Experienced customer service and financial service professional looking for a position in a any finance or customer service role . Over 25 plus years experience in various customer service positions on phones and nonphones.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Client Service /Business Operations Manager
Islamorada Investment Management
Islamorada, FL
07.2017 - 06.2020
Managed all fee based investment accounts.
Resolved customer complaints quickly and effectively.
Ensured compliance with all relevant policies and procedures.
Registered Broker Service Representative
UBS Financial Services (Team from Morgan Stanley)
Aventura, FL
02.2013 - 08.2015
Group managed $5B assets under management (AUM)
Assisted broker in running managed money portfolios for clients
Provide clients with information on how to best utilize their money
Open Client accounts and handle all client account questions
Contacting clients to set up broker meetings to conduct an in-depth client review of financial circumstances and future financial goals
Keep up to date with financial products and legislations.
Registered Broker Service Representative
Morgan Stanley Smith Barney
Aventura, FL
12.2004 - 02.2013
Group manages $5B assets under management (AUM)
Assist Broker in running managed money portfolios for qualified clients
Open Client accounts and handle all client account questions
Contacting clients to set up broker meetings to conduct an in-depth client review of financial circumstances and future financial goals
Registered Regional Sales Service Representative
Pioneer Investments
Miami, FL
12.2000 - 11.2004
Responsible for supporting and selling mutual funds and separately managed accounts for domestic and Latin American clients
Profile and qualify new leads
Responsible for developing Latin America Region.
Registered Regional Sales Service Representative
Pioneer investments
Boston, MA
05.1998 - 12.2000
Responsible for supporting and selling mutual funds and separately managed accounts for domestic and Latin American clients
Utilizes company products in an effort to develop business
Profile and qualify new leads
Responsible for mailings/literature requests
Registered Regional Internal Sales Representative
Putnam Investments
Boston, MA
05.1997 - 05.1998
Responsible for mailings/literature requests
Responded to inbound phone calls
Answered client questions on new mutual fund products.
Customer Service Representative
Nationwide Cellular Service
Needham, MA
11.1995 - 05.1997
Answered customer inquiries regarding cell phone products and services.
Provided customer service to resolve customer complaints in a timely manner.
Assisted customers with monthly billing inquiries.
Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Resolved problems by working with other departments to provide solutions that meet customer needs.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
2IC, Manager Client Service Operations (Acting) at Ministry Of Social Development - Work And Income NZ2IC, Manager Client Service Operations (Acting) at Ministry Of Social Development - Work And Income NZ