Akilah Proctor
Jacksonville
Summary
Results-driven Senior Benefits Analyst known for productive and efficient task completion. Possess specialized skills in benefits administration, regulatory compliance, and data analysis. Excel in communication, problem-solving, and strategic planning, ensuring seamless benefits management and employee satisfaction.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Senior Benefits Analyst
Merrill Lynch
Jacksonville
09.2022 - Current
- Administering 401(k) plans for a large number of employers, including many fortune 500 companies
- Assist internal partners to facilitate requests originated by 401(k) participants and by the plan sponsors of the companies we service
- Accurately creating and reviewing 401(k) financial transactions involving stock, money market, and mutual fund trading.
- Processing withdrawals, fund transfers, QDRO, & beneficiary transactions, contributions and loan repayments within the SLA timeline for our clients.
Client Service Representative III
Bank Of America
Jacksonville
04.2018 - 09.2022
- Receive inbound calls routed to a specialty queue for Home Loans servicing.
- Up-skilled to second level queue within 4 months of hired role.
- Provide service to business partners, frontline associates and bankruptcy accounts.
- Service inquiries range from basic account information to complex questions.
- Fulfill client requests which include payments, transfers and account updates.
- Processing includes stop payments, internal transfers, account maintenance and other account specific updates based on client need.
- Present current promotional offers by advising clients of benefits and savings advantages.
- Meet sales stats on a monthly basis and consistently ranking in top 5 performers.
- Effectively able to deescalate heightened clients with their concerns.
- Actively listen and show empathy while providing exceptional client care.
- Routinely navigate through multiple systems and screens while assisting on a call.
- Proficient in ALS SMART, Interact, Vector, RMS, Procedure & Policy Guide (PPG).
Fraud Analyst
Citi Bank
Jacksonville
08.2016 - 03.2018
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Cashier
KFC
Orange Park
06.2014 - 08.2016
- Complete register transactions for customer purchases and maintain integrity with cash drawer custody.
- Reconcile and account for night deposits in preparation for bank drop.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
MBA -
Western Governors University
Salt Lake City, UT 10.2025 - 04.2026
Bachelor of Science - Human Resources Management
Florida State College At Jacksonville
Jacksonville, FL 08.2023 - 05.2025
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FLHigh School Diploma -
Westside High School
Jacksonville, FLSkills
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Creative Problem Solving
- Inbound and Outbound Calling
- Excellent Attention to Detail
- Proactive Self-Starter
- Call Volume and Quality Metrics
- Strong Analytical and Problem Solving Skills
- Efficient in MS Word, Excel, and Outlook
- Benefits Administration
- Data Management
- HR Compliance
Timeline
MBA -
Western Governors University
10.2025 - 04.2026
Bachelor of Science - Human Resources Management
Florida State College At Jacksonville
08.2023 - 05.2025
Senior Benefits Analyst
Merrill Lynch
09.2022 - Current
Client Service Representative III
Bank Of America
04.2018 - 09.2022
Fraud Analyst
Citi Bank
08.2016 - 03.2018
Cashier
KFC
06.2014 - 08.2016
Associate of Arts -
Florida State College At Jacksonville
High School Diploma -
Westside High School