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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Experienced Customer Support and Operations Leader with several years of experience within high-stress environments with a keen ability to lead others and increase organizational productivity/efficiency. Experienced in diffusing escalated customer services situations, supervising cross-functional teams, handing financial functions, and implementing innovative standard operating procedures. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively building positive relationships with co-workers, clients, and members of management.
Key Competencies
|
Customer Service & Support Vendor Management Team Leadership Business System Analysis Product Knowledge |
Technical Training Strategy Development Office Management Lotus Notes/Siebel/Salesforce Microsoft Office Suite |
Process Improvement Fraud Trend Analysis Complex Problem Solving Attention to Detail Oral/Written Communication |
Professional Experience
Wels Fargo, Charlotte, NC 2015-Present
Financial Crimes Specialist
Direct day to day operational tasks within a fast-paced environment with a concentration on increasing productivity and efficiency levels
Perform in-depth account analysis related to potential fraud within customer transactions/accounts, ensure banking policies are followed, and assist in recovering financial losses
Complete financial/compliance specific research, analyzed potential fraudulent trends, and documented research actions and/or resolutions
Utilize superior communication and interpersonal abilities to diffuse escalated customer service situations and provide coaching to junior levels Financial Crimes Specialists
LPL Financial, Charlotte, NC 2013-2015
Technical Support Representative
Provided technical support to clients having compatibility issues between operations systems and/or computer browsers and various financial applications
Documented incident related notes within a Siebel tracking database, identified technical market trends, and acted as an Administrator for various applications
Trained Financial Advisors on various financial/billing systems, ensured confidentiality regulations were followed, and creating detailed training materials
Systems Maintenance Services, Charlotte, NC 2012-2013
Operations Specialist/Partner Liaison
Played a lead role in supporting various client partners (international and domestic) with a focus on handling service tickets and updating clients on ticket status
Maintained an expert level knowledge of service level agreement standards, performed account maintenance within a single-point application, and assist with onboarding activities
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Professional Experience Continued:
Wells Fargo, Charlotte, NC 2001-2011
Application Support/Operational Risk Consultant (2009-2011)
Directed the management of a risk-based application used by members of senior management and 300 staff members throughout the Wells Fargo Securities department
Acted as the initial point of contact for application related modifications and/or technical issues in addition to leading internal audits/testing
Recognized as a Project Coordinator for a large-scale computer upgrade project which affected approximately 350 staff members
Business Systems Specialist (2001-2009)
Supported an internal risk-based application which is used by approximately 300 personnel members in addition to assisting the Assistant Vice President with account management functions
Maintained positive relationships with senior leaderships teams, users, and vendors with a focus on improving customer satisfaction, created monthly/quarterly reports, and performed weekly audits
Instrumental in an upgrade from a desktop to web-based systems which resulted in the elimination of $3,000 in monthly server costs in addition to increasing response time from 72 hours to 24 hours
Education
Bachelor of Arts, Science and Communication, University of Phoenix
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