Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Fivecoat

Herriman,Utah

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

11
11
years of professional experience

Work History

Transfer Of Assets Training Coordinator

E*TRADE Financial
06.2022 - 03.2023
  • Coordinated all required access tickets for new hires throughout their onboarding process.
  • Planned and scheduled training sessions to cover programming systems and training materials.
  • Created, updated and managed training materials and how-to documents. Identified gaps in training program.
  • Collaborated with customer service to train representatives outside of the Transfer of Assets team on basic transfer processes.
  • Managed and edited current policy and procedure documents.
  • Collaborated with subject matter experts to enhance training materials to increase efficiency and avoid errors.

Transfer of Assets Pod Lead

E*TRADE Financial
02.2022 - 06.2022
  • Responsible for ensuring timely review of workflow processing queues within the NON-ACAT POD.
  • Created processing guides for my group to ensure consistency and business continuity.
  • Provided hands-on training for representatives during high turn over environment.
  • Created development plans to open career path opportunities for my team.

Transfer of Asset Operations Analyst

E*TRADE Financial
04.2018 - 02.2022
  • Became subject matter expert in ACAT, DRS and Incoming Non-ACAT processes.
  • Provided excellent customer service to both internal and external clients while educating them on the transfer process via phone calls, secure messages and email
  • Regularly reviewed client requests to verify accuracy of supporting documents provided to limit risk and ensure accurate handling of transfers.

Customer Service Representative

E*TRADE Financial
10.2016 - 04.2018
  • Assisted a wide variety of clients ranging from international stock plans to high net worth active traders through daily account services including product education, website navigation, troubleshooting, money movement and distributions.
  • Effectively communicated processes to internal and external customers.
  • Consistently demonstrated adaptability to provide superlative client interactions.
  • Regularly achieved highest metrics for quality of service and accuracy of information while maintaining efficiency.

Sales Associate & Key Holder

Schubach Jewelers
07.2016 - 10.2016
  • Responsible for security of showroom by being the main keyholder for shop opening and closing.
  • Led team in sales goals success by assisting customers in creating custom jewelry.
  • Streamlined the repair process to ensure high quality maintenance and quick turnaround.

Associate Financial Service Representative

E*TRADE Financial
02.2016 - 03.2016
  • Trained for series 7 licensing exam.
  • Actively participated in discussions with trainers and peers.
  • Sought out assistance to gain a better understanding of difficult material.
  • Dedicated additional time outside of training class for additional study.

Senior Verification Credit Analyst

Discover Financial Services
08.2015 - 02.2016
  • Consistently earned a high contributor rating in areas of customer care and procedural accuracy.
  • Quickly learned handling for fraud processes, limit increase requests, and secured card applications.
  • Evaluated credit bureau data to determine risk and manage credit lines.

Communication Specialist Intern

Discover Financial Services
05.2015 - 08.2015
  • Balanced multiple deadlined tasks by utilizing time management and organizational skills.
  • Worked with senior staff on projects to provide clarity to procedures for analysts.
  • Responded to and implemented analyst feedback in a timely professional manner.
  • Presented proposals in communication council and senior management meetings.

Verification Analyst

Discover Financial Services
06.2013 - 05.2015
  • Selected for mentor position while participating in the Account Manager Development Program.
  • Evaluated behaviors to provide witten feedback and coaching to peers struggling to meet their goals.
  • Established Leadership role while on The Listening and Amazing Customer Experience Call Committee.

Team Leader

Chick-fil-A West Valley
07.2012 - 06.2013
  • Executed Daily production lists and goals with outstanding results on a routine basis.
  • Increased breakfast sales over 20% by branding and building customer loyalty.
  • Provided accurate and appropriate information in regards to customer inquiries and catering opportunities.

Education

High School Diploma -

Hunter High School
West Valley City, UT
05.2011

Skills

  • Excellent customer service
  • Exceptional written and verbal communication
  • Microsoft Office - Excel, Word, Powerpoint, Teams
  • Risk management
  • Document verification
  • Employee coaching
  • Materials organization
  • Project management

Timeline

Transfer Of Assets Training Coordinator

E*TRADE Financial
06.2022 - 03.2023

Transfer of Assets Pod Lead

E*TRADE Financial
02.2022 - 06.2022

Transfer of Asset Operations Analyst

E*TRADE Financial
04.2018 - 02.2022

Customer Service Representative

E*TRADE Financial
10.2016 - 04.2018

Sales Associate & Key Holder

Schubach Jewelers
07.2016 - 10.2016

Associate Financial Service Representative

E*TRADE Financial
02.2016 - 03.2016

Senior Verification Credit Analyst

Discover Financial Services
08.2015 - 02.2016

Communication Specialist Intern

Discover Financial Services
05.2015 - 08.2015

Verification Analyst

Discover Financial Services
06.2013 - 05.2015

Team Leader

Chick-fil-A West Valley
07.2012 - 06.2013

High School Diploma -

Hunter High School

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