Morgan Daffern
American Fork,UT
Summary
Seasoned professional in conflict resolution, known for high productivity and efficient task completion. Skilled in negotiation, active listening, and communication, ensuring fair outcomes in complex situations. Excel at empathy, patience, and problem-solving to navigate through disputes and foster mutual understanding.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Complaint Resolution Specialist (Contractor)
Wells Fargo Advisors
Salt Lake City, UT
05.2024 - 11.2024
- Resolved complaints for both Brokerage and general Banking.
- Specialized in Executive Office (EO) level complaints, which required special handling and multiple call-outs to the complainant.
- Provided audit reports that detail in depth how the client's issue occurred, and how it was resolved.
- Drafted official correspondence to customers regarding the resolutions of their issues.
- This role required knowledge of regulations, UDAAP, misconduct, and discrimination against protected classes.
Quality Assurance Analyst
Etrade & Morgan Stanley
Sandy, Utah
01.2021 - 02.2024
- Completed deadlines for multiple teams per month.
- Provided QA deep dives: Call drivers, individual team analysts, to determine impactful trends that both reduced and improved quality scores.
- Worked directly with our training team to introduce proper call flow, ownership statements, and company-required disclosures. As well as training on how to handle difficult client calls and chats.
- Held training sessions to review the QA scorecard. This helped to ensure a smooth transition for representatives moving out of training and into taking live calls and chats.
Financial Services Representative
Fidelity Investments
Salt Lake City, UT
06.2014 - 12.2020
- Offer customer service relations via all forms of communication: phones, instant messaging (chat), and email. Services range from general account maintenance, trading, monetary transactions, and investing discussions on mutual funds, stocks, and ETFs, along with probing clients into discussions on additional assets and interests in consolidating their assets with our firm.
- Exceeded all stat requirements, along with Fidelity’s Excellence in Action Award Sept 2016.
- Acquired exposure and expertise to the following specialty departments: Retirements, Stock plan, High Net Worth, and High Opportunity, Full Trader, and Electronic Response
Skills
- Ability to work within a team, as well as independently
- Case management
- Multitasking Abilities
- Teamwork
- Document preparation
- Professionalism
- Performance Metrics
- Client relationship building
Certification
- Series 63 - Received August 2, 2014
- Series 7 - Received September 12, 2014
References
- Derrick Bevan 801-913-4450
- Brendon Jackson 801-970-1514
- Jordan Kennard 801-856-7513
- Greg Edwards 801-318-4290
- Emilio Villanueva 801-512-9053
Timeline
Complaint Resolution Specialist (Contractor)
Wells Fargo Advisors
05.2024 - 11.2024
Quality Assurance Analyst
Etrade & Morgan Stanley
01.2021 - 02.2024
Financial Services Representative
Fidelity Investments
06.2014 - 12.2020
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