Cenezhana Rokhaneevna
Salt Lake City,UT
Summary
Dynamic professional with a proven track record in the finance industry. Proficient in resolving escalated inquiries and implementing innovative solutions to enhance client satisfaction and streamline processes. Strong communicator with dedication to achieve organizational goals. Devoted in staying up to date and increasing expertise in change management, business operations, compliance, and process improvement analysis.
Overview
7
7
years of professional experience
Work History
Escalations Associate
Wells Fargo Advisors
09.2022 - 05.2024
- Effectively utilized analytical skills and employed several software programs to research and resolve 30-40 escalated inquiries
- Consistently provided appropriate course of action to handle sensitive and time critical matters, along with providing feedback to management to update and enhance procedures and guidelines
- Demonstrated leadership and innovation by successfully recommending actionable solutions which were embraced and executed by upper management
- Mitigated risk and ensured adherence to high high compliance standards, enhancing overall operational integrity
Course Facilitator/Case Manager
Utah Department of Health & Human Services
02.2022 - 12.2023
- Streamlined the Afghan Refugee Community Health Worker Certification program for enhanced efficiency
- Devoted efforts to supporting 40 newly resettled Afghan refugee families in addressing social determinants of health, concurrently managing invoice processes and maintaining comprehensive data collection
- Collaborated with the Sorenson Unity Center to establish an inclusive program for women and children's swim activities, fostering community engagement and inclusivity
Financial Services Representative
E*TRADE
01.2021 - 08.2021
- Expertly assisted and educated an average of 50-80 clients daily, leveraging Salesforce, Slack, and Genie tools to facilitate seamless financial transactions and provide prompt solutions to client concerns
- Demonstrated outstanding sales acumen by generating an impressive $250,000 in leads through engaging and well-informed client profile conversations
Customer Advocate Intern
Hearsay Systems
06.2020 - 12.2020
- Corresponded with 70 - 100 financial professional and insurance agents per shift and trained them on how to use SaaS software to stay compliant with their internal company policies while utilizing dynamic campaigns to gain traction on their professional social media accounts
- Analyzed company's internal corporate social responsibility, ethical guidelines, and company values to create internal engagement materials for customer advocacy team
Teller
KeyBank
08.2017 - 01.2019
- Collaborated effectively with team members to achieve quarterly goals, receiving the RedKey award twice for surpassing sales and customer excellence goals, maintained top 5% branch location for the Rocky Mountain region
- Executed teller function with accuracy and precision while assisting 40-50 questions daily while maintaining compliance, auditing, and security protocols and procedures
- Assiduously filed and maintained logs of Unusual Activity Reports (UAR) and Currency Transaction Reports (CTR) when clients had suspicious deposits or cash transactions over $10,000 and complied with the Bank Secrecy Act (BSA)
Education
Doctorate of Business Administration, Global Management -
Northcentral University
San Diego, CA12.2025
Master of Science, Finance -
University of Utah, David Eccles School of Business
Salt Lake City, UT12.2021
Bachelor of Science, Management -
University of Utah, David Eccles School of Business
Salt Lake City, UT12.2020
Skills
- Process Improvement & Analysis
- Change Management
- Problem-Solving
- Community Engagement
- Technical Proficiency
- Time Management
- Attention to Detail
- MS Office
- Financial Acumen
- Organization
- Strong Communication and Interpersonal Skills
Timeline
Escalations Associate
Wells Fargo Advisors
09.2022 - 05.2024
Course Facilitator/Case Manager
Utah Department of Health & Human Services
02.2022 - 12.2023
Financial Services Representative
E*TRADE
01.2021 - 08.2021
Customer Advocate Intern
Hearsay Systems
06.2020 - 12.2020
Teller
KeyBank
08.2017 - 01.2019
Doctorate of Business Administration, Global Management -
Northcentral University
Master of Science, Finance -
University of Utah, David Eccles School of Business
Bachelor of Science, Management -
University of Utah, David Eccles School of Business
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