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 & regulatory excellence and organizational development. Detail-oriented with expertise in risk management and advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation. 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 – Havertown , PA
University Of Pennsylvania Health System – Havertown , PA
- Developed and deepened partnerships with 15 external business partner organizations to enhance success of third party life and annuity products.
- Assisted with license, registration and appointments of wealth management advisors for third party annuity products.
- Developed and created programs and monitored effectiveness against individual participant needs.
- 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.
Senior Workflow Coordinator, 07/2016 to 10/2017
Deloitte – Glen Mills , PA
Deloitte – Glen Mills , 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.
- Review securities regulations resources and websites to stay abreast of ongoing industry changes.
- 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.
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
Amazon.Com, Inc. – Virtual Location - Missouri , MO
Amazon.Com, Inc. – Virtual Location - Missouri , MO
- 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
Additional Information
Summary of Complaint Resolution Experience
Bank of America
Office of the CEO and President (Level 0)
Customer Relationship Manager
(06/2009 - 08/2012)
- Successfully completed a 6 week rigorous complaint resolution and home retention training session in a high stress call center environment.
- Acknowledged and addressed escalated written customer complaints within 24 hours of receipt.
- Provided customer solutions for home retention and home liquidation options through seamless
delivery of service and fulfillment requests by answering calls and emails in a fast-paced contact
center environment. - Required knowledge of multiple products and ability to deepen or retain relationships through
service, retention and liquidation options including foreclosure, short sale and deed in lieu and
home loan modifications. - Performed routine account-related transactions to ensure the accuracy and integrity of data on
accounts while meeting tight deadlines. - Keen understanding of banking regulations including USA Patriot Act, Know Your Customer, Anti-Money Laundering, Bank Secrecy Act
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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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