KATTY WRAY
Huntersville,NC
Summary
Dynamic professional with extensive experience at Principal Financial Group, excelling in customer-focused service and data analysis. Proven ability to enhance workflow efficiency using SQL and Microsoft Excel, while maintaining meticulous attention to detail. Recognized for driving successful outcomes in complex projects and delivering exceptional support to clients.
Overview
28
28
years of professional experience
1
1
Certification
Work History
New Business Case Coordinator - Life Insurance
Principal Financial Group
Charlotte, NC
12.2022 - Current
- Advised agencies on administrative and state requirements for new business applications via phone calls and emails.
- Followed up to ensure completion of underwriting requirements.
- Utilized BPM Worklist, Admin Launcher, and CCA systems to enhance workflow efficiency.
Bilingual Retirement Specialist II [Tier 4] - Participant Contact Center
Principal Financial Group
Charlotte, NC
02.2021 - 11.2022
- Educated and assisted participants with inquiries related to their 401(k), 403(b), 457, or NQ retirement accounts.
- COE Specialized Team -Death Notifications (July 2022 - November 2022). This dedicated team was created to support the Participant Call Center with handling Death Notifications on the retirement accounts. We received calls from family members when a retirement account participant had passed away. We utilized Work Orders to followed up on accounts until the disbursement of funds to the designated beneficiary took place within Salesforce.
- Utilized Salesforce, Express, and CCA (mainframe).
Bilingual Customer Service Representative
CBRE
Charlotte, NC
07.2019 - 02.2021
- Company Overview: AT&T Retail Account Call Center
- Facilities Management Help Desk representative supporting the AT&T stores nationwide including the Puerto Rico market.
- Handled inbound calls from AT&T owned stores, vendors, technicians, and AT&T property managers for their facilities' maintenance needs.
- Place outbound calls for the proper dispatching process of emergency work orders.
- Maintained detailed log file of all work orders modified per call received and perform a two-hour follow up on the emergency calls already placed.
- Responsible for the Work Order Verification/Customer Satisfaction Surveys and next day follow up of emergency work orders in between calls.
- AT&T Retail Account Call Center
Financial Planning & Analysis - Financial Analyst
Cerveceria Hondureña
09.2007 - 06.2010
- Company Overview: Cerveceria Hondureña is a subsidiary of the AB Inbev group. Authorized bottler for Coca-Cola Products in the country and the biggest Beer producer in Honduras.
- Directed the Updating and Implementation process of the Budget System that was used to run the Profit Forecast for the quarterly and annual revisions for the company.
- Created and implemented a small application (MS Access) that would consolidate and track the Direct Marketing Investment budget adjustments by Brand.
- Responsible for tracking Cash Flow Forecast report by expense group and currency type.
- Responsible for updating Brand & Pack Profitability report that would be used as analysis tool for our Quarterly and Yearly Budget review.
- Cerveceria Hondureña is a subsidiary of the AB Inbev group. Authorized bottler for Coca-Cola Products in the country and the biggest Beer producer in Honduras.
Credit Analyst
Cerveceria Hondureña
04.2005 - 09.2007
- Was responsible for creating and updating all type of structured reports (pivot tables) that needed to be generated on MS Access/Excel from the AS/400 based system. These reports were the main Accounts Receivable information used by the company -in 13 Distribution Centers and Sales Team Leaders around the country.
IT Help Desk
Bay Island Sportswear
, USA
04.2004 - 04.2005
- Company Overview: Bay Island Sportswear is a textile manufacturing company based in Greenwood, SC, with an operating production plant in Honduras.
- Help Desk and Technical support for computer users (20).
- Worked as Programmer for the production system information where the company could have control over the production lots. Programming Tool: Centura (SQL/Gupta). Database: MySQL.
- Bay Island Sportswear is a textile manufacturing company based in Greenwood, SC, with an operating production plant in Honduras.
IT Programmer & Help Desk
Skip's de Honduras
05.2001 - 04.2003
- Company Overview: Skip's de Honduras was a textile manufacturing company based in Philadelphia, with an operating full-package production plant in Honduras.
- IT Help Desk for computer users (85).
- Developed and Implemented a Production System to track their production information related to every one of their plants (Cutting, Sewing, Screen Printing, Washing and Packing). This change represented an improvement in system response/update that went from 3 minutes to 30 seconds. Programming Tool: Centura (SQL/Gupta).
- Skip's de Honduras was a textile manufacturing company based in Philadelphia, with an operating full-package production plant in Honduras.
IT Coordinator
Finca S.A.
03.2000 - 10.2000
- Company Overview: Finca is a distributor of imported fertilizers and agricultural industry supplies.
- IT Help Desk for computer users (10).
- Direction and control of the whole implementation process for a new software package that consisted of Inventory, Accounts Payable, Accounts Receivable, Bookkeeping and Bank modules (WinPAQ).
- Responsible for Inventory Module as well as Management Reporting about Sales numbers -by salesperson and product inventory on their 3 warehouses.
- Finca is a distributor of imported fertilizers and agricultural industry supplies.
Administrative Projects Assistant
Soltec S. de R.L.
12.1996 - 11.1999
- Company Overview: Soltec was a software development company.
- Worked as Help Desk/Programmer for customers working with the Accounting System in San Pedro Sula and Tegucigalpa. Programming Tool: Centura (SQL/Gupta).
- Programming maintenance for the Administrative System on Inventory, Invoicing, Accounts Receivable and Bookkeeping.
- Soltec was a software development company.
Education
BACHELOR'S DEGREE - INFORMATION TECHNOLOGY
UNIVERSIDAD DE SAN PEDRO SULA
San Pedro Sula, HONDURAS05.2001
Skills
- Structured Query Language (SQL)
- Data visualization (Power BI)
- Customer-focused service
- Attention to detail
- Microsoft Excel proficiency
Certification
- FLM LEVEL 1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
New Business Case Coordinator - Life Insurance
Principal Financial Group
12.2022 - Current
Bilingual Retirement Specialist II [Tier 4] - Participant Contact Center
Principal Financial Group
02.2021 - 11.2022
Bilingual Customer Service Representative
CBRE
07.2019 - 02.2021
Financial Planning & Analysis - Financial Analyst
Cerveceria Hondureña
09.2007 - 06.2010
Credit Analyst
Cerveceria Hondureña
04.2005 - 09.2007
IT Help Desk
Bay Island Sportswear
04.2004 - 04.2005
IT Programmer & Help Desk
Skip's de Honduras
05.2001 - 04.2003
IT Coordinator
Finca S.A.
03.2000 - 10.2000
Administrative Projects Assistant
Soltec S. de R.L.
12.1996 - 11.1999
BACHELOR'S DEGREE - INFORMATION TECHNOLOGY
UNIVERSIDAD DE SAN PEDRO SULA
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