Kelli Gulch
Dorr
Summary
Detail-oriented operations analyst with experience in organizing, problem-solving, and project management. Experience with Charles Schwab, Fidelity, and Altruist. Proficient in Zendesk, Salesforce, and Orion. I am ready to apply my knowledge and abilities to take on new professional challenges with an established company.
Overview
11
11
years of professional experience
Work History
Operations Analyst
Fusion Capital Managment
Coppell
10.2023 - Current
- Managed service tickets to ensure timely responses and resolutions.
- Assisted clients with product inquiries and service requests.
- Identified opportunities to improve customer service procedures and implemented changes accordingly.
- Delivered high level of service to clients in effort to build upon relationships for future.
HIGH TOUCH ADVISOR SUPPORT REP
ALTRUIST FINANCIAL
CULVER CITY
01.2021 - 10.2023
- Excelling in high-volume chat and email support, consistently achieving SLAs.
- Training new employees and providing cross-team assistance.
- Expertise in handling escalations, utilizing JIRA, Zendesk, Salesforce, and more.
ADVISOR SUPPORT SPECIALIST
FORMULA FOLIO INVESTMENTS
GRAND RAPIDS
01.2017 - 01.2021
- Provided tailored support to over 200 financial advisors nationally via phone and email.
- Exemplified confidentiality and delivered top-tier customer service.
- Demonstrated adaptability and efficiency in both team and independent settings.
ASSISTANT MANAGER
WEST MICHIGAN COMMUNITY BANK
JENISON
01.2015 - 01.2017
- Assisted in training staff on customer service best practices and bank policies.
- Managed customer inquiries, resolving issues with professionalism and efficiency.
- Oversaw compliance with banking regulations and internal policies for transactions.
- Supported daily operations by coordinating team activities and schedules.
Education
Bachelor of Science - Criminal Justice
Grand Valley State University
01.2011
High School Diploma - College Prep
Wayland High School
01.2007
Skills
- Proficient team player skilled in effective multitasking
- Thrives under pressure while maintaining a positive and composed demeanor
- Escalation handling
- Customer relationship management
- Training development
- Team collaboration
- Certified with Series 99
References
References available upon request.
Timeline
Operations Analyst
Fusion Capital Managment
10.2023 - Current
HIGH TOUCH ADVISOR SUPPORT REP
ALTRUIST FINANCIAL
01.2021 - 10.2023
ADVISOR SUPPORT SPECIALIST
FORMULA FOLIO INVESTMENTS
01.2017 - 01.2021
ASSISTANT MANAGER
WEST MICHIGAN COMMUNITY BANK
01.2015 - 01.2017
Bachelor of Science - Criminal Justice
Grand Valley State University
High School Diploma - College Prep
Wayland High School