Stephanie Schor

Experience

• 

  Wooten Appliance

  Dec 2012 - Dec 2019

  Business Office Manager

  • 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.• 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. • 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, vendors and suppliers to address and resolve issues. Show less

• 

  Legal & General Retirement America

  Jan 2020 - now

  • Member of the LGRA Analyst, Pension Risk Transfer (PRT) Retirement Services team. Promoted from Associate.• Handles processing of client annuitant portfolios through the pension lifecycle.• Tasks Associate-level personnel with research assignments and follow up on progress.• Creates documentation of standard methodologies and procedures for Analysts team.• Utilizes multiple tools including Privileged Access Management (PAM)-secured customer management system (CRM).• Complements team goals with excellent individual time management, project management, and effective decision-making skills. Show less • Developed extensive experience promptly identifying annuitants' needs and recommending solution to accomplish clients' goals. • Received and analyzed escalated internal inquiries on annuitants via records searches and multiple online research tools.• Applied knowledge of company retirement services products, pension annuities and terminology and pension customer service topics including: Benefit Quote Paperwork, Death Clearing, Finance Tracker, Indexing, Onboarding Verification of Death, Proxy Box, Task Processing, Uncashed Checks, and Workfront. • Provided highly engaged, efficient, and diplomatic customer service to annuitants via phone and written correspondence.• Applied rigorous, solution-seeking approach to callers' inquiries to improve annuitants' experience and mitigate callbacks.• Ensured accurate entry of data from Power of Attorney, Guardianship, and Estate documentation into annuitant certificates in a Privileged Access Management (PAM) secured CRM system. • Reviewed return mail and used TLO and LexisNexis online database research tools to locate missing annuitants with eye towards certificate resolution. • Thoroughly researched benefit payment processing inquiries and established new direct deposit set up. • Processed death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, and beneficiary changes. • Acted as informal resource and “learning moment coach” for new and veteran fellow associates on procedures and subject matter and interface with analysts. • Actively engaged in continuous process improvement and refinement by identifying problems and working with senior management to develop effective solutions. • Endeavored to maintain track record of high quality control and performance statistics. Show less

  • Retirement Services Pension Analyst

    Nov 2023 - now

  • Retirement Services Associate

    Jan 2020 - now