RESUME

Objectives:

Experience:

FirstEnergy Akron, OH April 2000 - Present

Admin Tech II October 2012 - Present

Preparing pension estimates and final calculations as required
Utilizing the SAP system to enter retirements and Qualified Domestic Relations Orders (QDRO)
Providing administrative pension support for current and former employees, surviving family members and HR field representatives
Validating pension earnings and service utilizing the SAP system to enter retirement and QDRO information
Processing death claims and establishing survivor records for payment in the SAP system
Providing quality customer service to internal and external customers
Performing mail processing duties and coordinating the scanning of records using imaging technology
Participating in special project assignments as directed by management
Preparing various reports using Ad Hoc Query and Business Warehouse (BWP)
Proficient in the use of Microsoft applications

Senior Customer Service Associate April 2000 – October 2012

Researched and responded to customer’s phone, web and faxed inquiries related to starting or stopping service, billing and meter reading questions, and payment arrangements
Assisted other representatives with account related and system related issues
Consistently performed a variety of problem solving tasks to assist my supervisor with extra assignments
Made important decisions on accounts by following the correct policies and procedures and utilizing all available resources
Used analytical skills and problem solving ability to interpret findings and make sound decisions
Voluntarily remained flexible for scheduling changes such as overtime and call out pager duty

Bachelor of Arts, Business Management, minor in HR and Organizational Leadership (August 2017)

Pursuing MBA, Business Management, (anticipated graduation - December 2019)