Armani Small
Charlotte,NC
Summary
A seasoned professional with a robust background in client relations and operational risk management, I excel in strategic team engagement and issue resolution. My tenure at LPL Financial underscored my proficiency in enhancing customer satisfaction and driving financial consulting excellence, demonstrating a unique blend of interpersonal and analytical skills.
Overview
6
6
years of professional experience
Work History
Digital Services Specialist
LPL Financial
Fort Mill, SC
01.2022 - Current
- Addressed and resolved client issues, fostering lasting customer relationships.
- Implemented initiatives to enhance customer interaction through virtual channels.
- Created client profiles and allocated appropriate service levels according to needs.
- Collaborated with cross-functional teams to reach objectives.
- Utilized LexisNexis to investigate an array of legal topics.
- Conducted background investigations using public records searches and credit checks.
- Facilitated staff training sessions on detecting financial crimes.
- Detected changes in account activity that may suggest illegal actions.
- Oversaw complex transactions in both international and domestic markets covering wire transfers, foreign exchange, trade services, and ACH.
Service Professional
LPL Financial
Fort Mill, SC
10.2021 - 01.2022
- Addressed complex scenarios pertaining to client concerns about death and divorce-related subjects.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Pinpointed improvement areas, guiding decision-makers towards necessary changes.
- Coached and guided internal and external clients.
- Reviewed accounting standards to maintain regulatory adherence.
- Conducted risk assessments for potential investments, providing insights based on financial stability and market trends.
- Organized client meetings to provide project updates.
- Audited company's legal documents to verify compliant policies and procedures.
Correctional Officer II
Kershaw Correctional Institution
Kershaw, SC
07.2020 - 12.2021
- Processed inmates and monitored jail alarm systems.
- Kept track of day-to-day operations to spot irregularities and potential disputes.
- Utilized de-escalation techniques for managing unruly inmates.
- Ensured seamless communication with facility zones to uphold safety standards.
- Managed recreational activities for residents.
- Escorted inmates to medical and dental appointments, funerals, work details, and court hearings.
- Kept detailed inmate logs for regulatory oversight.
- Managed visitor registration, documenting procedures and maintaining logs.
- Organized activities to encourage inmate learning and skill development for post-incarceration success.
- Supervised and provided direction to subordinate officers in the performance of their duties.
Admin Specialist
SCDC Corrections
Kershaw, SC
07.2020 - 10.2020
- Execute diverse administrative tasks.
- Drafted summaries for Disciplinary Hearing Officer sessions.
- Overseeing requests for data.
- Handled document reproduction and digitalization processes.
- Oversaw the logging and submission of timesheets for payroll preparation.
- Managed inbound calls, delegated communication efficiently, and maintained message logs.
- Enhanced accuracy of departmental records by systematically gathering and entering data.
Call Center Team Lead
IQOR, T
Charlotte, NC
11.2018 - 04.2020
- Handled escalated customer issues, achieving prompt and effective solutions.
- Completed performance evaluations, setting goals and objectives for team members.
- Retained high-performing staff through comprehensive performance assessments.
- Maintained comprehensive records of customer interactions.
- Recruited, interviewed, hired, trained, coached and evaluated staff performance.
- Ensured customer satisfaction targets were accomplished by collaborating across departments.
- Engaged potential customers regarding service upgrades.
- Maximized revenue by maintaining superior quality control and eliminating downtime.
- Managed expense controls by overseeing warranty counseling process.
Education
Bachelor's degree - Criminal Justice
Post University
03.2022
Associate - Criminal Justice
Post University - Connecticut College
Arboretum, CT03.2020
High school diploma -
Hempstead High School
01.2017
Skills
- Experienced in Microsoft Office Applications
- Proficient in Customer Support
- Interpersonal Relationship Development
- Strategic Team Engagement
- Proficient in Sales Techniques
- Client Interaction Proficiency
- Experienced in Client Relations
- Administrative Support Skills
- Experienced in Legal Practices
- Candidate Sourcing
- Project Coordination
- Issue Resolution Expertise
- Financial Expense Review
- Document Management
- Digital Content Oversight
- Workflow Assessment
- Retention Program Development
- Skilled in Prioritizing Multiple Responsibilities
- Financial consulting
- Strong sense of banking ethics
- Enhanced due diligence
- Suspicious activity reporting
- Operational risk management
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Contact
Charlotte, NC 28273
Timeline
Digital Services Specialist
LPL Financial
01.2022 - Current
Service Professional
LPL Financial
10.2021 - 01.2022
Correctional Officer II
Kershaw Correctional Institution
07.2020 - 12.2021
Admin Specialist
SCDC Corrections
07.2020 - 10.2020
Call Center Team Lead
IQOR, T
11.2018 - 04.2020
Bachelor's degree - Criminal Justice
Post University
Associate - Criminal Justice
Post University - Connecticut College
High school diploma -
Hempstead High School