Lovena Holland
Orlando,Florida
Summary
Finance professional with comprehensive understanding of brokerage operations and financial markets. Adept at identifying client needs and delivering tailored financial solutions. Strong focus on team collaboration and achieving results through adaptability and reliability. Proficient in risk assessment and regulatory compliance with SIE, Series 7 and 63 certifications.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Finance Broker
Charles Schwab
03.2023 - Current
- Assist client in making informed decisions about their future
- Network and prospect for new clients
- Educate clients on financial tools, market risks and strategies
- Facilitate movement of funds between client accounts
- Troubleshoot online access and guide clients through website
- Educate clients on trading tools, market mechanics, & retirement choices
- Process customer orders effecting timely execution in equities, options, fixed income, and mutual funds in accordance with current policy and procedure
- Effectively resolve clients inquiries related to account activity, portfolio holdings, cost basis, corporate actions, commissions and fees
- Provide clients with applicable security information such as price, yield, performance information, and additional information that adds value to our clients
Member Service Advocate
Maxor Pharmacy
02.2022 - 06.2023
- Conducted thorough research to accurately answer member questions, demonstrating expertise in product offerings
- Streamlined service processes for quicker response times and increased efficiency
- Collaborated with cross-functional teams to resolve complex member concerns regarding prescription claims and prior authorizations
- Followed up with customers about resolved issues to maintain high standards of customer service
- Coordinated comprehensive pharmacy care plans and medication therapy management via specialty mail order
- Facilitated communication between pharmacy staff, healthcare providers, insurance companies, and patients for seamless care coordination experiences
- Ensured compliance with regulatory requirements by staying up-to-date on industry standards, guidelines, and laws
Pharmacy Service Care Representative
CVS Health
01.2019 - 12.2021
- Answered incoming calls, scheduled appointments and delivery of specialty life sustaining medications
- Ensured proper follow-ups are initiated so patients therapy is not disrupted
- Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information
- Resolved billing issues promptly, leading to a higher level of customer satisfaction.
- Enhanced communication between patients and healthcare providers by ensuring accurate documentation of patient concerns.
- Ensure highest quality of care and is in compliance with federal, state, and local regulatory requirements
Resolution Liaison
Vistana Signature Experiences
01.2014 - 12.2019
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated customer reservations and future stays up to 24 months in advance
- Maintained up-to-date knowledge of industry trends, sharing insights with sales team at over 22 resorts along with colleagues within the corporate office
- Aided in the development and training of team members contributing to improved performance outcomes
- Spear-headed special projects related to the relocation of timeshare owners in instances of natural disasters where our properties were impacted
- Solved conflicts and addressed issues that occurred between timeshare holders and sales representatives swiftly
- Contributed to the successful execution of company-wide initiatives through diligent tracking of project milestones and deliverables
- Collaborated closely with department heads to identify opportunities for process improvement initiatives
Education
Associate of Science - Cyber Security
Valencia College
Orlando, FL01-2026
High School Diploma -
Oak Ridge High School
Orlando, FL01.2005
Skills
- Microsoft Office
- Salesforce
- Critical thinking and analytical skills
- Strong written and verbal communication skills
- Exceptional customer service skills
- Client management
- Portfolio management
- Self motivation
- Investment strategies
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Certification
- Securities Industry Essentials Certification
- General Securities Representative Exam (Series 7) - Financial Industry Regulatory Authority (FINRA).
- Uniform Securities Agent State Law Examination (Series 63) - North American Securities Administrators Association (NASAA).
Major Accomplishments
- 10/13/14, Promoted to Resolution Liaison within 9 months of employment with Vistana Signature Experiences
- 01/01/18, Lead performer in Mortgage Payout Campaign, generated $350,000 in mortgage payoffs within 2 months
- 07/31/19, Consistent 5 Star Performance for 6 consecutive months with Vistana Signature Experiences
- 05/15/20, Awarded Employee of the Quarter with CVS Health
- 03/31/2023 Maintained highest customer satisfaction survey ratings for 3-consecutive months with Maxor Pharmacy
Timeline
Finance Broker
Charles Schwab
03.2023 - Current
Member Service Advocate
Maxor Pharmacy
02.2022 - 06.2023
Pharmacy Service Care Representative
CVS Health
01.2019 - 12.2021
Resolution Liaison
Vistana Signature Experiences
01.2014 - 12.2019
High School Diploma -
Oak Ridge High School
Associate of Science - Cyber Security
Valencia College
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