Call Center Financial Services
Resume:
Jaime Leadman
Phoenix, AZ *****
***************@*****.***
Professional Summary
Experienced financial services and customer support professional with a proven track record in high-volume environments, including retail, financial services, and quality control. Adept at managing client inquiries, providing financial guidance, and enhancing operational efficiency through training and process improvement. Skilled at multitasking, managing large client events, and assisting high-traffic customer interactions. Seeking a role as an Inbound Call Center Financial Associate to leverage my experience in financial services and client relation
Work Experience
Pro Golf Shop Associate
Coronado Golf Course – Scottsdale, AZ
October 2020 – Present
Managed high-volume walk-in traffic, handling over 100 transactions daily on the POS system.
Organized tee sheets and set up players for the course, ensuring smooth daily operations.
Collaborated with colleagues to coordinate and manage large events, including tournaments and corporate outings, enhancing the customer experience and event success.
Delivered exceptional customer service by guiding clients in selecting golf equipment and apparel tailored to their individual preferences.
Client Service Specialist & Registered Representative II
Charles Schwab – Phoenix, AZ
January 1999 – October 2006
Provided personalized service to walk-in clients and assisted 7 financial advisors with client management for the first 5 years at the branch, contributing to increased client satisfaction.
Transitioned to the call center as a registered representative, placing trades and resolving financial inquiries.
Consistently maintained a high first-contact resolution rate, solving 95% of client issues in a single interaction.
Supported clients with account management and financial transactions, using my Series 7 and Series 63 licenses to ensure regulatory compliance.
Quality Control Analyst
AssetMark (formerly Genworth Financial) – Phoenix, AZ
January 2007 – October 2013
Reviewed financial transactions for accuracy, ensuring compliance with company policies and regulatory standards.
Created detailed reports on transactional defects, contributing to process improvements and reduced errors.
Played a key role in onboarding and training new employees, developing training materials and reference guides that increased team efficiency.
Collaborated with cross-functional teams to enhance operational efficiency, resulting in a 15% increase in transaction accuracy.
Education
General Equivalency Diploma
Central High School – Phoenix, AZ
1992 – 1996
Skills
Client Service & Support
Financial Acumen & Compliance
High-Volume Transaction Management
Quality Assurance & Reporting
Event Management & Coordination
Salesforce & Workflow Systems
Training & Development
Excellent Verbal/Written Communication Skills
Microsoft Office Suite
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