Experienced brokerage professional at Capital One Investing. Responsible for reporting and forecasting Associate and Customer NPS data using statistical analysis. Strong technical analysis skills and passion for equity research. Knowledgeable in handling investment client requests, including trade reviews, corporate actions, account transfers, deceased account handling and stock certificates. Graduate of Seattle University, Master of Sport Administration and Leadership program.
FINRA Series 7 License
NASAA Series 66 License
FINRA Series 24 License
FINRA Series 4 License
Forecasting and planning
Subject matter expert and mentor to future Registered Reps studying for their Series 7 exam.
Created strategies to ramp-up new rep. development and expand customer satisfaction quicker, resulting in multiple top team awards as a people manager.
Created comparative value reports to help senior unit leaders clearly see level of satisfaction client contacts have with customer service department.
Business Analyst January 2016 to CurrentCapital One Investing - Seattle, WA
Developed organizational change management strategies. Identified "bottlenecks" and implemented new and improved processes and policies. Developed metrics used to determine inefficiencies and areas for improvement. Tracked, analyzed and interpreted trends in NPS data. Built Monte Carlo simulator to forecast registered rep. staffing needs. Pull reports for senior management about contact center on daily, weekly and yearly basis for trend tracking.
Customer Service People Manager June 2013 to December 2015Capital One Investing - Seattle, WA
Co-managed team of 10-15 Associates with day-to-day work Graded team and department incentive calls Developed, managed and delivered content and training for Series 7 prep classes Created and revised investing content for One Investing's Education and Research Center Received multiple awards from team members for going above and beyond expectations Created presentations for team meetings on how to increase sales metrics Organized outside of the office events for team Interviewed potential new hires and have a vote on whether to invite them to company Acted as Compliance lead for IT information retention for Washington Customer Service Regularly volunteered to be weekend coach-on-duty in Service Center Capital Built business case to redeploy resources in customer service Stategy consultant".
Lead Customer Service Supervisor May 2011 to June 2013Capital One Investing - Seattle, WA
?Voted as supervisor of the year (2012) Highest rated performer in peer group Coached Associates 1:1 Worked with Brand Marketing Team to update Capital One Investing's Web Style Guide Took ownership of escalated Customers and potential Customer lawsuits for Customer Satisfaction Team Completed outbound campaigns for Communications Team to high value Customers for satisfaction and retention Worked with Communications Coach and Product Department to write website content for company's Retirement platform Wrote legal Terms and Conditions for company's promotions Saved thousands of dollars from leaving our accounts fraudulently by being detail-oriented Helped implement key Customer Service fraud disbursement verification processes that exist currently Certified Behavioral Interviewer Participated in Six Sigma Greenbelt project to improve back office deceased account handling.
Customer Service Associate January 2010 to April 2011Capital One Investing - Seattle, WA
Production Assistant (Intern) April 2009 to August 2009710 ESPN Seattle - Seattle, WA
Edited audio clips, created marketing spots, screened phone calls, website maintenance and uploaded podcasts.
Co-managed radio show for Hall of Fame writer John Clayton and The Outdoor Line with former Seahawk Robbie Tobeck.
Ran the operations of two radio shows as an intern.
Had minimal supervision and helped produce an outstanding product.
Hospice and home , multiple clients - Western Washington area.
Production Assistant (Intern) June 2007 to September 20071380 KRKO - Everett, WA
Had own radio segment at Seattle Seahawks training camp featuring analysis and commentary.
Edited audio, met and interviewed NFL superstars and coaches, learned professional conduct and standards, strategic marketing of small-market radio, and relationship building and networking.
Super Bowl winning coach Mike Holmgren told my supervisor I did a great job as a training camp reporter.
First intern in history of "The Fish" radio show to have a daily radio segment.
Home Care Aide June 2006 to July 2010Multiple Companies - WA
Took care of physically disabled, developmentally disabled and hospice patients.
Bachelor of Arts : Journalism - News-Editorial Sequence, 2007Western Washington University - Bellingham, WAJournalism - News-Editorial Sequence
Masters : Sport Administration and Leadership, 2010Seattle University - Seattle, WASport Administration and Leadership