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Skills

  • Staff education and training
  • Client Feedback Analysis
  • Stocking and replenishing
  • Email marketing campaign management
  • Customer satisfaction improvement strategies
  • Training development aptitude
  • Cross-departmental collaboration
  • Financial product knowledge
  • Service standard compliance
  • POS systems expert

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Welcomed, greeted, and assisted customers, generating $14 in several months revenue in a high-traffic store.
  • Customer service training processes were implemented and developed by me.
  • Taught new employees about the company's operations, policies, and services.
  • Created and maintained a detailed database to develop promotional sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Contributed to $18 in annual store sales per 18 months.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Microsoft Excel expert with experience in project management services.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Shareholder Service Representative with 10 years of successful budget management and risk assessment experience.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.
  • Strengths in risk assessment and performance reporting backed up by Miscellaneous training.
  • Within Miscellaneous, senior Shareholder Service Representative and outstanding performer in budget management and workflow optimization.
  • Shareholder Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Very knowledgeable about Jira, as well as initiative competitors and offerings.

Accomplishments

  • Optimized records retention for a 13% increase in compliance with GDPR and other data protection regulations.
  • Resolved key discrepancies related to shareholder voting rights processing, improving compliance with SEC regulations by 38%.
  • Automated the shareholder feedback process with the use of Power BI, resulting in a 55% increase in satisfaction and improved internal workflow efficiencies.
  • Orchestrated a series of team-building activities, leading to an 51% improvement in interdepartmental collaboration and reduced service request backlog.
  • Collaborated closely with the accounting department to resolve capital gains inquiries, decreasing resolution times by 85% days.
  • Documented and resolved standard which led to initiative.
  • Created and monitored daily KPI dashboards for shareholder service transactions, identifying workflow bottlenecks and increasing productivity by 33%.
  • Played a key role in the launch of an upgraded CRM solution, resulting in a 67% improvement in data accuracy and a reduction in service errors.
  • Re-engineered the shareholder database system architecture, improving data retrieval speeds by 58% and enhancing service level agreements (SLAs).
  • Collaborated with team of 16 in the development of standard.

Affiliations

  • Mutual Fund Education Alliance (MFEA)
  • Investment Management Consultants Association (IMCA)
  • Rotary International
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • Association of Certified Anti-Money Laundering Specialists (ACAMS)
  • The Office of the Comptroller of the Currency (OCC) Networking Group
  • Financial Management Association International (FMA)
  • American Finance Association (AFA)
  • Association for Supply Chain Management (APICS)

Certifications

  • CompTIA Network+
  • Certificate in Blockchain and Digital Assets - Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Conflict Resolution Professional (CCRP) - Beacon Labs
  • Anti-Money Laundering Specialist (CAMS) - method
  • Certified Business Analysis Professional (CBAP)
  • Certified Transfer Agency Specialist (CTAS) - Brightline
  • Certified Public Accountant (CPA)
  • FINRA Series 65 Uniform Investment Adviser Law License
  • Investment Foundations Certificate – CFA Institute

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