Manager (Client Training)

Carrie L. Zhang

3868 Massachusetts Avenue

Washington, DC 20005

(202) 693-0013

RELATIONSHIP MANAGEMENT … TRAINING

ADMINISTRATIVE MANAGEMENT

Driven professional with expertise in financial securities industry. Regularly promoted for leadership and exceptional customer service and training. Excellent communication with ability to explain difficult concepts.

CORE COMPETENCIES INCLUDE:

·       Tactical Business Planning

·       Customer Relationship

·       Training Curriculum

·       Project Management

·       Client Conversion

·       Quality Data Tracking

·       Risk Analysis

·       Customer Satisfaction Initiatives

·       Employee Development

·       Process Documentation

·       Presentation Development

·       Call Center Operations
PROFESSIONAL EXPERIENCE

WDC CLEARING SERVICES – Washington, DC

1984 to 2003

MANAGER, ACCOUNT MANAGEMENT AND CLIENT TRAINING (1991 to 2003)

Directed 10 staff and three off-site professionals.

KEY ACCOUNTABILITIES

·       Led the development of the company’s service strategy.

·       Monitored and analyzed date to detect trends before escalation.

·       Developed client training content and determined teaching practices.

BUSINESS ANALYST, CONVERSION MANAGEMENT (1989 to 1991)

·       Helped sales team promote new business; led a $25 million increase in revenues.

·       Wrote a brokerage industry training program and reference manual for clients.

·       Improved compliance risk reports which were referenced by hundreds of subscribers.

MARGIN ANALYST (1984 to 1989

Performed risk analysis for margin loans. Coordinated between operations personnel, regional sales personnel and branch offices. Approved securities disbursements for clients. Ensured regulatory compliance

EDUCATION & CERTIFICATIONS

Business Administration Certificate, Portland Technical College

1984

Paralegal/Business Law Certificate, University of Phoenix

1984

BUSINESS TECHNOLOGY SKILLS

·       Microsoft Word

·       Microsoft Excel

·       Microsoft Project

·       Microsoft PowerPoint

·       Call Tracking System
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