Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
22,000 clients, decision-makers, traders and staff. Performs a wide range of administrative functions (report preparation, scheduling, "back office" reporting). Recognized for integrity, work ethic, "people" skills and a commitment to excellence in customer service.
Core Qualifications
MS Office -Word, Excel, PowerPoint, Adobe Photoshop 6,
Possesses exceptional communication (oral written, platform) skills - has delivered 1,200 persuasive product/training presentations to over 22
Live Chat,
Contact Center telephony,
Sales Force.
Experience
2004 to CurrentPROJECT MANAGER / SALES SUPPPORT STRATEGISTAegis Living | Lynnwood, WA,
Recruited off-campus for a principle role to streamline and provide customer-service sales support to international brokers transforming a stagnant department into a smooth functioning revenue producing unit collaborating in generating $2,200,000 in new sales with residuals.
Salvages $500,000 in potential cancellable transactions by immediately resolving unheeded client concerns - recognized for ability to listen and not just hear what an individual says.
Analyzes market demographics and then suggests strategies to determine customer needs, volume potential and then creates solutions that improve company's profit margins by 22% over previous years.
Trains new in-house customer service professionals and cross-trains existing staff in effective product knowledge, product technique and customer-service methodologies - known as "fun to work with!" Key author of a training manual recognized as the "go to solution;" delivers persuasive group training using PowerPoint presentations, lectures, demonstrations and workshops.
Chosen to "take over "on difficult in-bound telephone inquiries - known as "the closer!" Provides "hands on" software, hardware, telephone and network support using desktop and laptop Windows XP, MS Office 2008 and standard operating systems.
Remedies help-desk and call desk issues via remote control utilities resolving any problems within 15 minutes of call diligently following up with users ensuring prompt resolution to inquiries.
Establishes key working relationships with clients from diverse cultures, backgrounds and status groups.
Recognized by management as ".a dedicated, no-nonsense get-it-done-now and get-it-done-right professional" when dealing with people and projects.".
2002 to 2004EMPLOYEE BENEFITS PROGRAM MANAGERMellon Financial | City, STATE,
the benefit outsourcing division of Mellon Financial, world's largest money management firm Provided health, welfare and pension benefits to corporate clients executing union and non-union employee defined contributions (401K) transactions in closed-end proprietary mutual funds.
Oversaw annual open enrollment for thousands of employees administering benefit policies and procedures educating company employees on their respective benefits while providing benefit support on healthcare and HC-5 waivers.
Confers with supervisors and line managers to gain knowledge of individual work situations suggesting employee training to assist them in better understanding changes in policies, procedures and regulations.
01/1999 to 01/2002CLIENT / CALL CENTER SERVICE MANAGERMURIEL SIEBERT & CO., INC | City, STATE,
Selected to support a heavy training floor environment by providing effective product knowledge to 70 stock brokers, traders, assistant traders and call center support staffs on account opening, compliance and operating procedures creating diversified and tailored trainings.
Ensured that all transactions met established standards and risk analysis (type, amount, borrower assets, liabilities, credit rating) recommending to stock broker to deny deals not meeting the company standards.
Interviewed and phone screened potential clients in behalf of new traders to determine financial position, resources, assets, ability to invest and goals and then recommended financial products by applying knowledge of securities, investment plans and market conditions.
Participated in the interviewing and selection of new sales hires with a 92% "stick rate.".
Languages
Knowledge of French, German, Spanish
Education
Expected in 1996Certificate, Lawyer's Assistance Program | LegalAdelphi University, Garden City New York, NYGPA:
Series 3, 6, 7, 8, 63, NASD, New York, NY "Trading With the Majors", Forex Capital Webinar Training
Expected in 1994B.A | HistoryPace University, New York, NYGPA: History
Skills
Adobe Photoshop 6, streamline, benefits, call center, oral, hardware, credit, client, clients, customer-service, customer service, Financial, Forex, French, funds, German, help-desk, market, Excel, money, MS Office, PowerPoint, PowerPoint presentations, Windows XP, MS Word, network support, operating systems, persuasive, policies, presentations, producing, profit, risk analysis, Sales, sales support, securities, Spanish, telephone, telephony, phone, employee training, type, utilities, workshops, author, written
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