Joey Monteleone
Bolingbrook
Summary
Customer service professional with 12 years of experience in high-volume call management and technical support. Expertise in client education to enhance sales and improve satisfaction, combined with a solid foundation in financial services and risk management.
Overview
13
13
years of professional experience
Work History
Morgan Stanley
04.2025 - Current
- Trade Execution: Execute trades for clients across various securities, including equities, options, ETFs.
- Managing high-volume inbound calls from clients regarding account activity, stock portfolios, and troubleshooting.
- Identifying opportunities to educate customers on products and services to drive sales.
- Provide specialized support to "Active Trader" clients, including technical education on option strategies, margin treatment, and advanced platform demonstrations (e.g., Power E
- TRADE).
- Risk Management: Monitor client accounts for margin calls, option expiration risks (in-the-money options on day of expiration), and potential account hazards.
- Address Tax and Retirement, merger/tender offer, IPO, DRIP(Dividend Reinvestment Program), gains/losses, wash sales and deferred loss inquiries.
- Money Movement: ACH, Check, Wire movement and inquiries.
Sr. Chat/Messaging Tier 2 Tech Expert
Verizon Wireless
03.2023 - 10.2024
- Educated customers on 5G innovations relevant to our products and services, enhancing their understanding and usage.
- Educated consumers about emerging technology trends and their implications.
- Provided solutions to complex consumer inquiries with a determined approach and thorough investigation.
- Identified opportunities to increase profitability through strategic initiatives.
- Promoted external company tools in each interaction, facilitating user adoption and driving change.
Sr. social media Tier 2 Tech Expert
Verizon Wireless
02.2017 - 03.2023
- Delivered exceptional social media interactions, showcasing innovative solutions and highlighting Verizon's value to customers.
- Day-to-day activities involved technical assistance - troubleshooting our network, consumer accounts, and devices.
- Executed decisions to provide effective solutions, enhancing customer loyalty and service quality for Verizon.
- Championed company goals and objectives with a focus on positivity and integrity.
Customer Service Advocate Care/Tech(voice)
Verizon Wireless
01.2013 - 02.2017
- Delivered effective solutions for billing and technical inquiries, improving customer resolution experience.
- Promoted voice support initiatives, enhancing customer satisfaction.
- Fostered positive consumer interactions, aligning with company objectives.
Education
Bachelor of Arts - Psychology
Northern Illinois University
Dekalb, IL12-2008
Skills
- Technical troubleshooting
- Client education
- Critical thinking
- Team collaboration
- Positive attitude
Timeline
Morgan Stanley
04.2025 - Current
Sr. Chat/Messaging Tier 2 Tech Expert
Verizon Wireless
03.2023 - 10.2024
Sr. social media Tier 2 Tech Expert
Verizon Wireless
02.2017 - 03.2023
Customer Service Advocate Care/Tech(voice)
Verizon Wireless
01.2013 - 02.2017
Bachelor of Arts - Psychology
Northern Illinois University