My Resume - If you know of anyone in the Jacksonville FL area who is hiring

I have deleted my phone numbers from this post, but have left my email address for contacts.

W. Allen Nelson
1884 Knottingham Trace Ln.,
Jacksonville, Florida 32246

Email: Anelson58@Comcast.net

OBJECTIVE
To obtain a challenging position that will utilize my Quality Management, Customer Service, Supervisory/Management, Analytical and Interpersonal Skills.

WORK HISTORY

2007 – 2009 Disclosure Specialist, Merrill Lynch Office of General Counsel
Managed the background check process for Regulatory and Criminal Matters on incoming Financial Advisors. Manage U4 & U5 Disclosures process (civil and criminal complaints, violations of SEC rules) reporting for incoming and exiting Financial Advisors as well as Regulatory reporting for settlements and terminations. Identified trends that revealed training deficiencies within the team and ensured that appropriate action is taken. Participated in team/functional process meetings to provide process updates and follow-up on necessary items. Team subject matter expert for disclosure filings. Met SEC and NYSE imposed deadlines for reporting disclosures and provided updates to the team status reports for new initiatives. Fostered and maintain strong working relationships with internal and external clients and state regulatory offices.

2006 – 2007 Assistant Supervisor, Merrill Lynch Registration and Licensing Services. Managed / Supervised 20 people. Provided operational guidance to branch offices in the following areas: registration, licensing, renewals, continuing education, examinations and appointments. Managed and resolved elevated service issues and performed research to resolve difficult matters. Actively participated in process improvement and Six Sigma projects. Acted as a liaison between the team and its internal/external contacts, non-proprietary insurance carriers and clients, while maintaining a strong working relationship with all. Provided immediate discretionary decision making to resolve elevated exception items. Acted in the Manager’s role during a two month transition period. Ensured that all departmental statistical reporting functions were maintained and that all day-to-day processing functions were completed within established department standards. Responsible for performing internal processing audits. Maintainence of team calendar, approval of all time off requests. Regular one-on-one personnel reviews with team. Writing of semi-annual and annual performance reviews and evaluations for team.

2002 - 2006 Analyst, Team Lead Merrill Lynch Cash Management Support Services - Deposit Research. Supervised 5 team members. Team Lead and subject matter expert for Cash Management Services (CMS) team. Created semi-annual assessment test for CMS team. Writing of semi-annual and annual performance reviews for the team. Managed and performed monthly call monitoring and individual feedback delivery for CMS Analysts insure accurate and consistent information is being provided. Provided Merrill Lynch Branch office personnel with information related to incoming and outgoing wire transfers and account deposits through lock boxes. Provided conversion rates for international currency fed wires. Provided point of call problem resolution of deposit and funds transfer issues. Represented CMS in monthly partnership meetings with CMS management partners in an effort to build relationships and share knowledge. Acted as mentor / trainer for new hire employees for systems usage and call management. Handled all elevated issue and irate customer calls for my team. Have served in leadership / mentor capacity with Client Services, Dealer Services, Cash Management Services and Assets Transition Services.

1998-2002 Sr. Associate, Merrill Lynch Financial Data Services – Client Services and Dealer Services. Provide Third party back offices with information and services pertinent to their mutual fund and money market accounts. Mentoring new associates in systems operations and client services and Dealer Services. Provide assistance with escalated issue and irate calls. I am the only associate on the Jacksonville campus to date to ever be singularly recognized by DALBAR, Inc. for Superior Customer Service Skills.

ADDITIONAL PROFESSIONAL EXPERIENCE

Life Claims Examiner, Prudential Insurance Group
Processed life claims, interfaced with insurance agents, funeral home Directors, beneficiaries and attorneys regarding payment of those claims. Provided escalated call handling for the call center.

Assistant Manager, Bellsouth Mobility
Proactive calling on existing accounts to offer renewals. Troubleshoot Cellular communication problems for clients by conferring with technicians. Processed renewal contracts for cellular services. Served on recognition committee.

Supervisor/Coach, Accustaff/AT&T American Transtech
Coached and developed 20 Customer Service Representatives. Monitored, assessed, documented and gave feedback on random inbound calls. Provided developmental coaching (monthly reviews, daily staffing standards, etc.) Identified and addressed individual training needs of associates. Administered recognition. Served as a communication link for the team. Insured that CSR’s were online during scheduled times. Resolved and/or referred problems within the team. Handled all escalated calls.

EDUCATION
BMin Degree, Southern Baptist Center - Seminary
Customer Interaction Skills, Supervisor / Coach Training, AT&T/American Transtech
Kaset Customer Service Training, Negotiation Skills Training, Bellsouth Mobility
Planning and Professional Development, Philip Crosby Associates Quality College, Philip Crosby Associates (Graduate of: Executive College; Management College; Quality Education System; Quality Education Systems Instructor Training)


SKILLS
A customer service professional with 20 plus years in direct client contact and service team management. Areas of expertise include strong written and oral communication skills, specialized business presentations, team leadership, and point of contact analysis / resolution of elevated issues. Ability to maintain professional composure in high stress situations.
Singularly recognized by DALBAR, Inc. and Merrill Lynch for Excellent Customer Service Skills.