Customer service professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in relationship management with over ten years of expertise in related roles. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation. Excellent reputation for resolving problems, improving customer satisfaction, implementing processes and driving overall business results.
Skills
Internal & External Client Needs Assessments
Proficient in MS Office Applications
Excellent Presentation Skills
Problem Resolution
Customer Relationship Development
Operational & Process improvement
Excellent Communication Skills
Strong Analytical Skills
Work History
Senior Service Coordinator, 10/2017 to Current University Of Pennsylvania Health System – Vineland, NJ,
Developed and deepened partnerships with 15 external business partner organizations to enhance success of third party life and annuity products.
Assisted with license, registration and appointments of wealth management advisors for third party annuity products.
Developed and created programs and monitored effectiveness against individual participant needs.
Addressed various internal and external customer questions and concerns regarding third party annuities forms and processes.
Grew the third party annuity pipeline from 67 annuities to 2,350 year to date while managing and supporting the platform over a three year span: Y2017 - Y2020.
Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Analyzed and solved multi-faceted problems that effected customers and business initiatives.
Interacted with High Net-worth Clients ($5 million+) professionally by phone, email or in-person to provide information and directed to desired staff members.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Workflow Coordinator, 07/2016 to 10/2017 Deloitte – Albany, NY,
Resolved workflow problems, improved operations and provided exceptional client support.
Drove operational improvements which resulted in savings and improved profit margins.
Performed financial and sales analysis and determined best practices to mitigate risk with customers.
Built and strengthened productive and valuable industry partnerships to drive collaboration, engagement and revenue stream development.
Review securities regulations resources and websites to stay abreast of ongoing industry changes.
Reviewed and submitted financial documentation and reports to support business financial goals and objectives.
Prepared and submitted responses to requests and requirements of auditors, regulators and investors.
Senior Operations Specialist, 01/2015 to 07/2016 Schneider – Atlanta, GA,
Assisted Wealth Management Advisors with High Net-worth Client Account ($5 million+) establishment and account maintenance.
Presented oral and written reports on general economic trends, individual corporations and entire industries.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Engaged clients in person and over phone to answer questions and address complaints.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Coordinated customer service responses for high-value customers with complex issues as leading representative of advisory billing team.
Business Operations Specialist, 09/2013 to 01/2015 Amazon.Com, Inc. – American Fork, UT,
Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement.
Collaborated with financial advisors and finance team to complete detailed analyses of short- and long-term strategic forecasts to assist with resource planning and capitalization needs.
Met weekly with department managers to discuss financial information according to current needs.
Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
NC State Insurance License: Insurance And Risk Management, Expected in 07/2020 Carolina Insurance School, Inc. - Charlotte, NC, GPA:
Investments & Securities Continuing Education: Investments And Securities, Expected in 05/2020 Kaplan University - Charlotte, NC, GPA:
Bachelor of Science: Management, Expected in 12/2003 North Carolina State University - Raleigh, NC GPA:
Certifications
FINRA Series 7 General Securities Representative
FINRA Series 63 Uniform Securities Agent State Law
White Belt Certification - Process Improvement
Green Belt Certification - Business Acumen
Additional Information
Summary of Complaint Resolution Experience
Bank of America
Office of the CEO and President (Level 0)
Customer Relationship Manager
(06/2009 - 08/2012)
Successfully completed a 6 week rigorous complaint resolution and home retention training session in a high stress call center environment.
Acknowledged and addressed escalated written customer complaints within 24 hours of receipt.
Provided customer solutions for home retention and home liquidation options through seamless
delivery of service and fulfillment requests by answering calls and emails in a fast-paced contact
center environment.
Required knowledge of multiple products and ability to deepen or retain relationships through
service, retention and liquidation options including foreclosure, short sale and deed in lieu and
home loan modifications.
Performed routine account-related transactions to ensure the accuracy and integrity of data on
accounts while meeting tight deadlines.
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