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Justin_Ruff
- 1. Justin Ruff Contact Info: 10232Sourwood 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 withup 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 candidatesboth 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
- 5. Arlington, TX (basic studies) August2004-January 2006 University of Texas at Arlington, TX (Spanish major/History minor)
- 6. Arlington, TX (basic studies) August2004-January 2006 University of Texas at Arlington, TX (Spanish major/History minor)