professional summary skills work history jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom knowledgeable operational specialist dedicated customer service professional extensive experience financial services industry solid team player excellent communication skills positive demeanor proven skills establishing rapport clients wide range financial service experience including mutual fund production well assets traded commission classes well broad knowledge different types accounts individual ira 401k 403b motivated maintain customer satisfaction contribute company success specialize quality speed process optimization articulate energetic resultsoriented exemplary passion developing relationships cultivating partnerships growing businesses diligent customer experience professional successful satisfying types customers creative knowledgeable solutions lead team customer servicefocused professionals improve customer ratings reduce complaints increase business microsoft 365 problem resolution quality risk analysis flexible documentation tax information customer service management crm systems training detail oriented digital money transfers financial assistance account management selfdirected research digital experience analyst department population medicine manchester nh 062011 112020 create application enhancements process improvements well incident resolution processing organize lead business user acceptance testing validate changes made client facing applications create application enhancements process improvements organize lead business user acceptance testing validate changes made eligible client facing applications worked business groups determine client impact reported issues resolved issues collaboration information technology support group proactively monitored maintained client service management systems past present future security risks created system models diagrams charts system developers enhance overall performance released full implementation new upgrades fix 25 releases back outs 11 years enabled production support approximately 150 incidents problem tickets per week company website achieved last 3 year consistent 99 performance 5day service level agreement sla overall incidents problem tickets well completing 100 24hour sla critical issues team member various increasing levels project 10 years started test implementation moved road map agile team valuation ended production support reporting moving design build managed incident outstanding problem ticket reporting process included analysis number issues site area trade settlement weekly presentation management additionally escalated critical issue management immediately coordinated business checkout disaster recovery exercise company maintain business planning return operation exercise inotitutional consultant first citizens bank wilkesboro nc 062006 062011 consulted internal external clients regarding plan design compliance reporting increased usage online selfservice tools clients 15 created institutional business tester role due need changing updating technology meet ever changing business security needs supported clients business analysis documentation client interactions dealer services representative k2 technologies incorporated remote 092004 052006 processed trades national securities clearing corporation 100m securities trading day performed timely completion broker dealer related activities compliance firm regulatory requirements monitored trades broker dealers operational governance signs fraud compliance completed research required used analytic tools fix complete failed trades used company troubleshooting resolution tree evaluate technical problems leveraging personal expertise find appropriate solutions trained staff operating procedures company services cloent services representative abbott laboratories harrisburg pa 082003 092004 maintained 45 50 scale internal quality crosstrained 3 areas increase effectiveness handling ensuring client engagement best class client experience educated clients account services mutual fund offerings general investing yearly tax preparations researched well resolved client inquiries regarding statement information account balances investigated resolved customer inquiries complaints quickly education bachelor arts ba communications university alaska anchorage fairbanks alaska certifications series 63 finra license 2006 series 7 finra license 2001 series 6 finra license 2000 chartered retirement plan specialist crps 2006 white belt drive certification process attaining comptia security certification green belt drive trained 051997