SUMMARY OF QUALIFICATIONS
Top-producing, multi-skilled and committed Customer Relationship Manager, with years of progressive experience and demonstrated success in delivering first-rate customer satisfaction, communication and organizational skills. The ability to manage multiple tasks in fast-paced environments with proven record of accomplishment.
BACHALORS OF SCIENCE BUSINESS MANAGEMENT • 09/2017 • UNIVERSITY OF PHOENIX
HONORS & AWARDS
Commencement Speaker Award
Delta Mu Delta International Business Society 2015
Student Leadership Series Certiicate of Appreciation
The National Society of Collegiate Scholars 2013
JESSE S. RUFFIN
PROGRAM DIRECTOR • OPUS ARISE BEACON • 09/2017 – 01/2018
Facilitate planning and reflection meetings with a staff of 33 employees
Schedule and supervise eight activities for over 300 students
Increased Student enrollment by 60% Within one month
Raised Parent involvement by 20%
Communicate with schools to create, plan and implement programs
Schedule programs with schools and student/parent correspondence
Training and develop onboarding for all new employees
Develop and run professional development session for staff quarterly
Build and retain strong relationships with the surrounding communities
TEAM LEAD • GOLDMAN SACHS (NOVITEX) • 01/2017 – 09/2017
Development of training presentations
Train and coach a staff of 15 on customer needs, specifications, departmental targets, techniques and tools to support task performance
Team development and collaboration (The ability to work within a team is the second most important skill)
Research, follow-up and resolve client inquiries by interacting with UPS, FedEx, DHL, and USPS
Create and generate monthly reports
Increased employee morale by 93.3%
Decrease resolution conflict by 15%
CLIENT SERVICE SPECIALIST • UBS • 10/2014 – 03/2016
Educate corporate clients on their stock purchase plans, stock options, and restricted shares.
Research, follow-up and resolve client inquiries by interacting with advisors and clients.
Liaison between traders and Compliance on KYC, FACTA, and OFAC.
Trade support for Derivatives (Options) and Equities (US & Non-US equities).
Trade reconciliation, trade confirmation, currency, and cost basis.
Account Analysis: Statements, payment processing, and Estates.
Interface with counterparties regarding trade detail disputes.
Interface with trading and marketing staff worldwide regarding trade detail disputes.
Prepare and review confirmations for derivative product trades.
TEAM LEAD• TIME WARNER CABLE • 02/2010 – 01/2013
Executed inbound technical and customer service support and delivery to diverse clientele by researching and answering inquiries; programming and installation, encoding and updating customer information, coordinating and scheduling technical service requests (TSR’s).
Delivered sales support (Upselling and Cross-selling) to customers on company’s products and services.
Served as the “Point-of-Contact (POC)” on pilot programs, testing, and various computer-related issues to colleagues and team members. This includes providing practical training, coaching and feedback; Consistently maintained high-rating on all performance metrics by decreasing call back rate to 85% and service call requests to 94% which resulted to cost-savings on company resources and time spent with customers
session for staff quarterly
CORE SKILLS AND COMPETENCIES
CRM Systems, Salesforce, Workday, Cisco, G Apps (Google Docs)
Excel, PowerPoint, Outlook 2013, Prezi
Training and Coaching
Excellent Multi-tasking Skills
Customer Relationship Management, Risk Analysis and Assessment