Hi, I’m
Angela Ledbetter
St Louis,MO
Summary
Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
years of professional experience
4
Certificate
Work History
Wells Fargo Advisors
Business Accountability Specialist
01.2021 - Current
Job overview
- Quality Assurance for complaints about the brokerage business, managing 30 average cases per day
- Internal customer support on issues; support internal and external customers by providing a more complex variety of support services in account management, operations, documentation, customer service
- FINRA specialist
- L & D, coaching and mentoring
- Special projects from senior management involving KPI and metric calibration and coaching.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Developed and implemented systems to track customer feedback and satisfaction.
- Attended training programs to deepen professional skillset and assisted in training fellow associates on existing and new training programs.
TD Ameritrade
New Client Account Specialist
01.2020 - 12.2021
Job overview
- New and foreign account setup, b2b sales, Kana, Macro set up and maintenance, strict policy adherence.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Conducted case management activities and services with a multidisciplinary team.
- Set up new customer accounts and updated existing profiles with the latest information.
- Analyzed financial data and generated accurate, insightful reports for management.
- Prospected for new customers in target areas or demographics to bring in new business.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Cash App
Customer Success Specialist
01.2019 - 12.2020
Job overview
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information. Managed an average of 50 cases per day
- Development of training programs for neurodivergent individuals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
TD Ameritrade
Financial Services Representative
01.2017 - 12.2019
Job overview
- Agile ambassador leading and supporting project management teams of multi-level associates and executives on various initiatives.
- Maintained updated records of all financial transactions to support traceability. Managed an average of 100 calls per day
- Responded to inquiries from clients and provided proactive solutions.
- IRA account specialist, up to date on current IRS laws for contributions & distributions for individuals and small businesses
- Process trades for individuals & small businesses in various account types
- Facilitate peer coaching
- Proficient in sales and cross-sales
- Receiver of multiple excellence in service and president club awards for performance.
Pierce Services
Senior Project Manager
01.2013 - 12.2019
Job overview
- Customer service, billing, accounts receivable, job bid analysis, data entry, inventory management, light construction, appointment setting, and compiling reports for the owner.
- Monitored project progress, identified risks, and implemented corrective measures to achieve success.
- Coordinated cross-functional teams to determine timely delivery and compliance with project requirements.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep a project on track.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
Education
Maryville University of Saint LouisSt. Louis, MO
Bachelor's degree from Communication Sciences & Disorders
12.2023
Stephens CollegeSt. Louis, MO
Associate's degree from Customer Service Management
01.1999
Skills
- FINRA SIE, Series 7 and 63
- TDA Professionals pillar member, Community Council member
- Agile Project Management
- Training And Development, Short Message Service, Management
- Project Management, Coaching
- Financial services, Sales, Customer Service
- Quality Assurance, Jira, Account Management
- Scrum, Calibration
- Customer Relations, Resource Allocation
- Supply Management, Root Cause Analysis
- Proficient in Microsoft Office Suite
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Excellence in Service Award winner
- President's Club Award winner
Certification
- Series 7
- Series 63
- FINRA License
Languages
French
Limited Working
Timeline
Business Accountability Specialist
Wells Fargo Advisors
01.2021 - Current
New Client Account Specialist
TD Ameritrade
01.2020 - 12.2021
Customer Success Specialist
Cash App
01.2019 - 12.2020
Financial Services Representative
TD Ameritrade
01.2017 - 12.2019
Senior Project Manager
Pierce Services
01.2013 - 12.2019
Maryville University of Saint Louis
Bachelor's degree from Communication Sciences & Disorders
Stephens College
Associate's degree from Customer Service Management