Jasmine Coussinat
Walnut Creek,CA
Summary
SENIOR LEVEL: 22 years experience with Customer Service, Financial Planning, Client Service and Corporate Banking. Dynamic, results-oriented Client Service Specialist who is seeking next-level client services or internal personnel role. Finely honed leadership, strategic thinking, relationship-building, negotiation, written & verbal communication, interpersonal, analytical, technical, and problem-solving skills and investigative research.
QUALIFICATIONS & HIGHLIGHTS Career history of promotions into progressively larger-scoped roles based on outstanding leadership skills. Instrumental in maintaining elite client service with internal and external clients and maximizing client retention. Proven ability to communicate, collaborate, and negotiate effectively with professionals at all levels of an organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Driven Legal Assistant with 8 years of experience in Family and Probate Law. Highly skilled at multitasking and prioritizing tasks to complete projects on time and determine appropriate courses of action.
Overview
17
17
years of professional experience
Work History
Clerk Specialist (Contract)
Contra Costa Equal Employment Opportunity Office
2023.09 - Current
- Work closely with the Equal Employee Opportunity Officer
- Assist with explaining Contra Costa County Administrative Bulletin 429.4 and the process of setting up a case for potential complainants
- Create files, electronically and hard copies, if cases are open, coordinate and schedule interviews or meetings via phone or zoom for complainants, respondents and witnesses
- Organize materials for grievances
- Arrange and manage monthly ACEEO meetings with EEO Officer and the Advisory Counsel
- Input data into spreadsheets and databases.
- Edit and proofread investigation reports, intake, respondent and witness interview documents for accuracy and completeness.
- Manage calendars and schedule interviews via phone or in person to maintain smooth flow of operations
- Type intake interview notes, set-up and update investigator's log
- Provide quality clerical support through data entry, document management and email correspondence
- Maintain filing system and organize customer documents for easy retrieval of information.
- Assist in distributing recruitment resources to Community Based Organizations
Executive Legal Assistant
Cole & Van Note
2023.02 - Current
- Handle office scheduling and made notes for deadlines, motions and other important dates.
- File court documents and legal pleadings with court clerk on behalf of attorneys.
- Manage accounts and client records of clients, observing confidentiality and extreme discretion.
- Work alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Complete electronic filings, initiated billing statements and managed firm administrative matters.
- Complete document revisions, court document filings, travel arrangements and client billing.
- Review edit and proofread legislation drafts for proper grammar, spelling, punctuation and formatting.
- Prepare for trials, conducting legal research and drafting pleadings.
- Organize key evidence exhibits to prepare for trials, case management hearings or settlement conferences.
- Transcribe weekly and bi-weekly calendar meetings for staff and Attorneys.
- Complete Docketing and Calendaring Procedures
- Head of Project for move of 15 Staff Members
- Manage hiring for Legal Assistants Paralegals and Attorneys
- Manage case software for multiple documents; Court Orders, Motions, Summons, Settlement Agreements, etc.
- Coordinate meetings with Attorneys and Staff Members
- Worked alongside Attorneys, Administrative Assistants, and fellow Legal Assistants on complex cases and legal processes.
- Coordinated with court personnel and Attorneys to determine scheduling of hearings and filing documents.
- Transcribed information from typed or handwritten notes, shorthand or dictation and confirmed accuracy and correct formatting of documents.
- Assisted with preparation of trial materials and documents.
- Created and printed legal documents for Attorneys to review.
- Developed and maintained positive relationships with clients and colleagues.
- Filed documents with courts on behalf of Attorney.
- Diligently edited legal correspondence for grammar and spelling.
Client Operations Associate
MUFG Union Bank
2020.02 - 2020.06
- Responsible for accounting and operations of over 100 Highmark Capital’s accounts
- Daily support of cash management, fixed income and equity trade desks
- Reconcile internal accounting systems with outside custodian system
- Make sure holdings, transactions and cash are correctly reflected in Highmark Capital’s systems trade date basis
- Worked closely with Portfolio Managers regarding operations, reconciliation and reporting of client's accounts
- Directed automation of office procedures such as correspondence management, record keeping and online communications.
- Performed wide-ranging administrative, financial and service-related functions.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Completed daily logs for management review.
- Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Analyzed data to identify trends and patterns and exercise strategic decisions.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Collaborated with peers and other business areas to leverage best practices.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Gained extensive knowledge in data entry, analysis and reporting
- Worked effectively in fast-paced environments
- Demonstrated high levels of initiative and creativity while tackling difficult tasks
- Cultivated interpersonal skills by building positive relationships with others
Client Services Support
EP Wealth Advisors
2019.03 - 2019.12
- Assist with new client on-boarding activities including collection of required documentation, partnering with internal operation teams on process execution, client portal set up, welcome calls and proactive communication with clients
- Track and document over 100 client interactions, activities and meetings in CRM, ensuring notes are input timely as well as complaints
- Develop and maintain trusted relationships with custodian partners, vendors, client professional contacts and service providers
- Collaborate with wealth advisor, financial planner, and internal departments (operations, investments, billing, etc) to ensure requests are executed within defined service level agreements
- Participate in team projects, business initiatives and engage in training and education
- Performed all administrative tasks in office as needed
- Collaborated with community members to develop and implement service initiatives.
- Established and maintained relationships with key stakeholders.
