Stephanie Schor

• Support clients from Legal & General's US Pension Risk Transfer business.
• Handle incoming processing for assigned book of business while ensuring timely customer service provided to annuitants.
• Process and handle monthly payments, new payment set ups, death processing and daily/monthly reconciliation of files.
• Complete all other tasks and projects assigned by supervisor/manager.
• Participate in team trainings to further develop understand and processing of analyst related job responsibilities.
• Ability to collaborate in team environment and partner with various departments on process advancement.
• Ability to make independent decisions and take ownership to resolve potential problems
• Effectively communicate solutions in friendly and upbeat manner.

• Hired permanently as member of team after working for Ultimate Staffing from January 2020 through May 2020.
• Dedicated Associate with extensive experience promptly identifying annuitants' needs and recommending solutions to accomplish clients' goals.
• Strong communicator focused on delivering outstanding customer care.
• Highly adaptable team leader with excellent background of quick and effective performance
• Ability to make independent decisions and take ownership to resolve potential problems
• Effectively communicate solutions in friendly and upbeat manner.
• Provide highly engaged, efficient, and diplomatic customer service to existing annuitants via phone and written correspondence (email box, faxes) and determine which department to partner with for next steps as necessary.
• Apply rigorous, solution-seeking approach to callers' inquiries to improve annuitants' experience and mitigate callbacks by referencing certificates, images, notes, and accounting holistically.
• Ensure accurate entry of data from Power of Attorney, Guardianship, and Estate documentation into annuitant certificates in Privileged Access Management (PAM).
• Diligently flag tasks for Retirement Services Pension Analysts on ongoing basis and act on their requests.
• Review return mail and use TLO and LexisNexis online database research tools to locate missing annuitants with eye towards certificate resolution.
• Thoroughly research benefit payment processing inquiries and establish new direct deposit set up. Process death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, and beneficiary changes.
• Provide annuitants with year-end tax information and support annually.
• Proactively seek skill-building opportunities while developing effective working relationships within organization.
• Demonstrate capacity for deep learning, curiosity, targeted problem-solving, and sharing knowledge with colleagues. Act as informal resource and “learning moment coach” for new and veteran fellow associates on procedures and subject matter and interface with analysts.
• Actively engage in continuous process improvement and refinement by identifying problems and working with senior management to develop effective solutions.
• Complement team goals with excellent individual time management, project management, and effective decision-making skills.
• Endeavor to maintain track record of high quality control and performance statistics in mid- and annual-evaluations.

Successful Projects

• Identify innovative solutions with management such as acting as sole lead associate handling Proxybox email/fax correspondence and associated tasks in more timely manner.
• During month of July, processed 836 emails and prepared 155 related pension commencement kits.
• Created inaugural process documentation for Proxybox and commencement kit mailing for team access.
• Worked in tandem with management and team to implement methods to efficiently streamline completion of tasks.
• Co-delivered with analyst online presentation to department management in Q3 2023 “Process Improvement Initiative: Tasks and Doc Type Enhancements” outlining enhancements to PAM and Indexer processes for increased analyst, associate, and customer satisfaction.
• Volunteered to work with management to revamp training manual for retirement associates (procedures, forms, correspondence templates and online help tools) to reflect current processes in a more user-friendly format.

• Triaged and processed 150-200 customer inquiries per week for appliance diagnostic, installation, repair and maintenance services for residential and property customers across Washington metropolitan area
• Provided high-touch, full-cycle customer service via phone, email, and online review platforms (Yelp, Angie's List) in consistently fast-paced business environment from appointment scheduling to final invoicing
• Maintained consistently high standards for accurate data entry input from intake point to delivery of service for each customer including unique customer information, invoice details on pricing and parts, and technician's technical notes
• Interfaced with vendors and suppliers to obtain part prices and labor estimates, locate parts, submit part orders, and coordinate part pick up with scheduled customer delivery and installation
• Handled all accounts receivable activities including finalization of invoices, scheduled delivery of invoices, and reports
• Calculated payroll rates for four technicians
• Applied advanced planning, coordination, and progress tracking skills to avoid scheduling conflicts and mitigate service delivery delays and maintain positive customer satisfaction
• Communicated with employer, technicians, and vendors and suppliers to address and resolve issues in timely manner

Successful Projects

• Researched and instituted company's first-ever website customer relationship management system (GetJobber.com) to aggregate and maintain each customer's data, billing, scheduling, and service appointments
• Recommended and instituted online intake form (Jotform.com data collection platform) to facilitate customers' ability to reach company in real time via email if phone was busy and to facilitate customer record set up through pre-populated data email field capture
• Credited by employer for substantial increase (over 2,000) in ‘outstanding' level customer reviews resulting in company's marketing search ranking as highest rated appliance services business in region.