Holly Franklin
Jacksonville,FL
Summary
Competent Product Specialist with more than 10 years of experience working in customer service. Skilled in demonstrations, data collection and training. Proficient in maximizing efficiency and creating team unity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Product Specialist
SS&C Technologies; Salentica
2024 - Current
- Conducted comprehensive training sessions for support team, resulting in improved product knowledge and service levels.
- Collaborated with cross-functional teams to streamline product development processes.
- Assisted with demonstrations for Salesforce CRM to showcase functionality.
- Trained and provided coaching to 3 junior team members.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
Client Advocate
SS&C Technologies; Black Diamond
06.2021 - 03.2024
- Managed client requests through email, phone, & case management system (Salesforce) closing 80% of cases within a two day period
- Navigate software to assist clients in technology issues to include PDF reports, Data exports to Excel spreadsheets, API, DST, and direct feeds from various custodians
- Lead clients through integration of different software such as CRMs and Custodial sites
- Created and presented training modules for new clients and employees
- Served as trusted advisor to both new and existing clients by staying up-to-date on industry news and best practices
- Managed diverse portfolio of over 30 financial firms, tailoring advocacy strategies to suit individual needs and preferences
Portfolio Management Associate
Paragon Wealth Strategies
01.2020 - 01.2021
- Executed buy and sell orders on RedBlack, Fidelity & TDAI platforms
- Retained documents and assisted in compliance preparation for future SEC audits
- Ran and created reports using Black Diamond software for over 100 wealth management clients
- Assisted Chief Compliance Officer with maintaining firm compliance with trade executions and client communications
- Constructed successful investment portfolios informed by market conditions, and economic trends
- Monitored market fluctuations using charting and pattern analysis
Participant Service Manager
NestEggs Retirement Plan Services
03.2018 - 01.2020
- Conducted all marketing and client communications to build and maintain relationships for over 30 local companies
- Supervised Participant Services Associate daily as a direct report
- Assisted in administrating code of ethics and all compliance policies to employees
- Main point of contact for business line contacts
- Ad-Hoc project work including system enhancements, document retention and document coding
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Client Service Associate & Technology Officer
Paragon Wealth Strategies
04.2014 - 06.2016
- Prepared and processed paperwork for account opening, transferring, and changes
- Created marketing emails and client communications for over 100 wealth management clients
- Managed document retention, project execution, and onboarding
- Assisted with training new employees on Black Diamond software
- Supervised and trained junior Client Service Associate as direct report
Avionics Electrical Technician Second Class
United States Navy
01.2010 - 01.2014
- Troubleshot and repaired 4 U.S Military aircraft in fast paced, high intensity combat environments
- Prepared training records and assisted 6 junior sailors in getting qualifications for talent development
- Supervised and inspected work performed on aircraft in order to prevent occurrence of defects
- Worked on COMSEC and electronics systems in flight and on ground to quickly repair computer issues
- Demonstrated commitment to workplace safety protocols while working around hazardous materials, high-voltage components, and moving machinery in hangar environments.
Education
Bachelor of Arts - English/Communications
University of North Florida
Jacksonville, FL12.2017
Skills
- Product Documentation
- Customer Engagement
- Product marketing
- Market Analysis
- Teamwork and Collaboration
- Multitasking
- Excellent Communication
- Attention to Detail
- Adaptability and Flexibility
- New Employee Training
- Course design
- Small Group Instruction
Certification
Registered Investment Adviser Representative (Series 65), 11/01/18, Parked
Timeline
Client Advocate
SS&C Technologies; Black Diamond
06.2021 - 03.2024
Portfolio Management Associate
Paragon Wealth Strategies
01.2020 - 01.2021
Participant Service Manager
NestEggs Retirement Plan Services
03.2018 - 01.2020
Client Service Associate & Technology Officer
Paragon Wealth Strategies
04.2014 - 06.2016
Avionics Electrical Technician Second Class
United States Navy
01.2010 - 01.2014
Product Specialist
SS&C Technologies; Salentica
2024 - Current
Bachelor of Arts - English/Communications
University of North Florida
Registered Investment Adviser Representative (Series 65), 11/01/18, Parked
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