Customer Service Rep
Resume:
Venus Conklin
720-***-****, **********@****.***
March 2025
RE: Customer Service
Dear Sir:
I heard that you are looking to hire a new customer service rep and wanted to send you my application and resume. Based on my background, I believe I would make a great addition to your team. My maturity should be a good addition.
My unique combination of education, skills and work experience has allowed me to develop my strengths in explaining policies and regulations, assisting clients and evaluating. Because of my varied background, I am a resourceful and creative problem solver. I can always find multiple solutions to even the most complex problems.
As you can see, I continue I keep up to date on those systems I use – ie., Microsoft Edge suite, Google Chrome suite, Adobe, etc.
I need to warn you that your resume software will incorrectly assume that I have a medical background because I worked for my chiropractor in the morning scheduling patients and mailing claims. Also, I spent 2022 having four knee surgeries, fighting a rotten infection losing the hardware and ending up with a plastic walking knee.
It would be a pleasure to speak with you and discuss this opportunity with you. I look forward to hearing from you soon either by phone or text at 720-***-****.
Sincerely,
Venus Conklin
Attach
Venus Conklin
859 So Leyden St, Denver, CO 8024
720-***-**** **********@*****.***
SUMMARY
Even though I have not worked in an office setting for a while, I still strive to present my best effort in delivering myself. I have strong stability with a company because I adapt quickly. Skilled in oral and written communication, team leadership and relationship-building. Initiative-taking employee with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
SKILLS
Microsoft Office Suite Customer Service
Strong Organizational Skills Staff Development and Training
QuickBooks and Quicken Teams, Zoom
Adaptable and Resilient Goal Setting,
Google Office Suite Navigational Systems and GPS
EXPERIENCE
Senior Branch Office Administrator, Edward Jones, 425 So Cherry St, Glendale CO, March 2010 to April 2022
Edward Jones business model is one Financial Advisor (FA) and one Branch Office Administrator (BOA) per branch as a team. The company is employee owned. The offices are divided into regions with 60 offices per region. St Louis is where home office is located.
The company has with five levels of performance, service strategies and competencies that each branch works every month:
1. Create Clients (New Households) - Work with financial advisor to identify clients and prospective clients who have life events, missing beneficiaries, retired recently, family additions and schedule appointments.
2. Gather assets – Demonstrate our value proposition by setting clear expectations with clients and prospective clients to share requested documents (statements, insurance information, outside accounts, etc.) at least one week before their appointment.
On a monthly basis, schedule one appointment with a client or prospective client based on contact plans and clients coming due for reviews and/or on outdated Financial Foundation.
3. Deepening Relationships – Partner with FA to build an agenda and send to the client for 100% of appointments.
Prepare for each upcoming appointment by ensuring client information is collected and input appropriately (statement, life insurance, risk tolerance, monthly expenses, etc.) before the appointment, and FA is alerted to review items needing attention.
4. Protection – Review upcoming appointments monthly and identify any clients who may have a preparing for the unexpected need that is not addressed (i.e. survivor needs goal not documented in Financial Foundation) and recommend the FA incorporate into this appointment.
5. Online Access- show clients how to find statements, how to track their retirement, education goals progress. Increase the number of relationships
6. CEI - Client experience indicator. Learn and integrate a new (system/tools/processes) to create more efficient client branch process.
7. Regional Contribution – Aaron was a training leader for Level new-3. Our office was a legacy office for 3 new FAs to give them a start on their business.
Effectively ran the lunch and learn lunches for Edward Jones BOAs by scheduling meetings, ordering/paying for food and collecting notes from all the meetings, condensing down and distributed to the region - 60+ BOAs. Since Edward Jones is so spread out, these meetings were put together to help the region absorb and digest new procedures that were introduced. When I started with Edward Jones, we were using part DOS and part web systems. All systems were moved to the web by 2021.
Effectively participated on the Edward Jones regional leadership team - two different regions - we would get together 3 times a year to go over the current regional goals (new assets, FAs, etc) and then help the branches meet those goals by supporting the BOAs. Once a region reaches 60 offices, then a reorganization is done to keep the branches in a manageable area.
Effective mentor for new Edward Jones BOAs
8. Strategies: Every strategy listed has five different levels of service - provided by home office – to rate yourself how you performed between you. The financial advisor and the client – Outstanding, Exceeds Expectations, Meeting Expectations, Needs Improvement and Below Expectations. I was always Exceeds Expectations.
