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Customer Service Years Experience

Lakewood, Ohio, 44107, United States
May 22, 2010

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Molly DiFilippo

**** ******** ***., ********, **** 44107

Cell Phone: 813.***.****

E-mail Address:

Objective To obtain a position in the Cleveland, Ohio area as a Recruiter where I

can use my professional experience, communication skills and leadership

to contribute to the growth of a company and maintain a fulfilling


Employment T. Rowe Price Financial Services, Tampa, Florida

Experience June 2004-April 15, 2010

Supervisor, Retail Investment Services, August 2007 - April 15, 2010

Four years experience with recruiting, interviewing, hiring and

providing feedback to candidates from new hire candidates through

intradepartmental promotions.

Prepared associates for several cross-departmental promotions by

helping them identify their best career path based on their

competencies and assisted them in their behavioral style interview


Created new Senior Interview Guide, organized candidates appointments

and organized documentation for calibration hiring session.

Managed team of up to 14 Financial Service Investment Specialists

including writing monthly written performance reviews and meetings,

call reviews, call coaching and separate action plans for each

individual tailored to their specific developmental goals and career

path development.

Managed performance issues up to and including termination.

Senior Representative, Participant Service Center, January 2007-August


Intern for T. Rowe Price Tampa Recruiter, screened all resumes and

conducted all behavioral style phone interviews.

Attended career fairs to represent and promote T. Rowe Price, collected

resumes and answered questions about the company, benefits, open

positions and overall business.

Conducted tours of Tampa site for all incoming candidates.

EDGE 2007 Graduate -Internal Leadership Development Program.

Customer Service Specialist, Retail Investment Services, June

2004-December 2006

New Hire Intern, July 2006 class and November 2006 class - Led classes

of 9 and 15 New Hires through 8-week training course as their main

contact and instructor to successfully transition them to Service

Associates on the financial calling floor.

Used presentation skills to adapt to classroom facilitation and tailor

learning styles when needed to prepare associates for call environment.

Kent State University Phone Center, Kent, Ohio

September 2001-February 2003

Alumni Liaison

Caller of the Year, September 2001-May 2002.

Successfully requested over $70,000 in fundraising donations from Kent

State alumni.

Used extensive interpersonal skills to inform Kent alumni about campus

fundraising activities and developments in the university on outbound

phone calls.

Education Kent State University, Kent, Ohio

May 2003

Bachelor of Business Administration -Marketing, Advertising; Minor -

International Business

Dean's List, Founder's Scholarship Award, Trustee's Scholarship, Campus

Tour Guide, Campus magazines advertising representative

Other Obtained FINRA Series 6 & Series 63 Registration Licenses

Lowry Park Zoo Volunteer

Corporate Training Courses attended: Presentation Skills; Interview and

Selection Skills; Conflict Management; Working with Behavioral Styles;

Giving and Receiving Feedback; Harassment Free Workplace.

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