Customer Service Quality Control

LaFonda Buckhalter

**** ******** ***** . ***** *******, TX 75052 . *********@*****.*** . (609)

***-****

PROFESSIONAL EXPERIENCE

FINANCIAL REPRESENTATIVE November 2005-March 2006

FIDELITY INVESTMENTS Westlake, TX

. Accepted approximately 70 calls per day from customers, ensuring

individual attention and resolution to issues in timely manner

. Assisted shareholders with understanding account statements and

performing financial transactions, maintaining high attention to detail

. Maintained knowledge of bank services and products to provide optimal

service to customers with positive results

SENIOR NSCC TRADING REPRESENTATIVE October 2004-August 2005

JP MORGAN CHASE Dallas, TX/Kansas City, MO

. Continually met individual and business goals of 99% accuracy and 75

transactions per day, ensuring accuracy and timeliness of completion

. Analyzed and researched transaction requests, determining appropriate

financial needs for each individual client while ensuring compliance with

policies and procedures

Provided encouragement and coaching to new employees, training on

different business systems and ensuring optimal quality

control

INSURANCE OPERATIONS REPRESENTATIVE May 2003-May 2004

UMB BANK Kansas City, MO

. Diligently supported 30 financial consultants, effectively multi-tasking

by answering incoming customer inquiries and processing stock trades with

high attention to detail

. Independently created training manual for new and existing employees,

educating on financial error impact; led to improved communication and

overall results

. Nominated by 30 financial consultants for Blue Chip Award because of

extending outstanding customer service and maintaining error-free results

for 4 months

TRANSACTION PROCESSOR I July 2000-May 2003

JONES & BABSON FUNDS Kansas City, MO

. Recipient of ICSA Representative of the Year Award for providing superior

customer service to clients, selected by management among 100 eligible

employees

. Received recognition from management for providing exceptional service to

customers, including locating shareholders and presenting unclaimed

dividend checks on closed accounts

. Created and tested distribution of new materials for clients, maintaining

accurate documentation of results for management

. Trained and coached newly hired employees, ensuring confidence in

performing independently while adhering to company best practices

. Led quality control department of 5 employees, maintaining operational

effectiveness and ensuring optimal productivity levels

EDUCATION AND TRAINING

ACCOUNTING SPECIALIST CERTIFICATE

UNIVERSITY OF TEXAS AT ARLINGTON Arlington, TX

ADDITIONAL CERTIFICATIONS AND LICENSES

. NASD Series 6, 2003-2007

VOLUNTEER WORK

. Dianne's Tools 4 Schools

. Buckner Ministries Orphan Soles for Souls

. Dallas Soup Man

. Manna Ministries

. Community Partners of Dallas

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