Manager Customer Service

Nicole Handeland

Windermere, FL *****

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

218-***-****

Summary: Over 10 years of experience in customer service with

strengths in event planning and

administration. Particularly effective self-starter with the

initiative to create a more efficient work environment.

Employment History:

Ameriprise Financial; Edina, MN

2006 - 2010

Client Service Manager with the Practice of Troy Kurth

. Fostered The Client Service Model with consistent

communication and assistance to each client resulting in a

96% on a recent client satisfaction survey

. Controlled the office schedule with client, wholesaler and

business partner appointments which optimized practice

productivity

. Reported and tracked new business submissions, sales, and

purchases ensuring accurate transactions

. Ensured the practice was compliant with SEC, NASD and other

industry guidelines with proper forms, applications,

disclosures, brochures, record keeping and reporting to the

Central Supervisory Unit

. Created and tracked monthly profit and loss statements

resulting in easier small business tax reporting for the

advisor

. Planned, coordinated and conducted marketing events such as

retirement parties, luncheon seminars and sporting events to

add value to the client experience

. Created the first Operating Manual for the Client Services

Manager position streamlining training and increasing

productivity in staff transition times

. Created a system for tracking the fulfillment of continuing

education credits needed and the renewal processes to keep

the advisor's licenses in good standing

. Proficient with NaviPlan entry, Contact Manager, Document

Developer, MorningStar, FASware, PMT, and many other

Ameriprise Advisor Compass tools

Grand View Lodge Resort and Spa; Nisswa, MN 1999 -

2006

Senior Group Sales Coordinator (2004-2006)

. Managed the details for meals, meeting space, transportation

and recreation for over 20 corporate, association and special

event groups each month

. Assigned lodging for attendees of groups ranging in size from

10-300 people

. Contracted and maintained relationships with outside

transportation and entertainment vendors

. Ensured the accuracy of charges, processed and collected

final billing for departed groups.

. Led weekly Event Order meetings to communicate event details

to all resort department heads ensuring guest expectations

were met throughout the resort

. Produced Grand View's first Meeting Planners Packet to assist

group contacts in planning their stay

. Wrote Grand View's first Group Sales Coordinator Standard

Operating Procedures to create a consistent level of service

between all of the event coordinators

.

Recreation Director (2002-2004)

. Created the activity schedule for resort guests with over 150

weekly activities to choose from

. Organized and led special events, team building exercises and

theme nights for conference groups ranging in size from 10 to

300 participants

. Hired, trained and supervised 25 staff members for resort's

Social Recreation Program, Children's Program, Tennis

Program, and Pool and Fitness Facility

. Monitored Profit and Loss Statements which ensured each

recreational department stayed within outlined budget

. Monitored staff attendance and payroll minimizing overtime

costs

. Contracted and maintained relationships with outside vendors

for party rentals, facility use and special event needs

Assistant Front Desk Manager (1999 - 2002)

. Assisted guests with registration and orientation of the

resort and available amenities

. Supervised and trained 10 seasonal front desk staff to ensure

guests interacted with knowledgeable, friendly, customer

service oriented employees

. Booked social reservations and family reunions easing the

work load for the reservation staff

. Handled overdue guest payments preventing loss of revenue

. Typed reservation confirmation letters to confirm details of

stay for each guest

. Addressed guest complaints to ensure a positive guest

experience

. Performed daily office operations to maintain order and

increase productivity

. Communicated with all resort departments to make registration

and check-out seamless for guests

Education: B.S. in Communication Studies, University of Kansas, Lawrence,

KS

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