Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

JAMES HORTON AGEE

Atlanta

Summary

Detail-oriented financial professional with 25+ years of customer service experience, and 19+ years of experience in the financial industry. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

E*TRADE Financial / Morgan Stanley
Alpharetta
06.2018 - Current
  • Listen to live or recorded calls to assess performance and adherence to policies and procedures
  • Evaluate customer service soft skills including professionalism, empathy, tone, problem-solving, and resolution effectiveness
  • Score calls using standardized evaluation forms or software tools
  • Compile and analyze performance data to help identify trends, strengths, and areas of improvement
  • Collaborate with training teams to address knowledge gaps or recurring issues found during evaluations
  • Facilitate and participate in calibration sessions to ensure consistency across QA evaluations
  • Ensure calls comply with regulatory requirements
  • Facilitate training sessions for new QA analysts on the team
  • Identify policy violations or escalations and report them
  • Work closely with supervisors, team leads, and management to better align QA efforts
  • Act as a liaison between frontline agents and leadership to drive quality culture

Senior Financial Service Representative

E*TRADE Financial
Alpharetta
06.2005 - 06.2018
  • Handled sensitive information and maintained confidentiality while placing trades for clients
  • Assisted customers with online account activation and website navigation
  • Met and exceeded productivity goals
  • Promoted to Research & Resolution team in 2008
  • Handled Stock Plan escalations originated from Stock Plan Administrators of our corporate clients or internal Service Managers
  • Took ownership and gather input from all parties involved when working to resolve issues
  • Involved in identifying and targeting areas in need of improvement to eliminate recurring issues
  • Provided guidance for all departments in resolving client issues in addition to Stock Plan related escalations

Education

Bachelor of Science - Business Administration

West Virginia University
Morgantown, WV
05-1999

Skills

  • Quality assurance
  • Mentoring and training
  • Trend identification
  • Effective communication
  • Regulatory compliance
  • Call evaluation
  • Customer service
  • Policy enforcement
  • Collaboration skills
  • Calibration sessions

Certification

  • Series 7
  • Series 63

Awards

  • 2007 E*TRADE Financial Presidential Award recipient
  • Q4 2014 E*TRADE Customer Service Achievement Award recipient

Timeline

Quality Assurance Analyst

E*TRADE Financial / Morgan Stanley
06.2018 - Current

Senior Financial Service Representative

E*TRADE Financial
06.2005 - 06.2018

Bachelor of Science - Business Administration

West Virginia University

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JAMES HORTON AGEE