1. Justin Ruff
Contact Info:
10232 Sourwood Dr. Cell phone (682) 438-7579
Keller, TX 76244 Email: shamgaranath@sbcglobal.net
justin.ruff@tdameritrade.com
Employment History
Cornerstone Staffing/TD Ameritrade
Dates worked:
1/06-present (converted to full-time TD Ameritrade associate in 5/06)
Job title:
Client service representative (1/06-2/07);
Tech Support Representative (2/07-2008)
Assistant Team Manager-Tech Support (2008-2012)
Mutual Fund Representative/Senior Representative (2012-present)
Duties:
CSR:
Assisting clients with a large number of issues about accounts;
Took calls for new account sales
Licensed in Series 7 & 63
Named to Top Performer Program for the months of July and August of 2006
TSR:
Assisting clients with a large number of issues about accounts
Did callbacks for PCS clients
Assisted in training of new Tech Representatives
For Q2 2008, achieved 8+ CPSH, well above outstanding
ATM:
Remedy-
Routing tickets. When a rep submits a Remedy ticket or Quote Issue Form, ATM’s are
the ones responsible for making sure it's a valid issue. This includes:
-Checking to see if it went ex-dividend
-Seeing if it has a screenshot
-If not, creating a screenshot
-If it's a Wall Street On Demand/Predict Wall Street/Minyanville issue, making sure they
(WSOD) have enough info (surrogate id, email address, click path, etc.)
-Resolving duplicate tickets
-Validating issues
-Answering questions from developers about the tickets
-Coaching where appropriate
-Updating reps when clients call in to check the status.
2. Queue management-
-Working with up to 24 reps to make sure they are supposed to be where they are.
-Managing the phone queue, plus the email queue, plus Quote Tracker support queues
-Participating in capacity clarifier for Tech when needed
Resource to our reps-
-Answering a variety of questions that only we knew.
-Assisting in our chat, one-on-one questions and in emails we get from them.
Escalations-
-Taking phone escalations & email escalations
Client advocate-
-Figuring out when an issue is big and then going after the issue
-If a client is impatient or becomes a flight risk because something is not working,
contacting the developers to try to expedite a resolution
-Working with Wall Street on Demand (our quote provider), trying to communicate the
experience from the call center
Email Compliance-
-Examining emails for Compliance sake in Tech Support, API Onboarding and Quote
Tracker Support.
Contacting Workforce Management or the Command Center-
-Examining our queue for when we have a big issue
-Alerting Command Center
-Asking Workforce to send out a note to the floor so everyone can know what's going on
-Stopping issues before they become issues, and proactively searching for resolutions
before they become issues
Sending coaching opportunities-
Upon receiving calls in Tech that don’t belong, listening to the call, and then, if
appropriate, sending something to the rep's manager. These include calls with Today's
Net Change, Pin/password changes and Gainskeeper calls.
Facilitating client call-backs- Working closely with PCS, branches and off-shift teams
when we need to when their clients need assistance
Pathway/cohort training-
-Public presentations
-CBT experience
-Getting my team through CBT’s when needed
-Only ATM on top cohort for 2010
Coaching-
-Working with my reps to make them better individuals and associates
3. Managing Team-
-Interviewing candidates both for my team and other teams as well
-Hiring associates
-When manager was out of the building on location and business, I would run the team
-Leveraging resources in HR & payroll to make sure team was taken care of
Committee work-
Huddle Committee
-Working with my Tech management to create Huddles needed for the floor
-Helping to make decisions about what to send and editing where needed
Associate Engagement Committee
-Working with a wide variety of people all across the company to examine Teamwork &
Collaboration and Learning & Development
-Working with the Idea Exchange to help implement ideas geared around Associate
Satisfaction
MF Analyst:
-Working with a variety of clients, whether external or internal, and counterparts at other
firms to achieve client satisfaction
-Review release in AOM
-Inbox inquiries
-Thinkorswim orders
-Answered phone calls from internal clients and external firms
-Transfer resolution for mutual funds, learned about a variety of transfers processes
-Trade corrections
Express for Men/Express
Dates worked:
5/2004 - 10/2005
Job title:
Sales associate/denim expert
Duties:
-Selling product to customers
-Working under the creed of “Listen. Understand. Respond”
-Gained reputation as the most trusted salesperson in the store
-Often put the customer’s needs ahead of all else
-Use Spanish to communicate when needed
-Unofficial trainer of new employees
-Known throughout the store as having the most product knowledge on the men’s side
Eddie Bauer
4. Dates worked:
5/2001 - 5/2004
Job title:
sales associate/keyholder
Duties:
-Doing everything possible for my customers, yet selling what I could;
-Towards the end, some management duties
Arlington ISD
Dates worked:
12/2000 - 5/2003
Job title:
teacher's assistant
Duties:
-Teaching children who were second language learners
-Involved leadership of large groups
Life Action Ministries
Dates worked:
7/1998 - 11/2000
Job title:
lighting technician/children's minister
Duties:
-Setting up, tearing down and maintaining of stage lights during multi-media
presentations
-Working with children ages 2nd-6th grade
Educational Background
August 1995- May 1998 James Martin High School
Arlington, TX
August 2001-August 2004 Tarrant County College
