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Customer Resolution Specialist Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and meaningful relationships. Specialize in quality, energetic and results-oriented with passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Organization and prioritize daily duties for maximum efficiency
  • Detail oriented research
  • Customer service skills for best resolution
  • Utilizes reference tools to assist advisors
  • Professional telephone demeanor
  • Administrative duties
  • Facilitate meetings
  • Able to navigate on Advisor Compass for forms for new business or other processes
  • Networking
  • Able to work independently, but also a team player
Work History
Customer Resolution Specialist, 07/2011 to Current
Acv Auctions Frederick, MD,

My current role as a CRG specialist, I investigate and resolve advisor inquiries and complaints regarding the following:


Compensation

  • Researching advisor's missing or suspended compensation
  • Understanding and utilizing multiple reports to provide advisors information including the Daily GDC report, Deductions on Demand, Compensation reports, Third Party Tracking account report and many more on Advisor Compass

Client transitions

  • Utilizing the PRMT (Practice Relationship Manager tool) to review clients, groups and account assignment
  • Provide guidance and instructions on how to be assigned or removed to a client
  • Setting up CSA (Compensation Sharing Arrangement) and assignment to advisor's book of business

Licensing

  • Validating the Credentials report to ensure compensation will be paid
  • Implementing the guided assist to obtain credentials for the field

Collaborated with multiple service teams such as front line phone associates, Advisor Compensation, Client Transitions, Executive Services, EAS (Elite Advisor Services), EAR advisors and PWA to resolve escalated issues for the field.


Implemented and strengthened customer service training processes with colleagues from India.


Reduced process inconsistencies and effectively trained team members on best practices and protocols. Since I am the veteran on our team, I take pride in my organization skills and the way I prioritize my day to get the most accomplished.


Participated in collaboration and innovations teams to create and implement lean ideas. One particular project I facilitated, we created the process, organized meetings, networked with other impacted departments and training.


Created ways to keep team moral positive and relationships strong due to working remote during the pandemic.

From 2011-2015, I worked in the following departments:

Client Data

  • Responsible to answer phones for client and advisors to update client phone numbers, addresses and other personal information
  • Worked closely with the Durable Power of Attorney, Certificate of Trust or Articles of Corporation for authorized parties process
  • Created Household grouping requests
  • Handled client statement questions

Financial Planning

  • Answered questions regarding payments, plan count and successful delivery of financial planning advise
  • Assisted in new business or the process of ending a financial planning relationship
Teller&CSSR-Customer Service Sales Representative, 05/2007 to 06/2011
Wells Fargo City, STATE,

Specialized in customer service, bank services sales, teller duties and responsibility to audit my money drawer on a daily basis

Cash Office Associate, CSM & Cashier, 06/1996 to 04/2006
Walmart City, STATE,
  • Cash Office Associate: Balanced safe, prepared tills and prepared register bags for next sales date
  • Overnight Stocking: Unloaded and stocked shelves
  • CSM-Customer Service Manager: Cross-trained to work the service desk for returns, layaway during holiday seasons, assisted customers when purchasing electronics, as well as basic cashier tasks
Education
Associate of Arts: Paralegal Studies, Expected in 1998
to
Kilian Community College - Sioux Falls, SD,
GPA:

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Resume Overview

School Attended
  • Kilian Community College
Job Titles Held:
  • Customer Resolution Specialist
  • Teller&CSSR-Customer Service Sales Representative
  • Cash Office Associate, CSM & Cashier
Degrees
  • Associate of Arts