Customer Service Manager

Ann Penniston

Objective Qualifications

To establish a career that utilizes my broad educa- 10+ years experience in customer service operations,

tion, employment and volunteer background and al- training and leadership roles in a team service envi-

lows me to balance work and family. ronment.

Work History

02/2006-present Alternate Staff Rep III, American Century Investments

Supported Communications team by reviewing investor statements to ensure proper messaging

and overall accuracy. Supported Customer Relationship Management team to research and up-

date trade records. Contacted financial advisors by phone; used FINRA, Access & Siebel systems.

09/1992-05/2001 Account Services Manager, American Century Investments

Led team of training, quality control and operations professionals to provide high quality account

service for institutional and individual clients. Responsible for hiring and developing staff. Com-

municated corporate initiatives, managed workflow and projects, handled assist calls.

03/1992-09/1992 Account Services Instructor, American Century Investments

Provided classroom training and wrote training manuals for institutional operations teams. Acted

as a resource to teams for policy/procedure questions.

09/1989-02/1992 Account Services Representative, American Century Investments

Provided quality phone and processing service. Answered questions and assisted customers with

service issues. Entered transactions and updated customer records.

Education and Awards

Series 6 & 63

Presentation Skills, MAGIC, Myers Briggs, 7 Habits of Highly Effective People, Managing Projects, Leading-

with Mastery and numerous others.

Proficient in Microsoft Office applications-Publisher, Excel, Powerpoint, Word.

Graduated with honors: Bachelor of Arts Degree in Financial Management, University of Northern Iowa

Projects &Committees

09/2010-06/2011 Team Manager, Spirit America FC

Managed competitive soccer team. Maintained accounting and state registration records, co-

ordinated and communicated scheduling and travel arrangements.

08/2008-05/2010 Reflections Committee Co-Chair, Voy Spears Jr. Elementary PTA

Promoted the National PTA Arts Program at the local level which resulted in a significant

increase in student participation.

08/2008-05/2009 Public Relations Chair, Early Childhood PTA, Blue Springs School District

Provided activities and support for local families with young children. Editor for the PTA

Today newsletter.

Address: 500 NE Garnet Lane, Lee’s Summit, MO 64064

Phone 816-***-**** Alternate Phone: 816-***-**** References available upon request.

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