Makenna Russell
New York
Summary
Motivated professional eager to embrace new challenges. Demonstrates strong work ethic and adaptability, with proven interpersonal skills. Capable of working independently and rapidly acquiring new competencies.
Overview
7
7
years of professional experience
Work History
Policy Management Group Associate
Auto Club of Southern California
Costa Mesa
09.2024 - Current
- Manage 50–100 high-volume inbound calls daily for auto insurance and membership services.
- Process policy changes, including vehicle/driver updates, coverage adjustments, and discounts.
- Explain insurance coverage options clearly and concisely to support informed customer decisions.
- Resolve escalated or complex member issues with professionalism and empathy, improving retention.
- Consistently exceed performance metrics, including call efficiency and customer satisfaction scores.
Wealth Strategies Associate
Heritage Bank / Cetera Investment Services
Seattle
02.2023 - 08.2024
- Provided extensive sales support alongside administrative and client services for financial advisors.
- Opened brokerage accounts across individual, joint, and business ownership categories.
- Prepared and submitted annuity applications based on advisor directives.
- Resolved issues related to NIGO items and completed follow-ups on annual reviews.
- Handled account transfer documentation alongside ownership updates and claims processing.
- Maintained accurate CRM data records while documenting outreach activities.
- Ensured all documents met accuracy standards and complied with regulatory requirements.
CSA I, CSA II, Financial Services Associate
Heritage Bank
Bellingham
08.2020 - 02.2023
- Delivered customer service across teller, new accounts, and financial services functions.
- Processed domestic and international wire transfers for consumer and business clients.
- Supported quarterly branch audits to ensure compliance and documentation accuracy.
- Opened new accounts, verifying account ownership and necessary disclosures.
- Assisted clients with consumer loan applications, adhering to regulatory requirements.
- Researched and resolved account discrepancies to enhance customer satisfaction.
- Identified customer needs and referred to appropriate financial specialists for tailored advice.
Shift Manager
McDonald's
Bellingham
06.2018 - 08.2022
- Led high-volume operations, ensuring fast, accurate, and friendly customer service.
- Trained, coached, and supervised teams of 10–20 employees.
- Handled cash reconciliation, nightly deposits, and operational accountability.
- Received and inspected shipments to ensure product accuracy and quality.
- Coordinated break schedules and task assignments to support workflow and service speed.
Education
Nursing
Orange Coast Community College
Newport Beach, CASkills
- Analytical thinking
- Effective communication
- Time management
- Customer service excellence
- Team collaboration
- Problem-solving
Timeline
Policy Management Group Associate
Auto Club of Southern California
09.2024 - Current
Wealth Strategies Associate
Heritage Bank / Cetera Investment Services
02.2023 - 08.2024
CSA I, CSA II, Financial Services Associate
Heritage Bank
08.2020 - 02.2023
Shift Manager
McDonald's
06.2018 - 08.2022
Nursing
Orange Coast Community College