T'Keiah Land
Financial Professional
Saint Paul,MN
Summary
Versatile customer oriented professional with 8+years of financial services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborated with senior management to present performance reports and solve issues to propel business objectives and achieve goals. Outstanding problem solver with superb interpersonal skills.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Client Service Associate
Waterfront Financial Group
Edina, MN
01.2022 - 09.2023
- Served as first point of contact by creating welcome video for prospects as part of onboarding client experience process.
- Updated 200+ client files via SharePoint & Client Relationship Management tool, for client contact notes and daily client related activities via task workflows.
- Scheduled client meetings and prepped financial plan update reports via virtual or in office environment.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
- Assisted clients with setting up or closing accounts, completing ACH request troubleshoot online account access.
Order Taker/Barista/Cashier
Caribou Coffee
Inver Grove Heights, MN
12.2021 - 05.2022
- Created personalized welcoming experiences while taking customer’s orders in demanding environment.
- Memorized 20+ specialty coffee and tea orders for regular customers and built rapport to increase brand loyalty.
- Entered orders into computer system quickly and in proper sequence.
- Described menu items in detail and educated customers about drink options.
Custody Operations Specialist
U.S. Bank
Saint Paul, MN
10.2021 - 12.2021
- Supported custody operational functions, systems, procedures, various products and/or services, for global account openings within Wealth Management & Investment Services business lines and clients.
- Effectively and accurately completed 5 weekly new account assignments within 2 business days.
- Collected, arranged, and input information into Dexter and SEI database system.
Customer Service Phone Coach/Customer Service Expert/Customer Service Representative
Ameriprise Financial Services, LLC
Minneapolis, MN
05.2015 - 10.2021
- Promoted to senior customer service expert in financial call center environment in 2017 through excelling as subject matter expert.
- Collaborated with internal business partner on creating financial services training materials for 8-10 new employees and facilitated four new hire training classes (including one being fully virtual in 2020
- Handled high volume 50+ calls while maintaining overall quality assurance metrics averaging at 60 seconds hold, 90% overall first call resolution satisfaction surveys and 5-7 min average talk time.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Guest Service Team Leader/Guest Service Representative
Mall of America
Bloomington, MN
01.2010 - 05.2015
- Managed 20+ guest service associates regarding daily task & resolved guest concerns, ticket exchanges and scheduled reps for workstations for day.
- First point of contact via mall entrances to assist guest and resolve issues in timely manner.
- Collaborated across multiple departments to assist during busy peak hours.
- Led team meetings to address concerns and inform employees of new policies and procedures.
Education
Bachelor of Arts - Sociology
University of Minnesota
Minneapolis, MN 09.2010 - 12.2014
Skills
Client relationship management
Attention to Detail
Active Listening
Troubleshooting
Professional telephone demeanor
Complaint resolution
Corporate processes and procedures
Dale Carnegie-Skill for Sucess
3 Week course to build confidence and personal leadership skills. Enhanced communication skills through emotional intelligence and storytelling to convey a clear and concise message. Learned how to minimize stress and worry while encouraging positive thinking. Graduated July 2023.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Client Service Associate
Waterfront Financial Group
01.2022 - 09.2023
Order Taker/Barista/Cashier
Caribou Coffee
12.2021 - 05.2022
Custody Operations Specialist
U.S. Bank
10.2021 - 12.2021
Customer Service Phone Coach/Customer Service Expert/Customer Service Representative
Ameriprise Financial Services, LLC
05.2015 - 10.2021
Bachelor of Arts - Sociology
University of Minnesota
09.2010 - 12.2014
Guest Service Team Leader/Guest Service Representative
Mall of America
01.2010 - 05.2015