Client Service Operations Resume Sample
Wendy Ebert
49317 Reinger Circle,
San Francisco,
CA
+1 (555) 415 0431
Work Experience
Client Service Operations Associate
07/2015
-
PRESENT
San Francisco, CA
- Provide leadership and direction to service assurance leaders who are ultimately responsible and manage a 7/24/365 who act as the customer’s single point of accountability for all their Service Assurance after sales support needs
- Expand the business beyond today and tomorrow - Accountable to deliver, transform, simplify and optimize the customer’s after sales support experience
- Accountable for the business strategy development of the Service Desk (i.e. Sell ideas, concepts and strategies to all levels within the organization through understanding of the internal/external clients’ business, plans, and strategic objectives)
- Citi's Institutional Clients Group provides a full suite of strategic advisory and financing products to multinational and local corporations, financial and public sector institutions, governments, privately held businesses, and many of the world's most successful and influential individuals and families in more than 160 countries and jurisdictions
- Citi's Derivatives Clearing business consolidates Futures, OTC Derivatives and Open Collateral activity in order to provide clients with a comprehensive and consistent service experience; Peer teams include Prime Finance Operations and Custody Operations
- Citi Futures is one of the world's largest participants in exchange-traded derivative markets and has also established itself as a market leader in the evolving OTC Clearing world
- A focus on quality and timeliness, maintain ownership for assigned routine Service Requests
- Meet all service standards to ensure CST and client satisfaction
- Handle routine work stream specific assignments along with, but not limited to, client user access, client terminations, eligibility, communications, billing/file feeds, along with reporting requests and general inquiries as assigned
Client Service Operations Analyst
07/2012
-
02/2015
Boston, MA
- Resolve issues when possible and escalate as needed
- Project support as assigned
- Willingness to engage in process improvement conversations and project teams as needed
- Possess a deep understanding of JPMorgan’s investment process and the individual mutual fund portfolios in order to effectively articulate detailed information about investment concepts, strategies and performance issues
- Act with a sense of urgency and a can-do attitude to address business need and accomplish goals
- Conflict resolution: Ability to facilitate discussion; ability to quickly obtain relevant facts to resolve a problem is vital
- Also takes on the Change Manager role, presents projects and answers the client’s questions for reviews or change requests
- Provide clients with a single point of contact for a wide range of operational issues and account management queries, including addressing execution and position breaks
- Compile and analyze metrics to assess client efficiency and experience. Leverage metrics to identify optimal operational channels, driving improvement in client processes and experience
FCC OPS Client Service Operations, AVP
05/2009
-
05/2012
Chicago, IL
- Liaise with Core Operations groups such as Trade Management, Income & Expense, Central Accounts Group and Control to resolve queries. Interact with the Business, Sales, Legal and Compliance teams to ensure that commercial opportunities can be facilitated under controlled conditions
- Work independently at times or with team members and management on strategic projects and process improvement initiatives to reduce risk and/or improve client service delivery
- Préparer, vérifier et produire des rapports destinés aux clients en temps opportun
- Effectuer des analyses de vraisemblance et expliquer ou concilier les écarts
- Établir et gérer de multiples échéances serrées de production de rapports
- Prendre part à des projets, selon les besoins
- Prepare, validate, and deliver client reports in a timely manner
- Perform reasonability analysis and explain/reconcile variances
Education
Strayer University - Fredericksburg Campus
2004 - 2008
Bachelor's Degree in Accounting
Professional Skills
- Bonnes connaissances du secteur de la gestion d’actifs, notamment en ce qui a trait au service à la clientèle et à la production de rapports destinés aux clients
- Excellent conflict resolution and time management skills. Ability to maintain composure and diffuse difficult situations
- Strong attention to details with proven high level of accuracy
- Attention to detail, good organizational skills, ability to multitask
- Direct experience in department operations, client service, media or entertainment, and/or marketing consulting, advertising or activation agencies
- Effectively manage the customer relationship, addressing any client escalations and influencing the clients’ service level ratings of the team
- Role is grade level 55 or 56 depending on licensing and experience
How to write Client Service Operations Resume
Client Service Operations role is responsible for research, software, events, reporting, trading, database, general, organizational, compliance, media.
