Chaloette Smith
Raleigh,North Carolina
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
22
22
years of professional experience
Work History
Prize Analyst
North Carolina Education Lottery
11.2017 - Current
- Validate and check-in daily mail
- Enter mailed claims into the Aurora system
- Process winners >$100K, direct deposit or check
- Create correspondence from tickets received using
a database in RMS for all pending, non-winning,
expired, mutilated, or already paid tickets - Provide customer service to regional offices and
lottery participants - Process Lucke-Rewards/Second Chance in LuckeRewards database
- Assist bank with check verification
- Prepare spreadsheet with retailer adjustments
- Audit End Caps of daily work
- Prepare reports for upper management and daily
balancing
Customer Service Representative I
North Carolina Education Lottery
10.2014 - 11.2017
- Correspond with players and retailers by answering and logging incoming calls
- Provide input and feedback from players and retailer interaction
- Preparing and processing retailer requests
- Processes adjustments by logging retailer and ticket information; organizing adjustments
- Maintain databases by updating Retailer Management System and ES with completion dates
- Assist players with game question and Lucke-Zone
- Analyze and verifying data by using VLOOKUP verification to filter out data into spreadsheets.
Operations Analyst
Aerotek/Wells Fargo
11.2013 - 01.2014
- Reviewed Mortgage Loan Originators (MLO) uniform individual mortgage registration from (MU4R) information in the SAFE registration system
- Communicated with MLOs regarding MU4R completion, submission and attestation
- Reviewed daily reports for MU4R submissions
- Requested and reviewed any necessary supporting documentation for registration information
- Researched Nationwide Mortgage Licensing System and Registry (NMLSR) to find any derogatory information and/or existing NMLSR IDs
- Ensured any MLO’s MU4R information is entered into the NMLSR accurately.
Client Management Representative II
Fidelity Investments
06.2011 - 11.2013
- Provided first point of contact for employees, managers, former employees and other, to answer/discuss all questions/concerns they may have regarding their plan sponsored benefits and proved education on how to obtain the most out of their plan benefit plans
- Supported interactions via telephone, email, and other technology
- Administration of the following plans/programs health insurance, medical, dental, vision, wellness, flexible spending plan and other benefit programs
- Maintained current on changing Federal and State Regulations and legislation that may affect employee benefits (i.e
- HIPPA, COBRA, and ERISA)
- Processed new enrollments, eligibility determination, employee change requests and termination
- Entered employee data into the HRIS system and verified information was accurate and adhered to corporate standards
- Processed billing inquiries and reconciliation
- Researched billing errors and initiated reverse transactions as necessary
- Provided recommendations for process improvements and sought opportunities to provide value added solutions to meet business needs
- Supported other service center responsibilities and tasks as needed.
Problem Resolution Representative III-Garnishments
Fidelity Investments
10.2009 - 06.2011
- Processed on-cycle, special check, and off-cycle transactions
- Worked closely with participants through inbound and outbound phone calls to answer/discuss all questions/concerns they may have
- Third party consultations with attorneys and or court representatives concerning legal documents
- Actively managed, maintained and processed an average of 450 legal writs
- Identified and resolved problems in a timely manner; works well in group problem solving situations
- Identified and reported on current trends and issues
- Prepared monthly and ad-hoc reports, ran query reports with Excel
- Well versed in state statues concerning garnishment law
- Researched, processed and resolved complex garnishment issues
- Maintained and adhered to client service level agreements
Senior Case Manager Leave of Absence
Fidelity Investments
09.2004 - 10.2009
- Provided ongoing subject matter expertise to managers and employees to ensure they understand roles and responsibilities as they relate to a specific case or service transaction (i.e. managing workload as result of a leave of absence)
- Calculated (and/or review) workups for overpayments and retroactive pay
- Set up overpayments and respond to related interrogatories
- Reviewed payroll error reports
- Demonstrated understanding of payroll cycle/calendar
- Assessed relevance of data in the analyses of payroll transactions
- Assisted with administrative components to support the leave of absence process (i.e. generation leave communications)
- Managed a caseload of 200-250 leave of absence cases (including but not limited to intermittent, family care, maternity, paternity, military, short-term disability, and unpaid leaves)
- Acted as primary contact to answer policy related inquiries regarding routine and complex issues and escalated when appropriate; ensure requests are responded to in a manner consistent with service level agreements
- Adheres to all Fidelity and external regulatory requirements to ensure compliance with state and federal regulations (i.e.FMLA, ADA, USERRA, Workers’ Compensation)
- Ensured that all client specific material, such as but not limited to, client procedures, client communications and unique client information is up to date and accurate
- Consulted with key vendors to provide routine direction and ensure services provided are consistent with service level agreements
- Managed leave of absence transition project for Bank of America acquisitions (Fleet, MBNA, and US Trust)
- Set up and provided educational materials to India counterparts on leave of absence alerts and return to work policies and processing
- Facilitated new hires in end to end leave of absence process as well as daily training opportunities for group members, along with creating and distributing training materials
- Prepared presentations, documents, spreadsheets and reports as needed.
- Supported various leave of absence projects/activities as needed
Customer Service Representative
Fidelity Investments
08.2002 - 09.2004
- Provided resolution to employees with issues related to payroll, travel expense account, health and welfare and enrollment packages
- Maintained accurate records of discussions or correspondence with employee
- Recognized as a subject matter expert for solving IT travel and reimbursement problem tickets
- Provided accurate human resource information to external customers
- Facilitated, assembled and presented training modules for phone representative
Education
Bachelor of Science in Business Management -
University of Phoenix
Raleigh, NC05.2007
Skills
- Benefits Administration
- Payroll Processing
- Outstanding Customer Support
- FMLA/ADA
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- HR Policies & Procedures
- Building Key Strategic Relationships
Key Qualifications
Dynamic, proactive, and highly-motivated professional with practical experience and solid understanding of various HR policies that include leave of absence, payroll processing, benefit administration and customer service. Proven expertise in research and analysis and problem determination. Thrive in both independent and team-based ventures; established well-structured workflow and effective team environment to increase efficiency. Skilled at balancing and organizing efforts to accomplish specific job as well as defining corporate objectives and specifications. Thrive in both independent and team-based ventures; utilized hands-on and detail-oriented approach in completing assigned tasks to ensure achievement of company goals. Quick learner; easily grasp new ideas and concepts combined with proficiency in applying Microsoft Office Suite; Lotus Notes, PDF, Windows XP Professional, and Internet Explorer.
Timeline
Prize Analyst
North Carolina Education Lottery
11.2017 - Current
Customer Service Representative I
North Carolina Education Lottery
10.2014 - 11.2017
Operations Analyst
Aerotek/Wells Fargo
11.2013 - 01.2014
Client Management Representative II
Fidelity Investments
06.2011 - 11.2013
Problem Resolution Representative III-Garnishments
Fidelity Investments
10.2009 - 06.2011
Senior Case Manager Leave of Absence
Fidelity Investments
09.2004 - 10.2009
Customer Service Representative
Fidelity Investments
08.2002 - 09.2004
Bachelor of Science in Business Management -
University of Phoenix
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