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Digital Experience Analyst Resume Example

Resume Score: 80%

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DIGITAL EXPERIENCE ANALYST
Professional Summary

Knowledgeable Operational Specialist and dedicated customer service professional with extensive experience in financial services industry. Solid team player with excellent communication skills, positive demeanor and proven skills in establishing rapport with clients. A wide range of financial service experience including mutual fund production as well assets traded with commission and classes as well as a broad knowledge of different types of accounts such as individual, IRA, 401k, and 403b.. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Diligent Customer Experience professional successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Skills
  • Microsoft 365
  • Problem resolution
  • Quality
  • Risk Analysis
  • Flexible
  • Documentation
  • Tax Information
  • Research
  • Customer Service Management (CRM) Systems
  • Training
  • Detail Oriented
  • Digital Money Transfers
  • Financial Assistance
  • Account Management
  • Self-Directed
Work History
Jun 2011 - Nov 2020City, State
Digital Experience Analyst / Company Name
  • Create application enhancements for process improvements as well as incident resolution processing.
  • Organize and lead business user acceptance testing to validate changes made to client facing applications.
  • Create application enhancements for process improvements.
  • Organize and lead business user acceptance testing to validate changes made to eligible client facing applications.
  • Worked with business groups to determine client impact of reported issues and resolved issues in collaboration with Information Technology support group.
  • Proactively monitored and maintained all client service management systems for past, present and future security risks.
  • Created system models, diagrams and charts for system developers to enhance overall performance.
  • Released full implementation of new upgrades and fix for 25 Releases with no back outs over 11 years.
  • Enabled Production support for approximately 150 Incidents and problem tickets per week for company website.
  • Achieved for last 3 year, consistent 99% performance to 5-day service level agreement (SLA) overall for incidents and problem tickets, as well as completing 100% 24-hour SLA for all Critical issues.
  • Team member at various increasing levels on same project for 10 years.
  • Started with test and implementation moved to road map and agile team s valuation and ended in production support and reporting moving into Design and build.
  • Managed incident and outstanding problem ticket reporting process which included analysis of number of issues and site area, trade settlement and weekly presentation to management.
  • Additionally, escalated critical issue to management immediately.
  • Coordinated business checkout for Disaster Recovery Exercise where company maintain business planning and Return to Operation for exercise.
Jun 2006 - Jun 2011City, State
Institutional Consultant / Company Name
  • Consulted with internal and external clients regarding plan design, compliance, and reporting.
  • Increased usage of online self-service tools with clients by 15%.
  • Created Institutional business tester role due to need for changing and updating technology to meet ever changing business and security needs.
  • Supported clients with business analysis, documentation of client interactions.
Sep 2004 - May 2006City, State
Dealer Services Representative / Company Name
  • Processed trades through National Securities Clearing Corporation for over $100M in securities trading each day.
  • Performed timely completion of broker dealer related activities in compliance with firm and regulatory requirements.
  • Monitored Trades and Broker Dealers for operational governance, signs of fraud and compliance.
  • Completed research required and used Analytic tools to fix and complete failed trades.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Trained staff on operating procedures and company services.
Aug 2003 - Sep 2004City, State
Client Services Representative / Company Name
  • Maintained 4.5 on 5.0 scale for internal quality.
  • Cross-trained in 3 areas to increase effectiveness in handling and ensuring client engagement with best in class client experience.
  • Educated clients on account services mutual fund offerings, general over of investing, yearly tax preparations, and researched as well as resolved client inquiries regarding statement information and account balances.
  • Investigated and resolved customer inquiries and complaints quickly.
Education
May 1997City
Bachelor of Arts (BA) in CommunicationsUniversity Of Alaska Anchorage
Certifications

Series 63 FINRA License 2006

Series 7 FINRA License 2001

Series 6 FINRA License 2000

Chartered Retirement Plan Specialist (CRPS) 2006

White Belt Drive Certification

In the Process of Attaining

CompTIA Security+ Certification

Green Belt Drive Trained

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • University Of Alaska Anchorage

Job Titles Held:

  • Digital Experience Analyst
  • Institutional Consultant
  • Dealer Services Representative
  • Client Services Representative

Degrees

  • Bachelor of Arts (BA) in Communications

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