To write great resume for client service operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Service Operations Resume
The section contact information is important in your client service operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Client Service Operations Resume
The section work experience is an essential part of your client service operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous client service operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client service operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Service Operations resume experience can include:
- Self-motivated and self-managing, demonstrating sound judgment and effective decision making
- Assist team with client servicing priorities (year-end reporting, adhoc requests, etc.)
- Strong aptitude for computer systems, interest in learning to leverage technology for process improvement and enjoy working with large volumes of data
- Prioritize and manage multiple reporting deadlines
- Understanding of IT and application support
- Enjoys challenging the status quo, owning their projects and embracing change
Education on a Client Service Operations Resume
Make sure to make education a priority on your client service operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client service operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Client Service Operations Resume
When listing skills on your client service operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical client service operations skills:
- Simplify the customer’s experience by maintaining an expert knowledge of the client contract and service level agreements
- Simplifies the customer’s experience
- Establish and maintain effective relationship with internal teams
- Entregent et excellentes aptitudes pour les communications orales et écrites
- Excellentes valeurs professionnelles – fiabilité, honnêteté et attitude positive
- Strong work values - dependable, honest, positive attitude
List of Typical Experience For a Client Service Operations Resume
1
Experience For Client Service Operations Analyst Resume
- Maintain database of key client contact information to be used for event invitations, marketing communications and hospitality experiences
- Maintain key department documents including org charts, account assignments, key contact information and other centralized information needs
- Works well under time pressure
- Ensure timely delivery of work that includes monitoring internal and external dependencies, progress tracking, and monitoring of milestone accomplishments using metrics and statistical analysis
- Document and keep existing documentation up to date for the procedures and processes under responsibility. Identify and propose process improvements. Adopt a dynamic and responsive approach to understand and meet stakeholder needs, priorities and objectives
2
Experience For Client Service Operations Associate Resume
- Oversee the implementation of initiatives related to product/service quality, process improvement, customer service, and development of new business partnerships as defined by senior management
- Support the efforts of our B2B Marketing Team including maintaining calendar of key client programs/events, collection of information for case studies, and subsequent distribution to Client Service Team
- Process signed paperwork
- Takes ownership in work
- Create and implement new processes to support new client requirements
- Work with all aspects of account data and setup including documentation such as new account paperwork, account update paperwork including bank links and beneficiary forms, and management of the client experience with regards to account paperwork management. Also includes help with reconciling account values, transactions, and performance on a regular basis
List of Typical Skills For a Client Service Operations Resume
1
Skills For Client Service Operations Analyst Resume
- Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after sales support experience
- Enhance the customer’s service assurance experience
- Possess a thorough understanding of Schwab’s products and services including paperwork and procedures required for efficient processing
- Record of successfully deploying and managing enterprise level technology systems
- Initiate and track client cashiering, cost basis and other transactional items related to new client onboarding or asset transfers
2
Skills For Client Service Operations Associate Resume
- Process Assets Held Away for performance reporting data or trading groups
- Manage internal team communications including team meetings, calls, emails including monthly all-team calls as well as quarterly/annual in-person conferences
- Knowledge of the Asset Management industry, particularly client services and client reporting
- System implementation and testing
- Finance, Business, Accounting, Communications
- Foster a positive environment giving team members an opportunity to succeed
- Partner with multiple Investment Consultants both onsite and remote, performing operational activities to support sales efforts
3
Skills For Manager, Client Service Operations Resume
- CRM data entry for billing
- Maintain compliance folders – including KYC creation and maintenance
- Set up trading and performance groups for new accounts
