Edward Marcanthony
SAINT PETERSBURG
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Ready to tackle new challenges, build new relationships and contribute to team success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tax and Regulatory Analyst
Transamerica Life Insurance Company
09.2016 - 02.2025
- Prepared 1099INT and 1099R tax forms for insurance policy holders.
- Provided guidance to business units for maintaining compliance with applicable laws and standards.
- Wrote or updated standard operating procedures, work instructions or policies.
- Collaborated with cross-functional teams to address any identified gaps in compliance or areas requiring improvement.
- Received, researched and resolved consumer inquiries.
- Assisted in risk assessment and mitigation efforts, identifying potential areas of noncompliance.
- Assisted in internal audits and market conduct exams
Quality Assurance Analyst
Transamerica Life Insurance Company
06.2014 - 09.2016
- Mentored and coached customer service reps on QA topics and strategies.
- Reported progress, test metrics and results to contact center supervisors and customer service reps.
- Participated in meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Led presentations with new hires in the contact center to review QA standards and grading scale
Customer Service Representative
Transamerica Life Insurance Company
05.2013 - 06.2014
- Handled phone calls from insurance policy holders.
- Handled escalated calls efficiently as a Team Lead.
- Worked an internal phone line assisting other customer service reps in researching and resolving issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Arts - Accounting
College of Central Florida
Ocala, FLSkills
- Data analysis
- Teamwork and collaboration
- Interpersonal skills
- Critical thinking
- Excellent communication
- Adaptability and flexibility
- Relationship building
- Microsoft Excel
- PowerPoint
Certification
LOMA - ALMI
Timeline
Tax and Regulatory Analyst
Transamerica Life Insurance Company
09.2016 - 02.2025
Quality Assurance Analyst
Transamerica Life Insurance Company
06.2014 - 09.2016
Customer Service Representative
Transamerica Life Insurance Company
05.2013 - 06.2014
Associate of Arts - Accounting
College of Central Florida
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