Customer Service Quality Assurance

Eric Flynn

**** *. ********* ****** • Clearwater, FL 33756 • 727-***-**** • *********@*****.***

Technology / Financial Services

Self-directed business professional experienced in financial application support and Information

Technology. Thrives in fast-paced environments, responds rapidly to changing priorities, and leverages

effective cross-functional collaboration in conducting detailed needs analysis to formulate tailored

customer-centric solutions

Areas of Strength

Project Leadership Public Relations Reporting

Network Troubleshooting Graphic/Web Design Presentations

Software Installation Quality Assurance

Hardware Set-Up Data Analysis

Client Services Training

Licenses: Series 7, 66, and 24 • Life, Health, and Annuity

Key Technical Skills:

MS Word • MS Excel • MS PowerPoint • MS Access • MS Outlook • MS CRM • MS Front Page

Illustrator •Photoshop • Flash • Dreamweaver • Fireworks • Final Cut Pro • Website Design/Layout

Albridge Wealth Reporting • Market Q • Morningstar Workstation • Reuters

Client Data System • Laser App

Professional Experience

RAYMOND JAMES AND ASSOCIATES, St. Petersburg, FL

2006 - 2013

A leading diversified financial services holding company.

Broker Application Support Analyst (2012-2013)

Oversaw troubleshooting and problem resolution on a wide variety of proprietary and commercial

financial related software. Performed varied work that required evaluation to analyze moderately complex

financial data problems relating to rate of return, asset classifications, and transactions. Participated in

critical projects requiring cross-functional coordination. Conducted testing for program releases and

updates.

• Tested new releases of advisor based reporting on Cognos based system reporting problem

resolution and escalation.

• Supported advisor-based reporting for book of business metrics including trailing-12 production,

assets under management, and top clients.

• Collaborated on reporting measures for an accusation of Morgan Keegan financial advisors.

• Provided training and how-to assistance for financial applications improving the efficiency of

new and existing financial advisors.

Transition Management Technology Consultant (2007-2012)

Eric Flynn • 727-***-**** • *********@*****.***

Accountable for technology overview and needs analysis for new advisors joining the firm. Conducted

hardware and software consultations, coordinated access entitlements, hardware orders, and acted as the

main point of contact for troubleshooting technical issues relating to networks, printing, and PC

maintenance. Presented technology to potential recruits providing an overview of order-entry systems,

quote programs, and contact management software. Trained newly hired associates.

• Contributed to record recruiting year in 2009 by assisting new financial advisors in their

transition to Raymond James resulting in the recruitment of 750 experienced advisors with more

than $35B in AUM.

• Created training knowledge base for contractors assisting during high volumes of transitioning

advisors.

• Consistently scored above 90% for overall transition satisfaction.

Paraplanner (2006-2007)

Provided comprehensive branch support and client service management. Prepared for client reviews by

gathering account information, performance reports, and updating Morningstar Workstation. Coordinated

client seminars and follow up prospecting for potential clients. Maintained data feed for Client Data

Center transactions, updates, and corrections.

• Designed relational Access Database for contact management to track potential business and

existing insurance policies.

• Implemented electronic system for viewing documentation and standardizing forms in electronic

format through Laser App.

• Successfully brought in new business by contacting seminar attendees and selling them on the

available services.

• Consulted with the branch manager on the implementation of new technology including updated

hardware.

HUMAN RESOURCE DESIGNS, INC., Clearwater, FL

2004 - 2006

Business skills consulting firm offering custom training programs including leadership, communication,

customer service, and management skills.

Research and Technology Coordinator

Researched market prospects and designed material for campaigns. Created graphic design concepts for

business correspondence and workshops. Designed company website and maintained article updates.

Reported on website analytics and performed SEO optimization.

• Assisted in market campaign for direct marketing resulting in attendees by direct mail.

• Consulted the business owner on hardware and software configurations

• Designed, from concept to print, business correspondence and workshop materials on site to

reduce outsourcing design costs including business cards, brochures, and workshop materials

• Reviewed and assisted in proofing PowerPoint presentations and hand-out material.

Prior Professional Experience

First Investors Corporation

Financial Advisor

Eric Flynn • 727-***-**** • *********@*****.***

Rolling Green Country Club

Teaching Professional

Education and Professional Development

Registered Paraplanner - College for Financial Planning

Mass Communications – University of South Florida

Associates of Arts – Brevard Community College

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