LAURE PANTIN-MURRAY
Boston,MA
Summary
Professional with a strong background in customer interactions and service solutions, bringing a wealth of skills to ensure customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving to effectively address customer needs. Adaptable team collaborator focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach, consistently meeting both customer and organizational goals. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates, leveraging strong communication and problem-solving skills to enhance the overall customer experience.
Overview
26
26
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Eversource
05.2014 - Current
- Establishing, transferring, or closing electric and gas services for existing and new customers
- Assist residential and commercial clients with electric outages, gas emergencies, and regulatory updates, including but not limited to tests and adjustments
- Support customers who need assistance maneuvering through the web portal to complete the account set-up, processing monthly payments, and downloading monthly statements are a few frequently used transactions
- I assist with payment inquiries, cancellations, and bill adjustments
- Direct solar companies and customers through onboarding, addressing solar credit-related billing issues, and assisting with payment arrangements
- Distribute emergency support during storms, including updates on rehabilitation, and correlate with emergency teams to address electrical outages and equipment damages
CLIENT SERVICE ASSOCIATE II
State Street
01.2012 - 03.2014
- Client Request & Documentation: Overview and submitted client request following client documentation and SSB procedure, along with reconciling market trades to accounting and custody systems
- Cash & Asset Management: Handle charitable and individual gifts, while producing both cash and asset deposits; ensure proper operation of processing of client deposits(cash and electronic)
- Discrepancy Resolution: Communicate internal and external client discrepancies related to new policies and procedures
- Client Communication: Coordinate with front-office teams to settle invalid client requests and ensure proper documentation is taken for courier( checks, account docs, compliance letters)
- Process Improvement: Developed and implemented procedures for nightly audits of client requests and making sure of accuracy and compliance
- Collaboration with COE: Provided daily commitment for processing inquiries with the COE team in Pune, India
- Team Leadership & Quality Improvement: Attended and Led the meetings to pivot the focus on quality and assisted teams with cash-relation inquiries
- Tax compliance: Assisted with tax compliance correction for qualified accounts
DCS FUND ACCOUNT SENIOR SPECIALIST
KForce/JP Morgan
09.2007 - 03.2010
- Corporate Action Leadership: Guided the Corporate action team through complex measures, ensuring compliance with recommendations and accuracy in action
- Reporting & Analysis: Processed Weekly and monthly reports for discussion in management meetings, contributing to strategic management
- Income & Accrual Management: Maintained accurate accrual periods and approved the application of income to day-to-day and monthly accounts
- Process Improvement & Automation: Identified opportunities and contributed to developing cross-divisional automation and system enhancements
- Equity Management: Managed foreign and domestic equities, verifying voluntary and mandatory corporate actions aligned with market calculations
- Cross-Team Collaboration: Acted at the forefront between Pricing and Pension teams to secure pricing accuracy and alignment
SECURITIES ANALYST III
Veritude/Fidelity
01.2007 - 08.2007
- Maintained foreign and domestic equities; verified voluntary and mandatory actions following the market calculations
- Processed weekly and monthly reports to be discussed in the monthly managers' meeting
- Maintained correct accrual periods verified and applied income to daily and monthly accounts
- Manually processed all corporate actions via macro accounts holding the security
- Notified correct Fund Accountants of failed sells and buys
DCS SENIOR ACCOUNT ADJUSTER
Boston Financial Data Services
04.2005 - 12.2006
- Investigated research requests generated from multiple sources (plan sponsors, participants, fund companies, third-party administrators) to determine necessary corrective action
- Obtained all appropriate backup documentation using image documents, microfiche, and archived records to trace issues to their source
- Determined needs for adjustments and outside party indemnification
- Liaison between multiple clients under time-sensitive deadlines; Minimize potential 'as-of' losses
DCS FUND LIAISON
Boston Financial Data Services
06.2003 - 01.2005
- Handled Fund inquiries regarding various company operational policies and procedures, including individual shareowner account problems
- Participated in conference calls and other meetings with fund representatives
- Processed Trades and exchanges
- Assisted Management with daily and weekly reporting, including year-end reports
DEFINED CONTRIBUTED PLAN SPECIALIST I.II.III
Boston Financial Data Services
06.1999 - 01.2003
- Posted transactions (including trades) to shareholders accounts
- Responded to participant, plan sponsor, agent, and broker inquiries by Federal and State guidelines
- Reviewed and processed 401K withdrawals in compliance with the plan documentation and the Department of Labor's regulations for retirement accounts
- Calculated and set up loans by SEC regulations
- Identified and documented system problems directly to technical support
Education
Real Estate Agent
Freedom Trail Realty School
Boston, MA04-2024
Individual & Family Income Tax Filings
HR Block Income Tax
HR Block11-2018
Business Management - Accounting
Quincy College
Quincy, MA05-1985
Skills
- Microsoft 365, Office, Team
- Written & verbal Communication
- Attention to detail
- Problem resolution
- Team collaboration
- Defining performance metric and evaluations
- Empathy and patience
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, with accuracy and efficiency in Eastern MA.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Collaborated with team of 13 in the development of Workforce Blending Strategies.
Certification
- Basic Life Support Certification (BLS)
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Eversource
05.2014 - Current
CLIENT SERVICE ASSOCIATE II
State Street
01.2012 - 03.2014
DCS FUND ACCOUNT SENIOR SPECIALIST
KForce/JP Morgan
09.2007 - 03.2010
SECURITIES ANALYST III
Veritude/Fidelity
01.2007 - 08.2007
DCS SENIOR ACCOUNT ADJUSTER
Boston Financial Data Services
04.2005 - 12.2006
DCS FUND LIAISON
Boston Financial Data Services
06.2003 - 01.2005
DEFINED CONTRIBUTED PLAN SPECIALIST I.II.III
Boston Financial Data Services
06.1999 - 01.2003
- Basic Life Support Certification (BLS)
- Microsoft Office Specialist (MOS) - Microsoft.
Real Estate Agent
Freedom Trail Realty School
Individual & Family Income Tax Filings
HR Block Income Tax
Business Management - Accounting
Quincy College
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