Kathy Shannon
Cool Ridge
Summary
Dynamic financial professional with a proven track record at JPMorgan Chase, excelling in problem-solving and attention to detail. Adept at building client relationships and developing tailored financial strategies. Recognized for enhancing service quality and achieving high first-call resolution rates, demonstrating strong communication and critical thinking skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Contractor - Money Out NIGO
Rose International for Nationwide Financial
10.2023 - 08.2025
- Resolving Not In Good Order (NIGO) requests.
- Owned task until completed. Contacted participant if needed.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Inbound Call Center Representative
Empower Retirement
10.2021 - 05.2023
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Financial Services Associate
JPMorgan Chase
07.2013 - 10.2020
- Provided financial reports and interpreted financial information to managerial staff while recommending further courses of action.
- Administered account transactions with customers and assisted in generating sales opportunities.
- Maintained knowledge of new investment products and assisted in developing sales strategies.
- Administered account transactions and responded to customer inquiries concerning financial products.
- Demonstrated exceptional attention to detail when reviewing client accounts, identifying errors or discrepancies early on.
- Assisted in the preparation of comprehensive financial plans to help clients achieve their financial goals.
Financial Advisor /Senior Administrative Associate
Morgan Stanley
10.1998 - 07.2013
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Established new client relationships by conducting thorough needs assessments during initial consultations.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Analyzed clients'' risk tolerance levels, developing customized investment portfolios that aligned with their personal objectives.
- Provided estate planning advice, assisting clients in securing their financial legacy.
- Advised clients on investments, retirement and estate planning.
Education
High School Diploma -
Shady Spring High School
Shady Spring, WVAssociate of Science - Financial Services
Axia
Phoenix, AZ06-2010
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ02-2012
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Excellent communication
- Critical thinking
- Computer skills
- Decision-making
- Problem resolution
- Verbal communication
Certification
Chartered Life Underwriter (CLU), The American College, Oct 1992
Chartered Financial Consultant (ChFC), The American College, Feb 1997
Timeline
Contractor - Money Out NIGO
Rose International for Nationwide Financial
10.2023 - 08.2025
Inbound Call Center Representative
Empower Retirement
10.2021 - 05.2023
Financial Services Associate
JPMorgan Chase
07.2013 - 10.2020
Financial Advisor /Senior Administrative Associate
Morgan Stanley
10.1998 - 07.2013
High School Diploma -
Shady Spring High School
Associate of Science - Financial Services
Axia
Bachelor of Science - Business Management
University of Phoenix