Customer Service Sales

Julie E. Kersaint

P.O. BOX **** . JACKSON, NJ ***27 . 646-***-**** .

*****.********@*****.***

Financial Services Profile

Account Administration ( Retirement & Qualified Plans ( Regulatory

Compliance

Highly motivated financial services professional with over seven years of

front- and back-office experience in operations analysis, account review,

and customer service for leading financial institutions. Superior time-

management and organizational abilities for transaction tracking, document

administration, and client service support in deadline-driven environments.

Proven history of initiating and advancing best practices to improve

accuracy, facilitate workflow, and ensure compliance with regulatory

requirements. Solid interpersonal and leadership strengths for training and

guiding team members.

CORE COMPETENCIES

INNOVATIVE LEADERSHIP Order Processing / Support Policies & Procedures

Financial Review Risk / Fraud Mitigation

Customer Service Transaction Tracking Training & Coaching

Internal Systems &

Controls

Professional Experience

VERIZON COMMUNICATIONS, INC. - ROBBINSVILLE, NJ 10/2005 TO 9/2010

Provided excellent customer experience while fielding incoming calls in a

high-volume call center.

Customer Service Consultant

Managed client communications, building and growing productive client

relationships focused on service, sales, and cross-selling to meet revenue

objectives. Responded to inquiries, assessed needs, evaluated bills,

recommended solutions, and explained options to initiate, transfer, and

discontinue phone, TV, and Internet service. Liaised across internal

departments to troubleshoot, resolve, and coordinate order processing and

completion. Quickly addressed and settled customer service issues,

following up to ensure satisfaction. Referred escalated matters

appropriately to ensure rapid, effective resolution and customer

satisfaction.

Key Achievements:

> Reduced fraud by ensuring compliance with all operational and

regulatory procedures and identified potential medium and high risk

clients when opening new accounts.

> Maintained confidentiality while gathering and processing sensitive

client information and documentation.

> Proactively assisted other consultants with order entry processes

while providing floor support.

WACHOVIA SECURITIES, LLC - Glen Allen, VA 8/2004 to 10/2005

Leveraged knowledge of retirement and qualified plans to support IRA team

in administering client accounts and resolving issues while assigned to

special Prudential Securities acquisition project.

Senior Operations Analyst

Oversaw, reviewed, and approved daily account activities and documentation

to ensure accuracy, timely completion. Consulted with and advised brokers,

sales representatives, associates, and branch bank managers nationwide on

best practices for complying with IRS regulations. Processed journals and

wire transfers. Performed account maintenance; confirmed distributions,

generated tax corrections, and carried out account terminations. Liaised

with financial services industry leaders such as MetLife, John Hancock,

ING, Hartford, SunAmerica, and Fidelity on annuity liquidation status

updates. Conducted training for new staff.

Key Achievements:

> Improved compliance and reduced risk by researching, identifying,

verifying, and reporting accounts that failed to meet established new

account standards.

> Consistently delivered on-time documentation for all retail accounts,

qualified plans, and IRAs, including Traditional, ROTH, SIMPLE, SEP

and Rollover plans.

MORGAN STANLEY - New York, NY 6/2000 to 8/2004

Provided legal administrative services to process, verify, and ensure

accurate and timely preparation and filing of tax documentation for a

diverse range of retirement and qualified plans.

Retirement Technical Analyst

Investigated and promptly responded to internal requests regarding client

accounts. Facilitated re-establishments, closed accounts, modified account

classifications, and re-registered mutual funds. Administered adjustments

to IRA contributions and distributions. Prepared 1099-R and 5498 tax form

corrections. Conducted required minimum distributions, ROTH conversions,

and recharacterizations. Refunded excess contributions; corrected funds

received and paid; as well as, same name IRA-to-IRA journals. Monitored

documentation to ensure accuracy and completeness. Trained personnel on

verification and other administrative processes.

Key Achievements:

> Supplied support on regulatory changes and enhanced communication with

branches nationwide by designing, producing, and distributing an

interactive IRA bulletin.

> Verified new accounts met with regulatory requirements by performing

in-depth research, gathering detailed client information, and

completing enhanced due diligence.

Educational Background

BACHELOR OF BUSINESS ADMINISTRATION, IN PROCESS

AMERICAN PUBLIC UNIVERSITY - Charles Town, WV

Completed Coursework towards Liberal Arts Degree

LONG ISLAND UNIVERSITY - Long Island, NY

Technical Proficiencies

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Lotus Notes,

Sametime, Avaya, Lexis/Nexis, Google, World-Check, Morgan Stanley's

proprietary Branch Inquiry Tracking Systems (BITS)

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