Fitness and Sports
Mentorship and Coaching
Dungeons & Dragons/Game Mastering
Yoga/Meditation
Freya Cobb
Chicago,IL
Summary
Experienced Manager bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Relationship Manager
Charles Schwab
09.2023 - Current
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Identified opportunities to cross or up-sell financial solutions and communicated customer needs to appropriate team.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with the branch team and leveraging productive and open client communications.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
Onboarding Senior Specialist
Charles Schwab
03.2022 - 09.2023
- Collaborating with other departments to reinforce content through education huddles and reinforcement stations
- The Station responsibility includes leading group discussions, gamifying content, participating in role plays, simulated exercises and reinforcing content
- Complete graded assessments to gauge the effectiveness and retention of both classroom and Nesting content
- Flexibility in changes within the department as well as providing solutions and creative ideas to help improve on the way professionals learn and apply skills.
FINANCIAL REPRESENTITIVE
TD Ameritrade
09.2020 - 03.2022
- Process and resolve all client inquiries as they relate to Client Service, New Accounts and Tech Support operations
- Process non-solicited trades for Equities traded on U.S
- Exchanges and Over the Counter Markets, Equity Options, Index Options, Bulletin Boards, and Mutual Funds
- Helping with after-hours banking and traders’ queue on the weekend team.
SUPERVISOR
UPS
01.2017 - 09.2020
- Had cognitive ability to follow directions and routines, worked independently with appropriate judgment, exhibited spatial awareness, memorize, and recall, identify logical connections, and determine a sequence of response, process up to 2-3 steps ahead
- Perform other functions that may be assigned
- Was assigned to conduct audits around the building and was HAZMAT trained to oversees the whole building business unit on hazmat’s.
DATA ANALYST
Liberty University
02.2014 - 08.2015
- Responsible for inputting information, taking phone calls, registering customers for promotions given at the time, taking feedback from the workers, training new employees, and making a training booklet
- Experience in formatting data from Excel to understand how the demographics reached would return to the business.
Education
B.A. Degree in psychology -
Bellevue University
Skills
- Ability to take and resolve escalations from clients
- Proficient in excel, Word, PowerPoint, and outlook
- Conflict resolution skills
- Client satisfaction-driven
- Schedule Management
- Problem-solving aptitude
- Relationship building and management
- Contract Negotiation
- Salesforce
- Workforce Management
- Business Analysis
- Client Retention Strategies
Certification
- SIE
- Securities Industry Essentials
- Series 7 Registered Representative
- Series 63 State Securities Registration
- Series 9/10 Financial Principal licenses
Accomplishments
- Received professional of the month while working on the CS&S team at TD Ameritrade.
- Played university soccer while getting my bachelor’s degree.
- Earned an award within the Schwab company for challenging the status and evolving the way we do things. This distinguished award is only given to 40 employees within the whole firm and is decided on by the companies executive council.
Interests
Timeline
Client Relationship Manager
Charles Schwab
09.2023 - Current
Onboarding Senior Specialist
Charles Schwab
03.2022 - 09.2023
FINANCIAL REPRESENTITIVE
TD Ameritrade
09.2020 - 03.2022
SUPERVISOR
UPS
01.2017 - 09.2020
DATA ANALYST
Liberty University
02.2014 - 08.2015
B.A. Degree in psychology -
Bellevue University
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