Andrea Vazquez Email & Phone Number

Greater Seattle Area

Provide oversight and review for daily operational processes including items referred by transfer agent service providers for exception processing. Ensure that work items are completed in a timely, accurate and complete manner with complete documentation of actions taken and instructions provided to the service provider partner. Act as first level of support and provide leadership for less senior associates including training and problem resolution. Monitor, communicate, and work with teams at DST Asset Manager Solutions. Process and validate trail fee invoices (for 12b-1 and Shareholder Service fees) to our intermediary clients. ● Created several Operational Procedures, that outline in detail the why and how we process certain items. This helps to improve operating efficiencies, and ensure work items are completed in a timely, accurate and complete manner.● Known for being a team player and willingness to take on new opportunities and help where needed to ensure the team is successful.● Successfully complete the distribution of the trail fee payments every month and quarter. In addition, exceeding our standard by 3-5 business days with every payment.

Greater Seattle Area

Personally help customers transfer or rollover accounts into Capital One Investing. Guide investors through processes to alleviate issues. Communicate with other brokerage firms, to ensure paperwork is current, accurate and received. ● Consistently ranked as “top performer” on team of eight, for highest productivity with transfers and rollovers closed ● Successfully closed 137 cases in a month to rank “1st in Team History” for this standout accomplishment. Set the record for cases closed.● Recognized as “Heavy Impact Contributor” for Transfers/Rollovers into the department, asset gathering, and FDIC insured marketing campaigns.

Greater Seattle Area

Respond to customer emails within a company standard 48 hours, and write an average of 7 emails per hour. Also assist in cold calling customers, when needed. ● Served as a leader in mentoring associates on how to broaden their skills in writing emails to customers, and improve their overall performance within the company. Established goals for continuous improvement, implemented delivery of these goals and saw an increase of performance right away. ● Developed an email template, used across customer service as a whole for proficient in time management and customer quality. ● Consistently ranked as top employee out of 10 for highest survey results, first contact resolution, and overall basis points for client relationships; recognized as top Customer Service Communication Specialist from 2012-2016.● Proactively established personal relationships through a “Surprise and Delight” program for valued customers.

Greater Seattle Area

Take in-bound calls averaging 50 per day in a high volume customer contact center, and respond to customer emails. Educate clients about the comprehensive tools and resources through ShareBuilder/Capital One Investing trading and investment platform.● Consistently ranked highest on team of 100+ with survey results, first contact resolution, and overall basis points for client relationships.● Served as Retirement Team Specialist that focused on IRA contributions, rollovers, and taxes. Named Subject Matter Expert (SME) on a Corporate National team of 20. ● Selected to mentored newly hired associates.● Cross trained in Online Chat to assist customer inquiries regarding their brokerage accounts. This helped lower the company service level, and improve customer satisfaction.● Trusted to make management level decisions in absence of Supervisor.

Licensed Massage Therapist, Massage Therapy/Therapeutic Massage, 4.0 Gpa

High School Diploma

Activities and Societies: Took a nursing assistant course, and obtained NAC license.