Gerardo Perez
Phoenix,AZ
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Dynamic and results-oriented professional with extensive experience at Charles Schwab and Vanguard Group, specializing in client service and operations. Excelled in fostering long-term relationships, streamlining processes for efficiency, and leading teams towards achieving excellence. Skilled in data management and customer service, consistently exceeding SLAs through effective communication and organizational prowess.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Sr. Client Service Administrator
Charles Schwab
04.2022 - Current
- Serve as primary Client Service Administrator for 8 plans with various levels of complexity and size.
- Process daily settlement activities such as exercises, lapses, employee stock purchase plans, and dividend payouts.
- Daily data management which included file loads, reconciliation, and reporting.
- Develop and maintain long-term client relationships, actively managing customer expectations.
- Provide timely responses to customer inquiries, consistently meeting service level agreements (SLAs).
Service Administrator
Vanguard Group
07.2020 - 02.2022
- Administered over 1500+ firms that have electronic feeds with Vanguard.
- Served as leader for 10+ crew members that helped with maintenance of electronic feeds already established.
- Coordinated with compliance vendors, firms, compliance, and IT department to establish/maintain electronic feeds for firms.
- Collaborated with IT and compliance departments to discuss new ways to alleviate service issues and data delivery errors.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
Retirement Operations Specialist
Vanguard Group
02.2017 - 07.2020
- Served as Intern Service Administrator for all retirement transactions (Excess removals, 401k rollovers, IRA conversions, etc..), and provided support to crew and business partners.
- Trained new and existing crew to be fully successful in their role.
- Served as point of contact for elevated client situations to provide fast and accurate resolution.
- Lead multiple projects and problem solving sessions that helped remove waste and implement automatization of our processes.
Education
Bachelor of Science - Economics
12.2016
Skills
- Great Communication Skills
- Attention to Detail
- Customer Service
- Coaching and Mentoring
- Decision Making
- Time Management
- Strong Organizational Skills
Languages
Spanish
Native or Bilingual
Timeline
Sr. Client Service Administrator - Charles Schwab
04.2022 - Current
Service Administrator - Vanguard Group
07.2020 - 02.2022
Retirement Operations Specialist - Vanguard Group
02.2017 - 07.2020
Arizona State University - Bachelor of Science, Economics
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