Contact information: 919-589-3779 or libbyhueschen@gmail.com✦ Recognized multiple times over career for exceptional performance, including Most Valuable Player (MVP) and having the best “Call of the Month”.✦ Mastered successfully all three product offerings, including 401K, pension and health and insurance, compared to 95% of associates who serviced only one product.✦ Selected out of 4,000+ representatives to join an elite team of approximately 30 Total Benefit Outsourcing (TBO) associates, to assimilate and service all three product offerings.✦ Created a weekly training communication called “Tip of the Week”, which included topics on proper procedures, best practices, software navigation techniques and resource updates to help improve team performance.✦ Successfully serviced over 60,000 calls with a 99% rate of accuracy during 10 year career.

✦ Provided outstanding customer service to inbound and outbound calls, while responding to inquiries and requests on employee benefit plans (i.e. pension, 401K and health and insurance) throughout employment life-cycle (enrollment to retirement) to customers from diverse organization backgrounds and cultures.✦ Handled effectively multiple tasks and software systems, such as Oracle/HOBS, while simultaneously conversing with customers.✦ Educated customers on website functionality, including online registration process, new hire enrollment, invoicing and trouble-shooting.✦ Surpassed and/or met performance metrics, including average handle time, call reviews, compliance requirements and customer survey scores over entire 10 year career.✦ Utilized Outlook, Excel, Word and other software for emails, memos and reports with business partners.

✦ Successfully maintained and balanced teller cash drawer and branch vault.✦ Strategically planned and ordered vault cash shipments based on expected demands of branch.✦ Accurately entered and process customer transactions into teller system to record transactions. ✦ Efficiently processed checks and cash for deposit; verified amounts; examined for endorsement and negotiability; cashed checks; transferred funds from one account to another; and processed withdrawals.✦ Exceeded expectations by completing credit union training modules within 6 months instead of required 24 month deadline.✦ Researched and resolved account posting errors.

✦ Managed successful home based business selling innovative and user-friendly kitchen tools through in person sales demonstrations.✦ Generated repeat orders through outbound retention calls to high value customers while identifying potential leads for future sales demonstrations.✦ Exercised strong coaching and leadership skills while training and motivating other consultants on effective host coaching and customer service calls.✦ Developed and distributed direct mail campaigns and attended various trade shows and local events in order to build customer base.✦ Organized and maintained customer database for follow-up and lead generation.

Previous career foundations include Communications Specialist for BASF Corporation and Administrative Assistant for Hook Financial Corporation.Communications Specialist: ✦ Facilitated copy review and editing of advertising materials for accuracy in spelling, punctuation, grammar, legal compliance, and accurate product representation resulting in 100% error-free published materials.✦ Handled inquiries, technical issues, and complaints regarding advertising campaigns from sales force while maintaining positive interpersonal relationships with all 70+ sales reps.✦ Supervised ongoing projects assigned to agency partners while successfully motivating partners to create and produce persuasive advertising materials that achieved 90% of marketing objectives.✦ Managed trade show schedules and coordinated the purchase of promotional items (i.e. needs assessment, deliver, post-event evaluation and vendor management.)✦ Partnered with advertising agencies in order to define and plan successful advertising campaigns and to select the appropriate media (i.e. radio, print, brochures, etc.)