Highly enthusiastic customer service professional with over ten years client interface experience, including five years of specializing in highly escalated client interactions.
Supported the Chairman's office with any escalations that involved Participants in employer sponsored plans record kept by Fidelity Investments. I was responsible for researching and resolving all customer complaints via telephone. Developed highly empathetic client relationships and earned a reputation for ensuring the clients do not move their funds to a competing financial institution due to the escalation. I was recognized numerous times by the Chairmans office due to positive customer feedback received on my behalf. Initiated and organized training for the inbound customer service group to reduce the amount of escalations to the Chairman's office. Cross-trained and provided back-up for other customer service representatives when needed. As the senior member of the team, I supervised and reviewed all escalations and was responsible for training new team members. Maintained up-to-date knowledge of all 401(k) and Pension laws and regulations.
Responded to inbound calls from Hr Representatives from company's in which Fidelity Investments processed their payroll. Supported Hr Reps with the Payroll applications and assisted and resolved any employee issue they encountered. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Assisted customers with reservations via inbound calls. Earned “Top Closer” for two consecutive quarters in 2000. Developed strong client relationships and earned reputation for exceeding sales goals.
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