Sandi Kramer Email & Phone Number

Chicago, Illinois

Lead/Supervisor of the Office of Supervisory JurisdictionManaged team of nine including call monitoring, answering questions and problem resolution. Managed 11 projects, handled trade corrections, Executive Office Complaints, written complaints, risk reports and correspondence. Principled incoming and outgoing mail, reported status of projects daily, updated policies and procedures for Client Service. Reviewed CSR emails to ensure compliance.CHASE INVESTMENTS • Chicago, Illinois • 1/2011 – 8/2012 CSR IIIPrincipled all incoming and outgoing correspondence, up to 40 pieces of mail per day and sent up to 700 emails per day. Managed risk reports and complaints. Researched and responded to complaints received from the Executive Office; handled up to 100 Quality Control trade corrections per day. Achievements:• When the research team was asked to work on a weekend negotiated a day and time that the team would work that satisfied all members. • Promoted to CSR III and moved to the Research team. CHASE INVESTMENTS • Chicago, Illinois • 7/2008 – 12/2010 CSR IIAnswered incoming calls from and provided assistance to Financial Advisors. Made a minimum of 75 calls per day. First project was to report how many money move movements were completed. Second project was to monitor associates’ service requests submitted to other departments. Third project was to Quality Control trade corrections. Also handled principal incoming and outgoing email. Achievements:• Submitted a trade correction that was not corrected properly. Resubmitted a new trade correction that cost the firm more money. Discovered and reported the reason, that the form did not ask for necessary information which cost the firm more than $1,000. This resulted in a correction, saving a great deal of money in the future.• Received employee of the month award in December 2010. Met quota consistently.

Escalations – Florida Managed team of seven CSR's. Assisted with research on issues regarding client accounts. Took escalated calls from clients and researched and resolved their inquiries. Assisted other departments with projects such as Option Agreement forms and Margin Agreements. Responded to client email inquiries and complaints via email. Trained new hires. Achievements:• Promoted to Escalations. Assisted CSR's with inquiries from clients. Took escalated calls from clients. Assisted Compliance department, by researching complaints. • Served on Recovery Team. Sent to Dallas during Hurricane Wilma, discovered operational problems, such as no contact with anyone in Florida. As a result the company opened an office in Chicago.TRADE STATION • Plantation, Florida • 8/2005 – 4/2006 CSRAnswered 30 incoming calls per day from clients regarding their trading accounts. Researched issues and provided resolutions to client inquiries. Began to work on additional projects such as contacting clients who did not complete their Option or Margin agreements correctly. Achievements:• New Accounts needed someone to call clients regarding their options on margin agreements. Called clients and was successful in having documents completed correctly. Became an important liaison to New Accounts • Met phone quota of 30 calls per day. Worked to resolve client issues to avoid the client calling back. This provided excellent customer service and clients kept their accounts at Trade Station.

o Responding to Escalated calls.o Assisting other associates with inquiries on Policy and Procedure.o Providing support to Client Service Associates and Financial Representatives for all areas of the accounts including trades, balances, account maintenance and fees. o Fully accountable for providing accurate and efficient information to clients and to Client Service representatives. o Providing resolutions to both verbal and written complaints and communicating the resolution to the client. o Assist in training new Client Service Representatives.

Master Of Arts (M.A.), Legal Studies, General

Bachelor Of Arts (B.A.), Theatre/Theater