Summary
Overview
Work History
Education
Skills
Certification
Education and Training
References
Timeline
Generic
Victoria Spero

Victoria Spero

Toms River,NJ

Summary

Dynamic Partner Support Lead at DriveWealth with exceptional project management and communication skills. Successfully developed comprehensive knowledge articles, enhancing organizational efficiency and user satisfaction. Proven track record in training and mentoring teams, while effectively managing high-volume ticket queues to ensure optimal service delivery. Committed to continuous improvement and stakeholder engagement.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Partner Support Lead

DriveWealth
New York , NY
01.2023 - Current
  • Led and managed projects focused on creating and maintaining knowledge base articles to improve organizational and partner knowledge sharing.
  • Developed comprehensive knowledge articles, ensuring clarity, accuracy, and usability for end-users, and support teams.
  • Utilized ServiceNow for incident management, workflow automation, and tracking project tasks.
  • Coordinated with cross-functional teams to gather content and update knowledge base articles.
  • Monitored project progress using ServiceNow dashboards and reporting tools, ensuring timely completion.
  • Conducted training sessions for internal and external teams on best practices for knowledge articles and ServiceNow usage.
  • Managed and prioritized daily ticket queues within ServiceNow, ensuring timely resolution of incidents and service requests to maintain optimal operational efficiency and SLA's.

Partner Operations Specialist

DriveWealth
Jersey City, NJ
05.2022 - 01.2023
  • Trained and mentored the client service team members to drive continuous improvement.
  • Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with the services provided.
  • Created and documented 25 Standard Operating Procedures covering cash management, transfers, corporate actions and company policies.
  • Identified operational pain points and collaborated with operational and management teams to provide improvements
  • Managed and worked high-volume ticket queues.

Client Service Associate

DriveWealth
Jersey City, NJ
04.2021 - 05.2022
  • Delivered fast, friendly and knowledgeable service for customer service complaints.
  • Addressed over 2500 ticket inquiries, resolved customer issues and managed customer relations.
  • Managed high-volume of inbound and outbound customer calls & inquiries.
  • Helped customers navigate online systems & access financial documents.
  • Provided training for new employees on the Customer Success team.

Client Service Associate

NorthEast Financial Networ
Cranford , NJ
11.2019 - 04.2021
  • Prepared Insurance & Brokerage Account applications.
  • Gathered relevant client information to enter into online application systems.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Managed advisors calendars and scheduled meetings.

Client Service Associate

Morristown Wealth Management
Morristown, NJ
04.2018 - 11.2019
  • Gathered information from clients to enter into computer data base for investment account opening.
  • Submitted ACAT transfer requests
  • Entered money movements such as ( Wires, ACH, Direct Deposits, etc) upon clients requests
  • Accurately reviewed all client paperwork prior to submission
  • Followed up with clients on a daily basis involving returned paperwork
  • Maintained all compliance requirements for the Financial Advisors

Education

Associate of Science - Social Sciences

Ocean County College
Toms River, NJ
05.2017

Skills

  • Exceptional written and oral communication skills
  • Project Management
  • Identify issues, engage in constructive discussion, and implement improved solutions
  • Training and mentoring
  • Knowledge base management
  • Following standard operating procedures
  • Taking ownership
  • Customer relationship building

Certification

  • Licensed NJ Real Estate Agent - 2021

Education and Training

other

References

References available upon request.

Timeline

Partner Support Lead

DriveWealth
01.2023 - Current

Partner Operations Specialist

DriveWealth
05.2022 - 01.2023

Client Service Associate

DriveWealth
04.2021 - 05.2022

Client Service Associate

NorthEast Financial Networ
11.2019 - 04.2021

Client Service Associate

Morristown Wealth Management
04.2018 - 11.2019

Associate of Science - Social Sciences

Ocean County College

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