Customer Service Management

M. Teresa Picar (Teri) 305-***-****

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

Chesapeake, VA 23323

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

PROFICIENCY

** **** ***** ** ******** processing, broad knowledge of policies and procedures in administration, operations and customer service

Excellent interpersonal, communication and negotiation skills, ability to interface with all levels; quickly build rapport, maintain strong productive working relationship with staff and clients

Organized team player with operational, project/time management and multi-tasking proficiency -able to establish, execute and track project plans, utilizing fundamental project management techniques

Resourceful, self-starter, problem solving, interpersonal predisposition, efficiently assimilate and react to change

Strong computer skills, MS Office – Outlook, Word, Excel, PowerPoint, Salesforce, Ebix, Redtail and internal record tracking systems EXPERIENCE

2014– Present Practice Manager - Lincoln Financial Advisors, Virginia Beach VA

Provide in-depth reporting/analysis of current cases, troubleshoot operational, administrative, customer service and compliance concerns

Responsible for preparation of all documentation and revision that relate to the purchase of products and services; ensure accurate data entry, information is complete, required documents are finalized and approved for digital submission ie documentation life-cycle process

Organize records and data, responsible for data quality and maintenance, report weekly and monthly

Track contracts to assure accurate and required documents are approved and processed within the necessary guidelines to meet deadlines

Maintain and produce weekly reports, track current and future open cases; track correspondence, support team lead function

Build and maintain good relationships with vendors, management, staff and clients

Coordinate with internal and external partner to resolve all items, provide administrative and clerical support

Administer establish guidelines for prioritizing, evaluate, track/monitor activities effectiveness

Assist management, peer and internal clients in understanding established policies and procedures, while providing customer satisfaction through measurable results; plan and lead meetings with internal/external partners

Manage maintenance of client records, CRM database and compliance files, highly sensitive information 2009 – 2014 Control Analyst - UBS Norfolk, VA / Miami, FL

Performed delegated supervisory duties for 200 employees, 9 branches, 2.8 billion AUM, 100mm plus production on branch operational risk and audit process

Deliver expertise by independently analyzing and interpreting data, develop strategies to drive performance improvements, innovation and mitigate risks

Drive risk management daily; implement and follow up on branch operational projects; stay informed of new policies & products

Communicate/negotiate in a proactive manner to effectively avoid or resolve operational issues, problems/complaints

Perform monthly account reviews, communicate and ensure compliance firm risk management guidelines and policies are followed

Monitor accounts daily/monthly/quarterly, track transactions daily approximately 1000 plus a day; review correspondence incoming/outgoing for all offices over 1500 daily including electronic communication –email, fax

Communicate and educate employees on Firm compliance policies, procedures and operational risk framework requirements; track and monitor department completion of required compliance training

Performed monthly quarterly review of office equipment and supplies 2006 – 2009 Financial Advisor - UBS Miami, FL

Execute business development strategies for acquisitions, grow existing business; sales initiative, travel as needed

Analyze clients' financial needs, goals, sensitivity to risk and time horizon; financial markets and industries

Strong relationship management and customer service, build. develop and maintain network of internal/external partners

Maintain abreast of processes and operation procedures change, manage, train and mentor support and operational staff 2005 – 2006 Premier Client Manager - Bank of America Miami, FL

Primary point of contact and service provider for High Net Worth client relationships (domestic/international)

Ensure timeliness and quality of client service delivery strong customer service; accountable for overall client satisfaction

Broaden and deepen relationship by cross-selling products/services and retention of existing client base

Depth knowledge and experience in Wealth Management, credit, products, fiduciary and investment

Provide direct project management support for restructuring – utilize methodology focusing on process improvement, cost reduction and profit increase; partner and develop network leverage resources 1993 – 2005 WM Relationship Manager - Wachovia Securities Miami, FL

Manage and grow book of business High Net Worth clients, build and maintain portfolio of clients, generate revenue, travel

Policy administration, staffing, interview, budget, compensation, hiring and development, T&E, performance management

Maintain up to date with compliance, regulatory and corporate policies, comprehensive AML and EDD

Monitor closely day to day operations, sales logs/blotters, funds and/or securities receipt and processing, wire transfer, trade corrections and documentation control including correspondence, assist audits

Develop and implement ongoing training of products and services, create and generate departmental reports

Interfaced with regulators, audits, human resources and legal matters, staff supervision, delegate for Managing Director

Support branch management, communicate policies to branch staff; market knowledge, think, plan and execute strategically; identify sales opportunities

EDUCATION 1992 Florida International University BA Miami, FL LICENSE 1992-2010 FINRA Securities License, 3, 7, 63, 65 and 9/10 Supervisory License

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