MELBY CHOW
Bridgeport
Overview
16
16
years of professional experience
Work History
Senior Client Service Associate
Northwestern Mutual
07.2023 - Current
- Onboarded clients for applications.
- Imported client information into Client Relationship Management (CRM).
- Processed life, disability, variable universal life, and annuity applications.
- Contacted other financial institutions for rollovers and 1035 exchanges.
- Followed up with third parties for client medical records.
- Ordered medical examinations.
- Actively managed underwriting process and regularly followed-up on outstanding requirements.
- Updated clients on underwriting.
- Managed representative's calendars along with scheduled client policy delivery meetings.
- Obtained Policy Delivery Requirements from clients via DocuSign.
- Conducted regular one-on-one meetings with assigned representatives.
- Processed service requests from clients along with account maintenance requests.
- Maintained daily bank deposits, checked, and ordered logs for Agency Supervisory review/approval.
- Processed service requests, including funds disbursements and account transfers.
- Opened and distributed mail and prepared outgoing Northwestern Mutual Investment Services.
Director of New Financial Representative Support
Northwestern Mutual
07.2022 - 06.2023
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
- Developed training documents for onboarding employees.
- Supervised overall client services and acted as liaison between clients.
- Collaborated with sales support, client services and operations colleagues to deliver superior client service and maintain mutually beneficial relationships.
- Checked in with clients to confirm comfort throughout appointments and services.
Sales Administrator
Porsche Fairfield - Penske Automotive Group
12.2017 - 06.2020
- Reception - answered phone calls on inquiries to new and pre-owned vehicles
- Kept lounge area stocked and clean
- Order office supplies
- Answered internet leads within a timely manner, assign to salesperson
- Biller/ prepared documents for the F&I manager to sign with clients
- DMV Clerk/ registered new, pre-owned vehicles
- Out of State registrations/coordinating with out of state vendors to complete vehicle registrations
- Title Clerk/ Organized titles, stamp, notarize and sign titles accordingly
- Followed up with previous financial institutions to receive current titles of vehicles
- Organized work events/customer events on vehicle launches
- Updated new/used vehicle inventory once a week
- Organized and Fedex out bank contracts to each financial institution as according to the vehicle purchase
- Assistant to the General Manager and Finance Manager
- Arranged dealer swaps with other dealerships
- Communicated with vendors regarding invoices
- Arranged transportation for customers and vehicles
Customer Service Rep.
Fairfield Collision Center - Penske Automotive Group
07.2015 - 12.2017
- Responded to customer requests for products, services, and company information.
- Served as a liaison between the dealership and its customers and represents the dealership at various public relations events
- Supervised all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety
- Implemented customer satisfaction programs
- Administered Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnaires
- Communicated results of CSI to management and employees by defining scores and grading dealership based on graded scale
- Understood the terminology of the automobile business and keep abreast of technology changes in the product
Cashier/Server
The Cheesecake Factory
07.2014 - 08.2015
- Delivered exceptional, friendly and fast service
- Answered questions about menu selections and made recommendations when requested
- Accurately recorded orders and partnered with team members to serve food and beverages that exceed guests' expectations
- Skillfully anticipated and addressed guests' service needs
- Managed closing duties, including restocking items and cleaning
- Effectively communicated with kitchen staff regarding guest allergies, dietary needs and other special requests
- Consistently adhered to quality expectations and standards
Call Center Representative/ Dietitian Assistant
St. Vincent's Medical Center
12.2008 - 01.2015
- Mediated patient concerns regarding meal service
- Anticipated patient/team member needs and service them
- Served as a quality assurance control point for every aspect of the room service program
- Documented and implemented verbal and computerized diet orders and changes
- Contacted unit secretary to clarify discrepancies or inaccuracies
- Monitored and controled intake of restricted items, as appropriate, by tallying and documenting these items
- Implemented physician diet order, reviews patients' menus for adequacy, and corrects or modifies diets within therapeutic guidelines
- Complied with nutrition care plan established by the Clinical Dietitian
- Alerted Clinical Dietitian to any patient problems or concerns to ensure all actions reflect overall program service goals
- Utilized the Diet Manual, sample menus and sample patterns as resources in reviewing menus
Education
High School Diploma -
Central High School
Bridgeport, CT06-2007
Skills
- Process improvement initiatives
- Effective problem solving
- Client onboarding
- Project management expertise
- Strong interpersonal skills
- Regulatory compliance
Timeline
Senior Client Service Associate
Northwestern Mutual
07.2023 - Current
Director of New Financial Representative Support
Northwestern Mutual
07.2022 - 06.2023
Sales Administrator
Porsche Fairfield - Penske Automotive Group
12.2017 - 06.2020
Customer Service Rep.
Fairfield Collision Center - Penske Automotive Group
07.2015 - 12.2017
Cashier/Server
The Cheesecake Factory
07.2014 - 08.2015
Call Center Representative/ Dietitian Assistant
St. Vincent's Medical Center
12.2008 - 01.2015
High School Diploma -
Central High School
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