Jahlil Shipman
Charlotte,NC
Summary
Skilled professional with a focus on problem-solving and effective communication, backed by extensive customer service experience. Strong organizational skills and ability to work well in team environments. Quick learner and able to adapt and multitask, providing immediate value to team initiatives.
Overview
13
13
years of professional experience
Work History
Service360 Professional/Retirement Specialist
LPL Financial
Fort Mill, South Carolina
03.2023 - Current
- Started service 360, servicing new accounts, moving money, client line, and account transfer. Promoted to Retirements and worked on the IRA team for 9 months. Currently, I'm servicing Equitable Advisors as a 360-service professional.
- Research standard and complex issues, set customer expectations, and define the actions necessary to resolve the situation.
- Complete operational tasks, including case management, documentation, and email correspondence.
- Actively participate in training, and remain current with operational policies and procedures.
- Communicate operational and financial industry policies and procedures to advisors and support staff. Accommodate resolution outside of normal procedures when necessary.
- Utilize Service Empowerments to resolve advisor inquiries.
- Follow escalation procedures, and utilize the Linsco Service Delivery Consultant and/or management while maintaining case ownership.
- Identify process and procedure enhancements that drive the business forward by promoting a client-centric focus, and present the process improvement ideas to management and the Service Delivery Consultant.
- Assist and/or conduct team huddles, and service team reporting.
- Assist with projects to improve the advisor experience, and overall team efficiency.
- Assisted clients in understanding retirement plan options and benefits. Require minimum distribution (RMD). Roth conversions. Excess Removals and Recharacterization.
- Supported the administration of the company 401(k) plan, including enrollments and updates.
- Provided guidance on retirement plan contributions through payroll systems.
- Assisted with 401(k) enrollments, contribution updates, and plan questions.
Billing Specialist
Charter/Spectrum
Charlotte, USA
10.2019 - 01.2023
- Enhance Customer’s relationship with Spectrum.
- Receive incoming calls in a professional manner.
- Explain bills in detail to ensure customers' full understanding.
- Process order entries to set up service for cable, internet, home phone, in a timely manner.
- Skilled and knowledgeable in billing systems CRM, Gateway & Agent Os.
- Help teammates with order entry, and provide tips on how to de-escalate customers in various scenarios.
- Charter Achievement Award Winner Third Quarter 2020
Customer Service and Finance Representative/Trainer
IQOR
Charlotte, USA
08.2012 - 03.2019
- Trained new hire classes, taught agents sprint project and how to navigate billing system.
- Overall review of customer account, explain billing and reviewed financial options.
- Lead Agent w/ High balance project which handles outstanding accounts with high balance, place callbacks, made minor adjustment if necessary, received and handled all escalations calls.
Education
High School -
Central Islip High School
Long Island, NY06.2005
Skills
- Microsoft Word, Excel trained
- Retirement plan administration
- Financial policy communication
- Operational procedure compliance
- Process improvement identification
- Customer relationship management
- Training delivery
- Advisor support
- Conflict resolution
- Problem solving
- Attention to detail
- Team collaboration
References
Available on request.
Timeline
Service360 Professional/Retirement Specialist
LPL Financial
03.2023 - Current
Billing Specialist
Charter/Spectrum
10.2019 - 01.2023
Customer Service and Finance Representative/Trainer
IQOR
08.2012 - 03.2019
High School -
Central Islip High School