Customer Service Manager
Resume:
Makesha Sanders
********@*****.***
Education
Masters of Business Administration: Graduated 08/2011 Bachelors of Finance: Graduated 08/2008
Masters of Science in Real Estate: Graduated 05/2011 Bachelors of Marketing: Graduated 08/2008
Experience
2008-Present TD Ameritrade Fort Worth, Texas
2012-Present Voice of the Associate
• Day to day management of the Idea Exchange -the voice of associate tool.
• Working with business partners in the organization to get ideas into the right hands
• Participate in the review and development of a system that will support Idea Exchange 2.0.
• Consolidate feedback from clients and associates into a system for tracking, reporting, and project resolution
• Attending manager meetings, leadership, and associate meetings to better drive the organization
• Proactively develop and identify opportunities to improve associate engagement
2010-2012 Operations Control Analyst
• Act in a leadership capacity to peers and specialists
• Complete analysis schedules and prepare advanced excel models
• Participate in complex projects involving new products/processes within Clearing
• Promptly identify exposure issues, following up with Clearing to determine cause Prepare formal reporting for distribution to director
Member of the OPS AEC committee
• Plan and coordinate events to motivated the Ops Control to become more engaged
• Plan and coordinate events to increase employee satisfaction with in the department
Member of the PERC committee
Plan and coordinate events to increase employee satisfaction with in the organization
Implement the Core Values across the organization
2008-2010 Transfer of Assets Analyst
• Analyze data to facilitate the transfer of assets coming into the organization
• Review the each work item for issues and Contacted contra banks to verify information
• Designated subject matter expert- able to assist others on the transfer team
• Lead classes to train specialist, analyst, and management
Member of the morale committee
• Plan and coordinate events to motivated the transfer team to achieve better quality
• Plan and coordinate events to increase employee satisfaction on the transfer team
Other Education:
The NASD FINRA license for General Securities Representative, (Series 7) 04/2010
The Uniform Securities Agent State Law Examination, (Series 63) 05/2010
Lean Six Sigma Green Belt, Gatlin Education 02/2010
Technical Accounting, Tarrant County College 08/2008
Other skills
Background: 4 years investment banking, 2 years Mortgage Banking, 2 years Commercial Banking
Knowledge of: Fair credit reporting, Credit Collection laws, Bank Act Regulations, Truth in Lending, Customer Service, Securities Exchange Act Regulations, Mortgage Document Review
Computer systems: Microsoft Word, Excel, and Outlook, SPSS- statistical software, ARC-GIS, Argus Discounted Cash Flow Valuation, AS400
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