Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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John Paul Larrahona

Palm Harbor,FL

Summary

Detail-oriented team player with strong organizational, teamwork, and communication skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals. Talented bilingual leader offering 3 years of experience in the financial customer service sector with Franklin Templeton and FIS.

Overview

10
10
years of professional experience

Work History

Financial Services Account Associate Senior

FIS Global
11.2022 - Current
  • Processes IRA and VO monetary, non-monetary transactions, and account maintenance items on FTTA.
  • Work with shareholders and financial professionals using Investar to get account specific information.
  • Conducts 1:1 mentoring, coaching, and training to those newly hired on Franklin Templeton systems, workflows and Policies and Procedures.
  • Mentor for 529/NJ Best plans and member of Spanish team (bilingual).
  • Handles and researches, if necessary, different questions and concerns from Financial Professionals and Shareholders.
  • Completes detailed and accurate Pega Cases.
  • Maintains 100% phone and transaction quality.

Financial Services Account Associate

FIS Global
02.2022 - 10.2022
  • Answer routine to complex customer inquiries, determine customer concerns/problems, and contribute to resolution of escalated issues by offering solutions within scope of work via 30+ inbound phone calls.
  • Communicate effectively via written correspondence (i.e. emails, faxes, and letters with investors, distributors, and brokers)
  • Adhere to all procedural guidelines and customer service standards to achieve operational, productivity and quality objectives.

Financial Services Account Associate

Franklin Templeton Investments, US Transfer Agent
09.2021 - 02.2022
  • Answer routine complex customer inquiries, determine customer concerns/problems, contribute to resolution of escalated issues by offering solutions within scope of work via inbound or outbound 30 phone calls per day.
  • Performed communication effectively via written correspondence (i.e. Emails, faxes, and letters with investors, distributors, and brokers)
  • Adhere to all procedural guidelines and customer service standards to achieve operational, productivity and quality objectives.

Server/Bartender

Jackson's Bistro & Bar LLC
09.2014 - 07.2020
  • Applied excellent organizational and multitasking abilities to handle simultaneous guest, team and business needs.
  • Trained new staff members in proper steps of service & how to use point of sales systems to manage sales.

Education

Some College (No Degree) - Human Ecology W/ Concentration in FoodService Mgmt

Montclair State University, Montclair, NJ, US
Montclair, NJ

High School Diploma -

Harrison High School
Harrison, NJ
06.1992

Skills

  • IRS Regulations Tax Compliance US
  • Address and research tax and cost basis related questions for financial professional and shareholders
  • Knowledge of financial services industry terminology and processes
  • Understanding of FIS' role as sub-TA service provider
  • Strong organizational, teamwork, and communication skills
  • Bilingual in Spanish & English
  • Attention To Detail
  • Investar
  • Pega
  • MS Office
  • Research and documentation
  • Committed team player

Accomplishments

  • Achieved Rating of "EXCEEDS" from Manager on Mid Year and Year End Connect Performance Reviews 08/23 and 02/24.
  • Mentor for Senior Level Associates (WT) and New Hires.
  • Achieved "I AM Customer Service Award" 11/2023.
  • Achieved ALL-STAR Nomination Award for Q3 2023 - 100% Quality.
  • Promoted to Senior Retirements Skill to handle tax questions and tax forms for Franklin Templeton shareholders and financial professionals August 2023.
  • Recognized July 2023 for contributing impactful innovative ideas towards Continuous Improvement Initiative that led to immediate additions/changes to FT website.
  • Have led team meetings with ice breakers and presentations on several occasions.
  • Promoted to Financial Services Account Associate Senior 11/3/2022 for Wealth Transfers skill.
  • Hired by FT September 2021 as Client Services Representative & promoted to 529 & Spanish teams March 2022.

Timeline

Financial Services Account Associate Senior

FIS Global
11.2022 - Current

Financial Services Account Associate

FIS Global
02.2022 - 10.2022

Financial Services Account Associate

Franklin Templeton Investments, US Transfer Agent
09.2021 - 02.2022

Server/Bartender

Jackson's Bistro & Bar LLC
09.2014 - 07.2020

Some College (No Degree) - Human Ecology W/ Concentration in FoodService Mgmt

Montclair State University, Montclair, NJ, US

High School Diploma -

Harrison High School

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John Paul Larrahona