Administrative Assistant Customer Service

Nanette Custodio

**********@****.*** **** Solomon Court, Milton, On. L9T 8H1 905-***-****

PROFESSIONAL SUMMARY

With over 6 years of professional experience as a Financial Planning Associate and Account Administrator within the financial sector. Extensive experience in a customer service work environment that supports and recognizes commitment to excellence in varied functions to meet the organizations goals and objectives.

AREAS OF EXPERTISE

Process Improvement

Training and Development

Client Service Delivery

Coaching and Mentoring

Performance Management

Conflict Resolution

Financial Transferring and Processes

Account Administration

CAREER EXPERIENCE

TD Wealth Financial Planning, Services and Support May 2001 to May 2015

Financial Planning Account Administrator (May 2009 - March 2015)

Won the Random Star Award May 2014 and Legendary Client Experience Award July 2014 for being pro-active, self-motivated and a team player with an upscale measure of success in planning, project coordination, organizational and interpersonal skills

Satisfied the customer queries from Financial Planners, Financial Planning Associates and back office personnel utilizing a high level of communication skills and built strong relationships with all levels of management allowing for management to focus on sales and revenue.

Represented the Legendary Client Experience of the TD Wealth Financial Planning and Support, Account Administration Department creating themes and submitting entries resulting in financial rewards while creating a team culture.

Assembled monthly information packages, providing annual reviews allowing all financial planners pertinent information in order to accurately inform their clients and update their profiles for future financial endeavors.

Provided transition and relocation client letters for resigned, on-paternity leave and on leave financial planners for review to their respective Senior Regional Managers ensuring all clients are included in their book of reference.

Processed tickets and email requests to our generic email FPSERV to ensure timely account maintenance reporting, cash management cheque rejects and material change reports.

Distributed mails, UPS packages and inter-office correspondences to all Financial Planning Associates and Account Administrators ensuring all materials was delivered on time and with reasonable pricing.

Coordinated team lunches, facilitated team huddles and legendary client experience monthly theme presentations to the team embracing best practices for delivering legendary client experience to share and learn from each other.

Financial Planning Associate (May 2006 to May 2009 )

Built and maintained strong relationships with 20 financial planners to support their administrative tasks ensuring all clients were assisted with account inquiries, cash movement and annual review appointments with their financial planner.

Liaised between the financial planners and back office to ensure all information was up to date, allowing for the financial planner to communicate the status of their portfolio allowing the client to make informed decisions.

Investigated, resolved and followed up on financial planners and client issues and provided viable options resulting in profitability for the client and the bank.

Executed trades, cash movements and frequent purchase plan instructions.

Case Manager, Segregated Funds (TD Waterhouse Insurance) 2001 - May 2006

Provided Leadership and knowledge to the MILA trading Admin Team to ensure all daily tasks were performed efficiently and to meet and exceed the service standards

Built a cohesive work team of 5 people that delivered exceptional service and development opportunities

Planned, organized and implemented initiatives to meet deadlines and productivity

Maintained in depth knowledge of 14 contracted insurance company product lines

Conducted staff performance reviews to ensure levels of growth and to build opportunities for succession planning

Transferred funds, serviced processes and managed client concerns to maintain efficient work flow and provide support to the investment advisors, estate planning advisors and senior investments advisors

EDUCATION, PROFESSIONAL DEVELOPMENT & VOLUNTEER

Saint Scholastica's College

Bachelor's degree – Bachelor in Liberal Arts major in Psychology

Professional Development:

Canadian Securities Course

Volunteer

Youth Counselor, organizes retreat and fund raising activities for the youth ministry of our parish church

Computer Skills

Office : MS Word, Excel, Powerpoint, Microsoft Outlook

Croesus, Vantage, ISM, Privacy Seminars, Compliance online courses

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