Orlando, Florida, United States
I am a financial services professional with experience supporting clients across wealth management, investment operations, and client relationship management. Throughout my career, I've built a reputation for delivering exceptional client service, solving complex operational challenges, and building trusted relationships with both clients and colleagues. My background includes experience with investment operations, account servicing, financial products, risk awareness, and process improvement. I enjoy working in fast-paced environments where attention to detail, clear communication, and proactive problem-solving make a meaningful difference in the client experience. I earned my MBA from the University of Colorado Denver and a Bachelor's degree in Business Administration with an emphasis in Finance and Accounting from the University of Colorado Colorado Springs. I also hold the FINRA Series 65 license, reflecting my commitment to the financial services profession and continued professional development.
• Handle complex client inquiries and resolve operational issues in a hybrid service environment, ensuring timely and accurate resolution. • Process a high volume of financial transactions while maintaining strict adherence to internal controls, regulatory requirements, and service level agreements. • Support client accounts by managing documentation, account maintenance, and service requests to enhance overall client experience.
• Serve as the primary point of contact for high-net-worth clients, ensuring prompt resolution of inquiries and concerns. Cultivate strong client relationships through proactive communication and personalized service, resulting in an increase in client satisfaction ratings. • Streamline account management processes and implement best practices to optimize efficiency. Spearhead the integration of new platform features and conduct comprehensive training sessions for team members, resulting in a reduction in processing time for account transactions. • Collaborate closely with cross-functional teams to address complex client issues and enhance service offerings. Provide mentorship and guidance to junior team members, fostering a culture of continuous learning and professional development.
• Led initiatives to enhance the Request for Proposal (RFP) process through the automation of key workflows, resulting in a reduction in turnaround time and increased win rates. • Conduct market research and analysis to identify emerging trends and customer needs. Leverage insights to develop targeted sales strategies and drive revenue growth, contributing to an increase in quarterly sales revenue. • Facilitate weekly Deal Desk meetings with executive leadership to review sales opportunities, prioritize initiatives, and align sales efforts with organizational objectives. Serve as a liaison between sales, marketing, and product development teams to ensure seamless communication and execution of initiatives.
• Look at the vendor and model risk assessment that other risk divisions have put together and reviews for correct development and implementation. • Analyze how the bank acquires third parties and look at the insurance that is mitigated with risk. • Collect data for the department and organization by creation and execution of tables and trackers to assist with the vendor risk assessment process. • Assist with the implementation of a SharePoint site to house vendor data, surveys, and reporting opportunities. This saved the organization over 600 hours of labor costs and hundreds of thousands of dollars in overhead spend.
• Provided mutual fund account services to investors, brokers, and dealers • Determined appropriate actions to fulfill customer requests by investigating the needs of the customer and broker • Took over 10K phone calls and provided exceptional customer service; attained multiple awards and perfect score surveys from customers.