Senior Service Coordinator Resume Example
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SENIOR SERVICE COORDINATOR
Professional Summary
Senior career professional with seven years in Capital Markets Industry with proven success in leadership, operational excellence and organizational development. Consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures which positively impact overall morale and productivity. Recognized for inspiring team members to excel and encouraging creative work environments. Excellent reputation for resolving problems, improving customer satisfaction, implementing processes and driving overall business improvements.
Skills
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Work History
Senior Service Coordinator, 10/2017 to Current
University Of Pennsylvania Health System – Pottstown , PA
University Of Pennsylvania Health System – Pottstown , PA
- Developed and deepened partnerships with 15 external business partner organizations to enhance success of third party life and annuity products.
- Generated 20% increase in Third Party Annuity Revenue in 2019 and on track for a 13% revenue increase for 2020.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Prepare training materials, develop training aids, prepare classrooms and trainers.
- Grew the third party annuity pipeline from 67 annuities to 2,350 year to date while managing and supporting the platform over a three year span: Y2017 - Y2020.
- Met weekly with department managers to discuss financial information according to current needs.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Developed internal requirements which complied with FINRA standards to minimize regulatory risks and liability across program.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Interacted with High Net-worth Clients ($5 million+) professionally by phone, email or in-person to provide information and directed to desired staff members.
- Drove industry-leading profit increase by transforming production process and aligning sales targets to meet dynamic industry conditions.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in consistent month-to-month revenue increases for years 2018-2020.
Senior Workflow Coordinator, 07/2016 to 10/2017
Deloitte – Atlanta , PA
Deloitte – Atlanta , PA
- Resolved workflow problems, improved operations and provided exceptional client support.
- Drove operational improvements which resulted in savings and improved profit margins.
- Performed financial and sales analysis and determined best practices to mitigate risk with customers.
- Built and strengthened productive and valuable industry partnerships to drive collaboration, engagement and revenue stream development.
- Reviewed and submitted financial documentation and reports to support business financial goals and objectives.
- Prepared and submitted responses to requests and requirements of auditors, regulators and investors.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Operated in self-directed environment with minimal input to solve problems and implement resolutions.
Senior Operations Specialist, 01/2015 to 07/2016
Schneider – Kent , WA
Schneider – Kent , WA
- Assisted Wealth Management Advisors with High Net-worth Client Account ($5 million+) establishment and account maintenance.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Monitored and analyzed financial, statistical and operational data trends.
- Presented oral and written reports on general economic trends, individual corporations and entire industries.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Business Operations Specialist, 09/2013 to 01/2015
State Of Arkansas – Russellville , AR
State Of Arkansas – Russellville , AR
- Drove operational improvements which resulted in savings and improved profit margins.
- Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement.
- Collaborated with financial advisors and finance team to complete detailed analyses of short- and long-term strategic forecasts to assist with resource planning and capitalization needs.
- Met weekly with department managers to discuss financial information according to current needs.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
NC State Insurance License: Insurance And Risk Management, 07/2020
Carolina Insurance School, Inc. - City
Carolina Insurance School, Inc. - City
- Coursework that delivered the highest quality of professional insurance education for North Carolina Life & Health Insurance Producers.
Investments & Securities Continuing Education: Investments And Securities, 05/2020
Kaplan University - City
Kaplan University - City
- Professional development completed in investments and securities coursework regulated by The Financial Industry Regulatory Authority.
Bachelor of Science: Management, 12/2003
North Carolina State University - City, State
North Carolina State University - City, State
Certifications
- FINRA Series 7 General Securities Representative
- FINRA Series 63 Uniform Securities Agent State Law
- NC State Insurance Agent
- NC State Health Insurance Agent
- White Belt Certification - Process Improvement
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Resume Overview
School Attended
- Carolina Insurance School, Inc.
- Kaplan University
- North Carolina State University
Job Titles Held:
- Senior Service Coordinator
- Senior Workflow Coordinator
- Senior Operations Specialist
- Business Operations Specialist
Degrees
- NC State Insurance License : Insurance And Risk Management , 07/2020
Investments & Securities Continuing Education : Investments And Securities , 05/2020
Bachelor of Science : Management , 12/2003
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