Customer Relations/Analyst

Justin Jang

***** ****** *******, ************, ** 20878

240-***-**** . ***********@*****.***

Professional Experience:

Testing and Education Analyst 2016 – Present

FINRA, 9509 Key West Avenue, Rockville, MD 20850 240-***-****

Utilized problem solving and analysis skills to review various reports and tickets involving testing inconsistencies between clients and exam vendors, exam delivery disputes, and invalid testing.

Responded to inquiries from clients, vendors, SROs, and broker dealer firms on all aspects of FINRA testing via email, telephone or face-to-face meetings.

Documented business processes for testing through the Proctor system and created work process reports that would streamline the Proctor system.

Worked with developers and QC within FINRA to resolve any observed trends and problems within the Proctor system.

Provided business support to other departments within FINRA on regulatory programs pertaining to testing/education.

Participated in product demos for existing and potential new clients/vendors.

Met with new clients/vendors to introduce and explain Proctor system for future use.

Customer Support Specialist 2014 - 2016

FINRA, 9509 Key West Avenue, Rockville, MD 20850 301-***-****

Primary point of contact for all client support, troubleshooting, and training.

Responded to basic compliance inquiries and technical questions from internal and external customers.

Provided end-user support to industry professionals, brokers, and investors on FINRA regulations and system/technical issues via phone or email.

Provided functional and navigational assistance for all applications by utilizing documented procedures and web-based applications.

Lead all aspects of user training including scripting, recording, and producing video and written guides.

Documented all tickets and customer inquiries into the CRM system to provide detailed report regarding the situation.

Education:

B.S. Mathematics 2008-2013

University of Maryland, College Park, MD 20742

A.A. Summer Intensive Program, Korean Language and Literature 2010

Korea University, Seoul, South Korea

Technical Skills:

Windows OS, MAC OS

Microsoft Word, PowerPoint, Excel, SharePoint

Adobe Creative Suite (Photoshop, Flash, After Effects)

Final Cut Pro X

Basic HTML 5 and CSS 3 website development and maintenance

FINRA Applications – CRM, Proctor, CRD, FINRA Entitlement System

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