03/2013 to CurrentClient Service AssociateUBS Financial Services, Inc. － Chesterfield, MOScheduled appointments and maintained master calendar. Wrote professional business correspondence. Organized files, developed spreadsheets, faxed reports and scanned documents. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. Entered and tracked securities transactions, fund transfers, and option trading for my team.Worked effectively in a heavily cross-functional, fast paced environment. Cross-trained and provided back-up for other customer service representatives when needed. Managed quality communication, customer support and product representation for each client. Kept abreast of rapidly evolving technology.
01/2010 to 03/2013Supervisor-Quality Assurance ValidationVerizon Telecomunications － Weldon Spring, MOSuccessfully managed the activities of 60 representatives on multiple projects. Recruited, managed and mentored an average of 30 new customer service representatives per year. Conducted new employee orientation to foster positive attitude toward organizational objectives. Created training manuals and conducted employee training. Developed, implemented and monitored programs to maximize customer satisfaction. Owned team productivity metrics. Provided detailed monthly departmental reports and updates to senior management. Provided a high level of product and leadership support to representatives and clients. Routinely prepared and evaluated metric reports to identify problems and areas for improvement. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
01/2009 to 01/2010Help Desk LeadVerizon Telecomunications － Weldon Spring , MOAddressed customer service inquiries in a timely and accurate fashion. Identified and resolved system and account issues. Fielded an average of 30 customer service calls per day. Processed up to 50 customer orders per day. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Branch Service AssociateUBS Financial Services, Inc. － Chesterfield, MOMaintained account documentation electronically and on paper. Processed bank reconciliations. Handled cash and deposits using the proper accounting procedures and documentation. Greeted clients and staff upon entering the branch. Processed manual branch reports and addressed risk items.
2013Bachelor of Arts: CommunicationsLindenwood University － Saint Charles, MO, USA3.9 GPA
2005HumanitiesUniversity of Maryland － MannheimGermany
1999Interior DesignSoutheast Missouri State University － Cape Girardeau, MO, USA
