Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Timeline
Generic

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

Fitness and Sports

Mentorship and Coaching

Dungeons & Dragons/Game Mastering

Yoga/Meditation

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
  • SIE
  • Securities Industry Essentials
  • Series 7 Registered Representative
  • Series 63 State Securities Registration
  • Series 9/10 Financial Principal licenses
Freya Cobb