Customer Service Sales

Susan J. McFarland

408-***-****

*** ******** ******, *** ****, CA

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

A team-oriented Senior Customer Service Associate with extensive experience managing high-level

client relationships in a fast-pace, demanding, and highly regulated environment. Outstanding record of

planning, training, and end-to-end onboarding of new clients and brokers. Exceptional organizational,

communication, and interpersonal skills with a demonstrated track record of successful execution of

mission-critical tasks. Customer service evangelist dedicated to removing barriers and providing superior

client satisfaction. Tenacious, dedicated, and detail oriented team member striving to please clients

within the profitability framework of the organization.

Professional Experience

Merrill Lynch

Client Associate November, 2013 – June 2014

• Effectively resolved customer issues, provided business solutions to achieve customer needs

• Organized travel and expense reports.

• Delivered and prepared presentations on a wide range of products

• Managed and performed account maintenance for international and domestic clients

• Maintained client data base

• Served as the office contact for ordering office supplies, maintenance issues and scheduling office

calendar

• Managed a high-volume workload with a deadline environment

UBS Financial Services

Sr. Client Associate November 2001 – June 2013

• Appointed Sr. Client Associate, assigned to high net worth broker customer base (top 5% of

branch)

• Developed, documented, and implemented a new recruit standard operating process for

onboarding top tier brokers and their customer book

• Served as a mobile liaison to all new recruits by providing in person training in multiple area

offices

• Provided customer service by phone, earning multiple outstanding customer service awards

during tenure

• Performed all aspects of account maintenance including transfers, wires, and document request

vacation calendar

Morgan Stanley

Sales Assistant 1999 – September 2001

• Performed all clerical and administrative aspects of new account processing

• Answered phones

• Processed paperwork transactions and performed filing

• Notarized documents as required for the location

• Processed mail

Skills

• Proficient in Microsoft Word, Outlook, PowerPoint and Excel

• Notary Public (lapsed) 1997-2006

• 30 years of experience in Customer Service

• Salesforce.com

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