Summary
Overview
Work History
Education
Skills
Timeline
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IEISHA SHANNON

Charlotte,NC

Summary

Driven to excel, I leveraged critical thinking and Microsoft Excel skills at LPL Financial to enhance service delivery efficiency and improve client satisfaction. My background includes mentoring, process improvement, and ensuring compliance with industry regulations, demonstrating a strong blend of technical expertise and interpersonal abilities. Achieved significant reductions in response times, underscoring a commitment to excellence and results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience

Work History

Associate Service Consultant

LPL Financial
06.2017 - Current
  • Communicated operational and financial industry policies / procedures to ensure financial advisors were in compliance with FINRA regulations.
  • Provided excellent customer service by compiling pertinent information from financial advisors to research complex issues and resolve them in a timely fashion.
  • Responsible for processing charges and credits from various internal and external partners including financial advisors, institutions and large enterprises.
  • Maintained detailed records of all client interactions, enabling effective tracking of progress and follow-up actions as needed.
  • Trained New Hires
  • Processed compensation corrections regarding incorrect payments to advisors.
  • Reduced response times for client inquiries, enhancing the overall customer experience.
  • Navigated multiple computer systems, applications and utilized search tools to find information.
  • Identified opportunities for process improvement, implementing changes that led to enhanced efficiency and effectiveness in service delivery.
  • Perform other duties as assigned, including special projects, regulatory research and reporting
  • Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability.
  • Worked closely with other departments to provide seamless service delivery for complex client requests.
  • Met SLA deadlines in accordance with department policies and procedures.
  • Excellent verbal and written communication skills
  • Assisted with interviews for New Hires

Insurance Agent

The Hartford Financial
01.2015 - 06.2017
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
  • Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
  • Mentored junior agents, sharing industry insights and best practices for success in the field.
  • Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurance related.
  • Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
  • Educated clients on insurance policies and procedures.

Agency Support Representative

ALLSTATE INSURANCE CO.
01.2012 - 12.2014
  • Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
  • Supported agency operations by maintaining accurate records and processing documentation.
  • Reduced response times to client inquiries by implementing standardized procedures for issue resolution.
  • Improved client retention rates through proactive outreach and follow-up efforts.
  • Managed multiple projects simultaneously, meeting strict deadlines under pressure.
  • Contributed to team success by providing administrative support during peak business periods.
  • Conducted thorough research on behalf of clients to provide informed recommendations based on their unique needs.
  • Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance across all activities.
  • Completed daily logs for management review.
  • Trained and supervised employees on office policies and procedures.
  • Increased customer service success rates by quickly resolving issues.
  • Stayed up to date with learning resources and communicated gaps in coverage.

Education

Associate of Science - Business Administration

York Technical College
Rock Hill, SC
06.2025

High School Diploma -

York Comprehensive High School
York, SC
01.2011

Skills

  • Problem Resolution
  • Microsoft Excel
  • Critical Thinking
  • Problem-solving abilities
  • Data Entry
  • Documentation
  • Microsoft Outlook
  • Follow-up skills
  • Dispute Resolution
  • SIE
  • Procedure & Policy Implementation

Timeline

Associate Service Consultant

LPL Financial
06.2017 - Current

Insurance Agent

The Hartford Financial
01.2015 - 06.2017

Agency Support Representative

ALLSTATE INSURANCE CO.
01.2012 - 12.2014

Associate of Science - Business Administration

York Technical College

High School Diploma -

York Comprehensive High School

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IEISHA SHANNON