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Shareholder Services Specialist V - Part-time Resume Example

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SHAREHOLDER SERVICES SPECIALIST V - PART-TIME
Summary

Accomplished financial services specialist with 15 years' experience driving business development in operations and customer service environments desires to transfer business skills to pharmaceutical industry. Experience in defining and guiding the implementation of industry best practices, standards, processes, and tools to strengthen organizations and drive competitive growth. Proven ability to navigate complex situations, while prudently mitigating risks, identifying value added opportunities and building strategic partners.

Relevant Experience
CUSTOMER RELATIONS
  • Salvage business relationships and retain assets by diplomatically negotiating resolutions with discontented clients; utilize solid problem solving skills to formulate inventive solutions.
  • Exceed clients' expectations by swiftly addressing problems, probing for additional concerns and demonstrating commitment to solution.
ANALYTICAL SKILLS/PRODUCT DEVELOPMENT
  • Streamline existing electronic funds transfer service to reduce transaction time by 40%; benchmark competitors' services and utilize work process mapping.
  • Create prototype options form to simplify account maintenance procedures for shareholders.
  • Propose product/service changes to increase satisfaction based on trends identified through detailed research and analysis of client feedback.
PROCESS IMPROVEMENT
  • Boost quality levels and achieve 5 star quality rating for Management Company by spearheading cross-site quality meetings to ascertain preventative measures. 
  • Meet competitive service demands by collaborating with internal clients and external vendors to redefine key business unit indicators.​
WRITTEN COMMUNICATION
  • Update corporate procedure databases to maintain consistency and realize contracted quality levels.
  • Generate clear, concise correspondence to inform clients of account resolution steps.
  • Successfully respond to annual internal audit review by applying detailed technical knowledge and thorough research methodology.
VERBAL COMMUNICATION​S
  • Conduct formal project presentations, training sessions and department overviews to share expertise.
  • Promptly disseminate procedural and product information as primary liaison between multiple stakeholders.​

PROJECT MANAGEMENT

  • Maintain continuous alignment of project scope with business objectives and make modifications to achieve best results.
  • Define and initiate projects; manage project implementation, schedule and performance to ensure project success.
  • Lead Continuous Improvement Process projects and quality initiative project to result in a 33% improvement in quality ratings for a $50 billion dollar client.
Work History
PFPC/BNY Mellon Asset ServicingCity , STATEShareholder Services Specialist V - Part-time06/2009 to 06/2012
  • Assist in managing staff to process new accounts and complex transactions with superior quality for a top-tier $100 billion dollar client.
  • Provide technical support to subordinates by conveying detailed information of mutual funds products & services, IRS publications, tax forms, legal documents and processing guidelines.
  • Increase quality output by developing on-the-job training aides for processors.
  • Accurately prepare and submit specialized monthly fund report for SEC submission.
PFPC/BNY Mellon Asset ServicingCity , STATEInvestment Services Senior Specialist - Part-time09/2005 to 06/2009
  • Process complex retirement transactions and 403(b)(7) loan applications/contracts using comprehensive knowledge of IRS guidelines and tax laws.
  • Periodically meet with mutual fund clients to review contractual obligations, address procedural questions and demonstrate system capabilities.
  • Prepare department efficiency reports for senior management review.
Keller-Williams RealtyCity , STATEFull-time Parent/Tax Preparation Courses/Real Estate Agent11/1998 to 12/2005
  • Implement lead generation and marketing programs to guarantee personal success.
  • Negotiate and prepare sales contracts.
  • Process customer tax returns.
The Vanguard Group, Inc.City , STATEAdjustment Unit Supervisor09/1996 to 11/1998
  • Supervise associates to adjust shareholder accounts and perform quality auditing in a multi-function environment for a top 10 mutual fund corporation.
  • Oversee system testing. Successfully execute succession planning, interviewing, disaster recovery and auditing & controlling functions.
The Vanguard Group, Inc.City , STATEExpedited Resolution Services Unit Supervisor05/1995 to 09/1996
  • Manage a staff of resolution experts to expeditiously address and/or resolve client concerns with premier customer service.
  • Skillfully perform employee performance evaluations, proposal reviews, subordinate development and daily production management.
The Vanguard Group, Inc.City , STATEExpedited Resolution Services Unit Senior Associate12/1992 to 05/1995
  • Assist supervisor in managing daily staff activities, including: report generation, assessing employee performance, budgeting and forecasting.
  • Guide employees in formulating viable solutions to shareholder problems. Assume responsibility for challenging client issues.
Education
Bachelor of Science:Marketing/Business AdministrationBloomsburg University, City, State, USA

3.2 GPA. Minor in history.

Professional Development
  • Completed corporate level supervisory, excel, project management and presentation training programs.
  • Microsoft Word, Excel, PowerPoint, Lotus Notes and corporate software experience; including Trakker loan servicing. Some sales database experience.
  • Licensed Pennsylvania Real Estate Agent.
  • Certified Tax Preparer.


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Resume Overview

School Attended

  • Bloomsburg University

Job Titles Held:

  • Shareholder Services Specialist V - Part-time
  • Investment Services Senior Specialist - Part-time
  • Full-time Parent/Tax Preparation Courses/Real Estate Agent
  • Adjustment Unit Supervisor
  • Expedited Resolution Services Unit Supervisor
  • Expedited Resolution Services Unit Senior Associate

Degrees

  • Bachelor of Science : Marketing/Business Administration

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