1. Amber Daniel
SUMMARY
• Technically smart with strong experience in telephony and computerized system technologies
• Possess excellent coaching, motivational and leadership skills
• Set up performance goals to meet efficiency levels and quality assurance standards
• Driving the development of high performance and superior customer service
• Creating a team that supports client programs, service and products effectively
• Ensure service levels are satisfied by leading floor management and workflow distribution
• Maintaining talk / wrap time, service, data and both customer and client satisfaction levels
• Financial Industry Regulatory Authority (FINRA) Licensure: August 2004 - Present
• Series 7 General Securities Representative License
• Series 24 General Securities Principal License
• Series 4 Registered Optional Principal License
• Series 53 Municipal Securities Principal License
• Series 66 Uniform Combined State Law License
• Series 99 Operations Professional License
EDUCATION
Canterbury University
• Bachelor of Business: Administration Corporate Law
SKILLS
• Microsoft Office: Word, Excel, PowerPoint, and Outlook
• SalesForce
• Adaptive Auth
• RSA
• Cyota
EXPERIENCE
Xerox (Chase Source) November 2015 - Present
Customer Service Representative (Seeking a Fraud Analyst role)
• Assisted customers and pharmacies with prescription issues
• Handled customer complaints
• Corrected incorrect prescription information
Gap: Actively Seeking Employment
E*TRADE Financial Services LLC April 2009 - June 2015
Fraud Operations / Customer Service Team Lead
• Supervised a team of 14 fraud operations customer service specialists to review suspicious activities in accounts and
assist individual customers with securing their accounts to prevent fraudulent activity
• Instituted and maintained the Fraud Operations Policies and Procedure Manual for the organization
• Awarded twice for innovation and leadership roles within my teams support structure, as well as several written and
verbal compliments from customers
• Dealt with escalations from high net worth clients
Bank of America Investment Services Incorporated February 2005 - February 2009
Regional Compliance Officer / Quality Analyst / Call Center Representative
• Received customer complaints which were answered via an email system within a timely manner

2. • Assisted customers with 144 and estate paperwork
• Received top tier bonuses for performance while being a member of this department
• Coached and motivated associates within the department to improve customer service skills required by the
organization
• Utilized a process which allowed wire information received from the clearing broker to be disseminated to our
customers
• Assisted with the Penny Stock internet fraud group to assist in creating an investigative process
• Created an Access database to monitor and report the required three year audit of over 2000 Registered Branch Offices
• Constructed a company policy and procedure for OSJs to review and correct any issues found during the audit
• Assisted on a team to establish a Greenbelt project to create an up-to-date
• Annual Compliance Assessment program for use with the Audit teams to complete the yearly OSJ Audit
• Promoted within the organization four times during my employment
• Produced ad-hoc reports for SEC, FINRA for regulatory exams
Gap: Actively Seeking Employment
Paragon Atlantic Incorporated June 2003 - May 2004
Customer Service Supervisor
• Instituted a policy of contacting customers regarding the progress of ongoing repairs by the company
• Created a program to maintain communication between sales representative, customer, and repair tech allowing all
members of the team to communicate in organized and efficient manner