Customer Service Sales

CHRISTIE TORRES

SKILLS

PROFESSIONAL EXPERIENCE

PI BROKERAGE INVESTMENT PROFESSIONAL, VANGUARD SEPTEMBER 2019 – PRESENT

CHANGE OF OWNERSHIP, RETAIL INHERITED SERVICES

Assists and guides clients through major life changes including loss of a loved one, gifting assets and establishing trust accounts. Provides high level of service through asset transfer, follow up, communicating realistic time frames and approaching interactions with compassion and empathy.

Was promoted to position from Foundational Representative.

Contributes to data collection and analysis to determine inefficiencies in the workflow process, along with possible causes of call volume.

FOUNDATIONAL REPRESENTATIVE, CLIENT SERVICE GROUP

Supported an average of 40-60 clients daily by guiding them through general inquiries including investment education, account maintenance, and tax questions. This includes walking clients through the website to self-provision account updates, but also explaining basic investment vehicles and principles.

Recognized for lowest first call resolution percentages among a cohort of 30 individuals.

Chosen to coach and aid team members to reduce their callback metrics through 1:1 coaching, development of new workflow templates and establishment of best practices.

Coordinated efforts to consolidate most efficient ways to streamline business processes as member of the Problem-Solving team.

FLORAL DEPARTMENT HEAD, HARRIS TEETER DECEMBER 2011 – AUGUST 2019

Supervised team of 4 employees, directed the day to day workflow within the department and provided positive experiences for customers by maintaining relationships and ensuring their needs were satisfied.

Increased sales in the Floral Department by $1,000 a week on average.

Achieved highest, out of 13, profiting department in District 14 for Mother’s Day 2017 through increasing margin by 12k profit.

Provided support for other departments as needed including: produce, salad bar, customer service, and express lane shopping.

Supervised 8 employees in customer service to insure daily work goals were met when required from management.

Consistently exceeded department and sales goals in the Floral and Produce Departments.

EDUCATION

UNC WILMINGTON WILMINGTON, NC 2016-2019

B.S. Business Administration- International Business Concentration

CENTRAL PIEDMONT COMMUNITY COLLEGE CHARLOTTE, NC 2012 – 2015

Associate of Arts

LICENSES AND CERTIFICATIONS

Securities Industry Essentials Certification

Series 7 – General Securities Representative Certification

Series 63- Uniform Securities Agent Certification

704-***-**** - ***********@*****.*** - LINKEDIN.COM/IN/CHRISTIE-TORRES

Communicative Conflict Resolution Organization

Adaptability Collaboration Empathy

Customer Service Professionalism Patience

Leadership Problem Solving Detailed Oriented

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