CONTRACT FACILITY AUDITOR (2009-Present)Review for possible fraudulent payments and activities (using proprietary software, online software, call audio, contact with members, 3rd parties and contract facilities.), execute “deep dive” reviews of member and contract facility history, review billing information and member reimbursements. Determine appropriate payments and reimbursement amounts. Audit garage billings against station contracts. Verify entitlement and plus charges including mileage, truck payments, fuel, flatbed charges, etc and alert team of discrepancies. Alert team director and road service management of large or repetitive discrepancies revealed in monthly billing review. Provide information as requested to assist in resolving source of discrepancies. Communicate / co-ordinate with senior management and other departments. Work with staff to develop new reports and practices, train new hires in department practices. Work on assigned special projects as assigned by management.Accomplishments:• Saved company $4+ million through audit reviews, and call records.• Saved in excess of 100,000+ entitled service calls for members. • Consistently delivered Five Diamond Service during all transactions. ROAD SERVICE CALL COUNSELOR (2008-2009)Responded to inbound calls for service. Gathered pertinent member information and provided information to dispatcher. Notified police per member requests for emergency situations. Acted as source for on-the-job training for newly hired personnel.

Performed collection activity for late-stage delinquent accounts (automobile loans, equity lines, secured/unsecured lines of credit and loans, homeowner loans). Provided consistent quality customer service to internal/external customers that meet/exceed Citizens Bank’s standards. Maintained high volume of outbound calls. Advised customers of responsibilities under loan contracts and provided individual counseling on acceptable and convenient payment arrangements or workouts. Collected and reviewed borrower financial information to determine feasibility of workouts or repayment plans. Ensured delinquencies are kept to a minimum through effective negotiating and follow-up. Identified customer account problems and quickly routed to appropriate area. Complied with Fair Debt Collection Practices Act. Used skip tracing techniques to “track down” delinquent customers as required.

TRANSACTION ASSOCIATE / 401k ANALYIST (2002-2007)Accurately processed financial and non-financial transactions in the record keeping systems for Service Team that ultimately resulted in client satisfaction. Processed, balanced and posted financial and indicative data of assigned defined contribution plans (contributions, distributions, loans, enrollments, manual CSR transactions, and other miscellaneous transactions). Reconciled transactions to ensure money was used/received. Researched cash discrepancies and initiated manual transactions to clear. Assisted account service leader in resolving transaction related problems. Maintained accurate and concise comments on in-house tracking systems.Accomplishments:• Maintained client base of (48) 401k accounts with net assets close to $400 million.RETIREMENT RESOURCE CENTER REPRESENTATIVE (2001-2002)Worked in Call Center. Supported Fleet’s Retirement Plan Participants as well as over 1,000 clients’ 401(k) plan through telephone and e-mail, both PC and Internet access products. Responded to participant 401(k) telephone inquiries. Communicated information in a prompt, efficient, professional manner. Provided best possible customer service. Processed transactions. 1999-2001 FLEET FINANCIAL GROUP, Lincoln, Rhode Island RPS PARTICIPANT SPECIALIST (1999-2001)Supported Fleet’s Retirement Plan Participants through telephone and e-mail, both PC and Internet access products. Responded to participant 401(k) telephone inquiries. Communicated information in a prompt, efficient, professional manner. Provided best possible customer service. Processed transactions. Performed as backup supervisor. Assisted telephone representatives as needed. Handled escalated customer service issues. • Helped set up initial call center and protocols• Completed training (new and ongoing) for U.S. Defined Contribution Plans Overview / Government changes.• Assisted with Year 2000 computer reviews• Acted as back up supervisor

Fleet Bank / Invesco / Merrill Lynch (now known as Bank of America)RETAIL CUSTOMER SERVICE REPRESENTATIVE (1998-1999)Assisted customers with questions regarding checking, savings, ATM, debit cards, relationship products. Updated customer account information. Reordered products for customers. Provided general and/or specific information regarding bank/relationship products. Accomplishments:• Assisted as backup supervisor.• Acted as regular source expert for on the job training with new hires.• Worked in Training Department as assistant trainer. • Assisted in Mortgage Department on a special project.• Received regular commendations from customers and management on customer interactions. Saved banking relationships.