Amanda BELL
Pflugerville,TX
Summary
Detailed Client Service Manager with 10 years of experience in account management, risk mitigation, and client services. Known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Resolution Manager
Charles Schwab
Austin, TX
11.2020 - Current
- Successfully managing 5+ different workflows through strong multitasking and prioritization to department meets all service goals and optimize efficiency by 30%
- Grasped the capacity to mitigate risk, and make decisions to achieve the best possible outcome for the clients, and the company
- Confirmed exceptional problem solving, and communication skills by working with customers regarding trade disputes, and presenting them with a decision
- Effectively displayed strong knowledge of trading, and market mechanics by providing brokers with guidance during hotline call interactions
- Resolve 1000+ customer disputes during tenure by using active listening and clear communication resulting in daily operational success
Sr. Customer Success Specialist
Charles Schwab
Austin, TX
01.2018 - 11.2020
- Enhanced customer satisfaction 90% within a nine-month period by implementing a new customer feedback system and resolving identified areas of concern, leading to subsequent 20% increase in customer retention rates
- Helped onboard 100+ new to firm representatives by providing exceptional training, and coaching resulting in 95% positive feedback from customers on post-service surveys
- Resolved complex customer escalations demonstrating excellent written, and verbal communication skills exceeding customer satisfaction targets by 10%
Resolution Specialist
Charles Schwab
Austin, TX
03.2017 - 01.2018
- Cultivated new client relationships using dynamic communication and negotiation skills resulting in 80% customer retention
- Developed service plans to help individuals meet client needs improving customer satisfaction scores by 10%
- Built long-term relationships by supervising 15+ professionals implementing effective conflict resolution methods, demonstrating the ability to listen, and provide guidance resulting in team customer satisfaction survey results over 90%
Derivatives Trader
Optionsxpress
Austin, TX
02.2016 - 03.2017
- Demonstrated superior understanding of executing complex exchange traded derivatives, and futures trading strategies including credit, and debit spreads, straddles, butterflies, and condors
- Proved understanding of futures trading instruments including index, energy, metals, agricultural currency, and fixed income contracts, and their options
- Exceeded customer expectations, receiving a customer satisfactory score of 100%
- Top contributor for 100+ leads entered, 80% conversion rate, and 1 million+ net new assets into firm
Financial Services Representative
Charles Schwab
Austin, TX
10.2014 - 02.2016
- Increased Net Promoter Score by 20 points in one year by implementing customer retention strategies
- Demonstrated excellent communication skills on phone, chat, and email platforms receiving a client satisfactory score over 90%
- Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services to clients resulting in 35% lead conversion rate
Education
Bachelor of Science -
Texas State University
San Marcos, TX08.2011
Skills
- Expert in conflict resolution
- Adept in process improvement
- Knowledgeable in risk mitigation
- Time Management
- Meeting deadlines
- Setting and meeting goals
- Managing Operations and Efficiency
- Skilled in Customer Relationship Management
- Staff Management
Certification
- Series 7 FINRA Issued January 2015
- Series 63 FINRA Issued December 2014
- Series 9 FINRA Issued November 2016
- Series 10 FINRA Issued July 2017
- Series 3 FINRA Issued September 2016
Accomplishments
- Excellence in Action Award Charles Schwab Q1 2016
- Excellence in Action Award Charles Schwab Q4 2018
- Excellence in Action Award Charles Schwab Q2 2020
- Key Contributor Award Charles Schwab Q4 2017
Affiliations
- Women in Trader November 2022-Present
- WINS November 2014- Present
- Schwab Pride November 2014-Present
References
References available upon request.
Timeline
Customer Resolution Manager
Charles Schwab
11.2020 - Current
Sr. Customer Success Specialist
Charles Schwab
01.2018 - 11.2020
Resolution Specialist
Charles Schwab
03.2017 - 01.2018
Derivatives Trader
Optionsxpress
02.2016 - 03.2017
Financial Services Representative
Charles Schwab
10.2014 - 02.2016
Bachelor of Science -
Texas State University