred with Attorney and CPA for 501C 4 compliance



Harleysville Insurance Company, Fort Washington PA October 1991 – April 1995

• Administrative Assistant

  • Oct 1991 - Apr 1995

  Fort Washington • Assisted Property Casualty Claims Examiners



Foreign Policy Research Institute, Philadelphia PA, December 1990 – May 1991

• Assistant To The Director

  • Dec 1990 - May 1991

  Philadelphia, PA • Coordinated press interviews with FPRI experts • Assisted in the Conferences



Armed Forces Benefit Association, Alexandria VA, November 1987 – September 1990

• Project Manager

  • Nov 1987 - Sep 1990

  Alexandria VA • Workflow analyst for Armed Forces Benefit Association • Liaison with third party IBM vendor to convert to imaging document system.