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Work experience

Supervisor

Thrivent Financial

Mutual life insurer that offers financial products and services including life insurance, annuities, mutual funds, disability income insurance, and bank products.

Managed Customer Service Associates (CSA's) who answer in-bound phone calls, oversaw each team member's productivity and quality, surveyed call volumes and resolved internal conflict with employees.

  • Coalesced, streamlined, and synergized the processes and procedures for the newly formed company by coordinating and building logistical systems between the two main offices in different states
  • Engineered logistics and budget for telecommuting venture between two locations,  maintaining excellent customer service in transition and beyond
  • Retained 87.5%  existing telecommuters post-merger, ensuring consistent customer service and keeping turn-over low, boosting the bottom line

Jul 2005Jul 2008

English Teacher

JET Programme

Japanese government program promoting grassroots international exchange between Japan and other nations.

  • Authored, designed, and taught curriculum for 1,400+ students at a public Japanese high school
  • 2,000+ hours of public speaking
Jul 2004Jul 2005

District Compliance Specialist (DCS)

Bancorp Investments and Insurance (USBII)

Publicly traded diversified financial services holding company and the parent company to US Bank.

Supervised Financial Consultants (FC's) to adhere to NASD/FINRA, state, federal and in-house regulations; managed an FC call center; ensured correct maintenance of client files; audited files; approved client correspondence (letters and e-mail); and maintained relationships throughout U.S. Bank and its divisions.

  • Supervised 3 teams, totaling 26 people, of Financial Consultants (FCs) to adhere to NASD/FINRA, state, federal and in-house regulations.
  • Managed an FC call center, ensuring correct maintenance of client files; audited files; approved client correspondence (letters and e-mail).
  • Maintained relationships throughout U.S. Bank and its divisions, ensuring due diligence for the firm, the department, and the clients.
  • Analyzed and assessed communications to clients to be of the strictest adherence to in-house, state, NASD/FINRA, and U.S. federal regulations.
  • Leveraged project management skills to manage, implement, and design a database to track sales leads.
Jul 2003Jul 2004

Sales Support Specialist

USBII

Publicly traded diversified financial services holding company and the parent company to US Bank.

Handled high call volumes from Financial Consultants on a variety of topics, especially during times of mergers and acquisitions; checked paperwork for accuracy; and liaised between the field and operations.

  • Handled upwards of 100 calls per day from financial consultants
Jul 2000Jul 2002

Customer Service Associate (CSA)

Thrivent Financial

Mutual life insurer that offers financial products and services including life insurance, annuities, mutual funds, disability income insurance, and bank products.

Answered in-bound calls from agents and clients pertaining to whole and term life policies, disability income, long term care, Medicare supplement, family hospital contracts, fixed annuities both qualified and non-qualified, and annuitized agreements along with basic underwriting questions.

  • Recalibrated internal metrics for the department based on industry standards

Skills

Microsoft Office Suite
Word, Excel, Power Point, Access 
Effective Communicator: Written and Verbal
Orator (JET Programme, EDHEC, Toastmasters International) Presented via PowerPoint to cohorts, professors, and venture capitalists an array of projects, plans, and pitches Spoke in Japanese to audiences as large as 900 native speakers in addition to lecturing and teaching material daily to Japanese high school students Elected Sergeant at Arms in the Uptown Toasters Club of Toastmasters International   Author and Editor (USBII, EDHEC) Analyzed and assessed communications to clients to be of the strictest adherence to in-house, state, NASD/FINRA, and U.S. federal regulations Wrote and edited reports, business proposals, and dissertations also assisted classmates ensuring quality output    
A High Aptitude for Effectively Handling New Endeavors
Self-Motivated Learner (Thrivent Financial for Lutherans, USBII, JET Programme) Obtained NASD/FINRA licenses 6, 7, 63, and 24 Attended Japanese tutoring sessions, a culture and language school, and cooking classes Achieved Japanese Language Proficiency Test (JLPT) Level 3  Managed, implemented, and designed a database to track sales leads without previous expertise in creating databases   Project Management (Thrivent Financial for Lutherans) Rebuilt the Customer Satisfaction Plus Program furthering the customer experience and enhancing brand value Managed telecommuting venture logistics, increasing valuable employees retention via flexible hours and locations Reconstructed quality control measures for customer service to be above industry standard  
Ambassador
Conflict Resolution (Thrivent Financial for Lutherans) Remedied tensions between upper management and supporting staff members during a merger between Lutheran Brotherhood and Aid Association for Lutherans which became Thrivent Financial for Lutherans.   Client Care (Twin Cities Federal Bank, Thrivent Financial, USBII) 6 years experience working in a call center environment attending and catering to clients' concerns.   Diplomat (JET Programme, EDHEC) Enhanced global understanding through team work, workshops, classes, and grassroots interaction.      

Education

Sep 2008Jul 2009

MBA

Theseus-EDHEC Business School
EDHEC is a triple accredited, AACSB, EQUIS, and AMBA, "grand école" of France. The MBA program has been ranked number 15 in the world by the Financial Times. 
  • Awarded EDHEC Foundation Scholarship.
  • Authored business plan and financial statements for a boot-strap venture with a two-prong approach for profit potential
  • Analyzed entry barriers, strengths, weaknesses, opportunities, threats, production costs, and supply chain management
  • Conducted market research on-line, in-person, and over the phone

Affliations

  • Toastmasters International--Sergeant at Arms (2010~)
  • Japan Young Professionals Group--Treasurer (2010~)
  • JET Alumni Association (2005~)

Certifications

Jul 2007Present

PADI

Open Water
Dec 2006Present

Japanese Language Proficiency Test (JLPT) Level 3

Japanese Ministry of Education
Nov 2000Present

LOMA 280 Principles of Insurance

Fellow, Life Management Institute
Nov 2000Present

LOMA 290 Insurance Company Operations

Fellow, Life Management Institute (FMLI)
Jun 2001Present

ACS 100 Customer Service in an Insurance Environment

Fellow, Life Management Institute (FMLI)
Aug 2000Jul 2007

Series 6 (Investment Company Representative

NASD | FINRA
Aug 2001Jul 2007

Series 7 General Securities Representative

NASD | FINRA
Nov 2002Jul 2007

Series 63 Uniform Securities Agent State Law

NASD | FINRA
Mar 2003Jul 2007

Series 24 General Securities Principal

NASD | FINRA
Nov 2000Nov 2000

FMLI Level 1

Fellow, Life Management Institute