Shareholder Services Representative resume example with 12+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Friendly Sales and Customer Service associate adept at working in diverse retail and customer service environments and excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.
Skills
Strong Client Relations
Proven Team Leader
Creative Problem Solver
Proficient in MS Suite
Fluent in Spanish
Proven Team Leader
Training Development Aptitude
Exceptional communication skills
Work History
07/2012 to CurrentShareholder Services RepresentativeFirst Investors Corporation | City, STATE,
Answer an average of 40 calls per day by addressing shareholder's questions regarding First Investors' funds, account status, account activity and procedures via incoming telephone calls or email.
Provide assistance to clients experiencing difficulty with online access.
Document the details of each inquiry and the disposition through internal tracking system.
Process account updates and address changes through Company's internal system.
Research account and transaction records to resolve issues and basic discrepancies.
Follow up on account inquires with clients and representatives.
Meet with walk-in clients and assist them by providing timely and accurate service with questions regarding First Investors' funds, account status or activity.
Participate in resource sharing activities with Accounts Records department by assisting with scanning of paperwork received and sent to shareholders.
Developed reputation as an efficient service provider with high levels of accuracy.
06/2011 to 07/2012Technology Training ConsultantMorgan Stanley Smith Barney | City, STATE,
Skillfully provided training to Financial Advisors.
Acted as subject matter expert for the Microsoft Office Suite, providing insight and training to other members of the team.
Supported Financial Advisors and Sales Associates throughout implementation of technology rollouts of account management software.
Demonstrated resourcefulness in problem-solving and understanding of time-sensitive matters.
Offered support for Microsoft Office Suite applications (e.g.
spreadsheets, mail merges, presentations and email organization).
Assisted Financial Advisors in searching for stock market ticker symbols, creating historical charts and integrating data to Microsoft Excel using the Thomson One Software.
Identified the need for and facilitated proactive training for Financial Advisors.
Escalated issues accordingly and set expectations for Financial Advisors throughout the process.
Worked collaboratively with team members by managing call volume while providing outstanding customer service.
Utilized the contact.
01/2009 to 04/2011Partner IT Support & Project ManagerBillstrust | City, STATE,
Supported and implemented a proprietary billing software and website.
Defined a project plan and kept the implementation on schedule.
Identified risks and communicated with clients and executive sponsors.
Responsible for interacting with clients effectively to gather specific business requirements and ensuring these requirements were met.
Defined and collected metrics to define the project status and to determine whether the deliverables produced were acceptable.
Acted as a liaison between development team and new clients Translated requirements, developed project plans and created Business Requirements Documents for new client implementations.
Provided training for new and current clients via webinar presentations or conference calls.
Documented changes to the software on a knowledge data base.
Handled incoming phone calls and emails from clients with questions or issues regarding software support and changes to their account.
Provided case notes and documented all incoming inquiries from clien.
to Billtrust | , ,
Education
Expected in 2008Bachelor of Science | Computer ScienceKean University, NJ, GPA:
Accomplishments
Conflict Resolution
Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Customer Follow-up Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Customer Service
Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
Handled guest complaints, maintaining a positive dining experience for all rest.
Product Promotion Up-sold products and motivated customers to upgrade current product plans.
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