Customer Service Training
Resume:
Pamela J Eastwood
**** * **** *** *********** Co. 80031
******@*******.***
SKILLS PROFILE Excellent customer service skills working directly with
the public
Very strong skills in empathy and defusing tense
situations. Strong listening skills.
Experience developing and delivering training to a
diverse group with different skill sets and experience
levels both in classroom and one-on-one environments.
Excellent communication skills over email, phone and in
person.
EMPLOYMENT Experience working in a fast paced environment making
HISTORY independent decisions as well as working with a team.
Learn extremely fast and enjoy working in a fast paced
environment.
Great-West
1/2008 to 6/2011
Englewood, Co
Direct client contact for 340 corporate 401(k) plans.
Making sure each plan received customized service for
their needs.
Provide both external and internal customer service.
Working in a fast paced team environment.
Assisted with training of new employee's to the
department by developing step by step instructions and
user guides.
Researched and resolved any service issues working with
several departments to get a quick resolution.
Educate plan administrators on tax code, IRS regulations
and internal policies.
Guide plan administrators through processing on the web
site with step by step verbal instructions and visual
aids if needed.
M.J Smith and Associates, Raymond James
03/2007-1/2008
Englewood, Co
Operations Specialist for one of the top financial
advisors in the country. Managed the work flow for three
financial advisors. Held to very high standards of
customer service and deadlines.
Handled all client correspondence via phone, email, and
mail keeping a detailed record of any client contact.
Explained complex tax code to clients and helped them
with their retirement plan establishments and
distributions.
Developed and instituted an office charity initiative so
that the office would participate twice a year in an
event to build team unity and community involvement.
Oppenheimer Funds
07/1998-03/2007
Englewood, Co
Facilitated new hire training for the processing
department as well as developing and delivering
recurrent training for existing processors.
Rapidly developed knowledge of complex regulatory
environment of financial industry.
Two years spent on Retirement Plans phone line
explaining tax laws and codes to clients. Was often
utilized on the technical team to help with complex
research items. Helped with implementation of EGTRRA
(Economic Growth Tax Relief Reconciliation Act)
guidelines for the retirement plans.
Developed above and beyond training for the phone unit
so that representatives could add value to their
interaction with the clients.
Processing representative for all areas of the business
both retirement plans and retail business. Responsible
for researching complex issues with timely resolution.
Weighing both the impact to the customer and the
company.
Participated in pilot program for cross functional
representatives which involved both taking phone calls,
processing and researching and correcting errors.
Back office representative responsible for high volume
trades. Responsible for making decisions involving high
net worth brokerage firms in a time sensitive
environment. Handle high dollar NSCC trades needing
review and resolution. High processing volume with zero
errors.
volunteer Troop Co-Leader, Girl Scouts of Colorado
Experiance Denver, Co
Work with a group of diverse 4th and 5th graders from
High Point Academy.
Teach life skills through experiences both outdoors and
indoors.
Explain tasks with different learning styles in mind to
make sure all girls are involved.
Head of Community Service, Rocky Mountain Rollergirls
Denver, Co
Selected a monthly non-profit charity to set up an event
for the Roller Derby team to come and be involved
directly with the charity to support the community.
Check Point Captain, March of Dimes Walk America
Denver, Co
Responsible for safety of walkers and making sure they
have water and supplies.
Computer skills Type 55 Words Per Minute
Ten Key 7100 Key Strokes Per Minute
Extensive experience with Microsoft word, Excel, and
Outlook
Experience with Microsoft Power Point
Education Bachelors of Psychology Minor in History
Metropolitan State College Denver, Denver Co 1997
NASD Series 6 License since 1998
Contact this candidate