Customer Service Management

Diego O. Guizada

**** ******* *****

Falls Church, VA 22044

703-***-**** *****.*******@*****.***

Employment

Fidelity Investments, Smithfield, RI

Cost Basis Specialist

Processed Service Requests (SRs) related to cost basis maintenance and errors.

Used internal Tax Account System (TAS) to service inquiries related to tax questions.

Utilized in-house resources to explain cost basis changes due to corporate actions (splits, spinoffs, mergers, reorganization, wash sales).

Participated in projects, brainstorming sessions, and testing of new software enhancements.

Communicated issues to business partners and external clients via telephone and email as needed.

Reviewed position data and updated cost basis lots utilizing spreadsheets and manual calculations.

Conducted training for overseas team via video conference call and webinars.

Accountable for Quality Control (QC) of work processed by teams located overseas.

Responsible for auditing all trades processed according to IRS regulations.

Liable for reporting all security valuations for different purposes (ex. Date of Death Valuations).

Branch Banking & Trust, Woodbridge, VA

Teller

Jan 2012 – Feb 2015

May 2011 – Dec 2011

Assisted with clerical responsibilities such as cash managing, drawer balancing, petty cash, and cash inventory supervision.

Maintained proper cash limits, cashed checks, accepted deposits, issued cashier’s checks, money orders, traveler’s checks, and fund transfers.

Initially hired as entry-level teller; promoted within my first three months to Vault teller due to accuracy, speed, and customer service skills.

Professional Advertising Inc., Arlington, VA

Office Operator

Managed database system for updating and creating customer accounts.

Executed tasks such as responding phone inquiries regarding new and current customer accounts, preparing and delivering customer orders.

Oct 2008 – April 2011

Lead Quality Control (QC) team over the production area of marketing resources (letters, snap packs, postcards).

Supervised assembly line for all products.

Assembled customer orders for delivery across sites within the DC metro area.

Skills

Microsoft Access and SQL.

PivotTables and Macros

Exceptional analytical and critical thinking skills.

Outstanding written and oral communication and interpersonal skills.

Fluent in Spanish and English (Reading, Writing, and Speaking)

Financial analysis.

Proven leadership capabilities.

Motivated self-starter with strong desire to learn.

Education

George Mason University, Fairfax, VA

May 2010

Bachelors of Science: Finance (Cum Laude)

GPA: 3.45

Bachelors of Science: Information Systems and Operations

Management (Cum Laude)

GPA: 3.78

Overall GPA: 3.54

License/Certifications

General Security Representative (Series 7)

Jul 2014

Achievements

Received a Service Recognition Award (SRA) for providing excellent customer service to clients and partners.

Received an Excellence Quality Award (EQA) for maintaining 100% work quality for a 6 month period.

Certificate of Excellence in the Major of Information Systems and Operation Management

Dean’s List – 2007 – 2010

Member: Financial Management Association

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