Jamaica Popejoy

• Provide primary customer support to internal and external customers regarding Transfer Agency Mutual Funds, demonstrating empathy and addressing concerns promptly.
• Monitor team member productivity, provide feedback, and implement innovative improvement strategies to enhance efficiency and performance.
• Train new personnel on company operations, policies, and the investment industry.
• Ensure adherence to regulatory and operational changes, minimizing process inconsistencies.
• Cross-train and provide backup support for organizational leadership.

Change of Ownership Specialist August 2019- May 2021

Annuities Specialist April 2018- August 2019

529 Internship January 2018- April 2018

Transfer Agency Representative July 2017-January 2018

• Acted as a single point of contact for complex and sensitive client issues, fostering strong relationships.
• Effectively prioritized service case load, resolving customer issues during the first call.
• Developed an in-depth understanding of the investment industry and company products, offering comprehensive support.
• Obtained Life Insurance License in all 50 states, FINRA Series 6, 7 and 63 registrations, demonstrating a commitment to professional development.

• Facilitated communication between departments, managing deadlines and workflows to keep projects on schedule.
• Adapted professionally to frequent changes, delays, and unexpected events.
• Maintained accurate project files and input data into the database system, ensuring quality and compliance.

• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Optimized organizational processes by effectively managing 19 technician schedules.
• Obtained State Certifications in Pest Control and Termite Management.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
• Performed accounts receivable collections for past due accounts by conducting collection calls.
• Answered phone calls and answered questions from existing customers.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Sorted, opened, and routed mail and deliveries to meet business requirements.
• Conducted research to assist with routine tasks and special projects.