Honored to help individual clients accomplish their financial goals. Privileged to act as an ambassador for TD Ameritrade. Striving to protect and enhance the high level of quality and integrity, for which the firm is known. Primary responsibilities include but are not limited to:• Delivering a superior client experience by answering client inquiries and exceeding client needs regarding accounts, policies, services and available products.• Engaging in meaningful dialogue with clients, while identifying effective methods to assist with website/account navigation and placing equity and option trades.• Providing accurate price quotes and client account information pertaining to balances, positions and existing orders, using various systems and innovative tools.• Sharing ideas and feedback to help identify opportunities to improve the clients’ experience and the firm’s position.

Responsible for managing strategic projects from initiation through delivery, to achieve business objectives including process improvement, client relationship enhancement and expense management. Primary responsibilities included but were not limited to:• Developing the project plan, and/or implementing an established plan and monitoring progress and performance against it.• Mitigating risk by identifying and resolving or escalating issues in order to minimize delays.• Conducting project meetings and communicating the status of the project to project participants and stakeholders.• Facilitating and managing completion of project requirements to ensure project goals were met within time, cost, and quality parameters, while ensuring project delivery to the internal and/or external client’s satisfaction.

Engaged in the full range of training development from single product/single event, client-centric customized offerings to large, complex organization-wide (internal and external) programs. Primary responsibilities included but were not limited to:• Conducting needs assessment, training plan construction, organizing, scheduling and facilitating training.• Managing the client relationship from initial training request through delivery of training, ensuring successful knowledge and skill acquisition for client readiness.• Developing curriculum for new software/products, while ensuring current curriculum updates were completed on time.• Instructor-led facilitation, via classroom and webinar.• Providing subject matter expertise and course review to online training developers.• Developing and administering Level 2 learner evaluation instruments.• Coordination and facilitation of train-the-trainer programs (internal and external).• Mentoring and guiding new trainers to proficiency.• Leading departmental process improvement initiatives.• Cross-functional collaboration for product enhancement identification and implementation.• Problem solving and decision-making to ensure timely program completion and effective training resource management.• Authoring strategic communications to clients and stakeholders to address issues and provide up-to-date training program status.

Served as the single point of contact, regarding all inquiries, issues, and development request, for assigned clients. As a team leader, additional responsibilities were apportioned. Primary responsibilities included but were not limited to:• Coordinating enterprise-wide client support for inquires and issue resolution.• Developing and documenting requirements for client-specific system enhancements.• Cultivating client confidence and trust.• Evaluating and approving team member work products.• Leading new department policy and procedure initiatives for successful compliance.• Training and mentoring new client services representatives.