Ros Carpio Email & Phone Number

San Diego, California, United States

San Diego, California, United States

• Promoted from Specialist, Relationship Manager to Senior Specialist, Relationship Manager II after 5 months in seat by consistently exceeding goals, gaining trust and support of colleagues and manager, and taking initiative on projects and assignments.• Increase advisor relationship growth by developing a strong understanding of client/advisor needs and providing client-centric solutions.• Provide ongoing resolution for service issues for top-tier, high AUM Advisors by handling advisor email and phone calls to share operational expertise, industry and organizational best practices, and troubleshoot complex situations. This results in a positive customer satisfaction rating and an average case resolution time of less than 48 hours.• Effectively educate advisors and clients on investment services and procedures of the TD Ameritrade platform by reviewing and discussing the client's account profile. Consistently received a high satisfaction rating from advisors post engagement.• Consistently provide technical and functional support to internal teams, including Sales, Risk Management, Trading, Retirement Accounts, Technology, and advisors and clients, by handling high volume of email and calls per day, and consistently meeting above average productivity metrics.• Support new hires and existing team members by providing mentoring and training, including the development of training materials, resulting in increased productivity and boosting team morale.

San Diego, California, United States

San Diego, California

• Managed and prioritized multiple duties such as, but not limited to new account set-up, billing, reporting, auditing, transaction reconciliation, and met departmental service level agreement (SLA). Completed over 80 transactions daily, ensuring a 100% SLA.• Demonstrated subject matter expertise in cash management by answering questions from department heads and employees, resulting in a significant increase in cash management knowledge among employees.• Reduced the number of escalated calls that would have been routed to the team manager by serving as a point of contact on extensive and sensitive escalations. This also helped improved customer satisfaction and issue resolution time.• Improved broker-dealer procedures by working with process confirmation and operations departments to process a record number of security transfers and limit the average daily backlog.• Developed and implemented internal and external best practices by collaborating with many stakeholders, to align with corporate and industry compliance policies and procedures.• Trained and mentored over 100 new personnel, resulting in a faster turnaround time from training completion to successful performance of job responsibilities.

San Diego, California

San Diego, California

• Managed 15 employees. Led coordination of all hotel operations including nightlife, food & beverage, guest requests/issues and resolution, in a hotel with 159 rooms.• Coordinated with various departments such as Housekeeping, Engineering, Finance, Sales and Marketing, and reviewed guest arrivals and departures to confirm that all guest requirements and needs were fulfilled with a 95% accuracy rate.• Increased hotel's monthly occupancy 25% on average by monitoring room inventory, quickly addressing no-shows, and up-selling when possible. • Trained, developed, and coached the performance of front office colleagues to ensure efficient departmental operations and increase guest satisfaction ratings.