ANDREA VAZQUEZ
Greater Seattle Area
Summary
Office manager with expertise in high-pressure financial services environments. Demonstrated success in improving operational efficiency and customer satisfaction through targeted training, mentoring, and process enhancements. Strong ability to cultivate productive relationships and promote team collaboration to meet organizational objectives.
Overview
18
18
years of professional experience
Work History
Office Manager
Washington Psychological Service
Lynwood
01.2022 - Current
- Managed daily operations of a healthcare practice, including scheduling patients, coordinating appointments, obtaining insurance prior authorizations, and collaborating with other clinics to ensure all required documentation was complete and accurate.
- Processed payments, supported billing activities, and handled collection calls for outstanding balances.
- Created/ implemented procedures to help lower the outstanding balances and increase payments for billing.
- Oversaw daily operations of a medical practice to support efficient workflow and patient service.
- Coordinated patient scheduling and appointment management
Transfer Agent Operations Specialist
RUSSELL INVESTMENTS
Seattle
01.2017 - 01.2020
- Oversaw daily operational processes, including exception processing items referred by transfer agent service providers for mutual funds.
- Ensure that tasks are completed in a timely, accurate and complete manner with complete documentation of actions taken and instructions provided to the service provider partner.
- Act as first level of support and provide leadership for less senior associates including training and problem resolution.
- Monitor, communicate and work with teams at DST Asset Manager Solutions to ensure transaction accuracy.
- Process and validate trail fee invoices (for 12b-1 and Shareholder Service fees) to our intermediary clients.
- Investigated root causes of errors and collaborated with less senior associates and service provider partners to suggest functional improvements.
- Created several Operational Procedures, that outline in detail the why and how we process certain items.
- Successfully complete the distribution of the trail fee payments, regularly totaling over $800K every month and $5M every quarter.
- Led training for new associates and contributed to creation of Training Guide.
Senior Operations Production Coordinator | Transfer In Account Specialist
CAPITAL ONE INVESTING
Seattle
01.2016 - 01.2017
- Promoted to Transfer In Account Specialist. Personally helped customers transfer or rollover accounts into Capital One Investing.
- Closed 137 cases in a month, achieving '1st in Team History' for highest cases closed.
- Consistently ranked as 'top performer' on team of eight, for highest productivity with transfers and rollovers closed.
- Earned 'Heavy Impact Contributor' recognition for driving successful Transfers/Rollovers, asset gathering, and FDIC insured marketing campaigns.
- Guided investors through processes, resolving issues to enhance customer satisfaction.
- Communicated with other brokerage firms, to ensure paperwork is current, accurate and received.
- Operated as ShareBuilder prior to merger with ING Direct
Email Lead | Customer Service Communication Specialist
CAPITAL ONE INVESTING
Seattle
01.2012 - 01.2016
- Promoted to Communication Specialist. Respond to customer emails within a company standard 48 hours and write an average of 7 emails per hour.
- Served as a leader in mentoring team members to develop skills in writing emails to customers and improve their overall company performance.
- Developed an email template training tool to improve time management and customer quality.
- Established goals for continuous improvement, implemented delivery of these goals resulting in immediate performance improvement.
- Consistently ranked as top of 10 employees for highest survey results, first contact resolution, and overall basis points for client relationships.
- Proactively established personal relationships through a 'Surprise and Delight' program for valued customers.
- Recognized as top Customer Service Communication Specialist from 2012-2016.
- Also assist in cold calling customers, when needed.
- Formerly ShareBuilder and ING Direct
Senior Customer Service Associate
CAPITAL ONE INVESTING
Seattle
01.2008 - 01.2012
- Consistently ranked highest on team of 100+ with survey results, first contact resolution, and overall basis points for client relationships.
- Took in-bound calls averaging 50 per day in a high-volume customer contact center and responded to customer emails.
- Educated clients on tools and resources available through ShareBuilder/Capital One Investing trading and investment platform, enhancing their investment strategies.
- Contributed to improved customer satisfaction by lowering service level metrics through effective problem resolution.
- Trained and guided newly hired associates, boosting their proficiency and confidence in customer interactions.
- Worked as a Retirement Team Specialist focusing on IRA contributions, rollovers, and taxes.
- Named Subject Matter Expert (SME) on a Corporate National team of 20.
- Trusted to make management level decisions in absence of Supervisor.
Education
Certified Massage Therapist - Massage Therapy
Bellevue Massage School
Bellevue, WA01-2009
High School Diploma -
Woodinville High School
Woodinville, WA01-2008
Skills
- Office operations management
- Customer relationship management
- Document management systems
- Project management software
- Performance tracking systems
- Data analysis and reporting
- Spreadsheet management
- Expense reporting solutions
- Microsoft Office Suite
- Document editing
- Email communication
- Video conferencing
- Online collaboration tools
- Data storage solutions
- Compliance management
- Client communication
Websites
Employee Experience
Creative Director in Residence, Refresh morale and engagement for teams of 20+ through Imagined creative initiatives., Birthdays, Holidays, Work Anniversaries and Team Events.
Professional Development
- Corporate Action
- Tax Inquiries
- Investment Research
- Account Maintenance
- Technical Issues
- Mutual Funds
- BlueSky
- Trail Fees
Timeline
Office Manager
Washington Psychological Service
01.2022 - Current
Transfer Agent Operations Specialist
RUSSELL INVESTMENTS
01.2017 - 01.2020
Senior Operations Production Coordinator | Transfer In Account Specialist
CAPITAL ONE INVESTING
01.2016 - 01.2017
Email Lead | Customer Service Communication Specialist
CAPITAL ONE INVESTING
01.2012 - 01.2016
Senior Customer Service Associate
CAPITAL ONE INVESTING
01.2008 - 01.2012
Certified Massage Therapist - Massage Therapy
Bellevue Massage School
High School Diploma -
Woodinville High School