Summary
Overview
Work History
Education
Skills
Timeline
Angela Henderson

Angela Henderson

Pittsburgh,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

29
29
years of professional experience

Work History

Operations Analyst Sr

PNC Investments
04.2013 - Current
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Improved team efficiency, training new staff on data entry protocols and software.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Funds Transfer Representative

PNC Bank
10.2012 - 04.2013
  • Process wire transfer payment requests in a timely and accurate manner
  • Responsible for processing all regular, restricted, and legal electronic funds transfers for PNC on various networks, including S.W.I.F.T., ACH, and FedWire
  • Build and verify deals within O’Charlie system for outgoing and incoming foreign currency wires 
  • Input data from offline report into Modify to update web wire deals in O’Charlie
  • Verify regular routing and incoming wires to assure that all information provided and or supplied is accurate before releasing the wire
  • Run daily reports to assure all wires are completed or properly cancelled
  • Research databases to verify customer name and account information
  • Process fee adjustments when necessary
  • Review customer accommodation wires assuring that electronic and faxed in paperwork matches and signed by the requestor
  • Assuring that signatures on the customer accommodation wire request matches the signature we have on file
  • Enter customer accommodation wires into system once approved by supervisor provided
  • Contact branch individual to clarify any questions concerning the customer accommodation wires assuring that all information is correct on form
  • Process ASAP wires via telephone request repeating back information to the request to assure information entered onto the wire is correct
  • Review incoming wires and determine if the belong in house or should be rerouted to FX group, MCA or other PNC departments
  • Send service messages to outside banks when a incoming wire is cancelled providing the reason for the cancellation
  • Contact FX traders office when wire is over approved amounts to obtain the appropriate rates
  • Train co-workers on international routing and procedures

Data Entry Clerk I for Telecom Billing

BANK OF NEW YORK MELLON
03.2012 - 03.2013
  • Responsible for opening mail, scanning invoices and data entry
  • Deliver invoices to individuals for processing
  • Pay invoices when not assigned to specific individuals
  • Handle various projects upon request

Customer Service Representative

FEDERAL RESERVE BANK OF CLEVELAND
05.2006 - 07.2011
  • Earned outstanding and excellent ratings out 4 of 5 years of service
  • Provide customer service for an average of 100+ calls daily, answer customer inquiries, solve problems, answer questions and provide new product information
  • Describe Savings Bonds to customers and accurately explain details and rates of each bond offered
  • Developed reputation as an efficient service provider with extremely high levels of accuracy
  • Respond to telephone inquiries from financial institutions and the general public regarding specific Bank products and services, including questions on regulations, policies, forms and procedures
  • Research and investigate inquiries and discrepancies related to accounts, purchases and transactions
  • Utilizes automated system to update and monitor customer account information
  • Selected to participate on several special projects: for example, acted in notifying over 1200 payroll companies of the discontinuation of the savings bond payroll program
  • Assist on a regular basis with supervisory calls assuring that the customers concerns and questions about their bonds are answered fully

Directory Assistant Operator

VERIZON
10.2003 - 05.2006
  • Processed 200+ calls daily, providing accurate telephone numbers as requested
  • Empowered to issue credits to customer accounts when necessary
  • Provided other services such as: reverse look-ups, movie listings, weather and sporting scores when requested through Directory Assistance option

Data Entry

US POSTAL SERVICE ENCODING CENTER
11.2002 - 05.2003
  • Processed daily mail by accurately entering highlighted information from letter images displayed via computer system
  • Ensured letters were delivered to correct designation
  • Supported each station as needed moving from station to station upon request

Customer Service Representative

AU BON PAIN
07.2002 - 11.2002
  • Prepared salads, sandwiches, soups and bake goods for daily operations
  • Setup and maintained front-line assuring the units were fully stocked for breakfast and lunch rush
  • Provided prompt and courteous service to all guests to maintaining consistent customer satisfaction
  • Earned management trust by responsibly opening the store

Customer Sales and Service Representative

AT&T
05.1995 - 05.2002
  • Provided customer service for an average of 100 + calls per day
  • Resolved customer inquiries for local and long distance billing, service, and product information
  • Negotiated the sale of local and long distance products for new and existing customers
  • Computed accurate sales prices for purchase transactions
  • Provided an elevated customer experience to generate a loyal clientele
  • Assisted customers with product and billing complaints
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
  • Participated in employee involvement teams which included preparing and organizing new programs, informing office of upcoming events and explaining how programs worked

Education

No Degree - Management Information Systems

Penn State University, Pittsburgh

Associates Degree in Specialized Technology - Le Cordon Blue Program in Pastry Arts

Pennsylvania Culinary Institute, Pittsburgh, PA
06.2002
  • President's List 2002

Skills

  • Conflict Resolution
  • Effective Solution Development
  • Strong Organizational Skills
  • Good Relations Developer
  • Seasoned Listening Skills
  • Excel/Access
  • Teams/Instant Messaging
  • Excellent Communication Skills
  • Spreadsheet Experience
  • Word/Powerpoint

Timeline

Operations Analyst Sr - PNC Investments
04.2013 - Current
Funds Transfer Representative - PNC Bank
10.2012 - 04.2013
Data Entry Clerk I for Telecom Billing - BANK OF NEW YORK MELLON
03.2012 - 03.2013
Customer Service Representative - FEDERAL RESERVE BANK OF CLEVELAND
05.2006 - 07.2011
Directory Assistant Operator - VERIZON
10.2003 - 05.2006
Data Entry - US POSTAL SERVICE ENCODING CENTER
11.2002 - 05.2003
Customer Service Representative - AU BON PAIN
07.2002 - 11.2002
Customer Sales and Service Representative - AT&T
05.1995 - 05.2002
Penn State University - No Degree, Management Information Systems
Pennsylvania Culinary Institute - Associates Degree in Specialized Technology, Le Cordon Blue Program in Pastry Arts

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Angela Henderson