Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Coble

Manasquan,New Jersey

Summary

Results-driven Business Process Analyst with a proven track record of success in a fast-paced financial service center. Highly regarded for adaptability, collaborative teamwork, and expertise in quality assurance, data analysis, and process optimization. Skilled at identifying client concerns and implementing strategic improvements to enhance customer satisfaction. Exceptional communication and problem-solving abilities enable successful multitasking in dynamic team environments, ensuring compliance and elevating service standards.

Overview

14
14
years of professional experience

Work History

Business Process Analyst

PGIM Investments
06.2020 - Current
  • Demonstrated adaptability by collaborating with cross-functional teams to resolve complex cases
  • Used analytical abilities to review fraudulent cases and resolve related issues
  • Responded to client inquiries via our Chat site as well as via email requests
  • Displayed a commitment to client satisfaction by promptly addressing clients concerns by making business decisions to ensure our clients needs are met and accommodated in an expeditious manner and to avoid further escalation
  • Consistently sought opportunities to enhance process efficiency, identifying and recommending workflow improvements
  • Provided training via Teams to team members on process changes
  • Leveraged strong communication skills to bridge gaps between departments to ensure seamless information flow
  • Recognized as a dependable team resource for rapidly troubleshooting complex issues as well as proactive problem-solving and a commitment to superior client service, frequently collaborating across teams to implement best practices
  • Provided timely feedback to management on potential risks and opportunities for further process enhancements
  • Monitor daily reports to provide feedback to management

Senior Customer Service Associate

Prudential Financial
10.2012 - 06.2020
  • Coordinated case data and rationale with contacts from involved offices
  • Handled escalated cases involving customer complaints
  • Worked with the investigation and fraud teams to ensure clients’ accounts were secure
  • Review business queues to ensure to timely response for their transactions
  • Developed client relationships as a problem solver for any of their future inquiries
  • Created and oversee the procedural site for the service center. Involving site updates and material review of information
  • Worked across business units to provide instruction and forms for clients accounts upon their passing

Sr Customer Service Associate

Prudential Mutual Fund Services LLC
04.2011 - 10.2012
  • Assisted Supervisor with daily call center activities
  • Handled high volume of inbound/outbound calls
  • Took initiative and ownership of call center projects
  • Provided review and assistance to clients via telephone on their investment transactions
  • Evaluated caller needs and found ways to efficiently resolve their inquiries
  • Assisted less experienced call representatives in resolving their client’s questions

Education

B.A. - Business Administration and Marketing

Georgian Court University
Lakewood, NJ
01.1994

Skills

  • NASD Series licenses: 6, 26 and 63
  • Written Correspondence
  • Excellent interpersonal and communication skills
  • Report Preparation
  • Conflict Resolution
  • Customer Relationships
  • Problem Resolution
  • Interpersonal communications

Timeline

Business Process Analyst

PGIM Investments
06.2020 - Current

Senior Customer Service Associate

Prudential Financial
10.2012 - 06.2020

Sr Customer Service Associate

Prudential Mutual Fund Services LLC
04.2011 - 10.2012

B.A. - Business Administration and Marketing

Georgian Court University

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