Adrianne Armah
Concord,North Carolina
Summary
A performance-driven and accomplished customer service professional with a proven track record of achievement in financial/client services, disbursements, procedure management, and business process training. Proven aptitude in handling multiple projects while exceeding objectives and redefining expectations in a deadline-driven environment. A detail-oriented and analytical producer who uses strong communication and interpersonal skills to increase client satisfaction and retention.
Overview
18
18
years of professional experience
Work History
Retirement & Income - Processing Specialist II
Principal Financial Group
Charlotte, NC
04.2022 - 10.2023
- Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs with.
- Provided members with optimum sales and service experience to enhance member affinity to company.
- Maintaining comprehensive knowledge of our recordkeeping system
- Reviewing and analyzing data for reasonability and accuracy at 98% quality and productivity rate.
- Assist with tasks to support team and department as needed to meet customer needs
- Ability to handle confidential material in professional manner
- Work with team to identify gaps in processes and recommend efficiencies to reduce gap to improve overall processes
Support Administration Assistant III
Mecklenburg County Fire Marshal's Office
Charlotte, NC
04.2019 - 12.2021
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Recorded expenses and maintained accounting records.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- Ability to articulate, communicate professionally and appropriately with confidence at all levels and across functional lines
Administration Assistant II/ General Front-Office
Mecklenburg County Sheriff's Office
Charlotte, NC
06.2017 - 04.2019
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed strategies to streamline and improve office procedures.
- Assisted development and implementation of new administrative procedures.
Disbursement Services Specialist/Financial Data Analyst
MissionSquare (formally Known As ICMA-RC)
Washington, DC
10.2008 - 02.2017
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Researched, tracked, reconciled, and resolved progressively complex issues by working with other associates or departments.
- Identified opportunities to provide additional support, including serving as mentor and subject matter expert (SME) for new hires.
- Positively engaged with customers and maintained professional appearance as company representative.
Transactions Representative - Retirement Plans
T. Rowe Price
Owings Mills, MD
05.2005 - 09.2008
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Responded to customer questions via telephone and written correspondence regarding retirement benefits, provider processing restrictions, eligibility, and documentation.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Demonstrated exceptional time management, multitasking, and organizational skills while completing work.
- Participated in individual/team-based projections and facilitated client conference calls and data analysis.
- Ensure regulatory and fund document deadlines are met while adhering to all procedures and quality control.
- Responsible for identifying, communicating and resolving problems for any issues affecting the client experience.
- Participation in relevant projects across the department, particularly those which look to mitigate risk, improve operational efficiency, and deliver exceptional client service.
Education
Bachelor of Science - Computer Information Systems
Towson University
Towson, Maryland01.2003
High School Diploma -
Seneca Valley High School
Germantown, MD06.1997
Skills
- Value-Added Customer Service
- Phone/In-Person Communications
- Meticulous Attention to Details
- Accounts Receivable and Billing
- Building Rapport/Relationships
- Strong Customer-Centric Focus
- Financial Services/Transactions
- Highly Reliable and Dependable
- Human Resources/Operations
- Professional/Positive Demeanor
- Quality Assurance and Auditing
- Handling/Resolving Problems
- SunGard Omni suite; DST Systems; Infopac reporting; and production user virtual assimilated testing, Platform (Teller), Margo, BlueSessions, EPIC-health systems
- Microsoft Office Suite; PC/Windows Applications; QuickBooks; Customer Databases; Financial Systems/Databases
- Account Reconciliation Specialist
Professional Development
- Fraud Alert and Personal Information Netscape (PIN)
- Public Notary Services
- SharePoint Contributor
- Adobe Acrobat Pro DC
Timeline
Retirement & Income - Processing Specialist II
Principal Financial Group
04.2022 - 10.2023
Support Administration Assistant III
Mecklenburg County Fire Marshal's Office
04.2019 - 12.2021
Administration Assistant II/ General Front-Office
Mecklenburg County Sheriff's Office
06.2017 - 04.2019
Disbursement Services Specialist/Financial Data Analyst
MissionSquare (formally Known As ICMA-RC)
10.2008 - 02.2017
Transactions Representative - Retirement Plans
T. Rowe Price
05.2005 - 09.2008
Bachelor of Science - Computer Information Systems
Towson University
High School Diploma -
Seneca Valley High School