Shareholder Services Representative resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
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.
  • 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 Current Shareholder Services Representative First 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 07/2012 Technology Training Consultant Morgan 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 04/2011 Partner IT Support & Project Manager Billstrust | 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 | , ,
Expected in 2008 Bachelor of Science | Computer Science Kean University, NJ, GPA:
  • 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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Resume Overview

School Attended

  • Kean University

Job Titles Held:

  • Shareholder Services Representative
  • Technology Training Consultant
  • Partner IT Support & Project Manager
  • Billtrust


  • Bachelor of Science

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