Cortny Surber
Omaha,NE
Summary
Passionate, energetic leader and analytical problem-solver with talents for team building in addition to excellent client-relations aptitude and relationship-building skills. Proficient in independent decision-making and sound judgment used to create positive, memorable experiences for clients and team members. Dedicated to applying training, monitoring and morale-building abilities to improve team performance, uphold company policies, and enhance professional engagement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Manager, Client Service & Support Internship
Charles Schwab
03.2021 - Current
- Onboarded, coached, and supervised up to 38 senior college students per semester in the Omaha Client Service & Support internship program
- In three years, doubled the size of the student body and leadership team while consistently beating organizational expectations in inbound call volume, handle time, client satisfaction, and full-time retention rate
- Plan and facilitate ongoing events such as team building, shadowing, professional development, leadership roundtables, trading competitions, volunteer days, graduation ceremonies, and problem-solving project presentations
New Accounts, Assistant Team Manager
Charles Schwab
08.2020 - 03.2021
- Coached and motivated team virtually through overtime incentives while balancing team production and burnout
- Presented opportunities for representatives to gain experience outside of normal job duties such as huddle responsibilities, backing up Research team, and assisting temporary teams
- Led team engagement by hosting events like Halloween costume contest, KyndKit holiday program, virtual BINGO, Recognition Corners, and President’s Day Push Overtime Weekend.
New Client Development Specialist
Charles Schwab
05.2019 - 08.2020
- Consistently performed in President's Club (Top 10%)
- Assisted Team Manager by calling out on unresolved client issues, leading daily huddles, and coordinating team building events
- Mentored others through peer coaching, speaking in panels and trainings, and guiding Investor Service professionals through the LEAP (Learn, Engage, Apply, Progress) program
Investor Services Intern
Charles Schwab
02.2018 - 05.2019
- Collaborated with Investor Services, Client Account Services, Electronic Communications, and Resource Desk to gain experience in basic brokerage account maintenance, email, and inbound calls
- Coordinated “Internship in a Day” Event for more than 30 Burke High School students and quarterly volunteer events
- Created and implemented standardized processes to improve team efficiency
Regional Manager
Scooter’s Coffee (Freedom Enterprises, LLC)
08.2016 - 06.2017
- Catalyzed increase of Same Store Sales Growth in territory from an average -8.51% to an average of +8.43% within 6 months in role
- Recruited, interviewed, hired, and trained candidates at all levels (Barista, Team Lead, and Store manager) for 8 Scooter’s Coffee locations across Nebraska and Iowa
- Redesigned and taught 14-week Manager-in-Training program based on servant leadership
Education
Bachelor of Science - Business Administration And Management
University of Nebraska - Omaha
05.2019
Skills
- Relationship and Team Building
- Behavioral Coaching and Influence
- Critical and Consistent Accountability
- Verbal and Written Communication
- Strategic Planning and Project Management
- Creative Innovation and Problem Solving
Certification
Series 7 - General Securities Representative
Series 66 - Registered Investment Advisor
Series 24 - General Securities Principal
Series 4 - Registered Options Principal
Timeline
Manager, Client Service & Support Internship
Charles Schwab
03.2021 - Current
New Accounts, Assistant Team Manager
Charles Schwab
08.2020 - 03.2021
New Client Development Specialist
Charles Schwab
05.2019 - 08.2020
Investor Services Intern
Charles Schwab
02.2018 - 05.2019
Regional Manager
Scooter’s Coffee (Freedom Enterprises, LLC)
08.2016 - 06.2017
Bachelor of Science - Business Administration And Management
University of Nebraska - Omaha
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