Duane Thames

Experience

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  J.B Oxford & Co.

  Apr 1998 - May 2001

  Account Executive

  Generate production sales of securities and investment products (i.e. stock equities, fixed income instruments, mutual funds, etc.) for discount brokerage firm. Specialized in customer development of new accounts and management of existing clients valued over $25 million in assets.Achieved strong growth in assets under management utilizing networking sources to develop accounts.Kept an orderly due diligence file of records and research reports (Account payable/ receivables, transactions and yearly activities). Show less

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  JPMorgan Chase

  Aug 2001 - Jun 2006

  Customer Experience Supervisor

  Supervised day-to-day operations of trading department within BrownCo, the discount brokerage firm of JPMI (J.P. Morgan Invest, LLC) and trained & developed a team of 9-12 registered customer experience representatives.

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  E*TRADE Financial

  Apr 2002 - Jul 2011

  Manager

  Responsible for planning and administration of daily call center service and sale duties. Monitor and seek resolutions to customer inquiries/disputes via telephone, written correspondence (e-mail and mailings). Administer quality assurance, coaching and performance reviews. Identify areas in need of performance improvements and create workable solutions to increase employee contributions. Train personal in increasing sales activities, expand business opportunities and retain customer valued assets. Maintain customer records, deposits and correspondence meeting compliance guidelines. Review and approve daily trade blotters for site personal. Assisted upper/senior management with the creation of margin & risk assessment policies & procedures Show less

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  Raymond James & Associates, Inc

  Jul 2011 - Jul 2013

  Manager

  I was tasked with overseeing, evaluating, re-designing and controlling the process of production and business operations for Raymond James New Account department. I hold the honor and responsibility of ensuring that business operations are efficient in terms of using as efficient resources as needed, and effective in terms of meeting our customer’s needs & requirements. I performs human resource management activities, including identifying performance problems and approving recommendations for remedial action; evaluating performance; and interviewing and selecting staff. I plan, assign, monitor, review, evaluate and lead the work of assigned staff. As part of staff development, I implement skills in coaching and mentoring, identifying training needs and create development plans. In my position, I am ultimately accountable for developing and building client relationships at all levels for the department. Show less

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  Transamerica

  Aug 2015 - now

  Supervisor

  Supervise group of retirement customer care specialists, providing coaching, support, manage performance development and assist with achieving resolutions.