Customer Service Front Desk

Oliver Townsend

803-***-**** ************@*****.***

EDUCATION

Johnson C. Smith University, Charlotte, NC 28216

B.S. Finance Expected Graduation Date: May 2022

PROFESSIONAL EXPERIENCE

Implementations Manager

Sonic Web Development systems, Charlotte NC 02/2019-Present

Develop procedures/SOPs/manuals to roll out new SaaS features/functions that drive key components of our business (client-facing implementations)

Operating and manage workflow

supporting the organization's overall strategies

Manage and sustained high proficiency dealing with work processes

Providing exceptional customer service to both client and internal service partners

Ensuring proper classification through email

Being the liaison for business partners

Build, analyze and maintain existing training infrastructure (internal implementations)

Design highly scalable, readable, and testable onboarding systems for new accounts

Define measurable KPIs to improve upon that will ensure implementations/training QA

Workflow to include/require proficiencies dealing w/ sales teams (nurturing relationships)

Senior Operations Specialist – Data Management

LPL Financial, Fort Mill, SC 05/2017-02/2019

Facilitate incoming and outgoing block transfers for financial institutions that qualify for bulk account movement.

Serve as key point of contact to research complex inquiries from Business Consulting and Service Center

Provides guidance and works closely with the leaders in Technology as well as other business units.

Gather information and develop high quality business reviews to report to leadership.

Successfully interacts with all Departments, which includes audit, legal, and technology business partners across the company

Have experience working in a rapidly changing and complex environment.

Managed well with understanding of technology standards, regulatory requirements, and industry guidelines.

Identify and solve problems with minimal guidance

Treasury Processes

Facilitate the processing of corrections upon instruction from management.

Addresses inbound inquiries from internal teams as well as external partners and clients

Expert-level analytical skills to identify potential discrepancies data and resolve independently

leverage Excel and SQL to reduce manual processes or reduce risk.

Manage critical relationships with the firm, candidates, and key business partners to deliver a detailed client transfer plan.

•Researched insurance reappointment status for new LPL advisors with outstanding or

rejected registrations.

Kit Assignments assisting new advisors onboard to LPL’s platform.

Guest Relations Agent (Part Time) - Sheraton Hotel, 10/2009-2019

Provide effective and quality customer service and serve as mentor to new employees

Efficiently process guest inquiries and resolve compliance matters

Perform safe work habits according to local and federal regulations

Managed front desk operations

Processed daily operational reports

Provided quality customer care and service to guest

Provided quality customer service

Enforced company policy to guest

Identified and addressed customer/car concern

Nutrition Associate - University of Pennsylvania, Philadelphia, PA 4/2007 – 10/2009

Provided nutrition consultation to patients and assisted with patient food preparation

Adhered to FDA and local food and sanitation regulations

Operated cash registered and provided daily cash flow reports

COMMUNITY & VOLUNTEER ENGAGEMENT

Community Blood Center of the Carolinas – Volunteer 2015

Office of Student Leadership and Engagement – Volunteer 2016

Sister of mercy -Charlotte -Volunteer 2016-2017

LPL Financial- Volunteer 2017

Skills

Access 2016 (LPL Operating System)

Opera Operating System

Beta (LPL Operating System)

Excel

Oracle

PowerPoint

Client works

RedTail

Kibana Elastic

Coding

Stripe-Processing systems

AWS-Dynamo

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