- Assessed community needs and identified resources for social and community service programs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Conducted outreach activities to engage local stakeholders in programs.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Researched best practices and developed strategies to improve program outcomes.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions and alternatives within appropriate time-frames and followed up to achieve resolution.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Worked well in a team setting, providing support and guidance
- Resolved problems, improved operations and provided exceptional service
- Developed and maintained courteous and effective working relationships
- Completed general labor tasks such as loading and unloading materials, cleaning up job sites and operating heavy machinery
- Volunteered at local community organizations, providing assistance with day-to-day operations
- Skilled at working independently and collaboratively in a team environment
- Gained strong leadership skills by managing projects from start to finish
- Demonstrated strong organizational and time management skills while managing multiple projects
Implementation Coordinator
Wells Fargo Bank
2014.07 - 2015.03
- Managed portfolio of over 100 internal and external clients with Treasury Management needs
- Conducted highly complex service and training calls with clients regarding Treasury Management Products and services associated with Wells Fargo Commercial Electronic Office(CEO) platform
- In person presentations in regards to account performance management provided with Senior Level Management which created cross selling opportunities
- Administer implementation life-cycle for all process and coordinate with clients to maintain knowledge on all project goals and ensure completion within required time-frame
- Prepare installation guide and maintain status of all plans and design efficient roll-out schedule
- Maintain roll-out schedule for implementation projects, document all processes and recommend improvements
- Conducted quality assurance to verify accuracy of data used in IT projects.
- Updated customers and senior leaders on progress and roadblocks.
- Monitored and tracked project progress to support timely completion.
- Wrote, updated and maintained project documentation.
- Evaluated and defined internal and customer needs, implementing processes to address requirements.
- Implemented best practices to drive quality IT project delivery.
- Customized, developed and managed individualized deployments to assist utilization.
- Established and enforced project timelines and deadlines.
- Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
- Partnered with project team members to identify and quickly address problems.
- Documented specialized data and requirements to address business demands.
- Communicated project updates to stakeholders at all levels.
- Led custom product training and deployment to meet organizational goals.
- Organized project implementation resources and leveraged expertise to assist organizational roll-out.
- Created and implemented contingency plans to address potential risks.
- Generated reports for IT project progress and performance.
- Communicated project updates to stakeholders at all levels
- Created and implemented contingency plans to address potential risks
- Updated customers and senior leaders on progress and roadblocks
- Documented specialized data and requirements to address business demands
- Monitored and tracked project progress to support timely completion
- Assessed and analyzed customer requirements to develop effective IT project plans
Client Service Consultant
Wells Fargo
2006.07 - 2014.07
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Promptly responded to inquiries and requests from prospective customers
- Devised and published metrics to measure organization’s success in delivering world class customer service
- Maintained up to date knowledge of product and service changes
- Effective liaison between customers and internal departments
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Complied with bank operations and security procedures by participating in maintaining customer traffic surveys, audits and certification
- Personal Banker
- Managed consumer banking needs (loans, credit cards, account opening, cash & check deposits)
- Present financial products and services to existing and prospective customers
- Earned promotion from Personal Banker to Treasury Management Client Services Consultant in 12 months based on outstanding leadership and Customer Service skills
- Performed administrative duties
- Assist tellers with approval for cash and check transactions
- Complied with bank operations and security procedures by participating in All dual-control functions, maintaining customer traffic surveys, audits and certification
- Maintained accurate record-keeping with proactive attention to client information updates.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Developed and deepened client relationships to increase loyalty and brand engagement.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Updated accounts, documents and reports with efficiency and accuracy.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
- Maintained accurate record-keeping with proactive attention to client information updates
- Coordinated with operations staff to resolve service problems and boost client satisfaction
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards
Entertainment Manager
Solid Talent Management
Education
Psychology - Psychology
Laney College
Oakland, CA01.2023
Mass Communications - Mass Communications
Chabot College
Hayward, CA01.2005
Skills
- Subject Matter Expert
- MS Word, Excel, PowerPoint, Outlook, CRM
- On-Boarding
- Portfolio Management
- Client Relations
- Business Operations Procedures
- Strategic and financial planning
- Audit preparation and response
- Legal Research
- Project Management
- Document Preparation
- Database Management
- Case Management
- Meeting Preparation
- Court Document Filing
- Project Organization
- Court Policies
- Administrative Support
- Payroll Processing
- Legal Document Reviewing
- Executive Management Support
- Executive Counseling
- Client Service and Support
- Executive Calendars
- File Pleadings
- Prepare Exhibits
- Corporate Recruiting
- In-Person and Telephone Interviewing
- Recruitment Management
- Applicant Qualification for EEO complaints
- Calendaring
Timeline
Clerk Specialist (Contract)
Contra Costa Equal Employment Opportunity Office
2023.09 - Current
Executive Legal Assistant
Cole & Van Note
2023.02 - Current
Client Operations Associate
MUFG Union Bank
2020.02 - 2020.06
Client Services Support
EP Wealth Advisors
2019.03 - 2019.12
Implementation Coordinator
Wells Fargo Bank
2014.07 - 2015.03
Client Service Consultant
Wells Fargo
2006.07 - 2014.07
Entertainment Manager
Solid Talent Management
Psychology - Psychology
Laney College
Mass Communications - Mass Communications
Chabot College
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