Kurstan Middlebrook
Tampa,FL
Summary
Proven track record in enhancing operational quality and customer satisfaction at Raymond James Financial Services, Inc. Excelled in roles requiring critical thinking and multitasking, achieving consistent results. Skilled in Microsoft Excel and effective communication, adept at resolving complex issues and fostering a culture of high performance.
Overview
11
11
years of professional experience
Work History
Compliance & Quality Assurance
Raymond James Financial Services, Inc
11.2017 - 05.2024
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Processed accounts for different departments in Operations which include New Accounts, Recon, Cancels & FA Advisory.
Sr. Advocate
Suncoast Credit Union
11.2016 - 11.2017
- Excelled in dispute resolution by employing creative problem-solving skills and sound judgment in challenging situations.
- Managed complex calls effectively and efficiently in a complex, fast-paced and challenging call-center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
Customer Service Representative
Duke Energy
01.2013 - 03.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Business Admin
Florida Community College of Jacksonville
Jacksonville, FL High School Diploma -
Palatka High School
Palatka, FL06.1998
Skills
- Computer Skills: Microsoft Word, Outlook, Powerpoint, Excel
- Dependable and Responsible
- Multitasking Abilities
- Calm Under Pressure
- Organization and Time Management
- Excellent Communication
- Problem Resolution
- Critical Thinking
- Active Listening
- Decision-Making
Timeline
Compliance & Quality Assurance
Raymond James Financial Services, Inc
11.2017 - 05.2024
Sr. Advocate
Suncoast Credit Union
11.2016 - 11.2017
Customer Service Representative
Duke Energy
01.2013 - 03.2015
Bachelor of Science - Business Admin
Florida Community College of Jacksonville
High School Diploma -
Palatka High School
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