Highlights of Qualifications
• Fast learner, enjoys new challenges and thrives in an environment that is fast paced and varied.
• Excellent customer service skills and experience
• Strong communication skills that enable me to create rapport with customers and co-workers and enhance their confidence and knowledge
• Love working with people, and have experience working with many types of personalities.
• Detail oriented, if there is a question I enjoy finding the answer. Have good research skills.
• Has experience with public speaking, has taken speech classes and practiced at many types of presentations.
• Outgoing, personable and fun loving and creative.
• Have done many listen-ins during my time here.
JPMorgan Retirement Plan Services, April 2000- Current
Participant Services Specialist
As a call center representative I take incoming calls from participants regarding issues on their retirement plans. I have been trained on all special and complex Defined Contribution plans. I work on several special gates, including PZID, which is the team that works with the technical aspects of our internet sites and helps others (both internally and externally) in understanding how to use it and correct problems. In my position I develop rapport with the participants, help them understand their accounts and also assist with transactions and paperwork. I also have assisted with outgoing emails to participants, done callbacks for one of our larger plans and I have also done callbacks to people when their checks have been returned to us. I assist with the 12-Horses system, ordering paperwork for participants by email. I have worked as my team’s social coordinator and often take on running larger social events for the entire Denver department.
I have successfully completed the PA-1A ad 1-B exams.
I have successfully completed the Daily Valuation exam.
I received two awards for Challenging and Inspiring others in September of 2001
I have received four Service Stars- November 2003, March 2004, April 2004, December 2004
I also won the Team Player Award in 2002
Janus, Denver, CO November 1998 – March 2000
Investor Service Representative
Receive incoming calls from prospective and existing shareholders and provide full service information and transactions. Handling calls from irate or unsatisfied shareholders and following through with them to see a satisfactory final resolution or facilitate a conversation between the shareholder and a Supervisor to reach a solution. Maintaining an active and expanding knowledge of the products offered and presenting these products in interesting and confidence building calls. Maintain a high quality in the transactions processed and manage time and duties efficiently. Have acquired both NASD series 6 and 63 licenses.
Achieved proficiency in handling all full service calls.
Have continued training to expand knowledge of the industry and the products offered.
Through experience in this department I have had the opportunity to also work in other areas of the business such as Processing,
Literature Representative (Through Initial Talent Tree at Janus)
Receive incoming calls from prospective and existing shareholders and provide information and education about the company and it’s products. Facilitate the transfer of calls between the literature line and Full Service representatives. Exhibit a knowledge of the products offered and an understanding of the business and methods of investing, in order to communicate that knowledge to the investors in a confident, enthusiastic manner.
Achieved proficiency in handling both basic and complex Literature calls
Have increased personal knowledge of the Financial industry by utilizing training co-worker’s knowledge and experience, and by also adopting a course of self study
Increased knowledge about the funds and services offered by the company so that I can express that knowledge confidently to the investors in a clear, concise manner
Keybank, Denver, CO January 1996 - August 1996
Customer Convenience Specialist
Assisted bank customers through the transition from drive-through windows with tellers to drive-through ATM banking. Worked with individual customers in setting up ATM cards, PIN numbers and walking them through the ATM process. Attended regular meetings to improve customer relations skills and also acted as part of the support staff for the bank management. Handled complaints about the transition with an emphasis on understanding the customers concerns, addressing them and then redirecting them in a positive manner.
• Increased customer’s knowledge and confidence by listening to the issues they presented and offering instruction and understanding
• Achieved high customer service skills with dissatisfied customers by using patience and a positive enthusiastic manner, which also increased the confidence of the customers who were satisfied.
Enrolled at Arapahoe Community College
I do plan on returning to school in the next couple semesters
Transcript available upon request.
Familiar with both Macintosh and Windows Operating systems. Have used Microsoft Word, Quicken, Excel and Lotus Notes. I am familiar with all the internal systems at JPM RPS and use them extensively. Familiar with Internet Explorer as well.
Hobbies and Interests
Camping, hiking, Renaissance Faires, time with my family, video games, photography and video editing, reading, swimming, anything Disney, travel.
Scott Deisler – Personal Reference
Gary T Merlette – Manager JPM RPS
Joseph J Freymuth – Senior Specialist JPM RPS
Arthur H Moore – Participant Services Specialist