Special Accomplishments
In early 2017 myself and another associate worked to determine the desire or need to supply the department with birthday or anniversary cards.
Initially I created a power point slideshow to inform the associates impacted what the process was to create the cards and what it cost us in actual dollars and time to prepare and deliver these cards.
I used survey monkey to create a short survey to send out to associates for their feedback, it returned a resounding 90% of associates did not see value in a birthday card from the department. An anniversary card on the other hand was valued.
I created a new power point slideshow to ask our senior managers for permission to no longer provide birthday cards, but to continue the current process for anniversary cards and we gained their approval.
Lastly I created one more power point slideshow to inform our team managers of the new change to our process.
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We saved the company numerous man hours as well as over 1K dollars in the cost of the physical birthday cards.
Business Support Associate - BSA
April 2016 - January 2018 - BSA / Workflow
Transferred to the Shareholder Services (SHSV) Business Support and Workflow Department. Trained in support related tasks like completing envelope requests, sending requested copies or materials to specific clients or representatives. We review each source for any sensitive information left unmasked to ensure all client information is held in strict confidentiality. We also prepared sources brought to us for scanning in to the system. We approved outgoing faxes, and worked in the deliverable email inboxes as well as located phone calls for call review requests. Our department was also in charge of the entire departments supplies, including ordering and fulfilling requests.
For the Workflow portion of this position I worked in the additional processing queue to locate and route digital sources to associates trained to process them, and the incorrect work-type queue to update the work-type to sources and then route them to the queue to be worked by the next available associate. We also prepared reports to be worked and updated schedules as needed for sources that came to us in damaged or paper form.
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From September 2017 - December 2017
I was loaned to the mail center for the first half of each day 5 days a week. We were trained to open mail and prepare sources for scanning dependent on what type of request was being sent in and for what type of account.
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My accuracy in both positions was nearly perfect from day 1 till the day I left.
IT Support Consultant
August 2009 - July 2013 - Phone, Chat and Walk-in Support
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Supported all IU regional campuses and Ivy Tech tier 1 regional campus
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+100K users
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All IU central systems
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Ivy Tech central systems
Black Board, Campus Connect, Staff and Student email
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General account creation, guest, student, affiliate and parental accounts
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Hardware troubleshooting for personal computers and peripheral devices
Computer Coordinator
July 2013 - May 2014 - Supervisor Role
In Addition to my previous roles responsibilities I also ​mentored hourly staff, reviewed men-tee contacts, provided assistance and information as needed, observed and tracked changes with our WYSE thin clients as well as updated and maintained the graphics on the Support Center plasma screen at walk-in.
Client Services Analyst
May 2014 - February 2015 - Supervisor Role
In Addition to my previous roles responsibilities I also ​provided expert advice in customer issue resolution as well as assisted with satisfactory resolutions for unresolved issues, provided feedback and training to men-tees as needed.
Client Services Rep - CSR
May 2015 - December 2015 - New/Intermediate Associate
Trained to service NAT/INT phone calls and over the phone transactions.
February 2015 - May 2015 - 12 Weeks of Training
During the NAT training process I learned from the ground up with a mutual fund was and what share classes were and what each one meant. I gained understanding of what the different types of accounts were, like SEP IRA, Traditional IRA, Simple IRA and Roth IRA. I was also trained on basic transaction processing during phone calls and how to handle a request that could not be completed during a phone call.
Trained in more complex website related calls. Would troubleshoot account access related issues with Americanfunds.com for both Adviser access as well as client access, including but not limited to linking accounts together in a custom portfolio or using DST Vision for Adviser permissions and access. Either coming to a resolution while on the call or submitting an escalated ticket to have an issue resolved or researched. I also assisted with importing tax related forms in to tax software.
July 2015 - April 2016 - Website Support line
In addition to my previous training I was trained to process some requests sent in via a paper source, including but not limited to establishing accounts, beneficiary updates and contributions/distributions. I was also trained to provide RMD (required Minimum Distribution) requirements and to handle some legal related calls and processing.
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My accuracy rate was nearly perfect for every processed source.
December 2015 - April 2016 - Intermediate Advanced
Core Values -
At the heart of our culture is a set of values nurtured by three generations of associates. These values shape our decision-making and the way we interact with investors and one another.
INTEGRITY - COLLABORATION - HUMILITY
RIGOROUS ANALYSIS - RESPECT FOR INDIVIDUAL
LONG-TERM FOCUS - ACCOUNTABILITY -CONSISTENCY
Capital Group - American Funds
IUPUI - Where Impact is Made
The University Information Technology Services (UITS) Support Center provides IT support to all IU campuses.
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535 W. Michigan St
Indianapolis IN 46202