Customer Service Manager
Resume:
Tom Rossum
Email: *********@********.***
Address: **** ******** **.
City: Dallas
State: TX
Zip: 75232
Country: USA
Phone: 214-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
TOM B. ROSSUM II
7820 Texridge Drive 214-***-****
Dallas, TX 75232 972-***-****
E-mail: *******@*********.***
INVESTMENT OPERATIONS PROFESSIONAL
Extensive experience in Customer Service, Operations Processing, and Call Center. Proven knowledge of financial systems, applications and processes. Able to effectively analyze and resolve issues. Coordinate key projects and provide training for personnel. Familiarity with TOA systems and depositing client stock certificates. Ability to coach and counsel with excellent communication and facilitating skills. Cooperative, empathetic and yet results oriented.
CORE COMPETENCIES
* Problem Solving * Customer Service * Training/Instructing
* Org. Management * TOA Systems * Analyzing
* Trading Platforms * MS P.Point/Word * Imaging System
PROFESSIONAL EXPERIENCE
VERITY RECRUITING, Plano, TX. March 2012 - June 2012
(Contractor)H.D. Vest Financial Services
Full Service Broker Dealer
Advisory Compliance Analyst
Responsible for reviewing Registered Investment Advisor trades to ensure they meet FINRA/compliance standards and confirmed billing accuracy
Major Accomplishments:
* Run daily reports of product changes for fee based accounts.
* Reviewed trade blotter reports on a daily basis for trade accuracy.
* Updated C.S. Logs advising or informing RIAs investments are out of compliance.
* Ensured clients are notified regarding accounts being out of compliance.
* Reviewed Advisory Billing for accuracy & informed Advisors/Clients by formal notification.
FIDELITY INVESTMENTS, Westlake, TX. May 2007 - Sept 2011
Online Brokerage & Mutual Fund Company
Financial Representative
Responsible for maintaining and assisting clients with online systems, trading and general maintenance.
Major Accomplishments:
* Provide resolution of time sensitive issues increasing client satisfaction.
* Perform Mutual Fund & Equity Trading with clients resulting in higher revenue.
* Guide clients in how to use the online tools resulting in a decrease in costs to the firm.
* Assist clients with distribution of funds facilitating a timely deposit or withdrawal.
TD AMERITRADE CORP., Ft. Worth, TX. Jan. 2006 - May 2007
Online Brokerage Firm
Relationship Manager
Responsible for facilitating the relationship between Financial Advisors, their clients
and TD Ameritrade.
Major Accomplishments:
* Advise Financial Advisors and their clients on paperwork requirements
For setting up accounts, transferring accounts among contra brokers and
journaling assets among TDA accounts resulting in timely processing of work.
* Assist in training new team members resulting in a shorter learning curve.
* Coordinate special projects for immediate supervisor allowing a timelier turnaround time.
AMERITRADE HOLDING CORP., FT. Worth, TX. Jan. 2004 - Dec. 2006
Online Brokerage Firm
IRA Rollover Specialist/Trader
Responsible for advising and guiding Ameritrade clients with specific information regarding
Rollovers from qualified plans to Ameritrade.
Major Accomplishments:
* Assist clients with implementing IRA Rollover accounts online increasing revenue
* Direct client to specific paperwork needed for rollovers providing a quicker turnaround time.
* Facilitate Equity, Options, Mutual Funds, Pink Sheets and B.B. trades for clients without a computer system.
* Educate and train client on updated systems and system information reducing cost.
H.D. VEST FINANCIAL SERVICES, Irving, TX. April 1992 - Nov. 2003
Full Service Brokerage Firm
Operations Manager
Responsible for: coordinating, organizing, supervising and managing 7 to 20 direct reports, one team leader in a customer service call center environment for broker/dealer.
Major Accomplishments:
* Supervised 8 to 20 team members in the daily tasks of resolving client and advisor problem inquiries guaranteeing each problem is resolved.
* Resolved any escalated issues derived from a dissatisfied client, advisor or department to ensure satisfaction.
* Interviewed and hired prospective team members by utilizing a certification called Target Selection. This detail method of interviewing allows one the opportunity to differentiate between those that were a good fit and those candidates that are not.
Operations Supervisor 1999 - 2000
Responsible for supervising eight direct reports and one team leader. Coordinated phone desk and problem resolution to ensure teams were working together to provide excellent Customer Service.
Premium Service Supervisor /Training Consultant 1992 - 1999
Responsible for supervising and managing four team members that took calls and resolved issues for top producing advisors.
EDUCATION
BA, Communications, Stephen F. Austin University, Nacogdoches, TX.
FINRA Security License 6, 63, 66, 7
Contact this candidate