Customer Service Manager

Joshua R. Evans

P.O. Box ******

614-***-****

Columbus, OH 43224

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

Technical Support . Business/Financial Analyst . Operations Support .

Reconciliation Analyst

Organized, dependable and self-motivated individual with demonstrated

expertise in providing complete technical, analytic, problem solving and

operational support to various areas of the financial industry. Highly

effective communicator and team leader with proven ability to work

effectively in a team environment, while assuming individual responsibility

and managing multiple deadlines and priorities.

CORE LEADERSHIP QUALIFICATIONS

. Operational Support . Technical Support

. Superior Customer Support

. Financial Analysis . Business Analysis

. Client Relationship Building

PROFESSIONAL EXPERIENCE

2009 - 2010 Nationwide Financial

Financial Specialist II (Contractor)

. Assisted participants with their 401(K) and 403b pension employer

sponsored retirement plans;

. Analyzed pension plans and provided instruction on servicing loan

eligibility, distribution requirements, vesting schedule, and

administration features;

. Processed financial reports to analyze contribution/distribution

schedule within mutual funds for any given period, quarter or for the

year;

. Informed participants or advisors of instructions for distribution or

roll-over;

. Researched distribution request and status and acted as a liaison

between Nationwide to resolve any inquiries or problems.

2007-2008 Merrill Lynch

Lead Financial Specialist/Client Services/Production Management

. Serviced High Net Worth/Affluent/Private Wealth client investment

portfolios;

. Solid communication skills to effectively deal with various levels of

management, staff and build rapport with clients via Interactive

Voice Response (IVR) system;

. Analyzed organizational, detail orientated information to ensure that

work related activities are completed in an accurate and timely

manner;

. Maintained high level of confidentiality and work with highly

sensitive data and information;

. Effectively used problem solving skills to identify and resolve day-

to-day operation and customer relations problems;

. Transitioned service to sales on a client per account recommended

basis;

. Demonstrated interpersonal skills to work effectively in a team

environment and maintain a professional and positive manner;

. Managed and analyzed banking related processes such as check order,

visa credit card resolution, web bill payment, funds transfers;

. Tracked and recorded data for internal and external firm and client

communication and correspondence via Seibel, AS/400, and ML platform

management systems ;

. Tax Service Matter Expert during tax season providing assistance with

1099 related questions;

. Demonstrated leadership skills to effectively help develop and lead a

high performing team and support less experienced employees with on-

the-job training, technical troubleshooting, and problem resolution

along with handling difficult customer situations in a proactive and

positive manner;

. Performed as lead FRS specialist in lieu of supervisor and assisted

manager with team goals;

. Scouted and prospected potential clients and matched them with

products and services from the Merrill Lynch platform.

2005-2006 JPMorgan Chase

Financial Credit Advisor

. Provided superior customer service and assisted clients with various

inquiries concerning business credit card account;

. Operated with consistent analytical and problem solving skills;

. Responded to inbound/outbound calls to clients to process orders,

payments, and assist with opening up new accounts via AS/400, First

Assist, and interactive voice response (IVR) systems;

. Handled marketing by offering balance transfers and/or product

incentives options to enhance their business consumer experience from

promotional APR's to points and travel awards;

. Strong customer service with more challenging inquiries in regards to

account dissatisfaction and maintenance negotiation.

EDUCATIONAL EXPERIENCE

Keller School of Management, 2011

Masters of Business Administration

The Ohio State University, 2004

Bachelor of Science

ACTIVITIES / SKILLS

Studied "Global Diversity" in Africa

NAACP Active Member

Typing: 60 WPM, Internet friendly and computer software savvy, highly

trainable/fast learner

Expert in all Microsoft Office Programs (Word, Excel, PowerPoint, Access,

Outlook), Quicken, Salesforce, Tsystems, LexisNexis, Siebel

Contact this candidate