Accomplished client manager in financial services with more than 15 years of high volume customer call center experience in a Fortune 500 company. Strong track record of partnering with clients and internal groups to assist with opening accounts, inquiries, reassignment of deceased clients assets. Provided support to clients for understanding of process transactions for 401k, pensions, and executives retirement accounts. Consistently received high customer satisfaction reviews. Effectively reduced repeat call backs for resolutions. Passionate about aiding clients to exceed financial expectations and empower them to resolve outstanding issues. Making the customer experience accessible and easy to navigate.
Partnered with and managed relationships with over 850 high net worth customers with a median 401K balances of over $350,000. Delivered exceptional customer relationship experience through rapport building and provided needs-based solutions. Specialized in providing guidance and education necessary in regards to their retirement benefits and retirement plan. Collaborated with clients to assess individual financial situations and develop strategic financial planning solutions. Utilized a consultative approach to identify and assess the distribution, product and service needs of retiring and terminating 401k participants. Developed, proposed and recommended appropriate solutions for participants. Identified new opportunities and transitions them to the appropriate advisor or business partner. Explained and educated 401k participants on complex financial concepts.
First contact with Fidelity Investments clients dealing with a variety of service and investment related issues. Using appropriate questioning, showing empathy, and engaging clients to uncover needs and hidden opportunities in every customer interaction. Shares best practices to help motivate teammates around lead generation and superior customer service. Leads clients to Fidelity.com for most service related issues.
Successfully completed training in Arabic, cross culture, designing and writing
grant proposal projects, teaching English as a foreign language, Aids
awareness, and health and safety skills in an environment with limited
resources. Ability to adapt to difficult conditions so I could live and work
successfully within restrictive cultural and religious norms. Promoted cross
cultural understanding to local community that held conservative Islamic
beliefs through active engagement on professional and personal levels. Led,
planned and scheduled meetings in another culture. Promoted youth activism by developing Aids awareness, computer literacy, and sports clubs at local youth center. Organized and facilitated youth English language and leadership camps in association with the Moroccan Ministry of Youth and Sport. Provided
technical training to Moroccan English teachers on curriculum design,
grammatical function, speaking and writing skills. Successfully taught and
tutored rural Moroccan youth with limited resources. Introduced thematic
English lessons that focused on gender equality, leadership, teamwork, Aids
awareness, and knowledge about other world cultures at the local youth center. Designed and taught English language learning programs for young women with little to no education at the local women's center. Served as Vice-Chairperson on Peace Corps Morocco's Gender and Development Committee. Assisted with coordination of a Gender and Development conference that focused on leadership skills and rights of rural women in the three poorest provinces in Morocco. Acted as liaison between Peace Corps administration and volunteers on issues, policies, and projects concerning gender and development and sexual and cultural harassment.
Provided personalized and accurate plan specific information. Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives. Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision. Cultivated participant relationships by delivering personalized service. Responsible for retaining assets and enabling participants to achieve retirement goals by delivering personalized guidance as a Rollover Specialist.
Taught multi lingual classes at beginner, intermediate and advanced level.
Responsible for lesson planning and material selection. Teaching skills include
concept-checking, error correction, eliciting, giving instructions, needs
analysis, classroom management, cultural awareness and material and syllabus
design. Organized lesson plans and teaching practice at all proficiency levels
in language structure (grammatical form, use and meaning), function, skills
(reading, writing, listening and speaking), and content. Used textual
materials, audio cassettes, video and Computer Assisted Language Learning
teaching English for Specific Purposes, Business English and examination
preparation. Taught children and adults in formal classroom and one-to-one
Developed, proactively sourced and acquired new client relationships. Financial
Center liaison for Citigold, Citibank's premier integrated financial management
and investment services account, providing the bank's upper tier clients a
retail private banking experience. Identified clients for new opportunities
through needs analysis approach by matching products to meet those needs.
Account manager for the world's leading supplier of software for information
management and second largest independent software company. Successfully sold professional services and e-business software solutions into established
companies. Responsibilities included joint marketing seminar, sales training
events and sales calls. Experienced in all phases of the sales process
including prospecting, closing sales and customer follow up. Developed an
assigned territory, responded to sales inquiries and created new opportunities.
Called on all levels of management including Corporate Executives, Vice
Presidents, and technical advisors. Oracle Service Award Winner for fiscal year 2001.
Client relationship and portfolio management for firm's Signature Services
clients, their affluent client segment in the San Francisco flagship branch.
Built relationships and drove business through comprehensive portfolio
consultation, investment advice and implementation, as well as on-going
portfolio management. Worked extensively with a full range of investment products, including individual equities, fixed income instruments and mutual funds as well as structured products, restricted stock and non-standard assets. Contributed as an active leader and participant in ongoing investment seminars, product and technical education.
Performed trading and operational activities to support customer service and
business development efforts. Developed professional High-tech,
High-touch service offering education and guidance. Provided mentoring and
extensive training to new and existing employees.
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