Customer Service Management

Erica Cruz

************@*****.***

Profile

Administrative support professional offering versatile office management skills and proficiency in Microsoft Office programs. Support experience in the Financial Planning, Securities, and Life and Health Insurance industries. Strong planner and problem solver who readily adapts to change, learns quickly, works independently and exceeds expectations. Able to juggle multiple priorities and meet tight deadlines and showcases quality customer service.

Education

Washington State University Pullman, WA

Bachelor of Arts, Organizational Communication, 2010

Edward R. Murrow College of Communication

Key Skills

Office Skills: Office Inventory

Records Management

Database Administration

Filing & Data Archiving Spreadsheets/Reports

Administrative Support

Calendaring

Self starter

Effective Communication

Team Liaison Front-Desk Reception

Executive Support

Travel Coordination

Medical Insurance processing & Language

Computer Skills:

MS Word

MS Excel

MS PowerPoint MS Outlook

MS Publisher

Windows Financial Software: CRM-Redtail, Morningstar Office,Albridge, DST,

Medical Insurance-databases/Websites

Experience

Viren & Associates, Inc. Spokane, WA Assistant – April 2011 – September 2012

Handled multifaceted clerical tasks (e.g., data entry, filing, records management and scheduling) as well as management of client accounts in a brokerage firm that deals with financial services, group health benefits and life insurance. Recently promoted to fill in as the executive assistant to the financial planner/owner of the company, acting as liaison for clients, answering common questions and responding to various service needs. Assisted financial planner and our clients in creating personal financial and retirement plans

Highlights:

Managed clients financial portfolios and transactions i.e. Distributions and contributions of funds held in the advisory and brokerage accounts.

Knowledgeable of financial software that manages clients accounts, including: BranchNet, Morningstar Office, CRM-Redtail, Docupace

Entrusted to manage office in the supervisor’s absence. Provided timely, courteous and knowledgeable response to information requests; conflict resolution and account updates

Updated various files including annual statements and state licensing requirements.

Knowledge of compliance issues and regulations of broker dealer LPL Financial

Account Processing: opening and closing of financial accounts

Preparing and generating reports for client meetings, updating spreadsheets

Help develop and maintain a template for Viren & Associates, Inc. presentation system for client proposals in medical benefits and financial planning business. Established strong relationships to gain support and effectively achieve results.

Maintained our client database by updating client data as needed; worked on analysis of company data through CRM for profiles of clients, numbers of clients, money under management, etc., maintaining the total business profile.

Entrusted to manage office in the supervisor’s absence. Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls;

Updated various files including annual statements and state licensing requirements.

Provided customer service and projected a professional company image via phone, email and face-to-face contact with clients and professional contacts.

Ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.

Washington State University – Internship: WSU Division of Governmental Studies & Services (DGSS), Pullman, WA Telecommunication Intern / Spring 2010

• Invited to present at National Convention in Tacoma, WA addressing Emergency Preparedness

and the application of information technology to improve information flow and decision making

• Promoted the use of tele-communicating and the breakdown of the ‘digital-divide,’ to ensure

individuals and disadvantaged groups have both access to, and the skills necessary to use information

and communication technologies

Weldon Barber, Spokane, WA Cosmetologist/ 2010-2011

Richard’s Hair Studio, Pullman, WA Cosmetologist /2008- 2010

Supercuts, Pullman/Lewiston, WA,ID Cosmetologist/2006-2008

• Worked with clients to choose and maintain up to date hair styles. Increased client base through quality work and client referrals.

• Responsible for supervision of shift opening and closing and working as a liaison between stylists and customers to assure customer satisfaction.

• Sales and Inventory of salon beauty products

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