SUMMARY:

• College graduate with a degree in Finance and International Politics.
• A motivated professional with an aptitude for innovation and complex problem solving.
• Excellent customer service skills with the ability to actively listen to clients and demonstrate empathy.
• Capable of effectively operating in a team oriented and highly collaborative environment.
• Excellent interpersonal, leadership and oral/written communication skills.
• Capable of multi - tasking and working efficiently under stress and high volume.
• Skilled in analysis, evaluation, creative problem resolution, critical thinking and providing excellent customer service.
• Communicative and personable, will learn and adapt quickly, follow direction, and serve internal and external customers with poise and professionalism.

TECHNICAL PROFICIENCIES INCLUDE:

• Oracle Identity Self-Service
• Oracle Adaptive Access Manager (OAAM)
• Xero Accounting
• Salesforce CRM
• Hubspot CRM & Sales
• QuickBooks Advisor Pro
• IBM Curam
• MS Office
• Adobe Suite

EXPERIENCE HIGHLIGHTS:

Confidential, Hunt Valley, MD

Investment Specialist

Responsibilities:

• Delivered exceptional service to clients by answering general account inquiries.
• Accurately executed and confirmed trade orders as well as a variety of securities and account transactions.
• Quickly assessed customer objectives and positioned solutions appropriately and effectively.
• Researched and resolved client requests.
• Established strong client relationships by exceeding client expectations and following through on commitments.
• Demonstrated knowledge of investments and financial markets and applied key principles appropriately to the individual client’s investment needs.
• Uncovered additional client needs, deepened existing relationships and referred clients to partner businesses.
• Obtained licensure of Series 7 and Series 66.

Confidential, Washington, DC

Customer Service Representative

Responsibilities:

• Assisted with managing inbound and outbound calls that were routine in nature by answering inquiries, clarifying information, researching, locating, and providing relevant information.
• Assisted with health insurance applications by guiding consumers, employees, and employers in completing the enrollment process, ensuring that minimum Affordable Care Act minimums were met.
• Answered questions about available health plans and covered services.
• Logged and helped resolve consumer, employee, and employer complaints and technical issues.
• Provided technical support to consumers, employers, employees, and insurance brokers.
• Provided case updates including enrollment statuses.
• Responded to consumers, employees, employers, and broker inquiries. Listened attentively to customer needs and concerns; demonstrated empathy.
• Followed procedures and scripts, using fundamental knowledge to navigate information systems and CRM system(s).
• Maintained and collected sensitive case documents to ensure service level standards were met or exceeded.
• Met quality assurance standards, production requirements, and other key performance metrics.
• Performed other duties as assigned by management.

Confidential, Washington, DC

Financial Representative

Responsibilities:

• Gathered and evaluated sensitive client information to determine the presence or absence of financial risk.
• Analyzed existing financial management, goals and objectives of prospective clients and developed plans outlining specific recommendations to meet defined requirements.
• Provided expert advice and guidance to help meet financial goals and objectives for clients during every life stage.
• Used and maintained databases to prepare comprehensive written reports, presentations, and charts based on research.
• Collected and analyzed converged information and data.

Confidential, Hyattsville, MD

Relationship Banking Officer

Responsibilities:

• Evaluated branch operations and assisted with emergency preparedness, planning, and response.
• Measured and used performance analytics to develop a customer base and process simplification.
• Calculated and monitored performance metrics weekly to identify strengths, weaknesses, opportunities, and threats.
• Managed relationships with clients and developed a loyal client base with a 3:1 product cross-sell ratio.
• Collaborated with representatives from other divisions to share information or coordinate activities.

Confidential

Responsibilities:

• Developed campus-wide civility campaign that resulted in social, civil, and diverse campus events unifying a culturally isolated student body.
• Assisted with the logistics, execution, and planning of conferences, community outreach, and community affairs.
• Coordinated high-impact cross-marketing activities with 36 separate organizations.
• Increased event attendance by 13.8%.
• Reduced marketing expenses nearly 100%.

Confidential, Washington, DC

Financial Advisor

Responsibilities:

• Delivered educational seminars for clients regarding financial planning including retirement, estate, and investment planning as well as cash flow and insurance.
• Utilized analytical skills to study, monitor, and identify business trends to ensure plans were effective.
• Reviewed strategies and recommendations quarterly to ensure plans were executed and on track.
• Developed a profitable financial services practice by building $3.2 million in assets in 9 months.
• Devised a marketing and sales strategy that resulted in a 35% increase base.
• Negotiated promotional deals with local restaurants resulting in 2,478 warm leads.