Dillon M.

Smith
smithdillonm@gmail.com
(814) 414-6924
EXP ERI ENCE:
Capgemini
Horsham, PA
Senior Associate, Compliance
June 2016 Present
Researc h and respond to cons umer, producer, government, and regulatory complaints
Interpret emergency orders and legislative updates to plan and execute process changes to ensure compliance
Analyze complaint data for trends and opportunities for process improvement
Build and maintain MS Access database for complaint recording; transition data from Excel tracking
Design and implement process for reporting and investigating privacy events
Prudential Long Term Care
Dresher, PA
Data Analysi s Associate
March 2016 June 2016
Managed high risk and high ex posure complaints for Long Term Care insurance claims and operations
Tracked and analyzed complaint trends and their financial impact
Reconciled positions of operations, management, compliance, and legal counsel to res ponse to customers and regulators
Adapted standard operating procedure manuals for transition to third-party administration
Customer Service Professional
Jan. 2015 March 2016
Researc hed, resolved, and doc ument ed customer queries and change requests related to coverage and policies
Maintained lower handle time, lower after call work time, and higher quality review score than peer group
Wrote correspondence to insureds by management request
Reviewed accuracy of out bound mail, manually created documents, and coverage change quotes
Penn State Undergraduate Admissions Office
Welcome Desk Attendant
Provided administrative support to Marketing and Recruitment Team
Prepared and maintained communication systems for prospective student visits
Communicated process changes, new information, and tour route changes to student volunteers

University Park, PA
Aug. 2013 May 2014

Summer Tour Guide

Led groups of prospective students and families on tours of University Park campus
Researc hed inquiries from students and families and communicated aft er visit end
Facilitated panels and tours for Spend A Summer Day event

May 2013 Aug. 2013

State College Spikes

University Park, PA
Ticket Sales Associate
Jan. 2013 Sept. 2013
Trained three interns in ticket dept. in selling skills and product/industry knowledge
Contracted over $6000 in new business
Support ed Ticket Sales Dept. in lead generation, direct mail coordination, and e -marketing campaigns
Facilitated day-of-game ticket sales and upsold contracted packages to customers
WKPS State College The LION 90.7fm
Sales/Promotions Associate
Coordinated cooperative promotional campaigns utilizing social media
Managed underwriting contracts with community partners
Developed and pursued leads for promotional and sponsors hip relations hips
Presented live broadcasts remotely from special events and from studio

University Park, PA
Feb. 2012 March 2013

State College Spikes

University Park, PA
Marketing and Promotions Associate
June 2012 Sept. 2012
Designed and displayed advertising material for corporat e sponsors and community partners
Researc hed, composed, and posted affiliation report, a daily recap of activity within the Pittsburgh Pirates system
Configured concourse layout for sponsorship activation, literature distribution, and fan orientation
EDUCATION:
The Pennsylvania State University
Bachelor of A rts, Journalism
Minor in Business and the Liberal Arts
Minor in Recreation, Park, and Tourism Management

University Park, PA
May 2014
Major GPA: 3.49/4.00

SKILLS:
Working knowledge of Microsoft Office Suite, Adobe Premiere Pro, Adobe Photoshop, Hindenberg, SalesNexus, InsPro