Andrea Poehlmann

ANDREA POEHLMANN 31 SE 6Th St., Miami, FL 33131 •- •- PROFESSIONAL SUMMARY Successful professional with history of bringing about exceptional results in high-volume environments with demanding objectives and goals. Excellent communication, decision-making, and planning abilities. Technologically savvy and able to learn new programs quickly. Great building a teamwork environment to succeed in every area of our goals. PERSONAL DEVELOPMENT & TECHNICAL SKILLS Series 99. • Proficient in Bloomberg, Euroclear, Shadow, Impact, Pershing/NetX360, Nexen, Microsoft Word, Excel, PowerPoint, QuickBooks, Outlook, etc. • Bilingual, fluent in English and Spanish. Excellent written and communication skills in both languages. • Proven adaptability and efficiency on a fast paced and changing environment. • Strong interpersonal, analytical, attention to detail, time management and problem-solving skills. • Years of experience in the administration and clearance of trades, domestic and international. • Excellent understanding of trading accounts (Options, equity, fix income, day trading, Hedge • Funds, etc.). • Knowledge of Margin requirements and regulations for traders. As well, daily analysis of the margin’ accounts. • Knowledgeable in every aspect of the administration of clients’ accounts in the investment and banking industry. • Bookkeeper with extensive experience in legal collections and recovery, accounts payables and receivables. • Personal and business tax preparation experience. WORK EXPERIENCE 01/22- 10/24 Freelance Customer Service and Administration Specialist, American Family Insurance, Remote Provided exceptional support to clients via email, phone, and live chat, ensuring high levels of customer satisfaction. • Addressed and resolved customer inquiries, complaints, and escalations in a timely and professional manner. • Maintained customer satisfaction, demonstrating strong interpersonal and problem-solving skills. • Managed and organized client data, appointments, and records using CRM software (Salesforce, Zoho, or Excel). • Prepared and submitted accurate weekly and monthly reports to stakeholders. • Coordinated schedules and meetings, ensuring effective time management and organization. • Handled customer orders, processed payments, and monitored order fulfillment to ensure timely delivery. • Collaborated with vendors and suppliers to resolve shipping and inventory issues. • Created and maintained detailed documentation of processes and standard operating procedures for • seamless operations. • Drafted and distributed professional correspondence, newsletters, and updates to clients and partners. • Analyzed recurring customer issues and proposed solutions to improve service quality and streamline operations. • Effectively mediated conflicts and maintained positive customer relationships. • Achieved 95% customer satisfaction rate and reduced administrative errors by 20%. • Played a key role in automating administrative tasks, saving approximately. • Successfully managed a portfolio of 150 clients, delivering personalized and efficient service. 03/20- 11/22 Customer Service and Sales Representative, B Capital Management, Remote • Managed a high volume of inbound and outbound calls, emails, and live chat inquiries, ensuring prompt and accurate responses to customer questions and concerns. • Provided exceptional customer support by resolving complaints, troubleshooting product or service issues, and escalating complex problems to the appropriate departments. • Maintained a detailed understanding of the company's products, services, and policies to provide accurate information and solutions to customers. • Built positive relationships with customers by actively listening, demonstrating empathy, and addressing their individual needs. • Documented customer interactions in CRM software, ensuring proper follow-up and resolution of issues. • Conducted outbound calls to potential and existing clients to introduce products, services, and promotions, achieving a conversion rate of 9%. • Utilized consultative selling techniques to understand customer needs, recommend appropriate solutions, and upsell or cross-sell products and services. • Met and exceeded monthly sales targets, contributing to overall company growth and revenue goals. • Developed and maintained a pipeline of leads through outbound efforts, networking, and referrals. • Collaborated with the marketing team to implement targeted campaigns and promotions to drive sales performance. • Consistently exceeded customer satisfaction KPIs. • Achieved $50,000 in revenue generation per quarter. • Recognized for excellent communication and relationship-building skills, leading to a high retention rate of returning customers. • Proficient in CRM tools (Salesforce, HubSpot, and others), Microsoft Office Suite, and other communication platforms. • Strong time management and multitasking skills to balance customer service and sales responsibilities effectively. • Enhanced problem-solving and negotiation abilities, resulting in improved customer satisfaction and increased revenue. • Demonstrated adaptability and resilience in managing a remote freelance position with minimal supervision. 10/12- 03/21 International Clearance, RJF, St. Pete, FL Responsible for managing and overseeing the processing of all transactions related to investments done on behalf of clients, brokers, DVP accounts. • This includes the operational processes that are required for the completion of the validation, confirmation and settlement of Fixed Income, Equity, Alternative investments, and FX transactions. • Performs the daily settlement process - make deliveries, match receives, run corresponding entries in the Euroclear, Citibank, Shadow, SIS and/or Impact systems. • Monitors firm equity and bond deficits to ensure the firm is compliant. • Reviews, research, and resolves trade problems and out of balances. • Assists in the issuance and processing of buy-in • notices to ensure fail resolution in compliance with industry regulations. • Processes ACAT fails, reversals and update the required databases. • Responsible for supervising daily position reconciliations, fail trade transactions and bookkeeping. • Analyzes current procedures and offers improvement suggestions to improve workflow, accuracy, and efficiency, as well as reducing costs. • Updates and reviews department procedures as processes change. • Performs other duties and responsibilities as assigned. • Communicating with custodians and counterparties to make sure trades settles on settlement date. Process clients’ USD and nonUSD wire transfer requests. EDUCATION 09/05 – 05/08 Community College of Rhode Island; Warwick, RI ABA Accounting+ CERTIFICATIONS 02/19 – Present Series 99, FINRA, Miami, FL 02/19 – 02/19 Securities Industry Essentials, FINRA, Miami, FL 12/08 – 12/08 IRS, Tampa FL Tax Preparer Certification 12/07 – 12/08 Life Insurance Certification