Michael Vanderhoff

• Handled incoming calls with a goal of one call resolution and revenue growth
• Use of multiple tools simultaneously and efficiently
• Has met or exceeded all performance metrics
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

• Responsible for handling all incoming chat requests. Supporting agents from various departments.

•Focus on single chat resolution and providing the highest level of service

•Requests covered everything from escalation requests, order assistance, bill queries, system errors, trade in disputes etc.

•I also took on various special projects. Examples: New hire training, issue tracking, system errors etc.

•Met of exceeded all performance metrics

• Assisted agents deskside to provided face to face support with focus on complete resolution of both the agents and customers needs
• Responsible to handle all requests for assistance covering system issues, take overs, order assistance etc
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations
• Met of exceeded all personal performance metrics

• Took incoming calls with focus on single call resolution and retention

•Primary goal of retention though high quality support, right sizing and reselling value of current services

•Met or exceeded all performance Metrics

• Managed a portfolio of 400+ clients with investable assets of 250k plus
• Responsibilities included handling all service needs, financial planning, relationship management, retention, referrals to professional money managers, trades, supporting a team of associates to insure the highest level of service to the customers we served
• Led strategic initiatives to enhance client engagement and satisfaction
• Directed cross-functional teams to implement process improvements, driving operational efficiency and revenue growth
• Developed and executed business plans to expand market share and increase revenue streams