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PATRICIA M.

DE MARCHIS
327 Iron Lake Dr * Exton, PA * 19341 * pd4b5494@westpost.net * 724.516.3169

WORK EXPERIENCE
The Vanguard Group; Malvern, PA
Client Relations; Institutional Investor Group (IIG); November 2007-May 2010
* Provide clients thorough and accurate information regarding retirement plan in
quiries, tax and regulatory elements, Vanguard funds, products, and services
* Process financial transactions accurately
* Research in-depth, time sensitive retirement plan issues
* Fully successful rank for meeting departmental standards and initiatives
* Attend all required continuing education trainings

Key Accomplishments
* IIG chosen subject matter expert and liaison for the operational excellence pr
oject teams and call quality administrators
* Appointed to work with client administrators to smoothly facilitate the conver
sion of company stock as a result of the BNSF/Berkshire Hathaway merger
* Selected to support the Correspondence Unit by utilizing an internet message h
andler system to respond to client requests that come via vanguard.com
* Proctor, coach, and mentor newly hired, tenured, and external Vanguard colleag
ues to promote institutional procedures and improve quality performance
* Corporate Diversity Advancement representative projects and initiatives

Recognitions
* Star employee distinctions--nominated by superiors in retail business developm
ent, client education, and by both management and peers in IIG
* Honored for exemplary work including client relationship management skills, as
set retention, positive client feedback, assisting co-workers, and internal/ ext
ernal coaching efforts
* Featured in the "Exceptional Call Library" for training purposes
* Honored for drastically reducing an IIG's team usage of an "Assist Line" for c
omplex issues/improving their team and individual metrics
INTERN EXPERIENCE
Selected Procedures Initiative Intern-; April 2009-July 2009
* Convert or create institutional investor workflows and guidelines for the impl
ementation of a new integrated search engine to improve efficiency
* Responsible for independently researching, writing, and editing project docume
nts until approval for use as official procedure per compliance standards
* Collaborate with the Arizona site and various departments, including client ed
ucation, transaction resolution, and website content when necessary

EDUCATION
FINRA Certified Licenses-Series 6 and 63
Pennsylvania State University; University Park, PA
B.A. Communications-Advertising & Public Relations, Economics Minor; May 2007
* Dean's List Distinctions
* 3.44 major GPA
* Created a comprehensive public relations campaign for The Kaffeehaus at Weinri
ch's Bakery in Willow Grove, PA, including press releases, pitch letters, and ra
dio/television advertisements and A Woman's Concern: Pregnancy Resource Clinic
in State College, PA