9. Competencies: Thinks like the client
- Delivers on the value proposition, anticipates client needs and expectations, and ensures that the client is the center of branch priorities, business decisions and branch processes -Consistent proactive gathering and leveraging information to anticipate, advocate, and tailor to the changing needs and expectations of the client in the branch, moving to a more predictive state
10. Plans and Organizes
- Promote Client Service Excellence - Consistently takes responsibility for implementing ideas and processes to improve client satisfaction in the branch and proactively shares ideas in the Region.
- Leverages Client Trends to Improve the Client Experience - Consistently investigates and shares the root causes of client service issues across the client team to understand and take action to ensure that they do not occur in the future.
11. Uses Sound Judgment
-Collects, analyzes and acts on relevant information from diverse sources to make effective and timely decisions in the best interests of the clients.
12. Uses Business Acumen
- Applies knowledge to the Branch Business Plan – consistently uses knowledge to facilitate and influence business planning processes (Evaluation, Pan and Prepare, Execute, Measure) and uses resources to offer solutions to financial advisor and with branch agreement makes necessary adjustments to help ensue achievement of branch, region and the Firm goals.
13. Delivers the Right Results
Holds self and others accountable for delivering the right result in the right way.
14. Communicates Effectively
Consistently shares important and relevant information with clients, branch team, region and the firm in a timely, open, and proactive manner, confers with others when decisions need to be made.
15. Builds Networks & Partnership
Proactively engages the branch team, region and home office in shaping plans and decision that impact client.
16. Champions Charge
Remains flexible and open minded to new demands and challenges.
17. Developes Self
Continuously identifies and pursues development opportunities to improve contributions and impact.
Gallacher Capital Management, LLC, May 1996 – October 2008, Greenwood Village, Colorado 80111
Kevin E Gallacher, RIA – 4 reps, 2 office staff, provided day-to-day client support and act as liaison between clients and reps, addressing client account issues and requests, such as trades, documentation, cost basis reports, and more
SUMMARY
Prepare and process insurance policy, investment, and asset transfer applications, established systems for conducting monthly client asset and insurance policy reviews for more than 300 clients
Perform monthly, quarterly, and annual accounting procedures, including state and IRS payroll filings
Transitioned client data such as investment and insurance policy information from a manual to web- based data base
Kept track of compliance CE requirements for 24 reps under the OSJ.
I held a series 7, 63 and Colorado Life Insurance licenses. Maintain and renew all state insurance licenses for the reps and RIA
Maintain process and documentation compliance with FINRA regulations, consistently passing annual broker/dealer audits with 100% proficiency; maintain ADV records via !ARD
Receptionist, Colorado Blvd Chiropractic, 1325 So Colorado Blvd Ste 022, March 2010 to March 2022 – SATURDAY MORNING ONLY- Jeffrey Maen, DO ****@******.***
Greeted patients, made future appointments, printed and mailed billings to medical companies, made new files, answered patient record requests from attorneys and insurance companies.
LYFT AND UBER – March 2023 to July 2024
Every day I accepted ride requests from total strangers based on my current profile on the ride app. After 19 months of driving, I have given 4,252 rides and maintained 4.78 out of 5.00 rating; consistent rider compliments are friendly, helpful, and clean car.
Lyft Uber are ride share apps that allowed me to earn money while driving as a taxi substitute in the Denver area and download earnings daily. received tips from 80% of my riders.
Wellness/Health, Patient, University of Colorado Hospital, April 2022 - November 2022 Denver, CO
April 20, 2022, UC Health Hospital entered for right knee infection that took four (4) surgeries (one to take all the equipment out of the knee), drug regimens, would vac, brace, rehab, blood tests to cure this infection. The last surgery on Nov 8, 2022 showed the infection was gone and I was fit to go back to work.
EDUCATION & CONTINUING EDUCATION
•Adams City High School graduated June 1965
•Annual Training for FINRA Compliance – Edward Jones and Mutual Service Corporation – March 2010 – April 2022, May 96 – Oct 2008
•Pre-Supervisor Training, Cost Accounting, Management by Objective - The Gales Rubber Company - 1978
•Developing Supervisory Skills, Women on the Way Up - Mountain States Employers Council - 1977
•Purchasing Procedures & Policies - Colorado State University –1979
•Principles of Mangement, Accounting, Law – Metro State 1978-79
•During covid Jones gave BOAs access to systems from home - 2020
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