Support Team Manager

• May 2022 - Present

• Manages a team of 7 Customer Support Advocates who offer support and assistance with complex software • Monitors call queue to ensure customers are being helped in a timely and accurate manner • Helped implement a training plan for new employees• Responsible for problem escalation and ensuring issues are resolved promptly and accurately• Collaborates with other departments to enhance and resolve bugs in the software• Works with new customers to implement our software • Helps establish a culture of high performance, where feedback and coaching are expected and well-received • Provides direction on assignments to assure objectives are understood, realistic schedules are created, and deadlines are met • Helps assign appropriate resources for projects Show less

Resource Manager

• Mar 2022 - May 2022

Client Service Manager

• Aug 2021 - Mar 2022

• Oversees a team of customer service associates to ensure clients’ needs are met regarding Wealth Management, Investment Management, and Financial Planning • Responsible for all accounting functions, including accounts payable, accounts receivable, and account reconciliation • Prepares monthly financial statements such as balance statements, income statements, cash flow analysis, and accounts payable reports • Responsible for leading business operations projects and coordinating resources and staff involvement • Oversees day-to-day processes to ensure the success of the company Show less

Client Service and Support

• Jul 2019 - Feb 2021

• Main point of contact for clients’ incoming calls • Used expertise to train new teammates by leading onboarding sessions • Assisted team manager in coaching employees • Held team trainings to develop new and current team members • Monitored team chat and assisted with questions while still maintaining personal stats • Executed accurate trades per client request and according to firm policy and industry regulations • Assisted in resolving trade and settlement issues in an accurate and efficient manner • Displayed exceptional customer service skills while helping clients with a multitude of issues and questions • Maintained expansive knowledge base regarding all Schwab products Show less

Events & Education Manager

• Mar 2019 - May 2019

• Lead contact for annual conference with approximately 90 vendors and 350 attendees • Ensured education events and conferences were completed according to schedule and without major mishaps • Maintained good relations with sponsors, guests, suppliers, and other professionals related to the industry • Lead contact for annual conference with approximately 90 vendors and 350 attendees • Ensured education events and conferences were completed according to schedule and without major mishaps • Maintained good relations with sponsors, guests, suppliers, and other professionals related to the industry

Senior Sales Consultant

• Mar 2018 - Mar 2019

• Contacted prospective customers and sold advertising by building strong rapport, effectively listening to the customer, explaining the Angie’s List product, and overcoming customer objections • Showed a continual interest in bettering abilities by shadowing teammates, listening to sales calls, and applying advice from management • Completed total sales cycle, starting from prospecting potential clients, to discussing product, to closing the sale • Contacted prospective customers and sold advertising by building strong rapport, effectively listening to the customer, explaining the Angie’s List product, and overcoming customer objections • Showed a continual interest in bettering abilities by shadowing teammates, listening to sales calls, and applying advice from management • Completed total sales cycle, starting from prospecting potential clients, to discussing product, to closing the sale

Admissions Representative

• Jun 2017 - Mar 2018

• Organized campus activities and off campus promotions at career fairs and local events • Scheduled campus tours, and offered enrollment support through admissions process with one-on-one follow-up to ensure successful completion of the enrollment process • Promoted benefits of the institution during information gathering sessions • Met monthly goals and deadlines each quarter • Organized campus activities and off campus promotions at career fairs and local events • Scheduled campus tours, and offered enrollment support through admissions process with one-on-one follow-up to ensure successful completion of the enrollment process • Promoted benefits of the institution during information gathering sessions • Met monthly goals and deadlines each quarter

Trust Operations

• May 2014 - Jun 2017

• Liaison between trust operations department and investment management/trust administration • Learned to work quickly and efficiently with detailoriented information • Showed ability to hit deadlines in a timely and accurate manner • Displayed problem-solving skills • Responsibilities: cash management, trade settlement, mutual fund processing, system administration, processing/analysis of department fees charged, accounts payable • Quickly and accurately input transactions, prepared reports, and offered assistance to trust administrators. Show less

Verizon Wireless Consultant

• Mar 2011 - May 2014