Service Representative Professional Experience

Isma Richards

Phone: 804-***-****

Email: ****.*********@*****.*** LinkedIn: www.linkedin.com/in/ismarichards

A top-performing and dedicated professional with over 20 years of experience working within the financial field in the areas of investments, insurance, brokerage, and annuities, as well as working as an Administrative Assistant. Possesses an exceptional background in client relationship development and quality assurance, paired with strong communication and interpersonal skills that allows for the keen ability to build rapports easily with customers and coworkers. Strong planner and problem solver that demonstrates a strong capacity to adapt readily to change, and a proven ability to juggle multiple priorities and meet tight deadlines without compromising quality.

Areas of Expertise

Quality Assurance a

Organization

Client Service

Microsoft Office Proficiency

File/Document Management

Problem Resolution

Business Writing

Client Relationship Development

Team Training

Communication

Policy Compliance

Siebel

Key Skills Assessment

Relationship Building – Build and cultivate productive and sustained client relationships resulting in a positive company image and client-company satisfaction and retention.

Organization and Multi-Tasking – Proven ability to manage multiple projects and duties in a highly organized and professional manner, while maintaining an effective workflow.

Professional Experience

Permanent Mission Of Saint Vincent and the Grenadines to the United Nations 9/2011 – 8/2015

Foreign Service Administrative Officer

Administrative, protocol and logistical duties.

Scheduled and coordinated meetings and travel arrangements on behalf of the Ambassador and Government Ministers.

Assisted in the planning and organization of conferences and social events

Kept minutes of meetings.

Sorted mail and faxes.

Provided written and oral reports to the Ambassador and the Ministry of Foreign Affairs.

Presented governmental foreign policies at bilateral and multilateral meetings.

Prepared statements and correspondence on behalf of the Ambassador.

Vangent 10/2010 – 8/2011

Medicare Client Service Representative

Representative charged with providing available information regarding Medicare Advantage and Medigap plans, explaining and clarifying the overall Medicare process to beneficiaries, offering information regarding eligibility, and highlighting information on general claims.

Enrolled Medicare recipients in to various Prescription Drug plans.

Worked effectively to quickly resolve outstanding recipient issues and answer queries.

Computing Concepts INC

TD Wealth Management 2/2010 – 6/2010

Temporary Registered Client Service Representative

Migrated client accounts to TD Ameritrade, and performed fund and account transfers when needed.

Actively researched information in order to effectively respond to and resolve client requests and questions.

Professional Experience Continued

New York Life 4/2009 – 7/2009

Temporary Variable Annuities Client Service Representative

Representative charged with maintaining and managing client accounts, and responding to any client inquires.

Transact financial and non-financial activity on client accounts including fund transfers, premium allocation changes, partial withdrawals, surrenders, automated investment activity.

Provided operational instructions to Brokers.

E-Trade 6/2008 – 10/2008

Registered Financial Service Representative

Opened new customer accounts, including checking, savings, and brokerage, and maintained all existing accounts providing information to any customer requests.

Genworth Financial 11/2005 –11/2007

Annuity New Business Case Manager

Processed new applications in good order, ensuring compliance with cycle-time and accuracy standards.

Reviewed licenses of agents

Reviewed account opening documents for compliance

Completed asset transfers.

Generated illustrations for proposed applicants.

Ensured completed paperwork was in good order.

Provided responsive communications regarding work not in good order, in a timely and responsive manner to ensure effective assistance to advisors.

Managed complete life cycle of new accounts from Initial Work Reviews to account establishments and funding including non-acat transfers.

Responsible for the compliant/regulatory administration of annuity client applications

Macerich 10/2003 – 11/2005

Receptionist/Admin Assistant

Performed clerical duties including typing and filing, and managing incoming and outgoing correspondence.

Assisted guests by resolving complaints, and responded to tenant requests for needed repairs.

Greeted visitors and responded to busy telephone line.

Maintained front desk.

GE Financial 2/2002 – 10/2003

Annuity Client Service Representative

Worked closely with clients to solidify, maintain, and enhance their relationships with GE Financial services.

Proactively uncovered and targeted client needs, assisting advisors with resolving open uses and providing timely and knowledgeable communication concerning work that was not in good order.

Managed existing accounts including portfolio rebalancing, address changes, beneficiary changes, ACATs, RMD requests and withdrawals.

Merrill Lynch 1/1997 – 1/2002

Fulfillment Analyst/Investor Link Representative

Responded and met client and prospect inquires and needs regarding Merrill Lynch products, via telephone and Internet in a fast-paced call center.

Provided training and leadership to all on boarded permanent and temporary employees.

Fulfilled outstanding request and queries regarding the askml.com website.

Generated and analyzed daily and weekly reports utilizing Excel and Crystal reports.

Responsible for maintaining daily fulfillment testing of outside vendor

Education & Training

Bachelor of Science, Psychology, Virginia Commonwealth University, Richmond, VA, 1996

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