- Work with custodians to ensure timely account opening
- Clone Existing Accounts
- Draft and maintain policies and procedures for supporting Client Service Operations function
- Identify and resolve work processing issues, make suggestions to streamline operations and implement best practices
4
Skills For Head of Client Service, Operations Resume
- Establish and maintain professional and productive relationships with the customer’s Senior Management team
- Effectively handles difficult requests, builds trusting, long-term relationships with clients and manages client/business expectations as well as being able to view problems through the eyes of the client
- Communication Skills - Communicates what is relevant and important in a clear and concise manner and shares information/new ideas with others Business Focus - Understanding of operational workflows
- Teamwork - Strong team player, collaborates with others within and across teams, encourages other team members to participate and contribute and acknowledges the contributions of others
- Established knowledge with core MS applications
- Minutie et bon sens de l’organisation; capacité à accomplir plusieurs tâches à la fois
5
Skills For FCC OPS Client Service Operations, AVP Resume
- Bilinguisme (français et anglais)
- Expérience de travail dans un environnement d’entreprise, un atout
- Communicate effectively with stakeholders, to support and solicit input from team members at all levels within the business, and to work with a diverse customer base
- Solid organizational skills, including the ability to effectively prioritize multiple tasks, meet deadlines, report on progress and follow through independently to achieve stated goals
- Develop contingency plans and meet challenges necessary to execute business and action plans
- Provide leadership and direction to a team of unionized CEP - Technicians who act as the customer’s single point of accountability for all their Service Assurance after sales support needs. The leader is ultimately responsible to manage a 7/24/365 unionized CEP workforce
- Provide leadership and direction to a team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance needs
6
Skills For VP, FCC Client Service Operations Manager Resume
- Provide leadership and direction to a team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance needs. The leader is ultimately responsible to manage a 7/24/365 team of unionized CEP workforce
- Maintain a high level of knowledge of the service assurance business processes and is accountable to enhance the customer’s service assurance experience
- Demonstrate a passion for customer service, and be a positive role model to colleagues
- Proactively work to build strong relationships with internal teams
- Build and maintain strong client and inter-departmental relationships
- Partner with management team to plan and monitor team’s financial budget, forecast and actual performance
7
Skills For Client Service Operations Specialist Resume
- Provide leadership and direction to frontline staff managers who are ultimately responsible and manage a 7/24/365 team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance after-sales support needs
- Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after-sales support experience
- Sell ideas, concepts and strategies to all levels within the organization through understanding of the internal/external clients’ business, plans, and strategic objectives
- Partner with multiple Financial Consultants both onsite and remote, performing operational activities to support sales efforts
- Utilize problem solving skills to respond to inquiries including research items pertaining to 401k & PCRA rollovers, account restrictions or holds, customer correspondence, audit and call reviews, product knowledge support, and expanding the client experience
- Take initiative to identify, participate in, and manage special projects and assignments
8
Skills For Manager Client Service Operations Resume
- Maintain all related files to insure audit readiness and department accordance with compliance, oversight and supervision requirements
- Take initiative to identify and participate in special projects and assignments
- Collaborate with CSS teams across AD to support the goals of the enterprise
- Work to become a subject matter expert in operational and sales support, share this expertise with the ICs, AD CSS and our business partners
- Manage new client implementation process, and provides recommendations to manager on development and process improvement
- Works closely with trading, custodians and operations to coordinate all aspects of client onboarding and ongoing account support, for an assigned group of new and existing clients
- Understand the both the client’s and wealth advisor’s overall needs and identify value-added services that Mariner Wealth Advisors can provide
9
Skills For Client Service Operations Supervisor Resume
- Generate New Account Paperwork
- Pre-fill Private Placement Document (Alternative investments)
- Process signed Private Placement Document (Alternative investments)
- Provide continuous status updates and communication with associates
- Update addresses and contact information across databases
- Generate and save down a performance report for associates to send to clients
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