Brandon Porter
Glenwood,IA
Summary
Adept in documentation management and renowned for award-winning customer service, I significantly enhanced client satisfaction and operational efficiency at Charles Schwab and TD Ameritrade. Leveraging technical communication and quality assurance skills, I led problem-solving initiatives, consistently exceeding performance targets. My expertise in fostering client relationships and implementing strategic improvements underscores my results-driven approach.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Specialist, Operations
Charles Schwab
Omaha, NE
08.2023 - Current
- Review client paperwork for completion and accuracy
- Process client paperwork including new account applications and information updates
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls.
Portfolio Services Resolution Specialist
TD Ameritrade Investment Management
Omaha, NE
11.2021 - 08.2023
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Review and process trade corrections to completion, including client contact and coaching opportunities to avoid repeated errors
Portfolio Relationship Specialist
TD Ameritrade Investment Management
Omaha, NE
09.2018 - 11.2021
- Assist clients and business partners with a variety of issue regarding managed portfolios over the phone
- Answer clients inquiries regarding the benefits and purpose of managed portfolios and the strategies used within
- Explain products, services, and fees, as well as any additional questions from clients via phone, email, and chat
Financial Services Representative
TD Ameritrade
Omaha, NE
07.2017 - 09.2018
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall performance.
Education
Associate Of Science - Forensic Investigation
Iowa Western Community College
Council Bluffs, IA12.2007
Skills
- Documentation Management
- Award winning customer service
- Technical communication
- Quality Assurance
- Problem solving lead
Accomplishments
- TD Ameritrade President's Club winner Q2 2018, Q4 2018, Q1 2020
- TD Ameritrade Excellence in Service winner Q4 2018
Certification
- Series 7 and 66 licenses
Timeline
Senior Specialist, Operations
Charles Schwab
08.2023 - Current
Portfolio Services Resolution Specialist
TD Ameritrade Investment Management
11.2021 - 08.2023
Portfolio Relationship Specialist
TD Ameritrade Investment Management
09.2018 - 11.2021
Financial Services Representative
TD Ameritrade
07.2017 - 09.2018
Associate Of Science - Forensic Investigation
Iowa Western Community College