Joan Lee has over 8 years of experience as a Client Service Administrator providing operational and customer service support in financial services and investor relations. She has a track record of taking ownership of commitments, displaying a customer-centric approach, and prioritizing multiple tasks under tight deadlines. Her technical skills include proficiency in programs like MS Office, Fundserv, and SAS. Previously she served as the primary contact for over 100 financial consultants, directors, and clients at Investors Group, processing transactions and helping the consultant network with procedures.

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JOAN LEE
CLIENT SERVICE ADMINISTRATOR ~ FINANCIAL SERVICES ~ INVESTOR RELATIONS
~ Summary of Qualifications ~
 Self-directed, forward-thinking Client Service Administrator with over 8 years of experience
providing operational and customer service support.
 Results-oriented; readily take ownership and accountability for on-time delivery of commitments
while working under pressure and constant interruptions.
 Valuable team player; reputation for displaying innate customer-centric personality in all
interactions with both internal and external clients.
 High level of discretion and decision-making in organizing and prioritizing multiple tasks under
stringent deadlines and in a demanding environment.
 Technology savvy and highly proficient in MS Office, Fundserv, Advisor Access, Windfund,
IGHOST, SAS, and Solutions Banking.
PROFESSIONAL EXPERIENCE
INVESTORS GROUP — Toronto, ON
Client Service Administrator II, 2007 to 2014
Served as first line of contact, providing top-notch customer service to 100+ consultants, 10 division
directors, 4 specialists, assistants, and both internal and external clients. Performed compliance and
regulatory administration for various platforms for IGFS, IGSF Nominee, IGSI, Solutions Banking,
and Insurance. Processed business transactions including fund purchases, pre-authorized
contributions, systematic withdrawals/transfers, share certificate cancellations (SAS), consultant
commission allocations/payouts (IGHOST), client account reassignments (Fundserv, Advisor Access,
Winfund, IGHOST), and bank deposits/reconciliations (SAS, Fundserv). Processed office expense
payments; entrusted with signing authority. Assisted consultant network with office procedures,
information related to forms, and general inquiries. Performed administrative duties that included
managing switchboard, handling incoming and outgoing mail/faxes, ordering supplies/forms,
maintaining log books for room/key card/equipment reservations, and maintaining office
equipment. Served as liaison between head office, lending institution, and insurance companies. Kept
consultants and co-workers apprised of new procedures and requirements. Trained new employees
and consultants.
Key Contributions:
 Managed RRSP season with no additional hiring or costs, saving company money at a time
when Administrative Team was overhauled and three key employees were on leave.
 Generated cost savings to company by completing business transactions off-site by locking in
daily trade price when system was down.

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 Developed administrative audio tool for new consultants that minimized interruptions and
clerical errors and increased administrative productivity.
 Led completion of doc room expansion project focused on enhancing efficiency and alleviating
bottlenecks.
 Served as second in command in absence of Regional Coordinator, demonstrating deep
knowledge of client accounts in resolving issues and internal matters.
 Trained administrative team on new procedures; monitored performance and followed up with
additional training as needed.
 Ensured correct RESP processing to achieve 100% quality assurance in high volume
environment.
 Demonstrated a high level of accuracy in completing business transactions; managed document
imaging and retention/destruction in compliance with business handling procedures.
 Applied careful attention to detail and quality assurance in completing pertinent documents
and expediting disbursement of loans.
* * * * * * * *
Prior Experience
Client Services Representative for Steward Title Guaranty Company, 2006 to 2007
Key Holder/Customer Service Representative for National Money Mart, 2005 to 2006
Interviewer for Walker Information, 2003 to 2005
Associate for Gemma Communications, 2002 to 2003
Service Associate for Jacob Jr. & Lingerie, 2000 to 2002
PROFESSIONAL TRAINING
GETTING TO THE HEART OF CUSTOMER SERVICE
The Complete Training Program for Perfect Customer Service (2006)