Nakia Dewitt
Grimes
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
8
8
years of professional experience
Work History
Post Issue Resolution Specialist II - Annuities
Global Atlantic Financial Group - The Palmer Group
10.2022 - Current
- Participates as an active member of a team of policyholder service processors engaged in the processing of Annuity Post Issue death claim service requests
- Implemented and coordinated training programs, designed and developed training materials, including presentations, SOP's etc
- For multiple teams at Global Atlantic
- Developed and maintained training calendar, maintained accurate training records for compliance and audit purposes
- Works closely with Legal, Product, Compliance and Underwriters
- Review documents for financial transaction requests to determine what is needed to process i.e.: forms, signatures, supporting documentation, and death certificates prior to contacting clients
- Organized and prioritized workload to ensure that issues are resolved in a timely manner
- Maintain internal databases and systems to thoroughly document work activities and ongoing communication with assigned cases
- Supervises as first point of contact for EXL Teams in post issue annuities.
Operations Administrator
FedEx Ground
01.2022 - 03.2024
- Served as frontline customer service to receive, solve and/or escalate customer inquiries and issues
- Provided clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing, and answering telephone calls
- Reviewed, researched, and entered data into various systems to support respective functional area
- Additional Quality Assurance/Loss Prevention essential functions
- Supported ability for timely delivery and mitigates loss and damage by performing address searches/ corrections.
Customer Service Associate
The Palmer Group
02.2020 - 03.2024
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Completed assessments with members over the phone
- Identified issues, analyzed information, and provided solutions to problems
- Completed Inbound calls from members in a timely manner
- Met customer call guidelines for service levels, handle time, and productivity.
Front Desk Receptionist
Waxing the City
10.2018 - 03.2024
- Managed multiple tasks and met time-sensitive deadlines
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Teller
Wells Fargo
07.2016 - 03.2024
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Reconciled cash drawer and resolved discrepancies
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Audited fellow teller currency to contribute to dual-control procedures.
Customer Service Representative
CDS Global
01.2016 - 03.2024
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Participated in team-building activities to enhance working relationships
- Educated customers about billing, payment processing and support policies and procedures.
Education
High school diploma -
Lincoln High School
05.2016
Skills
- Strong understanding of Annuity and Life products, procedures and related processes
- Presentation and communication skills, with the ability to engage learners and adapt training delivery to various audiences
- High level experience with Microsoft Office suite of products (PPT, Excel, Word, Outlooks, Forms etc)
- ability to work independently and collaboratively in cross-functional teams
- ForeCare, Ingenium etc
- Proven leadership skills to influence others
- Excellent data entry and navigation
- Strong analytical and problem solving skills
- Trained onboarding and current team members
Timeline
Post Issue Resolution Specialist II - Annuities
Global Atlantic Financial Group - The Palmer Group
10.2022 - Current
Operations Administrator
FedEx Ground
01.2022 - 03.2024
Customer Service Associate
The Palmer Group
02.2020 - 03.2024
Front Desk Receptionist
Waxing the City
10.2018 - 03.2024
Teller
Wells Fargo
07.2016 - 03.2024
Customer Service Representative
CDS Global
01.2016 - 03.2024
High school diploma -
Lincoln High School
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