Changwhan (Chris) Lee
Columbus
Summary
Results-driven financial services professional with expertise in delivering exceptional customer support and resolving complex issues. Elevated from Financial Services Representative to Analyst, managing escalation calls and providing real-time assistance to associates. Demonstrated strong problem-solving skills and operational knowledge, ensuring accurate guidance in fast-paced environments while enhancing customer experience.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Financial Analyst
Nationwide Retirement Solutions
Columbus
12.2025 - Current
- Promoted from Financial Services Representative to Analyst based on performance, call support knowledge, and ability to handle complex escalations
- Managed escalated calls, providing advanced support on complex financial service matters through in-depth research, judgment, and resolution.
- Provide on call guidance to associates during live customer conversations, l helping resolve questions accurately and efficiently
- Supported complex escalation management and ensured procedural clarity within the team.
Representative - Financial Services
Nationwide Retirement Solutions
Columbus
02.2021 - 12.2025
- Assisted public sector employees in understanding retirement plan features and navigating account-related inquiries for 457(b), 401(k), and 403(b) plans
- Educated clients on plan features, investment options, and tax implications to facilitate informed decision-making.
- Handled inbound inquiries and conducted proactive outreach to enhance client engagement and satisfaction.
- Collaborated with internal teams to resolve complex account issues and improve service delivery.
- Ensured compliance with FINRA regulations and internal policies while maintaining high ethical standards.
- Participated in ongoing training to stay current on financial products, regulations, and service best practices.
Decontamination Technician
Batelle Memorial Institute
Edison
05.2020 - 06.2020
- Operated within a federally supported initiative to decontaminate N95 respirators for frontline healthcare workers during the COVID-19 pandemic.
- Ensured integrity and effectiveness of PPE decontamination by adhering to strict safety protocols and procedures.
- Supported hospitals and emergency services nationwide through active participation in high-impact public health decontamination initiatives.
- Adapted to evolving challenges and committed to service during national crisis.
Education
Bachelor of Arts - Economics, International Business
The Ohio State University
Columbus, OH12-2020
Skills
- Data analysis
- Problem-solving
- Continuous improvement
- Cross-functional team leadership
- Customer communication
- Detail orientation
Certification
- FINRA Series 6 License
- FINRA Series 63 License
Languages
Korean, Bilingual or Proficient (C2)
Community Service & Volunteer Work
Durihana Mission, Volunteer, Seoul, South Korea, 2016-06, 2016-08, Supported daily operations at a shelter for North Korean refugee youths, including meal preparation and social engagement activities., Contributed to the development of the organization's website by translating content from Korean to English, improving accessibility for international audiences., Strengthened organizational and administrative skills through coordination of volunteer tasks and documentation support., 2016 North Korean Refugee Shelter Volunteer Seoul, South Korea
Timeline
Financial Analyst
Nationwide Retirement Solutions
12.2025 - Current
Representative - Financial Services
Nationwide Retirement Solutions
02.2021 - 12.2025
Decontamination Technician
Batelle Memorial Institute
05.2020 - 06.2020
Bachelor of Arts - Economics, International Business
The Ohio State University