Jennifer L. Couture

Learning & Development Customer Service Research & Analysis Investment Services Telephone: 651-***-**** Email: ad01u9@r.postjobfree.com 856 W. Berwood Avenue Vadnais Heights, MN 55127

CAREER PROFILE

A dynamic, data and analytics-driven leader working at the cutting-edge of employee/student engagement, strategic planning and high-quality curriculum delivery to provide meaningful learning experiences. A notable capacity for defining and translating the needs of a diverse clientele into targeted solutions that promote satisfaction, retention and growth, is underpinned by an aptitude for working autonomously to drive complex scheduling, administrative and business workflows to timely completion. Superior communication and interpersonal skills facilitate strong consultative relationships and engender a collaborative environment that is conducive to motivation, target-attainment and continuous improvement.

KEY SKILLS & STRENGTHS

Professional/Management:

Teaching, Learning & Development Expertise

Customer Service

Complaint Research, Analysis & Resolution (Data-driven Decision-making) Remote & Independent Operations (Workflow Management) Staff Management & Team Development

Content & Report Development

Planning, Organization & Prioritization

Innovative Solution Development/Problem Solving

Business Operations (Continuous Process Improvement) Process, Policy & Procedural Compliance

Sales Management & Business Development

Training Curriculum Development

Communication:

Cross-functional Collaboration & Teamwork

Group Training & Instruction

Presentation Development & Delivery

IT & Technical:

SharePoint, Microsoft, Outlook, Excel, OneNote, PC, Mac, Chromebook, Multiple finance programs/apps (Ex. Trust 3000), Social Media Management (Facebook, Tik Tok, Instagram, Twitter, Twitch)

CAREER HISTORY

Securities Operations Specialist II April 2022 to March 2023 Principal Financial Group (Through Aston Carter Temporary Services) Minneapolis, MN Support the Investment Manager community with processing of already executed trade activity

(DTC/Fed trades, collateral movements, private placements, derivatives) and inquiry support related to the processing and custodying these assets

● Prudent management of the self-directed client relationship and their expectations, through strong communication skills

● Services include but are not limited to account/relationship management, trade and cash processing, corporate action communication, inquiry research and resolution, transaction reconciliation, cash management, and process creation and/or implementation

● Additional responsibilities:

● Additional duties may include but are not limited to the following:

● Ensuring customer satisfaction

● Reviewing, tracking and monitoring reports

● Ensuring service level agreements (SLAs) are met

● Following up on high-level customer requests or concerns

● Providing back-up for all department functions

● Leading and/or participating in production improvement efforts

● Addressing procedural impacts

● May provide training, coaching, and feedback to new and existing team members

● Leading small to medium-sized projects or parts of larger project Research & Remediation - Remote January 2019 to March 2022 Wells Fargo (Through Robert Half and Aerotek aka Aston Carter Temporary Services) Minneapolis, MN Complex multifaceted role encompassing analytical, consultative and client engagement functions in support of an operationally efficient, procedurally compliant environment

● Spearhead day-to-day complaint-based operations, promoting a culture of accuracy, cross-functional engagement and high-quality decision-making

● Leverage expertise to manage the end-to-end customer complaint process, while ensuring absolute compliance with all pertinent regulations, procedures and policies:

● Liaise directly with clients to gather complaint-related information, before navigating multiple systems to critically review previous actions taken by all parties

● Cross-reference research outputs with established policies and procedures as they relate to financial accounts to verify compliance and identify areas of non-compliance

● Define and document appropriate resolutions; communicating outcomes to all pertinent stakeholders

● Maintain currency of knowledge regarding state laws and banking regulations to ensure all operations remain compliant and in alignment with contemporary requirements/standards

● Specialize in conflict/complaint resolution; employing tact, diplomacy and discretion to achieve mutually beneficial outcomes and de-escalate sensitive situations/clarify misunderstandings

● Facilitate streamlined operations through the planning and ongoing coordination of internal workflows; ensuring a seamless end-to-end customer experience built around efficiency and quality Founder & Owner August 2019 to Present

Massage by Couture, LLC Vadnais Heights, MN

● Established and grew a leading massage business from scratch to sustained profitability through high-quality service delivery and effective business leadership

● Maintain impeccable internal standards by defining and aligning all operations with industry-wide best practices, operating procedures and protocol

● Nurture strong trusting relationships with a diverse clientele to understand their specific physical issues, requirements and goals, and translate them into individualized plans of treatment

● Employ a suite of techniques to perform massage/bodywork, targeting specific areas of stress, pain and tension to improve relaxation and support long-term health gains

● Utilize medical terminology as it relates to the body structure, understanding of common medical conditions, and general knowledge of bodily functions

● Drive engagement and sales through the development of compelling, on-brand marketing content for distribution across digital channels; converting data/analytics into opportunities for growth and improvement

● Maintain a high-impact brand presence across a dedicated WordPress website, and Facebook, Instagram and Tik Tok

● Prioritize accuracy and efficiency in managing all administrative and financial functions, to include accounts payable/receivable, procurement and record-keeping

● Served as the creative vision and driving force behind a program of community events – forging sustainable and meaningful links while promoting brand awareness

● Consistently maintain a 5* rating by providing outstanding customer service

● Ensure compliance with all legal requirements to maintain licensing with the city Teacher (2nd grade, 6th grade, and Academic Intervention Specialist) February 1997 to March 2017 St. Paul Public Schools St. Paul, MN

● Worked one-on-one with learners to assess their level of comprehension and ascertain their specific learning needs, before leveraging key data to develop individualized learning plans

● Development and delivery of challenging educational programs/student-centered lessons tailored to the interests and abilities of students (ensuring alignment with the curriculum)

● Established clear objectives for all lessons, units and projects to aid student comprehension and success, while effectively modeling student behavior to maximize learning outcomes

● Monitored both the social and academic performance of students to ensure progress in line with established targets/plans, while promoting a culture of respect, inclusivity and participation

● Integrated technology into the classroom (Microsoft Word, iPads, Apple computers, Oracle, Efolio, Microsoft PowerPoint) to improve engagement

● Key member of the Fundraising Committee, leading research into funding opportunities and authoring quality grant applications to drawdown funding

● Delivered a significant improvement in reading. literacy and mathematics scores by cultivating collaborative relationships with teachers to achieve a cohesive, consistent approach – gaining recognition from the superintendent

● Broke new ground with the creation and promotion of an educational phonemic curriculum that enabled students with a variety of learning issues to decode literature within months

● Promoted cost efficiencies through the strategic purchase of supplies and materials

● Organized and led a field trip event to the Ordway Theater for over 500 students and 60 staff members; personally recruiting and briefing volunteers to ensure safety and success EDUCATION

Massage Therapist (Passed National MBLEX Exam) 2018 Minnesota School of Cosmetology and Health Woodbury, MN MA Education (Reading Emphasis) 2009

Concordia University St Paul,, MN

Bachelors of Elementary Education for Grades 1-6 (Minor in Language Arts) 1997 University of River Falls River Falls, WI

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