Deidre Manuel
Owings Mills,MD
Summary
- Licenses - SIE, 63, 6, 7
- Excellent written and verbal communication skills
- Ability to complete multiple tasks simultaneously
- Strong customer service, decision making and problem solving skills
- Proficient in Word and Excel along with strong computer skills
- Strong supervisory and organizational skills
- Ability to coach, counsel, and motivate staff
- High level of initiative and resourcefulness
- Strong attention to detail
- Deadline oriented with proven experience in prioritizing workloads based on regulatory requirements and service level agreements.
Overview
21
21
years of professional experience
Work History
Select Client Services Associate
T. Rowe Price
Owings Mills, MD
07.2024 - Current
- Independently assists clients by responding to phone, electronic correspondence, and other inquiries regarding company products, services, and procedures related to stocks, bonds, exchange-traded funds (ETFs), closed end funds, American Depository Receipts (ADRs), loan mutual funds, unit investment trusts (UITs), and general brokerage account questions
- Responds to client questions on product features and provides technical assistance for issues that have been escalated by junior team members
- Researches and resolves moderately complex operational or client issues and routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures
- Assists in providing status updates on problem resolution and outstanding issues to other teams
- Assists with process improvement by contributing ideas to improve team efficiency and client experience
College Savings Associate
T. Rowe Price
Owings Mills, MD
11.2021 - Current
- Assists clients by responding to phone, electronic correspondence, and other inquiries regarding company products, services, and procedures
- Process client requests received through mail, email and electronically
- Responds to straightforward client questions on product features and provides more advanced technical assistance
- Influences client adoption of digital capabilities
- Investigates issue resolution in client accounts
- Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with procedures
- Reviews daily unresolved client inquiries to ensure proper follow-up and closure
- Assists junior colleagues in resolving issues
Cards Services Specialist
S3
Linthicum, MD
08.2018 - 11.2021
- Performed debit and credit card functions, related to disputes, chargebacks and charge offs
- Performed card maintenance requests including but not limited to quick ships, misapplied credit card payments, member traveling, closed credit cards, limit increases/decreases, cash advances and balance transfers
- Worked daily, weekly and monthly reports
- Completed research and adjustments
IRA Specialist
S3
Linthicum, MD
02.2013 - 08.2018
- Opened new and performed maintenance on existing accounts via mail and online
- Researched all member issues submitted via Activity Manager
- Processed restraining notices, POAs, Trusts, subpoenas, tax levies, child support notices
- Document management scanning, signature cards, legal documents, archived documents
- Handled IRA requests via mail, phone and electronic response
- Assisted with updating and writing new procedures
- Performed Core data testing for upgrades and new releases
- Met and exceeded all SLAs defined for all functions and processes
Teller Team Leader
SECU
Owings Mills, MD
11.2006 - 02.2013
- Ensured compliance with policies and procedures, daily observation, and audits
- Identified and resolved member problems to ensure member retention
- Resolved interdepartmental and branch issues in collaboration with Branch Manager
- Ensured adherence to sales and service behaviors
- Communicated organizational changes, strategies, policies and procedures
- Coached staff for improved performance
- Rewarded and recognized employees
- Prepared and delivered corrective action as needed
- Balanced the branch
- Balanced ATM machines
- Verified large amounts of cash
- Lead sales meetings and service huddles
Teller
SECU
Baltimore, MD
10.2003 - 11.2006
- Processed deposits and withdrawals of both checks and cash
- Balanced teller cash drawer daily
- Reviewed members accounts and was able to answer questions
- Processed loan payments & account maintenance
- Responsible for meeting quarterly referral goal
- Offered and explained products and services to members
Education
High School - Accounting
Western High School
Baltimore, MD01.2001
Skills
- Client relationship building
- Strong interpersonal skills
- Database maintenance
- System documentation
- Outbound calling
- Call center experience
- Payment processing
- Customer focus
- Complaint handling
- Funds transfers
- Escalation management
- Customer education
References
Available upon request
Timeline
Select Client Services Associate
T. Rowe Price
07.2024 - Current
College Savings Associate
T. Rowe Price
11.2021 - Current
Cards Services Specialist
S3
08.2018 - 11.2021
IRA Specialist
S3
02.2013 - 08.2018
Teller Team Leader
SECU
11.2006 - 02.2013
Teller
SECU
10.2003 - 11.2006
High School - Accounting
Western High School